Cannot generate images on copilot - Tried all recommended resolutions and at a loss

Kim Hartley 10 Reputation points
2026-08-05T21:09:52.7833333+00:00

For approximately 4-5 days, I have been unable to generate images using Microsoft Copilot. Every image generation request fails, including simple and non-sensitive prompts such as "generate an image of an apple" and "generate an image of a photorealistic duckling".

The failure is consistent across all image generation attempts and returns the following error:

Image Generation request failed with StatusCode Forbidden and PollStatus Failed

The issue appears to be specific to my account, as other users within my organisation are able to generate images successfully.

Troubleshooting performed:

  • Tested multiple simple prompts that should not trigger content filtering.
  • Confirmed the issue occurs consistently regardless of prompt content.
  • Waited several days to rule out a temporary service issue.
  • Confirmed other users in the organisation can generate images without issue.

Please investigate:

  • Why image generation requests from my account are returning "StatusCode Forbidden".
  • Whether there are any account-specific restrictions, entitlement issues, licensing issues, or backend service flags affecting my account.
  • Whether an image generation quota or usage limit associated with my account may be stuck and not resetting correctly.
  • Any relevant diagnostic logs associated with failed image generation requests from my account.

The issue has been ongoing for 4-5 days and has prevented me from using Copilot image generation functionality during that time.For approximately 4-5 days, I have been unable to generate images using Microsoft Copilot. Every image generation request fails, including simple and non-sensitive prompts such as "generate an image of an apple" and "generate an image of a photorealistic duckling".

The failure is consistent across all image generation attempts and returns the following error:

Image Generation request failed with StatusCode Forbidden and PollStatus Failed

The issue appears to be specific to my account, as other users within my organisation are able to generate images successfully.

Troubleshooting performed:

  • Tested multiple simple prompts that should not trigger content filtering.
  • Confirmed the issue occurs consistently regardless of prompt content.
  • Waited several days to rule out a temporary service issue.
  • Confirmed other users in the organisation can generate images without issue.
  • Logged out, emptied cache, logged in on private browser page etc. The issue occurs on browser pages too

My organisational support think it's just the daily quota but copilot says it's not that (and its been days now). I can't directly log a support request with MS so no idea what else I can do to fix this problem.

Microsoft Copilot | Windows Copilot | Feature

3 answers

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  1. Vikki-T 9,685 Reputation points Microsoft External Staff Moderator
    2026-08-06T06:43:20.4566667+00:00

    Hi Kim Hartley,

    I understand how frustrating this must be, especially after you have already tried different prompts, cleared the browser cache, used a private window and waited several days without any improvement.

    Since the same error occurs with simple prompts and appears to affect only your account, this does not seem to be caused by the prompt itself. However, the “StatusCode Forbidden” message alone is not enough to confirm whether this is related to your license, an account-specific restriction, an organizational policy or another service-side condition.

    Could you please confirm which Copilot experience you are using, such as Microsoft Copilot or the Microsoft 365 Copilot app and whether you are signed in with a work or school account?

    As other users in your organization can generate images, I recommend asking your Microsoft 365 administrator to:

    • Verify that the appropriate Copilot license and service plans are assigned to your account.
    • Check whether Copilot image generation is enabled and whether any user- or group-based policy affects your account.
    • Review the Microsoft 365 service health dashboard.
    • Open a Microsoft support request from the Microsoft 365 admin center if the settings appear correct.

    Please note that this is a user-to-user support forum. Moderators and community contributors cannot access account entitlements, backend restrictions, diagnostic logs or service flags. If a support request is opened, it would be helpful to include the exact error message, the approximate time of a failed attempt, the Copilot URL or app being used and confirmation that other users in the organization are unaffected.

    I hope this helps point your administrator toward the right checks. Thank you so much for your understanding. 

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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  2. Kim Hartley 10 Reputation points
    2026-08-06T22:56:48.81+00:00

    m365 copilot basic is what it says on the app. i don't have access to see if image generation is enabled, but it was working and other organisation users can generate images. I have contacted support and there are no policies in place to prevent t users generating images. I cannot open a request from the admin center as I don't have access to it.

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  3. Vince S 0 Reputation points
    2026-08-25T16:08:17.8066667+00:00

    Hi Vikki, thanks for your comment. After a full week with an open ticket, I believe the issue to be fully resolved - all images are working for everyone consistently as of this morning. We had an amazingly good support person who really stepped in and forced engineers on the product group side to get this fixed. Issues will always happen, but the good companies are the ones that know how to handle them and truly fix a problem, and that was my experience in this case. Back to be being a MS fan LOL. Anyway, thanks again and if folks have issues then go through the process, open a ticket, and just stick with it and get the help and support you need :-).

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