Microsoft 365 Business with Copilot subscription not working

Question

I received a notification that my subscription needed updating for this year and was offered Microsoft 365 Business again with Copilot.  However, Copilot now works through Safari rather than the app and I can’t use Microsoft Word to save or print my documents. What’s going on?

Answer 1

Hi Al

Thank you for posting question to Microsoft Q&A Forum.

I would like to share some information from my research that I hope will be helpful that based on what I’ve found, this behavior might happen after a subscription renewal. While your account is active on the web (which is why Safari works), the Word app on your Mac is still holding onto the old, expired license information. You can try to:

Reset Your Office Activation (Fixes Saving/Printing): You should clear the old license cache so the app can sync with your new Business subscription.

How to remove Office license files on a Mac - Microsoft Support

Update Office (Required for Copilot): Copilot requires the specific build of Word to appear in your ribbon.

Update Office for Mac automatically - Microsoft Support

Verify Copilot Usage

Once Activated and Updated, please note that Copilot in the Word desktop app has specific storage requirements. The Copilot button may remain greyed out if you are working on a local file.

How to find and enable missing Copilot button in Microsoft 365 apps - Microsoft Support

(Ensure the document is saved to OneDrive or SharePoint and AutoSave is toggled ON in the top left corner).

I hope this information is helpful.

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Answer 2

It seems that you are experiencing issues with your Microsoft 365 Business subscription that includes Copilot. Here are a few potential reasons and solutions for the problems you're facing:

1. Subscription and Licensing Issues: If your subscription was recently updated, it may take some time for the new license to propagate. Ensure that you are assigned a license that supports Microsoft 365 Copilot and that it isn't blocked by your organization's policies.
2. App Functionality: If Copilot is working through Safari but not in the app, this could indicate a problem with the app itself or its connection to your account. Make sure that your Microsoft 365 apps are updated to the latest version.
3. Internet Connectivity: Ensure that your internet connection is stable, as connectivity issues can affect the performance of Microsoft 365 applications.
4. Office Activation: If you have recently reset or updated Office, it may impact your activation status. You might need to reactivate your Office apps.
5. Device-Based Licensing: If you are using device-based licensing, note that Copilot is not available in such environments; you need a user-based license assigned.

If these suggestions do not resolve your issues, consider reaching out to your Microsoft 365 administrator or Microsoft support for further assistance.

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References:

• Copilot is missing, disabled, or doesn't work correctly
• Microsoft 365 Copilot