Copilot Chat unavailable on Web/Desktop but still works on Mobile

Hojo Shizune 0 Reputation points
2026-09-14T02:34:05.3733333+00:00

Hello,

I'm experiencing an issue with Copilot.

The problem affects both the web version and the Windows desktop app, but the mobile app still works normally.

Symptoms:

  • Opening Copilot shows Search instead of Chat.
  • The New Chat option is no longer available.
  • Typing a prompt performs a search instead of creating a conversation.
  • Existing conversations from chat history can still be opened and continued.
  • Mobile Copilot can still create new conversations without any issues.

I have already tried:

  • Signing out and signing back in
  • Reinstalling the desktop app
  • Clearing browser cache
  • Testing on different browsers

The issue remains the same.

Is this a known issue, an account-specific configuration problem, or part of an ongoing rollout?

Thank you.

Microsoft Copilot | Other
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2 answers

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  1. Carl-L 21,745 Reputation points Microsoft External Staff Moderator
    2026-09-15T06:43:35.5966667+00:00

    Hello Hojo Shizune,

    Welcome to Microsoft Q&A forum.

    As I checked, there is no reported known issue regarding Copilot in the web and apps. I have just opened the web and app Copilot in my own computer and it still works normally.

    Before we proceed, may I have a photo of the situation to check for you? Please remember to remove all personal information before posting.

    I'm waiting for your reply.

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  2. Zoha Fatima 510 Reputation points
    2026-09-14T06:47:21.62+00:00

    Hi Hojo,

    Since Copilot Chat still works on mobile and you can continue existing conversations, this does not look like a general account failure. Microsoft has recently updated the Copilot experience and introduced Copilot Search as a separate experience from Copilot Chat.

    On the web, try opening Copilot Chat directly rather than the Search page. Microsoft currently documents the Chat entry point at m365.cloud.microsoft/chat. If Chat is available there, you can also pin Copilot Chat again in the Microsoft Copilot app.

    If the direct Chat page also removes the New Chat option while the same account continues working normally on mobile, I would report it through Microsoft Support/Feedback as a web and desktop account-experience issue, since reinstalling and clearing the browser cache would be unlikely to resolve an account-side rollout problem.

    Thank you, and feel free to respond back for more assistance.

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