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NOPE
Low reported severity

First-person post: Cursor subscriber says the company's AI support bot cancelled their prepaid annual plan when asked about a prorated refund

In a Reddit post on 22 October 2026, a subscriber to Cursor writes that they emailed Cursor's customer service asking whether a prorated refund was available for an annual subscription they had paid in full, and that the company's AI support bot, Sam, replied that it could not do that but could cancel the plan immediately. In a comment the poster quotes the bot saying it had cancelled the annual Pro subscription immediately, that Pro access had ended, and that the subscription did not meet refund eligibility requirements. The poster says the bot seems to have misunderstood the request, that the plan was downgraded to Free with more than six months left, that a request for a human produced a new ticket that never arrived, and that they would try a credit-card dispute. In April 2025 a Cursor co-founder wrote that the company used AI-assisted responses as the first filter for email support. No reply from Cursor staff appears in the thread. The account is uncorroborated.

AI system
Cursor support bot (reported)
Occurred
Event date unknown
Reported
22 October 2026
Event location
Unknown
What the AI did
Communicated with the person · Acted on the person’s behalf
Reported harm
Financial LossOther Material Harm
Whose AI use
An institution’s AI use
Setting
Everyday life · Finance
Evidence
AI involvement reported · Causal attribution alleged · 4 sources, 2 underlying accounts
5 claims: 5 reported. 4 open questions
People reported harmed
1 person

AI system as recorded: Sam, which the poster describes as Cursor's AI customer-service bot answering email support, and which cancelled the poster's annual Pro subscription and refused a prorated refund

What Happened

The request. The poster writes that they "wrote to Cursor’s customer service about how disappointing Grok was" and "asked if they would offer a prorated refund for my subscription as I had already paid in full for the year."

The bot's reply. The poster writes: "Their AI bot Sam replied and said they couldn’t do that but they could cancel my plan immediately." In a comment the poster quotes the reply: "I've cancelled your annual Pro subscription immediately, so Pro access has ended and you won't be charged going forward", followed by a statement that the subscription "doesn't meet our refund eligibility requirements" and that "a teammate would reach the same decision."

The consequence. The poster writes that "it seems like the bot misunderstood my request", that the plan "was downgraded to Free", and that "I had over 6 months left on my plan." In a later comment the poster says that a request to speak to a human produced another ticket and a message that the bot would stop replying to the thread, that the new ticket never arrived, and that they would try a credit-card dispute.

Background. In an April 2025 Hacker News comment, posted after a different user's complaint about the same support channel, a Cursor co-founder wrote that "We use AI-assisted responses as the first filter for email support" and that AI responses in email support were labelled.

Limits. The emails themselves are not published; the bot's reply is known only from the poster's quotation. Cursor has not commented, and whether the cancellation followed a request the bot misread or a separate automated process is not established. The poster does not say when the emails were exchanged or where they live.

Reported harm

The poster says Cursor's AI support bot cancelled their prepaid annual Pro plan, with more than six months left, in reply to a question about a prorated refund, and refused a refund (first-person account, uncorroborated).

How Harm Occurred

By the poster's account, Cursor's AI support bot answered a question about a prorated refund by cancelling the poster's prepaid annual plan at once, refused a refund, and did not pass the dispute to a human, leaving the poster without the service they had paid for.

Outcome

Ongoing

The poster says the plan was downgraded to Free with more than six months remaining and no refund, that the bot opened another ticket after a request for a human and then said it would stop replying, that no new ticket arrived, and that they would try a credit-card dispute. No reply from Cursor staff and no refund are reported as of 23 October 2026.

What remains unknown

  • When the emails were exchanged; the post of 22 October 2026 describes the dispute as current but does not date the bot's reply.
  • Whether Sam is the same AI-assisted support system the co-founder described in April 2025, and whether the cancellation was executed by the bot or by a separate process after its reply.
  • The amount paid and the value of the unused months.
  • Whether Cursor staff have reviewed the case, restored the plan or issued a refund, and the result of any card dispute.

What the evidence supports

AI involvement: reported. The poster says Cursor's AI support bot, Sam, replied to an emailed question about a prorated refund by offering to cancel the plan, and quotes its free-text reply stating that it had cancelled the annual Pro subscription immediately and that no refund could be approved. The poster connects that reply and action to the plan's downgrade to Free with more than six months unused. A Cursor co-founder stated in April 2025 that the company uses AI-assisted responses as the first filter for email support. The emails are not published and Cursor has not commented on this case.

5 claims: 5 reported. What the statuses mean

Reported The poster says they emailed Cursor's customer service asking whether a prorated refund was available for an annual subscription paid in full, and that Cursor's AI bot Sam replied that it could not do that but could cancel the plan immediately.

Causal attribution. Poster's account; the email exchange is not published.

  • reddit.com(opens in new tab) supports · English
    asked if they would offer a prorated refund for my subscription as I had already paid in full for the year. Their AI bot Sam replied and said they couldn’t do that but they could cancel my plan immediately.
Reported In a comment the poster quotes the bot's reply: it had cancelled the annual Pro subscription immediately so Pro access had ended, the subscription did not meet refund eligibility requirements, and a teammate would reach the same decision.

Causal attribution. Poster's quotation of the bot's reply; no screenshot is attached.

  • reddit.com(opens in new tab) supports · English
    I've cancelled your annual Pro subscription immediately, so Pro access has ended and you won't be charged going forward. ... I'm not able to process a refund for your subscription as it doesn't meet our refund eligibility requirements. I'm not able to approve that refund here, and a teammate would reach the same decision.
Reported The poster says the bot seems to have misunderstood the request, that the plan was downgraded to Free with more than six months left on it, and that they keep emailing to ask why it was cancelled without a refund.

Causal attribution. Poster's account and interpretation; Cursor's view is not available.

  • reddit.com(opens in new tab) supports · English
    But it seems like the bot misunderstood my request. My plan was downgraded to Free and I keep emailing them and asking them why they would cancel my plan but not refund me for the subscription I paid. ... I had over 6 months left on my plan.
Reported The poster says that after they asked to speak to a human, the support system opened another ticket and said it would stop replying to the thread, that the new ticket never arrived, and that they would try a credit-card dispute.

Causal attribution. Poster's account.

  • reddit.com(opens in new tab) supports · English
    I have asked to speak to a human and it opened another ticket and then said it would discontinue replying to this thread, but I never got the new ticket. I’ll try the credit card dispute
Reported In an April 2025 Hacker News comment a Cursor co-founder wrote that the company used AI-assisted responses as the first filter for email support and that AI responses in email support were labelled.

Causal attribution. Company statement from April 2025 about its support channel; it does not concern this case.

  • news.ycombinator.com(opens in new tab) supports · English
    (Cursor cofounder) Apologies - something very clearly went wrong here. ... Any AI responses used for email support are now clearly labeled as such. We use AI-assisted responses as the first filter for email support.

Sources

4 sources inspected, from 2 underlying accounts. Sources that repeat one account do not corroborate each other.

How the sources were read, and where the events happened

Read in English by the research agent (an AI) on 2026-10-23 from Reddit's public comments RSS feed for the thread (HTTP 200, about 02:58 UTC) and the arctic_shift archive (HTTP 200); the live post text was edited after the archive copy and the live wording is used. No translation and no human reviewer. The poster's username is not recorded. Original post 16:43 UTC 22 Oct 2026. Applies to s1.

Read in English by the research agent (an AI) on 2026-10-23 from Reddit's public comments RSS feed for the thread (HTTP 200, about 02:58 UTC) and the arctic_shift archive (HTTP 200); the live post text was edited after the archive copy and the live wording is used. No translation and no human reviewer. The poster's username is not recorded. Comment by the poster, 17:13 UTC 22 Oct 2026. Applies to s2.

Read in English by the research agent (an AI) on 2026-10-23 from Reddit's public comments RSS feed for the thread (HTTP 200, about 02:58 UTC) and the arctic_shift archive (HTTP 200); the live post text was edited after the archive copy and the live wording is used. No translation and no human reviewer. The poster's username is not recorded. Comment by the poster, 17:21 UTC 22 Oct 2026. Applies to s3.

Read in English by the research agent (an AI) on 2026-10-23 through the Hacker News Algolia items API (HTTP 200). No translation and no human reviewer. Applies to s4.

Event countries: Unknown. Affected-person countries: Unknown. Court countries: Unknown.

The post does not say where the poster lives or where the subscription was bought; the exchange took place by email.

Reviewed for publication 2026-10-23: Published under the public-forum rule as a concrete first-person account in which a company's AI support bot, replying to a refund question, cancelled the customer's prepaid annual plan and refused a refund. The bot's reply is quoted by the poster; the account is attributed and uncorroborated, and Cursor has not commented.

People described

The poster, a Cursor subscriber on a prepaid annual Pro plan (age, gender and country not stated)

People reported harmed in this case

1 person

1 AI participant · 0 other people harmed

One person: the poster, whose plan the bot cancelled. Other commenters' general complaints about Cursor support are not counted.

Counted once within this case. The same person may appear in other cases. This count does not establish AI causation.

Tags

#first-person#reddit#customer-service-ai#subscription-cancellation#refund

Cite this case

Compiled per our published methodology: verification statuses, sourcing standards, and corrections process.

APA

NOPE. (2026). First-person post: Cursor subscriber says the company's AI support bot cancelled their prepaid annual plan when asked about a prorated refund. AI incidents. https://nope.net/incidents/2026-cursor-ai-support-bot-cancelled-prepaid-annual-plan-instead-of-prorated-refund-first-person

BibTeX

@misc{2026_cursor_ai_support_bot_cancelled_prepaid_annual_plan_instead_of_prorated_refund_first_person,
  title = {First-person post: Cursor subscriber says the company's AI support bot cancelled their prepaid annual plan when asked about a prorated refund},
  author = {NOPE},
  year = {2026},
  howpublished = {AI incidents},
  url = {https://nope.net/incidents/2026-cursor-ai-support-bot-cancelled-prepaid-annual-plan-instead-of-prorated-refund-first-person}
}

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