COPILOT NOT WORKING ON OUTLOOK EMAIL ON RECENTLY UPDATED MS 365 PREMIUM

Question

I have used MS 365 Family for many years and today upgraded to MS 365 Premium so that I could access all the Copilot features. I use a Macbook Pro 2025 version. Copilot now shows in word, excel, powerpoint etc and it works but it will not run in Outlook. All Apps including Outlook have been updated to the latest versions (16.107.2) and Outlook account 'about info' tells me it is using MS 365 Premium subscription. The email address is a Microsoft based account. The Copilot logo shows at top right of outlook but it does not allow anything, like drafting, summarising etc.

Can anyone suggest what might be missing?

Answer 1

You suggestions above look great but none of the options can be found. To be clearer I use MacOS Tahoe Version 26.3.1(a) which is the latest. It seems your suggestions might be for a different version as I cannot find any of the options to action in your list above.

Answer 2

You suggestions above look great but none of the options can be found. To be clearer I use MacOS Tahoe Version 26.3.1(a) which is the latest. It seems your suggestions might be for a different version as I cannot find any of the options to action in your list above.

Answer 3

The subscription and app versions are correct, so the issue is most likely one of the known Copilot enablement conditions for Outlook rather than the Mac, version, or license type.

Check the following points in order:

1. Confirm the signed‑in account with Copilot
   • In Outlook for Mac, verify that the primary account shown at the top right is the Microsoft account that holds the Microsoft 365 Premium (with Copilot) license.
   • If multiple accounts are added (work/school + personal), licensing conflicts can prevent Copilot from validating correctly. Temporarily sign out/remove additional accounts, then restart Outlook and test Copilot again.
2. Verify Copilot is allowed by privacy/connected experiences
   • Copilot requires connected experiences to be enabled.
   • In Outlook, open the privacy settings and make sure connected experiences are not turned off. Accounts with connected experiences toggled off are ineligible for Copilot access or sharing.
3. Make sure the mailbox type is supported
   • Microsoft 365 Copilot in Outlook is only supported on primary mailboxes hosted on Exchange Online.
   • Copilot is not available on archive mailboxes, group mailboxes, or shared/delegate mailboxes. Ensure the mailbox being used is the primary Microsoft account mailbox, not a shared or delegated one.
4. Refresh the license in a Microsoft 365 app
   • In any Microsoft 365 app (for example Word or Excel on Mac), go to the account settings and trigger a license refresh (Update License if available), then fully quit and restart Outlook.
   • Newly upgraded licenses can take some time to propagate; a refresh plus a short wait can resolve missing or non‑functional Copilot features.
5. Check for known Copilot issues and update channel
   • Copilot can be missing or disabled if there are licensing/account conflicts or if privacy settings block it.
   • Keep Outlook on the latest Current Channel build and install any available updates; some Copilot issues are known product issues that are fixed in newer builds.

If, after confirming the correct primary account, enabling connected experiences, ensuring the mailbox is a primary Exchange Online mailbox, refreshing the license, and updating Outlook, Copilot still shows but does not respond (no drafting/summarizing), this matches the “Copilot is missing, disabled, or doesn’t work correctly” symptom set and requires contacting Microsoft support so they can check the Copilot entitlement and backend configuration for the account.

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References:

• Sharing Copilot in Outlook
• How to find and enable missing Copilot button in Microsoft 365 apps
• Copilot is missing, disabled, or doesn't work correctly
• Microsoft 365 app and network requirements for Microsoft 365 Copilot
• Microsoft 365 Personal, Family and Premium subscription benefits