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co-pilot not working

Frazer Blyth 0 Reputation points
2026-05-14T18:33:45.67+00:00

Upgraded to 365 premium but co-pilot still not working in any app or by its self

Microsoft Copilot | Other
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  1. Q&A Assist
    2026-05-14T18:34:10.7766667+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    Follow these steps to get Copilot working after upgrading to Microsoft 365 Premium:

    1. Confirm the correct account and license
      • In any Microsoft 365 app (Word, Excel, PowerPoint, Outlook), check the account shown at the top-right or under File > Account.
      • Ensure that this is the account that has the Microsoft 365 Premium (Business Premium) or other eligible Copilot license assigned.
      • If multiple accounts are signed in (work/school + personal), sign out the non-licensed account so the licensed account is the primary one.
    2. Make sure the apps are up to date
      • On Windows, install the latest Office updates as described in Install Office updates (from the Copilot button article). Copilot requires a recent build.
    3. Refresh the license in the desktop apps
      • Windows:
        1. Open any Microsoft 365 app.
        2. Go to File > Account.
        3. Select Update License.
        4. Close all Office apps and reopen them.
      • Mac:
        1. Open any Microsoft 365 app.
        2. From the top menu, select <App name> > About <App name>.
        3. Select More Info….
        4. Select Refresh License.
        5. Close all documents and restart all Microsoft 365 apps.
    4. Check privacy/connected experiences (Mac)
      • In Word, go to Word > Preferences > Privacy.
      • Turn on Experiences that analyze your content.
      • Scroll down and turn on All connected experiences.
      • If the device is managed by an organization, an admin may control these settings.
    5. Check for common causes if Copilot is missing or greyed out
      • Newly assigned license: It can take some time for a new Copilot license to propagate; wait and try again later.
      • Licensing/account conflicts: If both personal and work/school accounts are signed in, Copilot may not validate correctly. Use only the licensed account.
      • Device-based licensing: Copilot is not available with device-based licensing; a user-based license is required.
      • Update channel: Copilot requires Current Channel or Monthly Enterprise Channel; Semi-Annual Enterprise Channel does not support it.
      • Privacy settings: If connected experiences are disabled, Copilot can be blocked.
    6. If Copilot still does not appear
      • Follow the full steps in How to find and enable missing Copilot button in Microsoft 365 apps.
      • If using a work or school account, ask the Microsoft 365 admin to verify:
        • A license that supports Microsoft 365 Copilot is assigned.
        • Copilot is not blocked by organizational policies (for example, in Teams Admin Center or other app policies).
    7. If license validation errors appear in the browser
      • Refresh the page where Copilot should appear.
      • Ensure third-party cookies are enabled in the browser, as blocking them can prevent Copilot from validating the license.
    8. If issues persist
      • Home users: After completing these steps, contact Support using the channel indicated in the Copilot license validation article.
      • Business users: Ask the Microsoft 365 admin to open a support ticket with Microsoft if Copilot still does not work after confirming licensing and policies.

    References:

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