Copilot not enabled on Outlook

Question

Copilot not enabled on Outlook

NassBee 0

I have Microsoft 365 Personal. My license has not expired but Copilot is no longer available. I used it yesterday to draft an email. In the settings, under "Copilot" it says "Copilot is not supported for this account" (with my email address).

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2 answers

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Answer 1

Thomas4-N 21,530 Microsoft External Staff Moderator

Hello NassBee,

Since Copilot worked yesterday but Outlook now says “Copilot is not supported for this account,” could you confirm:

Are you using classic Outlook, new Outlook, Outlook on the web, or the mobile app?
Does Copilot still appear in another Microsoft 365 app, such as Word?
If this is classic Outlook, what version and build are shown under File > Office Account > About Outlook?

Microsoft has documented a current issue where Copilot entry points disappear in classic Outlook build 20026.20182 and later, but that may not be the same issue as the account-support message you are seeing.

https://support.microsoft.com/en-us/support/known-issues/copilot-buttons-gone-classic-outlook-windows

These details will help determine whether this is the documented Outlook issue or whether the subscription account is no longer being recognized correctly.

NassBee 0 Reputation points

2026-09-05T11:57:41.6966667+00:00

Thank you Thomas4-N. I have Microsoft® Outlook for Mac, Version 16.112.3 (26083020) Licence: Microsoft 365 Subscription. The problem is the same on Outlook on the web and mobile app.
NassBee 0 Reputation points

2026-09-05T12:00:59.4066667+00:00

Thank you Thomas4-N. I have Microsoft® Outlook for Mac, Version 16.112.3 (26083020) Licence: Microsoft 365 Subscription. The problem is the same on Outlook on the web and mobile app.
Thomas4-N 21,530 Reputation points Microsoft External Staff Moderator

2026-09-06T14:49:38.2766667+00:00
Hello NassBee,

Thank you for confirming. Since the same issue occurs in Outlook for Mac, Outlook on the web, and the mobile app, the Windows-specific issue I mentioned does not apply.

Please check the following:

In Outlook on the web, open Settings > Copilot and confirm Turn on Copilot is enabled.

Confirm Connected Experiences is enabled in Outlook’s privacy settings.

Make sure Outlook is signed in with the Microsoft account that owns the Microsoft 365 Personal subscription, rather than another account using a shared subscription.

Check whether Copilot is still available in another Microsoft 365 app, such as Word.

If these settings and the account are correct but Outlook still shows “Copilot is not supported for this account” across all devices, this likely requires Microsoft Support to check the subscription entitlement because the community forum cannot inspect account or licensing records.
Thomas4-N 21,530 Reputation points Microsoft External Staff Moderator

2026-09-09T10:44:33.72+00:00

Hello NassBee,

Just check in to see how things are going. Let me know if you need anything.
NassBee 0 Reputation points

2026-09-09T16:31:33.7166667+00:00

Hello Thomas4-N,

Thanks for checking in. I have followed your recommended steps:

Copilot is no longer in the settings of Outlook, so I can't confirm "connected experiences"

I now sign in with a passkey and can't sign in with a password anymore. The old password has been lost...

I do have Copilot in Word! :)

I'm not sure how to get Copilot in Outlook again. I use the command Ctrl +L to draft my emails all the time and it is the reason as to why I have a subscription...

Any other ideas by any chance?

Many thanks for your help.
Thomas4-N 21,530 Reputation points Microsoft External Staff Moderator

2026-09-10T15:00:08.8766667+00:00
Hello,

Thanks for the update.

Since Copilot still works in Word but is missing across Outlook for Mac, web, and mobile, I’d first refresh the Microsoft 365 license:

Open Word on the Mac.

Select Word > About Word > More Info > Refresh License.

Restart the Microsoft 365 apps.

If refreshing the license does not help, because the problem is occurring across several Outlook clients while Copilot still works in Word, I would give it a couple of days in case the Outlook entitlement needs to refresh on the service side.

If it remains unchanged after that, I’d contact Microsoft Support and ask them to check the account’s Microsoft 365/Copilot entitlement.

Answer 2

For Outlook with a Microsoft 365 Personal subscription, Copilot availability depends on the Outlook app and account state.

What to check:

Confirm the Outlook app type Copilot sharing across accounts is not available in classic Outlook for Windows. If this is classic Outlook, use new Outlook or Outlook on the web.
Make sure the correct account is signed in License validation errors can happen when Outlook or Microsoft 365 is signed in with an account that does not have the Copilot entitlement. Verify the same Microsoft account that has the Microsoft 365 Personal subscription is the one signed in.
Refresh the Microsoft 365 license In a Microsoft 365 app on Windows:
- Go to File > Account
- Select Update License
- Close and restart all Microsoft 365 apps
Check privacy settings Copilot can be unavailable if these are off:
- Experiences that analyze your content
- All connected experiences
In a Microsoft 365 app:
- Go to File > Account
- Under Account Privacy, select Manage Settings
If using Outlook on the web or other Microsoft 365 web apps Third-party cookies may be required for license validation. In Microsoft Edge:
- Go to Settings and More > Settings > Cookies and site permissions > Manage and delete cookies and site data
- Make sure Block third-party cookies is Off
If the issue is only in classic Outlook for Windows There is a known issue where Copilot buttons can disappear in classic Outlook for Windows. The documented workaround is to use new Outlook or Outlook Web Access (OWA).

Also note these account conditions can block Copilot access in Outlook:

Connected Experiences turned off in Outlook privacy settings
The account does not meet age requirements for Copilot