Microsoft Copilot errors and common problems

Copilot not loading: Service out of reach or sign-in failed

Means

When the Copilot pane in Edge stays blank, shows an error or asks you to sign in again, Microsoft says the Copilot service can't be reached or the browser can't confirm who you are. A service outage can also cause it.

First step

Check that your device is online. All steps

Old chats missing: Chats still moving to the new app

Means

Microsoft is moving personal accounts to an updated Copilot app, and your chats move with you. This can take a while, so some chats may be missing or show as coming soon for a time.

First step

Sign in with the same Microsoft, Google or Apple account you used before. All steps

Copilot button missing: Button moved, or license needs a refresh

Means

Microsoft moved the Copilot button to the lower-right corner of your document, so it may not be gone. If it is really missing, your license, Office version, update channel or privacy settings are the usual cause.

First step

Look for the Copilot button in the lower-right corner of the document. All steps

Copilot missing in Edge: Sidebar off, old Edge or blocked by policy

Means

The Copilot icon disappears from Edge when the sidebar or the Copilot button is turned off, Edge is out of date, a work policy blocks it, or Copilot is not offered for your region or account.

First step

Go to edge://settings/appearance/copilotAndSidebar and set the sidebar to Always on. All steps

Usage limit reached: Feature limit or AI credits used up

Means

Microsoft 365 home plans cap how often some Copilot features can be used in a time period, and others use monthly AI credits. Only the subscription owner gets these benefits.

First step

Check your limits and AI credits under Services and subscriptions in your Microsoft account. All steps

Something went wrong. Let's try again.: License, account or connection problem

Means

Microsoft lists this error for Copilot in Microsoft 365 apps. Causes include a license that was just assigned, being signed in with both a personal and a work account, a bad connection, or a recent Office reset or update.

First step

Wait a while if your Copilot license was assigned recently, as it takes time to apply. All steps

Couldn't update license: Error code 29, Copilot license not active

Means

Shown with Error code: 29 when Office can't refresh your Copilot license. Microsoft names device-based licensing, account conflicts and a recent Office reset among the causes.

First step

Make sure a user-based license with Copilot is assigned to you, not a device-based one. All steps

Problem validating your Copilot license: Wrong account, file location or blocked cookies

Means

Copilot could not confirm your license. Microsoft says this happens with the wrong account, a work file opened with a home plan, a file stored outside OneDrive or SharePoint, or blocked third-party cookies in the web apps.

First step

Check you are signed in at microsoft365.com with the account that has Copilot. All steps