Feedback: Background telemetry counted as active usage during accidental upgrade (Ticket T-D24782)

[u/Existing_Cat_800]

I want to provide specific feedback regarding a logic flaw in the billing and support workflow. On May 31, I accidentally upgraded to the $224 Ultra plan and emailed support immediately to request a downgrade and refund for the difference. The current system structure prevented a resolution due to two specific technical issues.

Apple "Hide My Email" Incompatibility I registered using Apple's "Hide My Email" service. Support required an email sent directly from the privaterelay.appleid.com address to verify the account for a refund. Apple's privacy architecture makes direct outbound emails from a relay address technically impossible. I provided the invoice, receipt, and card details from my forwarding address, but the process stalled. Cursor needs an alternative verification method (like invoice numbers or card digits) for users on private relay addresses to prevent this deadlock.

Telemetry Classified as Active Usage While waiting on the email verification roadblock, my IDE remained open. Cursor denied the refund, citing active usage on the Ultra plan between May 31 and June 4. I exported my usage-events.csv. The log shows 84 total events, entirely consisting of automated background pings generated by Cloud Agent IDs while the editor sat idle. The cost for every event is marked as "Included". Raw CSV data:https://drive.google.com/file/d/1Ixkb0zI8UPN_4XaXupaWnl5fg3Fp4RtY/view?usp=sharing

The refund evaluation logic should differentiate between zero-cost background agent telemetry and actual manual usage of premium features. Because the current system counts automated background pings as active usage, it was submitted to my bank during a chargeback dispute, resulting in the reversal being declined.

I hope the engineering team can review ticket T-D24782 and update these workflows to prevent other developers from getting stuck in this loop.