Billing / Pro subscription not recognized and API connectivity issues after updating to Cursor 3.10.17

Support Help
1

Hello Cursor Support,

I’m experiencing two related issues on my work PC after updating Cursor to version 3.10.17.

  1. My active Cursor Pro subscription is no longer recognized. Cursor shows that I’m on the Free plan and asks me to upgrade, even though I’m signed in with the same account that I used to purchase my Pro subscription.
  2. Cursor AI is no longer working. Chat and Agent requests fail, although authentication succeeds.

Environment:

  • Cursor version: 3.10.17 (Stable)
  • Windows 10 x64
  • Company environment: I connect through a VPN and use a virtual machine.
  • This setup has been working without any issues until the recent update.
  • The exact same Cursor account works correctly on another PC, where my Pro subscription is recognized.

I have already tried:

  • Signing out and signing back in.
  • Restoring my previous Cursor data.
  • Resetting the application data.
  • Verifying that I am logged into the correct account.

I also ran the Cursor Network Diagnostics. The results are:

  • Authentication: Success
  • Authentication UI: Success
  • Marketplace: Success
  • API: Failed (ConnectError: unavailable)
  • Ping: Failed
  • Chat: Failed
  • Agent: Failed

The diagnostics are attached to this ticket.

Since authentication succeeds but the API is unavailable, could you please investigate whether this is a known issue with Cursor 3.10.17, especially in VPN or virtual machine environments? Could this also explain why my Pro subscription is not being recognized?

If you need any additional logs or diagnostic information, I’d be happy to provide them.

If the issue requires interactive troubleshooting, would it be possible to arrange a live support session or screen-sharing session with your team?

Thank you for your assistance.

Best regards,

4

Hello i’m also having this issue- impacting all the work i’m trying to do

6

Hey, thanks for the detailed diagnostics report, it makes things clear right away.

Based on the results Auth and Marketplace succeed, while API/Ping/Chat/Agent fail with ConnectError, this isn’t a subscription issue. Your account is fine and Pro is active. The Free plan display is a secondary symptom, the client can’t reach the API, so it can’t fetch your subscription status. That’s also why Chat and Agent fail.

The root cause is that in your setup VPN plus VM, AI traffic goes over HTTP/2, and in this network it doesn’t get through the proxy. The workaround is to switch to HTTP/1.1:

  • Open App Settings Ctrl+,
  • Search for HTTP/2
  • Turn on Disable HTTP/2 HTTP Compatibility Mode → HTTP/1.1
  • Fully restart Cursor, not reload, close it and open it again

After that, run Network Diagnostics again. API, Chat, and Agent should show Success, and the Pro status should update automatically.

One note, in some cases this setting can flip back after restart. If that happens, double-check it and enable it again.

This is a known proxy limitation and a bug on our side. I can’t share an ETA for a fix yet. Let me know if the workaround helped.

@Ty_Wheat, it looks like you’re seeing the same thing, try the same steps.