CoPilot isn't available on my Outlook but I do have it on all other apps and can't work out why

Question

CoPilot isn't available on my Outlook but I do have it on all other apps and can't work out why

Louise Wooding 155

Good afternoon all. I have an O365 Business subscription and have used CoPilot in Excel, Word and PP, however, it isn't there on Outlook. I use the standard Outlook - not the new one, I really don't like it. I use the desktop apps, not the online version as these are too limited in features for what I want to use. If I log onto Outlook online, it's there, but when I go to the desktop version, it disappears. Does anybody know why it isn't there for Outlook? I've researched it and can't find a definitive answer. TIA, Louise

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Answer accepted by question author

Ana Le 1,890 Independent Advisor

Hi,

Since Copilot is already working in Word, Excel, and PowerPoint, it sounds like your Microsoft 365 Copilot license is assigned correctly.

The remaining difference is the Outlook client itself. While Copilot is supported in Outlook, its availability in classic Outlook for Windows depends on the Outlook version, update channel, and Microsoft’s feature rollout. As a result, some users can use Copilot in classic Outlook while others only see it in the new Outlook or Outlook on the web.

Could you let me know the following?

In Outlook, go to File > Office Account and share the Version and Build number.
Under About Outlook, what Update Channel is listed (Current Channel, Monthly Enterprise Channel, or Semi-Annual Enterprise Channel)?
Is your mailbox hosted in Exchange Online (Microsoft 365), or are you using a POP/IMAP account?

This information will help determine whether the feature hasn’t reached your Outlook build yet or whether there’s another configuration preventing it from appearing.

Louise Wooding 155 Reputation points

2026-07-29T12:33:29.99+00:00

Hi. It's Version 2607 and build number 20228.20110. Current channel. I think Exchange online - how can I confirm that?
Louise Wooding 155 Reputation points

2026-07-29T12:34:59.1233333+00:00

Hi. It's Version 2607 and build number 20228.20110. Current channel. I think Exchange online - how can I confirm that?
Ana Le 1,890 Reputation points Independent Advisor

2026-07-29T14:22:29.5766667+00:00
Thank you for checking those details.

Your Outlook is on Version 2607 (Build 20228.20110) and Current Channel, so it doesn't appear to be an issue with using an unsupported update channel or an outdated Office build.

To confirm whether you're using an Exchange Online mailbox:

In Outlook, go to File > Settings > Account Settings.

On the Email tab, look at the Type column.

If it shows Microsoft Exchange or Microsoft 365, you're using an Exchange Online mailbox.

If it shows POP/SMTP or IMAP/SMTP, then it's not an Exchange Online mailbox.

Could you let me know what the Type column shows?

Also, since your Outlook build is current and Copilot is working in your other Microsoft 365 apps, I'll compare your configuration with the current Outlook requirements to see if there's anything else that could explain why Copilot isn't appearing in classic Outlook.
Louise Wooding 155 Reputation points

2026-07-30T10:17:43.2833333+00:00

Hi, I have several mailboxes. One is Exchange, the others are IMAP/SMTP. I'm signed in on one of the IMAP/SMTP ones.

Thanks, Louise
Louise Wooding 155 Reputation points

2026-07-30T10:19:06.5+00:00

Hi, I have just checked my other apps and for some reason, these are signed in on the Exchange account. Is this the reason why? Louise
Ana Le 1,890 Reputation points Independent Advisor

2026-07-30T10:46:51.5733333+00:00
Thank you for checking that, this is a very helpful clue.

That could explain the behavior you’re seeing.

According to Microsoft, Copilot in Outlook is only supported with a primary mailbox hosted on Exchange Online. It isn’t supported with mailboxes that aren’t hosted on Exchange Online, such as IMAP/SMTP accounts. Microsoft also notes that Copilot in Outlook works with both classic Outlook and new Outlook, provided the requirements are met. (Microsoft 365 app and network requirements for Microsoft 365 Copilot | Microsoft Learn)

Since you’ve mentioned that:

Word, Excel, and PowerPoint are signed in with your Exchange account, where Copilot is working correctly.

Outlook is currently signed in using one of your IMAP/SMTP accounts.

It’s possible that Outlook isn’t able to enable Copilot because the active mailbox isn’t the Exchange Online mailbox associated with your Microsoft 365 account.

As a quick test, could you try temporarily signing in with your Exchange account (or setting it as the default account in Outlook), then restart Outlook and see whether the Copilot button appears?

If you’re able to temporarily switch to your Exchange account (or set it as the default account) and the issue still persists, I’d recommend contacting Microsoft 365 Support so they can review your account configuration and determine why Copilot isn’t appearing in Outlook despite meeting the documented requirements.
Louise Wooding 155 Reputation points

2026-07-30T11:03:37.1833333+00:00

How do I switch to my other account? The top right hand corner doesn't give me the option - it just says do I want to create a new account. When I enter my onmicrosoft.com account, it just says it already exists? I googled it and it said to go to Mail and add a new account - I did this and then logged in under the new account, however, that means none of my other mailboxes are there but CoPilot still didn't show up? Is there an easier way I can just switch from one account to another? In Word, Excel etc, there is an option to sign out and in again but in Outlook, you don't get that. So sorry to be a nuisance. Ive tried asking for assistance from Microsoft on my Admin rights but it won't let me submit an issue.
Louise Wooding 155 Reputation points

2026-07-30T13:19:29.2566667+00:00

hi, I've worked out what the problem is, based on what you told me above re Exchange accounts vs IMAP accounts. I have all my inboxes at the left (I have several accounts). When I go to my icloud account (IMAP), the CoPilot icon isn't there. when I go to my onmicrosoft.com account (Exchange), it appears. Thank you for your help with this, it's appreciated.
Ana Le 1,890 Reputation points Independent Advisor

2026-08-03T15:54:00.5266667+00:00

I’m glad you were able to figure it out!

No need to apologize at all, you weren’t a nuisance. That’s exactly what the Microsoft Community is for: people helping each other and discussing issues like this.

Thank you for coming back and sharing what you found. I’m sure it will be helpful for others who have a similar setup with both Exchange and IMAP accounts.

If my reply helped resolve your question, I’d appreciate it if you could click Yes below the answer. That also makes it easier for other community members with the same question to find the solution.

2 additional answers

Your answer

Louise Wooding 155 Reputation points

2026-07-29T12:33:29.99+00:00

Hi. It's Version 2607 and build number 20228.20110. Current channel. I think Exchange online - how can I confirm that?
Louise Wooding 155 Reputation points

2026-07-29T12:34:59.1233333+00:00

Hi. It's Version 2607 and build number 20228.20110. Current channel. I think Exchange online - how can I confirm that?
Ana Le 1,890 Reputation points Independent Advisor

2026-07-29T14:22:29.5766667+00:00

Thank you for checking those details.

Your Outlook is on Version 2607 (Build 20228.20110) and Current Channel, so it doesn't appear to be an issue with using an unsupported update channel or an outdated Office build.

To confirm whether you're using an Exchange Online mailbox:

In Outlook, go to File > Settings > Account Settings.

On the Email tab, look at the Type column.

If it shows Microsoft Exchange or Microsoft 365, you're using an Exchange Online mailbox.

If it shows POP/SMTP or IMAP/SMTP, then it's not an Exchange Online mailbox.

Could you let me know what the Type column shows?

Also, since your Outlook build is current and Copilot is working in your other Microsoft 365 apps, I'll compare your configuration with the current Outlook requirements to see if there's anything else that could explain why Copilot isn't appearing in classic Outlook.
Louise Wooding 155 Reputation points

2026-07-30T10:17:43.2833333+00:00

Hi, I have several mailboxes. One is Exchange, the others are IMAP/SMTP. I'm signed in on one of the IMAP/SMTP ones.

Thanks, Louise
Louise Wooding 155 Reputation points

2026-07-30T10:19:06.5+00:00

Hi, I have just checked my other apps and for some reason, these are signed in on the Exchange account. Is this the reason why? Louise
Ana Le 1,890 Reputation points Independent Advisor

2026-07-30T10:46:51.5733333+00:00

Thank you for checking that, this is a very helpful clue.

That could explain the behavior you’re seeing.

According to Microsoft, Copilot in Outlook is only supported with a primary mailbox hosted on Exchange Online. It isn’t supported with mailboxes that aren’t hosted on Exchange Online, such as IMAP/SMTP accounts. Microsoft also notes that Copilot in Outlook works with both classic Outlook and new Outlook, provided the requirements are met. (Microsoft 365 app and network requirements for Microsoft 365 Copilot | Microsoft Learn)

Since you’ve mentioned that:

Word, Excel, and PowerPoint are signed in with your Exchange account, where Copilot is working correctly.

Outlook is currently signed in using one of your IMAP/SMTP accounts.

It’s possible that Outlook isn’t able to enable Copilot because the active mailbox isn’t the Exchange Online mailbox associated with your Microsoft 365 account.

As a quick test, could you try temporarily signing in with your Exchange account (or setting it as the default account in Outlook), then restart Outlook and see whether the Copilot button appears?

If you’re able to temporarily switch to your Exchange account (or set it as the default account) and the issue still persists, I’d recommend contacting Microsoft 365 Support so they can review your account configuration and determine why Copilot isn’t appearing in Outlook despite meeting the documented requirements.
Louise Wooding 155 Reputation points

2026-07-30T11:03:37.1833333+00:00

How do I switch to my other account? The top right hand corner doesn't give me the option - it just says do I want to create a new account. When I enter my onmicrosoft.com account, it just says it already exists? I googled it and it said to go to Mail and add a new account - I did this and then logged in under the new account, however, that means none of my other mailboxes are there but CoPilot still didn't show up? Is there an easier way I can just switch from one account to another? In Word, Excel etc, there is an option to sign out and in again but in Outlook, you don't get that. So sorry to be a nuisance. Ive tried asking for assistance from Microsoft on my Admin rights but it won't let me submit an issue.
Louise Wooding 155 Reputation points

2026-07-30T13:19:29.2566667+00:00

hi, I've worked out what the problem is, based on what you told me above re Exchange accounts vs IMAP accounts. I have all my inboxes at the left (I have several accounts). When I go to my icloud account (IMAP), the CoPilot icon isn't there. when I go to my onmicrosoft.com account (Exchange), it appears. Thank you for your help with this, it's appreciated.
Ana Le 1,890 Reputation points Independent Advisor

2026-08-03T15:54:00.5266667+00:00

I’m glad you were able to figure it out!

No need to apologize at all, you weren’t a nuisance. That’s exactly what the Microsoft Community is for: people helping each other and discussing issues like this.

Thank you for coming back and sharing what you found. I’m sure it will be helpful for others who have a similar setup with both Exchange and IMAP accounts.

If my reply helped resolve your question, I’d appreciate it if you could click Yes below the answer. That also makes it easier for other community members with the same question to find the solution.

Answer 1

Louise Wooding 155

I have already followed all these steps recommended by AI when I researched the issue and it's still not fixed it - everything was already up to date so no changes were made. I just don't understand why i can't use it unless I switch to the New Outlook which I find a terrible tool to use :(.

0 comments

Answer 2

Because classic Outlook on Windows does not have the same Copilot availability as new Outlook and Outlook on the web.

Supported behavior in the provided guidance:

Copilot chat is only available in Outlook if using new Outlook for Windows or Outlook on the web with a work or school account.
Turning Copilot on or off is not yet available in classic Outlook on Windows, which also shows classic Outlook is on a different feature path.
Microsoft’s Outlook guidance says Copilot chat is now in classic Outlook for Windows via the Copilot icon in the left app bar, but feature availability can vary by build, account state, and rollout.

For the scenario described, the most likely explanation is that the desktop app in use is classic Outlook, while the Copilot experience is available in Outlook on the web and new Outlook.

Checks that are supported by the guidance:

In another Microsoft 365 desktop app, go to File > Account > Update License, then close and restart all Microsoft 365 apps.
In File > Account, confirm Office is on the latest build.
If this is a business-managed device, check whether Office is on Semi-Annual Enterprise Channel. If it is, Copilot features are not available there; the device must be on Current Channel or Monthly Enterprise Channel.
In File > Account > Account Privacy > Manage Settings, confirm:
- Experiences that analyze your content is turned on
- All connected experiences is turned on
If Copilot is required specifically in Outlook desktop, test in new Outlook for Windows, because that is explicitly listed as supported for Outlook chat.

Important limitation for the stated preference: there is no supported statement here that guarantees full Copilot availability in classic Outlook desktop for every business user. The clearest supported guidance is that new Outlook for Windows and Outlook on the web are the Outlook clients explicitly called out for Copilot chat availability.