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Copilot not available in Outlook (Classic) but works in other Office desktop apps

Tee 20 Reputation points
2026-06-08T10:17:24.3733333+00:00

Copilot doesn't display in Outlook (Classic), but works in other Office desktop apps.

Recently (>96 hours ago) added Copilot Business Premium license for users. One user is having a problem with Copilot not apearing at all in Outlook (Classic).
Tried the following:
Signed out of Copilot 365 and signed back in again and Copilot 365 shows the Premium license. Copilot shows in Word, Excel and Outlook (new). But it doesn't display the Copilot add-in / button in Outlook (Classic) in either the main Outlook window, or a new email message. Alt + I also doesn't work in Outlook (Classic), but does in Outlook (New)

  1. The user is signed in with their M365 business account (that also has a Microsoft 365 Business Standard license), no other Microsoft account (personal or Work/school) is associated with this user.
  2. Installed latest Office updates. Office is updated to latest version AND it's on Current Channel:
  • Microsoft Outlook for Microsoft 365 MSO (Version 2605 Build 16.0.20026.20140)
    Channel Version Build Latest release date Version availability date End of service

Current Channel 2605 20026.20140 June 2, 2026 May 20, 2026 Version 2606 is released

  1. Have checked the Update License option (note Copilot already disaplys in the other Office apps , Excel, Word, Powerpoint) anyway!!!)
  2. Optional Connected Experiences is turned on in Privacy Settings.
  3. Have run a full Online repair in Office (Copilot still shows in other Office apps, but not in Outlook (Classic))
  4. Have signed out of Office and signed back in.
  5. Checked another user account in the same M365 tenant with the same licenses, and that user can see Copilot in Outlook (Classic).
  6. I've looked at this article (refer to comments 1-4 above) and none of it is helpful:
    https://support.microsoft.com/en-us/office/how-to-find-and-enable-missing-copilot-button-in-microsoft-365-apps-c8482b93-4b96-4bb8-8ec9-5148f4d42441

These are areas in Outlook (Classic) that I would expect to see Copilot (that I can see on another computer with a different user account).
User's image

Outlook | Windows | Classic Outlook for Windows | For business
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Answer accepted by question author

Vergil-V 14,030 Reputation points Microsoft External Staff Moderator
2026-06-08T10:52:07.3266667+00:00

Hi Tee
Thank you for sharing the details of your situation. It helps provide better context and allows me to narrow down the research more effectively. 

You may consider trying the following troubleshooting steps to see if they help: 

First, you can clear any stored credentials related to the affected account in Windows Credential Manager. 

image

Then, create a new Outlook profile and sign back in with the affected account.  

 

If the issue still persists, I recommend reaching out to the Microsoft Support team for more advanced troubleshooting.  

Please note that we are not Microsoft support, and this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, do not have backend access and cannot directly intervene in Microsoft products or features. Our role is limited to providing technical guidance and best practice recommendations based on reported issues, requests, or ideas. 

You can contact Microsoft Support using the following options: 

1/ Contact Microsoft Support via Phone  

Your Global Admin can find the appropriate customer service phone numbers here: Customer service phone numbers - Microsoft Support  

Please note: An AI system may initially handle the call. Kindly follow the prompts carefully to be connected to a human support agent.  

2/ Ask your organization’s admin to raise a ticket  

Your Global Admin can submit a support request through the Microsoft 365 Admin Center.   For step-by-step guidance, please refer to: Get support - Microsoft 365 admin | Microsoft Learn  

I hope this provides further insight and helps you move forward. 

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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  1. Tee 20 Reputation points
    2026-06-08T11:06:46.5266667+00:00

    Recxreating the user's Outlook profile worked

    1. This shouldn't be required to recreate an Outlook profile - this is ridiculous.
    2. This information should be included in this article (https://support.microsoft.com/en-us/office/how-to-find-and-enable-missing-copilot-button-in-microsoft-365-apps-c8482b93-4b96-4bb8-8ec9-5148f4d42441)

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  2. Tee 20 Reputation points
    2026-06-08T10:23:27.4466667+00:00
    1. Confirm that Copilot isn’t being blocked by organizational policy Answer: Obviously Copilot isn’t being blocked by organizational policy - it works in other Office apps (Word, Excel)
    2. Re-apply the standard Copilot “missing” troubleshooting steps Answer: I've alrteady linked to this article and added all my response.
    3. Check for known issues and channel-specific behavior Answer: Have already noted tham I'm on Current channel.
    4. Allow for license and configuration propagation Answer: It's been four days!.
    5. Escalate to Microsoft support if still missing Answer: This should be in the "Copilot “missing” troubleshooting steps " that I linked to earlier

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