Microsoft 365 family subscription co-pilot issue. I'm the subscription holder.

Hi, I have a family subscription with co-pilot. Everything has been updated. The co-pilot prompt is showing in 'word' but when a question is typed in it does nothing. On the first occasion I tried to use it it told me that it had already reached its usage limit (despite not having used it before) - and now no message at all shows. When I type something in the box and press send and the text just disappears, with no message.