Duplicate accounts - Copilot

Question

Hello

I've been logged out of CoPilot on my browser. I originally signed up with Google but am now routed through to the microsoft login every time. I've got two logins for Microsoft - both with the same gmail account. Now I seem to have two CoPilots - one which has months worth of work on, which I can't log into and one which is new and has nothing on it.

When I click login with Google it takes me back to the MS login page. I can't get a SMS code sent to my mobile for some reason. The Gmail account with the password I use for gmail to get into my "normal" CoPilot account isn't recognised as it's a Gmail account password not a Microsoft password. Every time I try - through incognito mode and on Chrome normally, i get sent back to the Microsoft login. I am still able to access the "old" CoPilot on my browser on mobile but am worried this will refresh soon and I will lose access to that too.

Is it possible for the "new" microsoft account to be deleted perhaps in order to just use the Login with Google feature?

The app isn't compatible with my devices, apparently, so i haven't been able to log in this way either.

I really don't want to lose 9 months' worth of work because of a login issue. Can someone help?

Thanks

Alex

Answer 1

Welcome Alex Viveash,

Since losing access to months of Copilot history is your primary concern, it is important to determine which account actually contains the data before making any account changes. I would not recommend deleting any Microsoft account at this stage.

A few questions first:

• When you access the "old" Copilot on your mobile browser, can you open Settings > Account and confirm the exact sign-in method shown there (Microsoft account, Google sign-in, or an email address)?
• Do the two Microsoft accounts both use the same Gmail address as the sign-in name, or does one have a different Microsoft alias associated with it?
• When you try to sign in on the PC, do you receive any specific error message when requesting the SMS code, or does the code simply never arrive?

In the meantime, please try these checks:

• Go to https://account.microsoft.com and attempt to sign in with the Gmail address that contains your Copilot history.
• If Microsoft recognizes the address but asks for a password you do not know, select "Forgot password" and check whether recovery options are offered.
• While still signed in to the working Copilot session on your mobile device, review any account details shown under your profile and make a note of them. This may help identify which account owns the Copilot history.

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