copilot is no longer working on outlook classic

Question

copilot is no longer working on outlook classic

Mohamed Mahmoud 10

i'm facing a problem with my outlook classic, copilot was working before fine but suddenly it's stopped working for outlook only, out of the sudden the summarize button no longer displaying inside emails, i have tried all the solutions i found online but not useful, even unistalled all office apps and reinstalled even my company IT admin cannot solve it please look into it and advise as it's important to me to have that option activated

Mohamed Mahmoud 10 Reputation points

2026-06-25T13:55:42.3733333+00:00

i have verified the license it's still assigned no change have been made, and regarding the Basic snap all of my colleagues have the same as me and the copilot is working just fine for them the only difference between me and them that the copilot is displaying in their outlook on the top right while on mine not showing even in the apps and addons not showing while i tried to add the app it shows it's already added if i clicked on open no action or change is made even tried to reinstall but yet not solved
Jack Hammond 0 Reputation points

2026-07-08T08:06:55.5833333+00:00

Still experiencing this issue on some devices but not all

Answer recommended by moderator

Anonymous

@Mohamed Mahmoud @Gabriel-N The steps I shared to revert should mitigate the issue. The Outlook Team is working on a service fix which is currently estimated get to everyone by end of day Monday 6/29. To get the fix you will need to restart Outlook after the service fix has been rolled out.

This issue is tracked in the Service Health Dashboard as:

CP1403203 - Some users may be unable to see the Microsoft 365 Copilot button or open Copilot in all Outlook clients
CW1404195 - Some users may be unable to see the Microsoft 365 Copilot Chat button or open Copilot Chat in all Outlook clients

Here are the revert steps:

Revert Current Channel to the build before the issue started.

Open a Command Prompt in Administrator context
Type or paste the command below and press Enter:

"%programfiles%\Common Files\Microsoft Shared\ClickToRun\officec2rclient.exe" /update user updatetoversion=16.0.20026.20168

Gabriel-N 20,755 Reputation points Microsoft External Staff Moderator

2026-06-26T13:37:16.3966667+00:00

Thank you for the update, @Anonymous really appreciate the hard work from the Outlook team.
Grant Keeney 0 Reputation points

2026-07-20T15:10:50.7933333+00:00

This has worked temporarily, but @Anonymous the latest update hasn't fixed the issue. I still need to roll back to 16.0.20026.20168 to see co-pilot chat in Outlook. Thanks!

1 additional answer

Your answer

Mohamed Mahmoud 10 Reputation points

2026-06-25T13:55:42.3733333+00:00

i have verified the license it's still assigned no change have been made, and regarding the Basic snap all of my colleagues have the same as me and the copilot is working just fine for them the only difference between me and them that the copilot is displaying in their outlook on the top right while on mine not showing even in the apps and addons not showing while i tried to add the app it shows it's already added if i clicked on open no action or change is made even tried to reinstall but yet not solved
Jack Hammond 0 Reputation points

2026-07-08T08:06:55.5833333+00:00

Still experiencing this issue on some devices but not all
Gabriel-N 20,755 Reputation points Microsoft External Staff Moderator

2026-06-26T13:37:16.3966667+00:00

Thank you for the update, @Anonymous really appreciate the hard work from the Outlook team.
Grant Keeney 0 Reputation points

2026-07-20T15:10:50.7933333+00:00

This has worked temporarily, but @Anonymous the latest update hasn't fixed the issue. I still need to roll back to 16.0.20026.20168 to see co-pilot chat in Outlook. Thanks!

Answer 1

Gabriel-N 20,755 Microsoft External Staff Moderator

Hello @Mohamed Mahmoud

Based on my testing, Copilot only appears in classic desktop applications (such as Outlook Classic, Word, or Excel) when a Microsoft 365 Copilot license is explicitly assigned to the user account. A standard Microsoft 365 Business subscription alone may allow access to Copilot in web experiences (such as Outlook on the web), but it does not provide full Copilot integration within the desktop apps.

Since this feature has recently disappeared, could you please check whether the Copilot license is still assigned to your account? You can verify this here: https://portal.office.com/account/?ref=Harmony#subscriptions

Or sign in to Microsoft 365 https://m365.cloud.microsoft/ and review the Copilot status in the bottom-left corner

User's image

If it shows only Copilot Chat (basic) like in my screenshot, then unfortunately this version is not integrated with desktop applications. In that case, you may need to contact your IT admin to confirm in the Microsoft 365 admin center that the Microsoft 365 Copilot license is still actively assigned, and that it hasn’t expired or been unintentionally removed recently.

Hope this helps.

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.

Mohamed Mahmoud 10 Reputation points

2026-06-25T13:56:12.91+00:00

i have verified the license it's still assigned no change have been made, and regarding the Basic snap all of my colleagues have the same as me and the copilot is working just fine for them the only difference between me and them that the copilot is displaying in their outlook on the top right while on mine not showing even in the apps and addons not showing while i tried to add the app it shows it's already added if i clicked on open no action or change is made even tried to reinstall but yet not solved
Gabriel-N 20,755 Reputation points Microsoft External Staff Moderator

2026-06-25T14:43:45.7566667+00:00

Hello @Mohamed Mahmoud

Sorry for my previous reply. After testing further, it seems the issue might be related to the Outlook build version.

Could you please check the Outlook version you’re using and compare it with your colleagues to see if there are any differences? If they’re on a different (working) version, that could help narrow down the cause.

Also, try adding Copilot from the“Add apps” section and let me know whether you can install it or if you encounter any errors during the process.

If it fails or doesn’t work as expected, you may consider reverting Outlook to an earlier version by following the steps here: https://support.microsoft.com/en-us/office/lifecycle/how-to-revert-to-an-earlier-version-of-office

As a temporary workaround, you can also use Outlook on the web or the new Outlook to access Copilot while the issue is being investigated.

Additionally, I recommend contacting your IT admin and asking them to create a support ticket with Microsoft so the issue can be checked further. As forum moderators, we’re fellow users like you and don’t have access to backend systems.

Hope this helps, and thanks again for your understanding.
Anonymous

2026-06-25T16:08:30.0833333+00:00

@Mohamed Mahmoud

What version of Outlook are you on? From Outlook click File, Office Account, under About Outlook. If you are on 20026.20182 please try reverting to the prior build to see if the features return.

Revert Current Channel to the build before the issue started.

1. Open a Command Prompt in Administrator context.

2. Type or paste the command below and press Enter:

"%programfiles%\Common Files\Microsoft Shared\ClickToRun\officec2rclient.exe" /update user updatetoversion=16.0.20026.20168
Gabriel-N 20,755 Reputation points Microsoft External Staff Moderator

2026-06-26T10:01:30.52+00:00

Hello @Mohamed Mahmoud

Have you had a chance to check the replies provided by Gabe and me? Any update would be appreciated.
Anonymous

2026-06-29T18:06:01.7033333+00:00

@Mohamed Mahmoud @Gabriel-N The Outlook Team made the service change to fix the issue. It can take up to four hours for the client to see the change. Restart Outlook a couple times if you need the fix right away.

I also published a Known Issue article for this issue, and it should be live on the main Known Issues page later today, https://support.microsoft.com/en-US/Support/known-issues/fixes-or-workarounds-for-recent-issues-in-classic-outlook-for-windows. It should have already been there, but we had some publication issues on the back end. In any case, hope the fix works well for you.
Gabriel-N 20,755 Reputation points Microsoft External Staff Moderator

2026-06-30T08:45:26.0633333+00:00

Hi @Anonymous really appreciate you keeping us posted. It does look like a few new issues might have come up. Would you mind taking a look at this thread? In the original case, the OP was able to resolve it by updating Outlook, but it seems a few other users are still experiencing the same behavior even after updating.You can check the discussion here: https://learn.microsoft.com/en-us/answers/questions/5933786/outlooks-keep-crashing?page=5#answers