Cursor customer support is really bad?

Discussions
1

Hey Guys,

was just wondering if anyone else finds customer support for Cursor very bad…?

Have tried email multiple times, have posted on the forums and don’t think I have ever received a response that actually made sense or did not seem like it was AI generated?

For example people have been posting about this bug for months now: The Read-Only Terminal Issue

They are constantly adding new features apparently but overall the editor feels harder to use and less stable then it did back in version 2.3 and I am not sure how long I can continue using it like this.

Thanks,
Alex.

3

Hi @Alex_Hope_O_Connor , thanks for taking the time to share how you’re feeling about Cursor and our support. ​

I understand your frustration with terminal functionality but I need to ask you to keep posts in line with our forum guidelines: be respectful, avoid personal attacks, and keep criticism constructive so it can actually lead to improvements. While my colleagues already provided info on the issues you reference, I will add more details there.

It’s absolutely fine to be frustrated or critical, but directing that at individual people or making it personal is not okay here.

If you’re open to it, the most helpful next steps would be to share concrete details so we can investigate properly and understand the needs:

  • File a full detailed post in Support > Bug Reports
  • Mention your Cursor version
  • OS and environment
  • What you did, what you expected, and what actually happened
  • Any logs / screenshots (with sensitive data removed)
  • Explain what specific part of the Legacy Terminal tool does not work for you.

This would help even if someone else reported the issue as often we may need additional information for different Cursor versions, OS, terminal used and other details.

Please also have a look at our guidelines:

https://forum.cursor.com/guidelines

4

Thank you for the reply, honestly not personally attacking anyone but many official replies (including the one you just made) seem mostly unhelpful and don’t actually provide any additional information on whether this is a bug that is actively tracked and honestly seems like an AI generated response.

It is really silly to have hundreds of people report the same bug in their own posts instead of having a centralized place to track it, is it even currently being tracked?

Also what is the point of the github: GitHub - cursor/cursor: The AI Code Editor

The public can’t view any issues being tracked there or contribute additional details in any meaningful way or see when an issue has been fixed or is actively being worked on…

Honestly come on guys, you need to do better.

6

No Cursor support is great and very responsive. :neutral_face: (I just got out of cursor jail, so can’t say anything negative.)

8

@Alex_Hope_O_Connor thanks for following up and for being candid about how this feels from your side.

We don’t use GitHub for public issue tracking. You can report bugs via email ([email protected]), here on the Forum, from the Cursor desktop app, or via the CLI.

On the “hundreds of people reporting the same bug” point: I get why that seems inefficient or like busywork. Internally, though, multiple detailed reports are often what let us reproduce edge cases across different OSes, versions, and workflows, and that has directly helped us fix issues we couldn’t trigger on our own.

I also want to quickly address tone and expectations for the forum: it’s totally fine to be frustrated and critical, and we genuinely want that feedback. What we ask in return is that it stays focused on technical details, process, and outcomes rather than on on labeling things silly when you do not see the full picture, because such behavior tends to discourage the people who are actually trying to help you.

Most productive are technical bug reports with details: Cursor version, OS/environment, what you did, what you expected, what happened, and any logs or screenshots you can share (with sensitive data removed). That gives us something we can concretely track and work on. We track how many users are affected by issues and the more info we get the better we know what to prioritize.

We do appreciate you taking the time to push on this, and I’ll make sure your concerns about visibility and tracking are passed along internally as feedback.

9

I’ve got to say overall I find cursor support pretty good. This is a complex app in probably the most rapidly developing field ever. Sure the endless app updates are a pain and with every attempt at improvement there’s the chance of some new unexpected issue, but the two go hand in hand. What you can do with cursor today compared to 6 months ago is 10x. I think its impossible to develop an app like this and maintain a stable never changing ui that we can feel comfortable with. I’ve never not got a respectful and genuine rely from support often at weekends. Doesn’t mean they’re instantly going to change to app to my specific needs, just because something is important to me, but there’s no reason they should. Their to do list for the app is likely a lot longer than mine. And its always easier for us to point out something we don’t like than to find the solution.

10

I can’t judge the whole support team, but my experience unfortunately left a pretty negative impression. Maybe someone from the team can take another look at this.

I upgraded to Pro+, the billing shows the subscription is active, but inside the IDE premium models in chat remain blocked as if I’m not a Pro+ user. Support confirmed that the subscription is active and that the issue is likely a sync problem on their side between billing and the IDE.

What bothers me is that this isn’t some complex feature request or edge case- it’s literally the basic functioning of a paid subscription. And it should be resolved quickly because it really blocks the customer. I basically upgraded specifically for those models.

After confirming the issue support said it would be investigated but since then there has been no update for several days despite followups. So right now I’m paying for Pro+ while the main feature is still locked. I’m thinking to cancel the subscription because at the moment it just doesn’t make much sense to keep paying for it.

Bugs happen and I understand that. But when something as fundamental as subscription access breaks and support doesn’t seem to be in a hurry to resolve it it definitely leaves a bad impression. Honestly it just feels like something that should be fixed pretty quickly once it’s confirmed, but isn’t. Maybe I just got unlucky here, but so far the experience hasn’t been great.

12

My experience has been terrible with Support and Billing issues.

I posted 3 posts two days ago, and they hide all of my posts! Because these posts expose that there is no technical support poeriod including no billing support! They are purpolying hiding posts that address these issues!

The admin hide this post:
https://forum.cursor.com/t/40-years-in-tech-30-years-building-software-and-i-still-need-a-real-human/158408

They hide this post:
https://forum.cursor.com/t/cursor-support-feels-like-a-bot-wall-not-customer-service/158409

There is zero means to communicate in how they are acting on bad faith to customers that have a vlaid concern fro both support and billing and use AI to hide articles of serious concern.

14

I have changed my workflow significantly this year, so it is no longer an issue, I am currently running Cursor 3.1.15 and terminals are now quite different, in fact so different, i don’t really care anymore about it

15

Hi @mkintner,

I understand the frustration, and I want to clarify what happened with your posts.

Your threads were not hidden to suppress feedback. They were unlisted because they contained billing-specific requests (refund disputes, account-specific issues). The forum team doesn’t have access to billing systems or the ability to process refunds or manage subscriptions, so billing threads are routinely redirected to [email protected], which is where those issues can actually be resolved. Each of your unlisted threads received a message explaining this.

This is a consistent process applied to all billing-related threads, not a response to the content of your criticism. Feedback about support quality is welcome on the forum, and this thread is a good example of that discussion happening openly.

That said, I’d ask that we keep the conversation focused on constructive feedback rather than accusations of bad faith or censorship, as that’s not what happened here. Our community guidelines ask that criticism stay focused on process and outcomes.

For your billing issue specifically: [email protected] is the right channel, and real people do review and respond to those emails. If you haven’t received a response, please reply to your existing email thread so it stays at the top of the queue.

16

hi @mkintner , just want to let you know I had the exact same experience

17

From my side, this is starting to feel like dealing with an insurance company: deny it long enough, keep it in review long enough, and hope the customer eventually gives up.

And just like that, it also feels like the issue is being pushed down and redirected instead of truly addressed. That is exactly what I am experiencing first hand. When a serious billing issue gets trapped in loops, redirected away from public discussion, and never reaches real human resolution, it does not build trust. It makes the problem bigger.

That is why I am asking this question so directly. I’ve been a member here for well over a year, you ever notice why no billing is here! Becuase it is intentally suppressed for a reason!

I have already used [email protected]. I have replied to the same thread. I have explained the issue clearly. What I keep getting back is the same loop with no real resolution, no phone support, no direct human contact, and no clear written policy language that actually answers the dispute.

So please answer this plainly:

What is the next step when [email protected] does not resolve the problem?

This is not a small issue. My card was charged over $2,000. No customer should be expected to sit in an endless email loop when that kind of money is involved. AI replies and templated responses are not enough when a serious billing issue needs real human judgment.

I am not asking for special treatment. I am asking for a real path to resolution when the standard channel fails.

If the forum cannot help with billing directly, then please tell me clearly, for me and for everyone else reading this:

When a customer is already stuck in the [email protected] loop, what is the actual human escalation path?

That is the real issue.

19

What do you do to resolve it? I can’t find any resolution!

20

I hear you, and I understand the weight of this when that kind of amount is involved.

To answer your question directly: [email protected] is the billing support channel, and currently there is no phone support. I know that’s not the answer you’re looking for, but I want to be straightforward rather than vague about it.

That said, billing disputes at [email protected] are reviewed by real people, not automated systems. If you’ve been corresponding and feel the response you received doesn’t fully address your concern, reply to your existing email thread and explicitly request a review of the decision. Keeping everything in one thread helps ensure nothing gets lost.

Billing threads aren’t on the forum because the forum team simply doesn’t have access to billing systems, account details, or the ability to process any changes. It’s not suppression; it’s a limitation of what we can do here.

I realize this doesn’t resolve the frustration, and I’m sorry I can’t do more from the forum side. But I want to make sure you have a clear answer rather than a runaround.

21

@mkintner my experience is it is all AI mirrors. Basically the moderators in the forum I see they have auto replies, I am pretty sure they barely read the content of our messages. If you go through a few topics you see it is just robots. I think AI gives them the reply to push back on user requests, they click approve, if user insists they wait a few days or don’t reply, so we are tired and no longer follow up.

In my experience I paid an Ultra plan in Hong Kong suddenly in the middle of the month Claude models were no longer available. They did not communicate anything. I did not want to play with VPNs or figure out how to make it work, I just want to have a refund and move on, Copilot has greatly catch up and far less expensive because per request.

I tried sending emails to their “[email protected]”, I was replied by a bot 3 times. I posted in forum why model was not available, my posts unlisted. I tried posting in a topic one of their moderators gave AI reply and locked the thread. So basically I could no longer reply. I sent another message in another topic, he removed my message.

Then I went back to [email protected], I sent “talk to human” 2 times. I finally got someone. I got automated AI reply “We are looking at it”. Then 5 days later AI reply to repeat that Claude models were not available in the region, and giving me Anthropic website link, which obviously is irrational because Claude has banned Hong Kong since many months but Cursor was perfectly working. So is vs code.

All AI replies.

24

Yeah i feel like all my emails with cursor are also ai auto replies also. Even important ones about billing bugs.

25

Having the same issue with billing loop and then ghosted. Are there prompts to help move the process along?

26

I asked a few times “talk to human” then the AI bot Sam said a teammate was joining. Then I received what seemed to say a person reply (at least from a different email address)

They said “We are checking”, I bumped , they replied same (both without any content, I suspect AI reply from human email).

Then silence for around a week. Then quote terms to say no refund, but I can cancel subscription to end end of billing cycle.

27

right

29

@InfinityXC_XC – I want to address a few things specifically because some of what you’ve described doesn’t match what happened.

“Moderators barely read content” / “just robots”: I’d ask you to read through this thread again. @condor responded to Alex with a specific explanation of how multiple bug reports help with reproduction across different environments, and directly addressed the question about GitHub and issue tracking. I responded to @mkintner with a straight answer to a direct question: there’s no phone support, [email protected] is the billing channel, and billing issues are reviewed by real people. These replies reference specific things each user said. You’re welcome to disagree with the answers, but claiming nobody reads your messages isn’t supported by the evidence in this very thread.

“My posts unlisted” / “he removed my message”: Your forum threads were unlisted because they contained refund requests. The forum team doesn’t have access to billing systems, so billing threads are redirected to [email protected], which is where refunds can actually be processed. Each of your unlisted threads received a response explaining exactly why it was unlisted and where to go instead. This is the same consistent process that applied to @mkintner’s threads, as I explained earlier. It’s not censorship or suppression; it’s routing issues to the channel that can help.

Regarding the regional model issue, I understand the frustration of losing access to models mid-billing cycle without notice. Model availability in certain regions is determined by the model providers, and when those restrictions change, the impact is real. Details are documented here: Regions.