As someone who prepaid a 12 month subscription to Cursor Ultra WAY before any announcement of Cursor and SpaceXAI even working together (let alone merging), I would appreciate some way forward to migrate to the SuperGrok Heavy subscription (with Cursor Ultra included).
I agree with others that there does not appear to be an actual “accounts team” in that the “hi” email is just a bot that says it can’t do anything for my specific case and ticket number. When I asked it to escalate to a human operator, it ghosted me, and I received a “How did we do? / Rate our support response” email hours later.
While “we can’t refund used pre-paid subscriptions” is conceptually valid, considering the massive change in companies / subscription benefits and the current offer(s) on hand, I would think human account interventions and exceptions would be the way forward with this. A pro rated refund for the upcoming (unused) months or some conversion math discount direct into a SuperHeavy subscription would be what I would want as a consumer / paying customer.
Please advise on the correct way forward with this.
Hey @Nasugo, this one is account-specific. Converting a prepaid Ultra subscription, and any pro-rate or credit request, has to be handled by our team at [email protected] since it depends on your individual billing. I can’t do anything or promise anything here on the forum.
A couple things that will help move it forward when you email them:
Mention that your request is a migration or conversion of an existing prepaid Ultra plan, not a duplicate ticket.
If you already have a ticket number, include it so everything stays in one thread.
The first replies you get are automated triage and don’t change the ticket status. It stays in the queue for the team either way.
If it’s still stuck after they take a look, post back here and I’ll help point you in the right direction.
I first contacted [email protected] via email and received the support ticket number T-E94267 where the bot said it couldn’t do anything. This is the chain where I asked if I could get escalated to a human operator, but I was ghosted.
I tried reaching out via a support ticket while logged in to the website with my Cursor account attached to the active prepaid Ultra subscription, and received ticket number T-E94390
However, I almost immediately received an email from the [email protected] bot saying it was a dupe of T-E94267 and that T-E94390 would be closed.
I have so far received no further communication, bot nor human.
If I could get some human account team assistance with this, it would be much appreciated.
This is not a how-to question. It is an account provisioning failure. Please escalate to the Accounts team.SuperGrok Heavy is paid and active. Grok Bot is stuck on an exhausted Cursor trial. “Link SuperGrok Heavy” only shows “you already have it” and does not grant Ultra. I cannot log out or cancel the trial in the app.I need a human to:
Cancel/clear the Cursor trial on this account
Provision free Cursor Ultra from SuperGrok Heavy
Unblock Grok Bot
Cursor email: [email protected]
SuperGrok Heavy email: [email protected]
Platform: Windows Screenshots attached. Please assign a ticket ID and confirm a human has this.
@deanrie Important update for ticket T-E89095: Billing Support has now provided an exact cancellation timestamp, and this should not be classified merely as a deleted-account relinking request.
The sequence is:
Cursor associated my SuperGrok Heavy benefit with an old Cursor account that I did not knowingly select or authorize.
Cursor Ultra and Grok Bot worked for approximately half a day and then disappeared.
Billing now says the $0 Ultra entitlement was canceled at 10:46 UTC on August 17 and Stripe records “cancellation requested.”
I did not request or authorize that cancellation.
I deleted the unintended old account only afterward, on August 18, as a recovery/security step. Therefore, deletion cannot explain the August 17 cancellation.
Billing also states that it has no click-log showing which Cursor account I explicitly selected and confirmed during linking.
You previously acknowledged that my benefit was “linked to an old account you didn’t choose” and “reverted to the Free plan after half a day.” Those facts, together with Billing’s latest reply, show that the original incidents were an unintended account association and an unexplained same-day entitlement cancellation. The orphaned link after deletion is a third failure, not the root cause.
Please escalate the underlying cancellation and provisioning event to the Engineering/account-provisioning owner. The key unanswered question is: what user, service, system process, API request, or administrative action submitted the cancellation at 10:46 UTC on August 17 while my annual SuperGrok Heavy subscription remained active?
I am requesting restoration of Cursor Ultra and Grok Bot to my intended secure account, investigation of the unexplained cancellation, compensation for the inaccessible period, and preservation of the relevant onboarding, entitlement, billing, and cancellation logs. I am not requesting a refund.
@deanrie Honor the live offer. Provision Ultra today.
I paid for SuperGrok Heavy because Cursor’s own help page says Heavy customers get Cursor Ultra at $0. I am looking at that page right now in Chinese:
It still says:
• “订阅 SuperGrok Heavy 即可免费获得 Cursor Ultra。”
• “符合条件的客户可获赠免费 Cursor Ultra，价格为 0 美元，包含 Grok Bot 访问权限。”
• “无需提供 Cursor 付款卡。”
• Ultra stays free as long as Heavy renews.
That is Cursor Ultra at $0. Not Grok Bot on a Free Cursor account. Not “buy Pro $20.”
After linking:
• SuperGrok Heavy: active
• Grok Bot: Heavy usage at 1% — the link worked
• Cursor plan: still Free
• Cloud Agents: locked (“requires a Pro Account”)
• Billing: only paid Pro $20/mo, no Ultra at $0
I did not miss a step. Heavy is attached. Ultra was not granted.
AI support on ticket T-F3348 said linking “does not create an Ultra plan” and Free is “expected.” That follows a rewritten English page. It contradicts:
the Chinese page that is still live
your Aug 15 reply in this thread: “Cursor Ultra stays active as long as your SuperGrok Heavy subscription is active”
Keep advertising Ultra at $0 in Chinese, rewrite English, let a bot refuse the grant, and lock Cloud Agents — that is bait-and-switch.
I will not buy Pro $20. I already paid for Heavy on the published Ultra-$0 terms.
A human, in writing, today:
Provision Cursor Ultra at $0 on this account now. That is the live offer. That is what I paid for.
If you will not honor that page, compensate me for the Ultra I was promised and did not receive: complimentary Ultra and/or equivalent Cursor usage. I am not asking for money back. I am asking for the product, or compensation in product.
Ticket: T-F3348
Screenshots: Chinese help page, billing (Free + Heavy 1%), Cloud Agents locked.
@deanrie New evidence. I just completed the official link flow. This is the confirmation screen:
Title: “Your SuperGrok Heavy subscription is linked”
Body: “Grok Bot access and included usage will use the higher of your two linked plans.”
Plans shown:
• SuperGrok — SuperGrok Heavy
• Cursor — Cursor Free
So the link worked. Cursor’s own success page now lists Cursor Free as the outcome.
That directly contradicts the still-live Chinese help page:
Please note that the promotion including Cursor Ultra with SuperGrok Heavy has ended! Existing SuperGrok Heavy who have already claimed Cursor Ultra continue to have access.
Grok Bot is still available for SuperGrok Heavy users (and others)! See below.
Account-specific billing questions need to go through [email protected]. They cannot be handled on the forum.
If you’ve already emailed, please continue the conversation there!
