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?
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.
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:
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.
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?
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…
@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.
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.
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.
(I just got out of cursor jail, so can’t say anything negative.)