Co-pilot issues

Question

"I am a Microsoft 365 Family subscriber in India. I am getting 'Copilot isn't included with your account' and 'You're out of credits this month' messages. I understand Copilot is supposed to be included. Please help resolve this."

I have tried all the solutions you suggested; I even uninstalled and reinstalled MS Office, but without success. Please tell me what to do next. I am very worried as all my work is being delayed; please help me resolve this issue quickly.

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Answer 1

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Hello Sabir Baig,

I’m sorry this is delaying your work. Microsoft 365 Family includes Copilot, but the AI benefits are available only to the subscription owner, not accounts using the subscription through Family sharing and the owner receives 60 AI credits per month (in Microsoft 365 apps).

Additionally, the Premium message is an upgrade offer for higher limits, not an installation error.

Please try the options below and check whether the Copilot issues continue:

1. Sign in to Services & subscriptions and confirm that this exact account shows an active Microsoft 365 Family subscription and is the subscription owner.
2. In Word, open File > Account and verify that the same account is signed in. Select Update License, then close and reopen all Office apps.
3. Check the AI credit balance by selecting Services & subscriptions in your Microsoft account. If all 60 credits have been used, reinstalling Office will not restore them; they must reset, or you would need Premium for higher usage limits.

If you are the owner and the account shows available credits, but Copilot still says it is not included, contact Microsoft Support and ask them to check the Copilot entitlement and AI-credit status on the account. Since this is a user‑to‑user community forum, we can only share suggestions based on our findings and personal experiences. We can’t contact you directly or access your account to check its subscription and Copilot entitlement.

Here's how to reach out to the Support Team (live chat):

1.  Go to: https://support.microsoft.com/home/contact
2. In the search box, enter a short description of your issue.
3. Hit "Get Help"
4. Scroll down and select Sign in to contact support for further assistance (please sign in using a personal Microsoft account). Then follow the on-screen prompts to reach Support Team.

Tip: Support chat availability may vary by country/region, product, and support hours. If you can't get in touch with a chat agent right away, trying again later or at a different time may help.

Hopefully your concerns will soon be addressed. Thank you so much for your patience!

Best regards.