A support bot cites a company policy that does not exist
Cursor’s AI support agent explained a login bug to a customer by describing a company policy that did not exist.
What happened
In the week of 14 April 2025, Cursor users who switched between machines were being logged out. When one wrote to support, an AI agent called “Sam” replied that this was expected behavior under a new policy, which it described as limiting each subscription to a single active session. The answer spread on Reddit and Hacker News, and some users said they were canceling.
Co-founder Michael Truell wrote: “We have no such policy. You’re of course free to use Cursor on multiple machines.” He said the company had rolled out a change to improve the security of sessions and was investigating whether it caused the logouts, and that the user who raised it had been refunded. He added: “Any AI responses used for email support are now clearly labeled as such.”
What allowed the action to take effect
G3 Unchecked statement
Words the system produced reached customers or the public in the organization’s name, on matters people rely on such as prices, policy, law, or health, and nothing checked them first.
A statement of company policy that did not exist went to a customer from what Truell called a front-line AI support bot. Truell: “We use AI-assisted responses as the first filter for email support.”
Kind of evidence: admission. Source: The Register, 18 April 2025.
Related guidance: P9 Declared scope and P4 Reviewable policy. Contract clause C-1.
Considered and left out
- G7 Review in name only
- The sources do not say whether anyone reviewed the AI’s answers before they were sent.
Entries with gaps in common
Sources
Cite this entry
External Control Layer. (2026). Entry 18: A support bot cites a company policy that does not exist. In Control Gap Record (Version 0.3). G-14, Inc. https://externalcontrollayer.ai/record-18
@misc{ecl_cgr_18,
author = {{External Control Layer}},
title = {Entry 18: A support bot cites a company policy that does not exist},
howpublished = {Control Gap Record, version 0.3},
publisher = {G-14, Inc.},
year = {2026},
url = {https://externalcontrollayer.ai/record-18},
note = {Released 2 November 2026}
}Correct this entry
Email ecl@g14.ai with “ECL record 18” in the subject line.
Write the email with the subject ECL record 18