Where is copilot in Outlook? It was there and now it is gone?

Question

Where is copilot in Outlook? It was there and now it is gone?

Michael Poczynek 0

I am running Outlook Desktop on Windows 11, and I have Office 365 Premium with CoPilot. I did have CoPilot, which is why I signed up for Premium, and now it is GONE? Online help has been useless telling me:

Copilot is currently available only for Exchange accounts in Outlook. Based on the logs, your account is configured as IMAP, which does not support Copilot features.

Any help would be appreciated.

This is my Outlook version:

Microsoft Outlook Version: 1.2025.1104.200

Client Version: 20251031008.30

WebView2 Version: 142.0.3595.80 (Stable)

Session ID: PII removed

Jay Tr 14,310 Reputation points Microsoft External Staff Moderator

2025-11-17T23:07:22.4433333+00:00

Hi @Michael Poczynek,

I hope everything is going well on your end.

I’m following up on the support thread we've been working through together. I wanted to check in and see if the information I shared in my previous answer helped resolve the issue you were experiencing.

If you're still experiencing any issues or have further questions, please feel free to reach out at any time. I’m always happy to help if you need anything else.

We want to ensure everything is functioning smoothly and that your experience remains seamless.

Thank you again for your collaboration throughout the troubleshooting process.

I look forward to hearing from you soon.

Warm regards,
Michael Poczynek 0 Reputation points

2025-11-18T09:46:49.46+00:00

Nothing has been resolved — not even close. Every step feels like a fight.

I still can’t delete and re-import my 4,500 contacts because Outlook doubled them to 9,000 and then slapped a 10-contact delete limit on me.

I paid for Office Premium specifically to use Copilot with my IMAP Gmail account. It didn’t work, and now it’s gone.

Adding additional email accounts is needlessly difficult.

Every so-called “resolution” goes nowhere and has burned an embarrassing amount of my time.

On top of that, the “help” I’ve received has come from a carousel of AI agents giving useless or contradictory answers, and I’ve now tried fixes in both the online Outlook and the old Classic Outlook. None of it worked.

I’ve solved the issue myself by abandoning Outlook entirely and going back to Gmail in Google Chrome. It cost me money, it cost me time, and frankly, the new Outlook is a lemon. Instead of explaining its shortcomings, please fix them.
Jay Tr 14,310 Reputation points Microsoft External Staff Moderator

2025-11-18T16:25:53.1033333+00:00

Hi @Michael Poczynek,

Thank you for sharing the update on your case. I’m delighted to hear that the issue has been resolved.

As a forum moderator, I hope you understand that I don’t have the ability to modify or escalate product issues directly. However, I strongly recommend submitting your feedback through the Outlook (new) · Community portal. This is the most effective way to ensure your voice reaches the product team and can be considered for future improvements.

Once you've submitted your feedback, feel free to share the link here in the comments. I’ll be happy to upvote it to help bring more visibility.

Additionally, since many other users have expressed similar concerns but may not know where to submit feedback, if my response has helped you better understand the situation and guided you toward a possible next step, please mark it as the “Accepted Answer.” Your action will help pin this post to the top, making it easier for others in the community who are experiencing the same issue to find your feedback and support it.

If you have any questions or concerns in the future, please feel free to reach out. I’ll be happy to assist you, and our moderators in the Q&A forum are always ready to provide guidance and support.

We truly appreciate your continued trust as a Microsoft customer. Thank you again for keeping us informed, and please don’t hesitate to contact us if you need any further assistance.

Wishing you a wonderful day ahead.

3 answers

Your answer

Jay Tr 14,310 Reputation points Microsoft External Staff Moderator

2025-11-17T23:07:22.4433333+00:00

Hi @Michael Poczynek,

I hope everything is going well on your end.

I’m following up on the support thread we've been working through together. I wanted to check in and see if the information I shared in my previous answer helped resolve the issue you were experiencing.

If you're still experiencing any issues or have further questions, please feel free to reach out at any time. I’m always happy to help if you need anything else.

We want to ensure everything is functioning smoothly and that your experience remains seamless.

Thank you again for your collaboration throughout the troubleshooting process.

I look forward to hearing from you soon.

Warm regards,
Michael Poczynek 0 Reputation points

2025-11-18T09:46:49.46+00:00

Nothing has been resolved — not even close. Every step feels like a fight.

I still can’t delete and re-import my 4,500 contacts because Outlook doubled them to 9,000 and then slapped a 10-contact delete limit on me.

I paid for Office Premium specifically to use Copilot with my IMAP Gmail account. It didn’t work, and now it’s gone.

Adding additional email accounts is needlessly difficult.

Every so-called “resolution” goes nowhere and has burned an embarrassing amount of my time.

On top of that, the “help” I’ve received has come from a carousel of AI agents giving useless or contradictory answers, and I’ve now tried fixes in both the online Outlook and the old Classic Outlook. None of it worked.

I’ve solved the issue myself by abandoning Outlook entirely and going back to Gmail in Google Chrome. It cost me money, it cost me time, and frankly, the new Outlook is a lemon. Instead of explaining its shortcomings, please fix them.
Jay Tr 14,310 Reputation points Microsoft External Staff Moderator

2025-11-18T16:25:53.1033333+00:00

Hi @Michael Poczynek,

Thank you for sharing the update on your case. I’m delighted to hear that the issue has been resolved.

As a forum moderator, I hope you understand that I don’t have the ability to modify or escalate product issues directly. However, I strongly recommend submitting your feedback through the Outlook (new) · Community portal. This is the most effective way to ensure your voice reaches the product team and can be considered for future improvements.

Once you've submitted your feedback, feel free to share the link here in the comments. I’ll be happy to upvote it to help bring more visibility.

Additionally, since many other users have expressed similar concerns but may not know where to submit feedback, if my response has helped you better understand the situation and guided you toward a possible next step, please mark it as the “Accepted Answer.” Your action will help pin this post to the top, making it easier for others in the community who are experiencing the same issue to find your feedback and support it.

If you have any questions or concerns in the future, please feel free to reach out. I’ll be happy to assist you, and our moderators in the Q&A forum are always ready to provide guidance and support.

We truly appreciate your continued trust as a Microsoft customer. Thank you again for keeping us informed, and please don’t hesitate to contact us if you need any further assistance.

Wishing you a wonderful day ahead.

Answer 1

Hi @Michael Poczynek,

Welcome to Microsoft Q&A forum.

Thank you for reaching out and sharing details regarding your question with Copilot in New Outlook.

According to your concern, by default, Microsoft 365 Copilot is only supported on primary mailboxes that are hosted on Exchange Online. If you were able to use Copilot in Outlook with your IMAP, and the Copilot option disappeared recently, could be due to your Outlook profile making IMAP the primary mailbox, a license or identity change, client updates or policies enforcing Exchange Online, or admins disabling Copilot or related features.

To resolve the issue, please follow these steps:

Add or switch to an Exchange Online mailbox as your primary account in Outlook.

In New Outlook, select the Gear icon on the top.
Select Account > Your accounts > Add accounts.

User's image

Ensure your Copilot license is active and associated with that account.

Sign into My account, select Subscriptions on the left pane.
Verify if Copilot license is available.

Check organizational policies

If you’re in a managed environment, confirm with your organization's IT admin that Copilot or connected experiences haven’t been disabled via Entra Conditional Access.

Test in Outlook on the web

Log in to Outlook on the web with your Exchange Online account. If Copilot appears there, the issue is likely client-specific.

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this.

Thank you for your patience and your understanding. If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.

I look forward to continuing the conversation.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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Answer 2

Michael Poczynek 0

This was ALWAYS an IMAP account and I had Copilot.

0 comments

Answer 3

Copilot in Outlook is only available for primary mailboxes hosted on Exchange Online. If your account is configured as IMAP, as indicated by the logs, it does not support Copilot features. This could explain why you previously had access to Copilot and now it is gone. To resolve the issue, you would need to ensure that your mailbox is set up as an Exchange account rather than IMAP.

If you are using an Exchange account and still do not see Copilot, you may want to check with your Microsoft 365 admin to ensure that your account is properly licensed and that Copilot is not blocked by any organizational policies.

References: