Microsoft Copilot: Chat history disappeared after update – “Chats and content couldn’t finish syncing”

Question

Microsoft Copilot: Chat history disappeared after update – “Chats and content couldn’t finish syncing”

TH 35

After today’s Microsoft Copilot app update, all of my previous Copilot conversations disappeared from one of my Microsoft accounts.

The issue occurs across multiple devices and platforms:

Acer Aspire 3 – Copilot app
Tablet – Copilot app
Copilot on the web

The same devices were tested with another Microsoft account, and that account still has its complete conversation history. This suggests that the issue is specific to the affected Microsoft account rather than to a particular device or installation.

There is also a specific synchronization error. When I sign out and sign back in to the affected account, Copilot displays:

“Chats and content couldn't finish syncing. Try again to continue bringing over your chats and content.”

I have already tried signing out and signing back in several times and checked the account on multiple devices and on the web. The result is the same.

My main question is: Is there a way to recover the missing conversations or complete the failed synchronization/migration of the previous chat history?

The missing conversations contain important information, so I would particularly like to know whether the conversations may still be stored on Microsoft's side even though they are currently not visible in Copilot.

Any guidance would be greatly appreciated.

Amjad Al Habbal 0 Reputation points

2026-09-09T15:34:55.81+00:00

I have the same. someone help please!
gone from the app, web, and the mobile app! I visited the memory in settings and it implies no saved memories!
donald smith 0 Reputation points

2026-09-10T09:41:54.3133333+00:00

Everything has gone, it was still on my phone, so it still exists somewhere. Now the phone version has a screen to update with no option to reject the update.

8 answers

Your answer

Amjad Al Habbal 0 Reputation points

2026-09-09T15:34:55.81+00:00

I have the same. someone help please!
gone from the app, web, and the mobile app! I visited the memory in settings and it implies no saved memories!
donald smith 0 Reputation points

2026-09-10T09:41:54.3133333+00:00

Everything has gone, it was still on my phone, so it still exists somewhere. Now the phone version has a screen to update with no option to reject the update.

Answer 1

Iris 0

Same thing happened - copilot recalls many of the topics we 'discussed' but none of the chats remain. Also got 'failed to sync try again' message but no way to try again. Rebooted, tried various browsers, the app, and chatted with support which acknowledged that "Based on the information currently available to us, the issue has been reported by multiple users and is being investigated by the appropriate engineering teams." and "While I do not have direct visibility into their investigation or any estimated resolution time, this does not appear to be an issue isolated to your account or device."

He also recommended that "Since your concern involves missing historical conversation data and account-related content, I recommend contacting the Microsoft Privacy Team for further guidance regarding the availability and retention of your Copilot chat data." and "You can submit a request through the Microsoft Privacy Portal: https://www.microsoft.com/en-ca/privacy/privacy-support-requests"

However every attempt I've made to submit the request has failed with an inability to log in - even tho' I AM logged in.

Iris 0 Reputation points

2026-09-09T02:35:45.1333333+00:00

Sorry typo in url

https://www.microsoft.com/en-ca/privacy/privacy-support-requests
Iris 0 Reputation points

2026-09-09T02:52:10.46+00:00

I was unable to use the link to submit the privacy support request on Chrome or Edge, but was finally successful in logging in on Firefox browser
Greg Pogue 0 Reputation points

2026-09-09T17:51:50.73+00:00

I opened a service request with MS support. After the agent tried to help me, he told me to submit feedback from Copilot and tell the story of what is happening. I included my account information and asked them to resync my chats and tasks.

Answer 2

Phil Mollon 0

I have exactly the same problem. Copilot history deleted after update. Copilot no longer greets me by name - same in both Windows app and web version. Oddly, on the web version, the personal greeting briefly appears but then rapidly reverts to the generic with no history - just "Hi how can I help?"

Iris 0 Reputation points

2026-09-09T11:40:54.1+00:00

Are you sure you're logged in - on the bottom left on window app your 'name' should appear and you can click on it to see how/if you are.
Greg Pogue 0 Reputation points

2026-09-09T17:52:05.4866667+00:00

I opened a service request with MS support. After the agent tried to help me, he told me to submit feedback from Copilot and tell the story of what is happening. I included my account information and asked them to resync my chats and tasks.

Answer 3

Greg Pogue 0

After the recent Copilot refresh, all of my Copilot conversations from before the migration disappeared.

Symptoms:

The banner states that "Past chats, Copilot Tasks, and Copilot Health are coming soon."
Clicking "Access chats and tasks" briefly loads the previous Copilot experience, which recognizes my account, but then automatically redirects to the new Copilot.
After the redirect, only chats created since the refresh are visible.
No pre-refresh chats are visible.
The issue occurs in the Windows app, web browser, and mobile experience.
I have verified that I am signed in with the correct Microsoft account.
The oldest visible conversation is from the day of the refresh.

Please investigate whether my historical chat data is still associated with my account and whether the migration/synchronization process failed.

Phil Mollon 0 Reputation points

2026-09-09T12:37:40.1533333+00:00

Exactly the same experience for me - have wasted several hours yesterday and today. When are they going to fix this? Why does Microsoft keep wrecking things by "improving" or updating them?!!
Iris 0 Reputation points

2026-09-09T12:50:19.02+00:00

@Greg Pogue I don't think Microsoft is going to answer you here - you have to log a problem with them, I think.
TH 35 Reputation points

2026-09-09T15:05:31.94+00:00

I have exactly the same issue. My pre-refresh conversations are still partially visible in the sidebar by title, but clicking them only produces the loading skeleton and the actual conversation never loads. I also initially got a sync error during the transition. The new Copilot shows Free Plan and only loads the new experience. I have verified the Microsoft account. This happens on the web as well. This makes me think the old chat history still exists but the migration/link between the old and new chat-history systems is broken. I reported the issue to Microsoft through the Copilot app.

Answer 4

Jaime de los Hoyos 0

Exact same situation here. Hope this is a backend sync issue that can/will be resolved, I had a lot of valuable chats there and didn't even had the opportunity to export them.

Greg Pogue 0 Reputation points

2026-09-09T17:51:22.7766667+00:00

I opened a service request with MS support. After the agent tried to help me, he told me to submit feedback from Copilot and tell the story of what is happening. I included my account information and asked them to resync my chats and tasks.

Answer 5

JT 0

Same issue for me. Doesn't know my name, cannot reference any old chats, and I had stuff I had been working on for months (plus a few years of chats I had it remember stuff.) When the app is opened I get the same popup - “Chats and content couldn't finish syncing. Try again to continue bringing over your chats and content.”

Android is worse, it forced me to download a new app, it doesn't even have a chat option. Only search onedrive or generate image. copilot.microsoft.com looks like the old app and would likely still have my chats, but the side bar is minimized and it quickly redirects me to copilot.com without any of the old conversations, just the one with new copilot of me complaining about it.

I know when I first used the app it said it would take some time to migrate, so I guess I will put things on hold for a few days to see if that happens, otherwise I guess I will have to move to something else.

Greg Pogue 0 Reputation points

2026-09-09T17:51:36.5933333+00:00

I opened a service request with MS support. After the agent tried to help me, he told me to submit feedback from Copilot and tell the story of what is happening. I included my account information and asked them to resync my chats and tasks.