Cannot access Copilot on iOS

Shantha Perumal 0 Reputation points
2026-09-10T11:19:43.9433333+00:00

I have an active Microsoft 365 Personal subscription associated with my Outlook.com account. The subscription is visible and active in my Microsoft account portal. Copilot works correctly on my Surface PC using the same account. However, on my iPhone 16 running iOS 26.6.1 and Copilot version 2.113.7, the app repeatedly displays a "Start 1-month free trial" screen instead of recognising my active subscription. The app occasionally recognises the subscription and displays my chat history, but loses the entitlement after restarting. I have already reinstalled the app, signed out and back in, removed Apple sign-in, cleared Safari data, and submitted feedback.

Microsoft Copilot | Other

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  1. Clary-N 15,735 Reputation points Microsoft External Staff Moderator
    2026-09-11T06:20:09.4133333+00:00

    Hi Shantha Perumal,

    Thank you for providing such detailed information. Based on what you've described, it does not sound like a problem with your Microsoft 365 Personal subscription itself, since the subscription is active in your Microsoft account and Copilot works correctly on your Surface PC using the same account. The fact that the iOS app occasionally recognizes your entitlement and displays your chat history, but then loses it after a restart, suggests an issue with how the Copilot mobile app is validating or caching subscription status on iOS rather than a licensing problem.

    Since you have already completed the standard troubleshooting steps, including reinstalling the app, signing out and back in, removing Apple sign-in, clearing Safari data and submitting feedback, there may be little more that can be done from the user side at this point. The issue appears similar to other recent reports involving the Copilot mobile app intermittently failing to recognize an active subscription after sign-in.

    As a temporary workaround, you may wish to use Copilot through a mobile browser, as the web experience can continue to recognize your subscription correctly while the mobile app issue is being investigated.

    Given that the issue appears related to subscription recognition in the iOS app, I recommend contacting Microsoft Support and providing your account details, device information, app version and a screenshot of the "Start 1-month free trial" screen.

    To contact Microsoft Support:

    1. Go to Contact Microsoft Support and sign in with a Microsoft account.
    2. Type "Live Support" and select Get help.
    3. Scroll down and select Contact support.
    4. Under Products and services, choose Other Products.
    5. Under Category, select Billing and Account Profile questions, then select Confirm.
    6. Choose Chat with a support agent in your web browser.

    Please note that this is a user-to-user forum, so forum contributors do not have access to subscription or entitlement systems. If the issue is occurring on Microsoft's backend or within the iOS app itself, only Microsoft Support can review the account diagnostics and escalate it to the appropriate product team.

    I hope Microsoft team is able to identify the cause of this subscription recognition issue and provide a resolution in a future update.

    Best regards.

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