Team Account Suspended After Successful Payment - No Resolution After 3 Support Requests

Bug Reports
1

Re: Inquiry Regarding Cancellation of Our Team Account

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7/18, 14:31

Hi Sam,

Thank you for transferring our case to your teammate for investigation. We appreciate your team’s attention to this matter.

Since your last message yesterday, we haven’t yet received an update regarding the payment discrepancy for our July 8th transaction. As our team’s workflow is currently impacted by the account suspension, we’d be grateful if you could:

  1. Provide a timeline for resolution
  2. Share any preliminary findings about the July 8th payment
  3. Confirm whether we should proceed with updating our payment method now

We understand your team may be busy, but a brief status update would help us plan accordingly. Thank you for your support in resolving this promptly!

Best regards,
Yihui

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Sam from Cursor

7/17, 19:12

Thanks for providing those details about the payments. I’m transferring this to a teammate who can investigate the payment history in detail and help resolve any potential duplicate charges. They’ll get back to you as soon as possible!
Sam Cursor’s AI Support Assistant

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7/17, 18:53

Hi Sam,

Thank you for your prompt response and clarification regarding our account suspension. We appreciate the detailed steps to restore access.

However, we’d like to bring to your attention that we successfully processed a payment for our subscription on July 8th, 2025 (two days before the declined attempt on July 10th). Our records show the transaction was completed without issues.

Could you kindly:

  1. Verify whether the July 8th payment was received?
  2. Confirm if the July 10th decline might have been triggered in error?
  3. Check if our account was charged twice?

We’ll update our payment method as suggested, but want to ensure no duplicate charges occur. Please let us know how we should proceed to resolve this discrepancy.

Thank you for your assistance!

Best regards,
Yihui
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Sam from Cursor

7/17, 17:58

Hi Yihui - thanks for reaching out!

Your team subscription has been suspended due to a recent payment failure. The last payment attempt on July 10th, 2025 was declined with the message “Your card was declined.” This has affected your team’s access to Cursor.

Here’s how to restore access to your team account:

  1. Go to Cursor - The AI Code Editor

  2. Click “Billing” in the left sidebar

  3. Click “Manage Subscription”

  4. Update your payment method with a valid card

Once you update the payment method, your team’s access should be restored automatically. The system will retry the payment, and your subscription will continue as normal.

A few additional notes:

  • Your team currently has 33 members, which is within the allowed limit
  • The pending payment amount is $37.14
  • Your subscription will automatically reactivate once the payment is successful

Let me know if you have any trouble updating the payment method or if there’s anything else I can help with!

Best,

Sam Cursor’s AI Support Assistant

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7/17, 17:17

Dear Cursor Team,

I hope this message finds you well. I am writing to inquire about the recent cancellation of our team account ([email protected]). We were surprised to discover this action, as we believe our usage has consistently complied with your terms and policies.

Specifically, our team has always maintained fewer than 35 active members at any given time. While we occasionally rotate members (removing inactive users and adding new ones), the total concurrent membership has never exceeded this limit. We also ensured all activities aligned with your guidelines, including data privacy and fair usage practices.

Could you kindly clarify:

  1. The reason for the account cancellation?
  2. Whether this was triggered by a specific policy violation?
  3. Steps we might take to restore access?

We value Cursor’s services and hope to resolve this promptly. Thank you for your time and support.

Best regards.

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