CoPilot credits with MS365 Applications

Question

I'm sorry a bit of a long one but, I want to raise a formal Complaint as follows: -

I am writing to raise a formal complaint regarding the implementation of Copilot AI credits within Microsoft 365 Family and the complete lack of transparency surrounding their allocation, consumption, remaining balance and reset date.

I am a paying Microsoft 365 Family subscriber and recently accepted a subscription price increase from approximately £89.99 per year to £104.99 per year. The increase was presented as being associated with enhanced AI and Copilot functionality. I have now discovered that Copilot within Word and Excel reports: "You're out of credits this month" and "You've reached your limit" despite the fact that:
• My Microsoft 365 Family subscription is active and fully paid. • I am signed into the correct Microsoft account. • My Office licence has been refreshed successfully.
• Office is fully updated. • Browser-based Copilot continues to function. • No warning of any kind was provided before access was removed. My primary concern is not simply that a limit may exist. My concern is that Microsoft is enforcing a quota without providing customers with a practical way to monitor that quota. Put simply: What exactly have I used, where is the meter, and how am I supposed to manage a quota that I cannot see? I have searched through Microsoft 365, Word, Excel, my Microsoft Account page, Services & Subscriptions, and other Microsoft interfaces. Nowhere can I find: • My AI credit allocation. • My current AI credit balance. • My AI credit consumption history. • Which applications consumed those credits. • When those credits were consumed. • When my credits will reset. • Any warning that I was approaching a limit. This creates an impossible situation for customers. Microsoft appears to be enforcing usage limits while simultaneously withholding the information required to monitor and manage those limits. As a result: • Customers cannot plan their usage. • Customers cannot identify unusual consumption. • Customers cannot understand why functionality has stopped. • Customers cannot verify whether Microsoft's calculations are correct. • Customers are simply presented with an upsell message encouraging them to purchase a more expensive subscription. I do not believe this is a fair or transparent customer experience. I am therefore requesting: Information about my account Please provide: 1. My Copilot AI credit allocation. 2. My current AI credit balance. 3. My AI credit consumption history. 4. Which Microsoft products consumed those credits. 5. When those credits were consumed. 6. The date on which the allocation resets. Information about Microsoft's processes Please explain: 1. Where customers are expected to view their credit allocation. 2. Where customers are expected to view their usage. 3. Where customers are expected to view their remaining balance. 4. Where customers are expected to see warning notifications before access is removed. 5. Why no such information appears to be available within Microsoft 365 Family. Formal feedback I believe Microsoft should provide all customers with: • A visible AI credit meter. • Remaining balance information. • Usage breakdowns by application. • Credit reset dates. • Warning notifications before limits are reached. These are basic requirements for any quota-based subscription service. I would appreciate a detailed response addressing the specific questions above and would like this matter escalated beyond generic support articles if necessary. Kind regards, Scott Bennion

Answer 1

Hello Scott Bennion,

Thank you for explaining the issue so clearly.

I understand your concern. A usage limit is difficult to manage when you cannot see a detailed record of what consumed the credits or when it happened.

AI credits are a monthly allowance used automatically across eligible Microsoft 365 and Windows applications. For a Microsoft 365 Family subscription, the AI benefits belong to the subscription owner and are not shared with other family members.

You should be able to check the current status of your AI credits under Microsoft account > Services & subscriptions at https://account.microsoft.com/services. However, the dashboard does not currently that provides the detailed per-application and per-date consumption history you requested.

As Microsoft Q&A is a public community forum, contributors here cannot access your account, verify Microsoft’s credit calculations, retrieve your usage history, or register a formal complaint on your behalf.

For an account-specific investigation and complaint, please contact Microsoft Support. Here is how to contact support:

Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.  

1. Open a website link - Contact - Microsoft Support 
2. In the box below "We're here to help", type Microsoft 365, click "Get Help", and then click "Contact Support" below. 
3. In this section, you will need to sign in to your Microsoft account. 
4. Select "Microsoft 365 and Office" under Products & Services, select "Technical Support" as the category, and click to confirm 
5. You can select " Chat with a support agent in your web browser " to access the chat window. 

Ask the agent to review the credit entitlement, current balance, reset information, and whether an account-level consumption record is available.

You can also submit the request for a visible credit meter, usage breakdown, reset date, and advance warnings through Help > Feedback in a Microsoft 365 application. This sends the product suggestion to the appropriate Microsoft team.

I agree that clearer usage information would help customers understand and manage a quota-based service. However, only Microsoft Support can investigate the credit activity associated with your account.

I hope you can get the support you need, have a nice day