Copilot Missing in Outlook Web and Desktop After Microsoft 365 Premium Upgrade

Question

I upgraded from Microsoft 365 Family to Premium, a key reason for which was to gain access to Copilot features in Outlook. Since activation, Copilot has been unavailable in both Outlook Desktop and Outlook on the Web. Multiple support interactions have confirmed this is a known issue under investigation. As a paying premium subscriber, I have been unable to access a key advertised feature for an extended period. Please escalate this case to the responsible engineering team, provide the incident ID, and advise on compensation or service credit options while the outage remains unresolved.

---

[Tag moved from: Microsoft Copilot | Microsoft 365 Copilot | Development]

Answer 1

Dear Subin Bhatia,

I’m sorry you have been unable to use a feature that was important to your decision to upgrade.

Since Copilot is also unavailable in Outlook on the web and Support has confirmed that the issue is under investigation, further troubleshooting through the community may not resolve it. This is a user-to-user forum, so we cannot access your account, escalate your support case, provide an internal incident ID, or approve compensation.

Please continue with Microsoft Support using your existing case number and ask them to review the case for escalation. Since the issue remains unresolved, you can also ask what compensation, service credit, refund, or other billing options may be available.

Thank you so much for your patience and your understanding!

Warm regards.