Persistent account-level session lockout defect at 12-19 messages across all platforms (Tickets #Moderator note: PII removed, #Moderator note: PII removed)

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Persistent account-level session lockout defect at 12-19 messages across all platforms (Tickets #Moderator note: PII removed, #Moderator note: PII removed)

Mimi H 5

I am experiencing a persistent, account-level session lockout defect where conversation sessions automatically cap out after only 12 to 19 messages. This behavior is entirely device-agnostic and reproduces consistently across the web interface, desktop apps, and mobile devices, regardless of network or browser state.

Front-line chat support (Tickets #Moderator note: PII removed and #Moderator note: PII removed) repeatedly used canned macros regarding dynamic capacity and force-closed the session without reviewing backend telemetry or escalating the ticket.

Because this early lockout trigger occurs on a clean account across all environments, this appears to be an account-level rate limiter telemetry error rather than standard usage throttling.

Could a Microsoft Q&A moderator or staff member help flag this account telemetry issue with the Copilot product team for an internal review?

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Answer 1

Emma1-N 12,625 Microsoft External Staff Moderator

Welcome Mimi H,

Thank you for providing the detailed information and the ticket numbers.

I understand your concern, especially since the behavior appears to occur consistently across multiple devices, browsers, and networks. Based on your description, it sounds like you have already ruled out most client-side causes.

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas.

Before proceeding further, could you clarify the following?

Are you signed in with a personal Microsoft account (for example, Outlook.com, Hotmail.com, or Live.com), or is this a work/school account?
Does the session end with a specific error message, or does Copilot simply stop accepting messages and require a new conversation?
Have you already submitted feedback through Copilot using the “Give feedback” option and included screenshots of the behavior?

Looking for your update.

Emma1-N 12,625 Reputation points Microsoft External Staff Moderator

2026-09-16T02:24:43.5533333+00:00

Hello Mimi H,

I just wanted to check if my previous response addressed your question correctly. If there is anything I may have misunderstood, I would truly appreciate it if you could provide a bit more detail to help me better understand your needs.
Mimi H 5 Reputation points

2026-09-16T02:36:03.19+00:00
Hi Emma,

Thank you for the quick response and for acknowledging the troubleshooting steps already completed.

To answer your clarification questions:

Account Type: This is a personal Microsoft account.

Behavior & Error Message: The issue occurs across all devices/apps, capping conversations prematurely at 12–19 messages. Crucially, when accessing Copilot via the web interface, a specific backend banner displays: "You've reached your daily limit. Get more usage now or check back at 5:00 PM." However, even well past 5:00 PM (and after local time resets), the lockout remains active and shifts to "Check back tomorrow." This confirms a stuck account-level timer/quota flag rather than standard dynamic traffic management.

Feedback Submissions: I have deliberately not relied on the "Give feedback" option because this is an active, breaking technical defect on my account—not a feature suggestion or opinion. Feedback forms are one-way channels that do not generate tracking IDs or allow for direct technical troubleshooting. Live support tickets #Moderator note: PII removed (closed) and #Moderator note: PII removed (currently open) were filed for direct support, but front-line/Tier-2 agents relied on scripted dynamic-demand macros and force-closed live sessions without reviewing account telemetry.

Since this broken reset timer is hard-locked directly to my personal account profile across all platforms, what is the best path to get this backend telemetry flag escalated to the Copilot engineering or account platform team for a manual quota/cache reset?
Emma1-N 12,625 Reputation points Microsoft External Staff Moderator

2026-09-18T00:57:07.3933333+00:00

Hello Mimi H,

Since you have confirmed this is a personal Microsoft account and the behavior is consistent across all devices, browsers, and apps, there are unfortunately no additional user-side troubleshooting steps available.

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas.

At this point, I recommend continuing with your existing support case numbers and requesting further review, as the issue appears to be account-specific rather than device-specific.
Mimi H 5 Reputation points

2026-09-18T01:31:48.0666667+00:00

Hi Emma,

Thank you for explicitly confirming that this is an account-specific backend failure with no user-side troubleshooting steps remaining.

As you recommended, I am continuing through direct support. However, the reason I posted here is because direct chat support agents have repeatedly closed my tickets prematurely—either through transfer system errors or manual closures—without escalating the backend issue to engineering.

Since forum moderators cannot access backend systems, please ensure this thread remains open as an active record of this system-wide behavior while I pursue an internal defect ticket through direct support.
Emma1-N 12,625 Reputation points Microsoft External Staff Moderator

2026-09-19T00:04:38.38+00:00

Hello Mimi H,

Your thread will remain available as part of the public discussion unless it is closed through normal forum processes. Since you have already documented the behavior, ticket numbers, and troubleshooting results, this thread may serve as a useful reference while you continue working with Microsoft Support.
Mimi H 5 Reputation points

2026-09-19T00:22:59.2533333+00:00

Thanks for the update, Emma. I am keeping this thread active so it continues to document the backend behavior alongside my direct support ticket. Having this public record open is critical while I push for an internal engineering defect ticket.