HUGE issue with latest CoPilot update on iphone.

K.H 0 Reputation points
2026-09-27T13:29:38.8733333+00:00

I am a paid Copilot & Microsoft 365 subscriber.

After a recent Copilot update on my iPhone, my entire research chat history appears to have become associated with a different Microsoft Outlook account (which I did NOT use to subsribe).

My paid subscription remains on my current account, but the chat history is no longer there and on the other defunct account which, as no subscription, is now blocking me/limiting me.

The chats appear to be linked to the older Outlook account instead which is an issue.

This has left me in a position where:

  • My paid account has no access to the chat history I built up.
  • The account holding the chat history does not have the subscription.
  • I am under a work deadline and have lost access to important research and conversations.
  • Microsoft are infuriatingly impossible to contact - even online - no chat available.

I need Microsoft to investigate this as a Copilot account/data association issue following the app update.

Has anyone from Microsoft encountered this before, and how can I get this escalated to the correct team?

Microsoft Copilot | Other
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  1. Emma1-N 13,700 Reputation points Microsoft External Staff Moderator
    2026-09-29T03:02:00.46+00:00

    Welcome K.H,

    Thank you for providing those details. I can understand how disruptive this would be, especially if the research history is needed to meet a deadline.

    Before suggesting next steps, I would like to clarify a few points:

    • When you open the Copilot app on your iPhone, which Microsoft account is currently shown under your profile settings?
    • Have you ever signed in to the app with both the paid account and the older Outlook account on the same device?
    • If you sign in to Copilot on the web, does the chat history appear under either account there, or is the behavior limited to the iPhone app?
    • Approximately when did you first notice the chat history appearing under the older account?

    In the meantime, please try these quick checks:

    • Open the Copilot app and verify the signed-in account under your profile.
    • Sign out of Copilot completely.
    • Force-close the app, reopen it, and sign back in using the Microsoft account that holds the Copilot subscription.
    • Check whether the same chat history appears when accessing Copilot through a web browser while signed in to that same account.

    Looking forward to your update.

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