I wanted to ask whether others are having similar experiences with Cursor support.
In my case, I am sometimes ignored for days when writing to [email protected]. Cursor frequently states that there is active support available, but in practice I often have to send 15–20 emails before receiving a response. When a reply finally comes, it is often not very helpful or does not actually resolve the issue.
What makes it even more frustrating is that when I respond with follow-up questions or additional details, I often receive no reply again.
This has been a really poor experience, especially for a paid product.
Has anyone else experienced long response times, missing replies, or unresolved support conversations like this?
I’d be interested to know whether this is an isolated case or a more common issue.
For what it’s worth: I’m on the Cursor Ultra subscription, and I’m still very dissatisfied with the support.
So in my experience, this is not related to the plan level at all. Even with Ultra, I had situations where 20+ emails were ignored for weeks. No acknowledgment, no follow-up, nothing.
Only after I repeatedly wrote again and publicly expressed my frustration here in the forum did the response frequency improve slightly. Before that, it honestly felt like my messages were just disappearing into a void.
That’s not how support for a paid, professional tool should work, regardless of the subscription tier.
yes. they are ignoring me totally as they owe me money! I’ve supported cursor from 2024 paying them a considerable amount so this is pretty frustrating
Hi, Whats problem you experience that get ignore from Cursor Support? Especially writing via email? i will try to help with pass this into Cursor Team. Thank
I’m currently experiencing frequent connection dropouts again, and I’ve been emailing [email protected] with request IDs, but so far there has been no response. Since the last update, Cursor has become very unstable again. Before that update, it was actually working fine for me.
I’ve been in contact with someone named Roshni, but the response times are highly inconsistent. Sometimes I get a reply after a day, other times it takes weeks, despite multiple follow-ups. That makes the situation very confusing and difficult to handle.
Right now, this is critical for me. Productive work is practically impossible because of constant interruptions and connection errors. This is especially frustrating given that I’m paying around 200 USD per month. At this price point, I expect reliable software and responsive support.
On top of that, despite the repeated issues and lost work, no compensation or free quota has been offered so far. From a customer perspective, this feels very unfair.
If you’re able to pass this feedback directly to the Cursor team, I would really appreciate it.
Just to add one more important point:
Last month I paid over 300 USD in total. Because of all the issues and interruptions, I had to top up an additional ~100 USD just to finish urgent work. That should not be necessary for a paid tool, and it’s not acceptable.
I always get a response from the email support in couple of days. I think you should not bother them on email with ‘general’ support and rather post that here. The email support is mainly for concerns involving personal data and so on.
On the other hand I have reported a bug 3 times so far, once on this forum, once via email and once by directly talking to a support member. On all 3 occasions I was told the bug has been escalated to the developer team to be fixed. It has been over half a year and bug is still present. I do not like making assumptions, but based on the nature of this bug, I am relatively sure it is a one line fix.
That may be true, but then this needs to be communicated much more clearly.
If email support is not intended for general technical issues, this should be stated explicitly. I only learned about this forum very late, and until then, email support was presented as a primary support channel. From the outside, there is no clear indication that email should only be used for personal data or billing topics.
This should be communicated publicly and transparently.
Also, there are valid reasons why some issues are not suitable for public discussion. In my case, I am often asked to provide request IDs, logs, and other sensitive technical details, which I am not comfortable sharing publicly in a community forum.
So while community support can be helpful, it cannot replace a proper private support channel for certain types of issues.
Clear expectations and clear communication about support channels would already help a lot.
Thank for your information, will try to reach Cursor Team regarding this matter. For Bug, you can go on Bug Reports - Cursor - Community Forum since there are dedicated team that will help you fix your bug.
Regarding this matter, Request ID only be able access by Cursor Team, for log and sensitive technical details, you can DM Cursor Team after you report on that forum category. So your data keep on private.
I imagine they have an insane backlog and not a large enough team to cover everything which basically means a lot of not urgent things that aren’t service/app breaking get ignored