Copilot "Sorry, I wasn't able to respond to that" error on ALL devices - account-specific bug

Question

Hello,

I've been getting the error "Sorry, I wasn't able to respond to that. Is there something else I can help with?" for over a week on ALL my devices (both web browser and mobile app).

Important: I tested with a DIFFERENT Microsoft account on the exact same devices and it works perfectly. This proves it's an account-specific backend corruption issue.

I've already tried:

• Different browsers
• Different networks (Wi-Fi, mobile data, VPN)
• Clearing cache and cookies
• Reinstalling the app

Please help reset my account's Copilot backend configuration. This is a known account-specific bug that only Microsoft can fix.

Thank you.

[Moved from Microsoft Copilot | Microsoft 365 Copilot | Development]

Answer 1

Hello Callahan Ridley

Thank you for reaching out and I understand that Copilot is not working must be very frustrated, since you have performed a few troubleshooting steps already, please also try:

1. Repair/Reset the app:

• Open Windows settings > apps > Installed apps > search for Microsoft 365 Copilot > click three-dot > advanced options > Repair and if the issue persists > Reset
• In case you're using Copilot standalone app, click the three-dot > Modify > Repair

2. Test Copilot web version with Incognito/Private windows
3. Check for Credit balance:

• Go to account.microsoft.com/services > locate your subscription > Click Manage > Scroll down then check your credit balance. In case you're out of credit, Copilot may not response to your chat.

In case the behavior keeps happening, I would suggest reaching out to Microsoft Support since this is a user-to-user forum and us Moderator do not have any access nor tools to view your Copilot subscription nor adjusting credit or in-depth investigation, please reach out to Microsoft Support by:

• Go to Contact Us - Microsoft Support 
• Select Copilot
• Click Get Home Support
• Type a brief description of your issue in the search box.
• Click Get Help and select Contact Support below. 
• Go to the Products and services tab and choose the appropriate product.
• On the Category tab, choose the appropriate category or an alternative option.
• Go to Confirm. Look for and select "Chat with a support agent in your web browser" (during business hours) if available. Explain your situation clearly.

I hope this helps.

Best regards.