co pilot not working in outlook but works in excel and word

Julia Boecksteiner 0 Reputation points
2026-06-30T10:27:24.9333333+00:00
  • Microsoft 365 Personal subscription (active)
  • Outlook.com account (single Microsoft account)
  • Copilot works in Word and Excel
  • Copilot fails in Outlook (iPhone + Outlook on the web)
  • Error message: “We couldn't generate a response”
  • Issue started immediately after restoring a new iPhone from previous iPhone backup
  • Have already:
    • Reinstalled Outlook on iPhone
    • Tested on different devices (iPhone + web browser)
    • Signed out and back in
  • Suspected issue: Outlook Copilot provisioning or backend entitlement problem

Request: Please refresh/re-provision Copilot for Outlook on my account

Microsoft 365 and Office | Other
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  1. Ritu Arora 80 Reputation points
    2026-06-30T10:30:56.1333333+00:00

    Hi Julia, this is usually a sync delay between Microsoft 365 apps after a device change — try clearing cache/incognito on Outlook web first to rule out a local issue. If that doesn't work, sign out of all Microsoft apps on iPhone, restart, and sign back in to force a token refresh. If still not working, use Outlook's "Send Feedback" option — it routes directly to the product team for entitlement re-sync.

    Ritu Arora, Microsoft Certified Trainer

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