Request for CoPilot AI credits refund due to system errors

Question

Dear Microsoft Support Team,

I am requesting a manual adjustment and restoration of my monthly AI credits for my Microsoft 365 Premium subscription due to repeated Copilot system failures that consumed credits without producing the requested outputs.

Throughout August and September, Copilot encountered multiple internal errors while performing structured, multi‑step tasks. These failures were not normal generation issues—they were system crashes, stalls, loops, or abrupt "Something went wrong" messages that occurred after significant processing time, right before completion.

Below is a summary of the specific failures that led to unintended credit consumption:

•(August 14–15): Copilot stalled and failed to produce the requested app build, requiring multiple repeated attempts before finally succeeding days later.

• (September 4): Copilot acknowledged the task but never generated the print‑ready plan, despite multiple attempts.

• (September 15): Copilot again failed to complete the requested structured output, requiring repeated prompts.

In each case, credits were consumed during processing, but the system did not deliver the requested results due to internal errors rather than user‑related issues.

Because these failures were caused by Copilot system instability, I am requesting that my AI credit balance be reset or manually adjusted for this billing cycle.

Account details: Subscription Type: Microsoft 365 Premium Associated Email Address: *******

Approximate Date/Time of Errors: August 14–15, September 4, September 15 Impacted Apps: Copilot

Thank you for your assistance in resolving this issue and restoring the credits to my account.

Sincerely,

Armand

Answer 1

Hello Armand deBardelaben

I'm sincerely apologize for the frustration caused by this Copilot error, especially if it resulted in AI credits/tokens being consumed unexpectedly.

As forum moderators, we do not have access to Copilot's backend systems, usage records, billing information, or AI credit management tools. Because of this limitation, we are unable to verify token consumption, reimburse credits, or make any adjustments to a Copilot account.

For assistance with potential credit reimbursement or account-specific investigation, we recommend contacting Microsoft Support directly. The support team has access to the appropriate account and billing tools needed to review your case and determine what options may be available.

• 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.

We appreciate your understanding and apologize again for the inconvenience this situation has caused.