Copilot not returning results to queries across devices, despite active subscription without restrictions/usage limits

Question

Hi guys,

Copilot is not returning any results in MS Edge running https://copilot.microsoft.com/ AND not working via Copilot app either - continuously shows a loading symbol when I query (happens in both new and existing chats). My top-tier Microsoft subscription is active with Copilot subscription sans of limitations (successfully renewed about 1-2 months ago). I am connected to the internet. Microsoft Edge updated to latest version.

It happened all of a sudden today, part-way through the morning after Copilot was working fine. Nothing changed, no blockers enabled, or other. I even updated Windows and restarted my machine - still no good. General web browsing also fine.

Anybody else experiencing something similar?

Answer 1

Copilot issues that suddenly appear across devices, despite an active subscription and no local changes, are commonly caused by license validation, account, or service-side propagation problems rather than browser or OS configuration.

For Microsoft 365 Copilot and Copilot on the web, use the following checks and steps:

1. Confirm the correct account and license
   • In any Microsoft 365 app (for example, Word or Excel on desktop or web), verify that the signed-in account is the one with the Copilot subscription.
   • For home use, the account must have Microsoft 365 Personal or Family, or Copilot Pro.
   • For business use, the account must have a Microsoft 365 Business (Basic/Standard/Premium) or Enterprise (E3/E5/F1/F3) subscription plus Microsoft 365 Copilot.
   • If signed in with multiple accounts (work + personal), sign out of all, then sign in only with the licensed account and test again.
2. Refresh the Copilot/Microsoft 365 license
   • Windows desktop apps:
     1. Open any Microsoft 365 app.
     2. Go to File > Account.
     3. Select Update License.
     4. Close all Microsoft 365 apps and reopen them.
   • Mac desktop apps:
     1. Open any Microsoft 365 app.
     2. Select the app name menu (for example, Word) at the top of the screen > About <app name>.
     3. Select More Info... > Refresh License.
     4. Restart all Microsoft 365 apps.
   • After refreshing, wait a short period and try Copilot again in both the apps and the browser.
3. Check for license validation issues in the browser
   • Copilot license validation in web apps requires third-party cookies.
   • In Microsoft Edge:
     1. Go to Settings and more > Settings > Cookies and site permissions > Manage and delete cookies and site data.
     2. Ensure Block third-party cookies is set to Off.
   • If using other browsers (Chrome, Firefox, Safari), ensure third-party cookies are allowed as described in the Copilot license validation guidance.
   • If third-party cookies were blocked, enable them, refresh the Copilot page, and test again.
4. Verify privacy/connected-experiences settings (desktop apps)
   • On Mac (and similarly on Windows where applicable):
     1. Open Word.
     2. Go to Word > Preferences > Privacy.
     3. Ensure Experiences that analyze your content is turned on.
     4. Ensure All connected experiences is turned on.
   • If these are off, Copilot features may not appear or function correctly.
5. Consider propagation or transient service issues
   • Newly assigned or recently renewed Copilot licenses can take time to propagate across services and APIs. During this window, calls to Copilot services (including retrieval APIs and UI experiences) can fail with license-related behavior even though the subscription appears active.
   • Similar issues reported with the Microsoft 365 Copilot Retrieval API resolved themselves after some hours without configuration changes, indicating back-end propagation or transient service conditions.
   • If Copilot was working earlier the same day and then stopped across all devices with no local changes, a transient service-side issue or delayed license propagation is likely. Waiting and retrying later can resolve it.
6. If the issue persists
   • For home users: after confirming account, license, cookies, and privacy settings, and after allowing some time for propagation, contact Microsoft Support from the Copilot or Microsoft 365 help channels.
   • For business users: ask the Microsoft 365 admin to verify that:
     • A license that supports Microsoft 365 Copilot is assigned.
     • Copilot is not blocked by organizational policies.
     • Network requirements for Microsoft 365 Copilot are met.
   • The admin can then open a support ticket with Microsoft if Copilot still does not return results.

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References:

• How to find and enable missing Copilot button in Microsoft 365 apps
• Copilot is missing, disabled, or doesn't work correctly
• I am getting license validation errors with Copilot
• FAQ about Copilot in Dynamics 365 Sales
• Microsoft 365 Copilot Search frequently asked questions
• Microsoft 365 Copilot Retrieval API errors with Authorization Failed - User does not have valid license - Microsoft Q&A

Answer 2

All fixed now. Signing out of account and signing in again resolved it