Recent purchased-plan is showed incorrectly causing not update credit limits (exhausted)

maria regina 0 Reputation points
2026-10-07T14:36:18.1166667+00:00

I just recently upgraded my plan from MS Personal to Family. Before upgrading, while working on the files, I received notification that my AI credit limits were exhausted and zero balance. This triggering me to upgrade the plan with promised benefit about advanced usage of AI credit limits. However, after upgraded to Family, my profile in Copilot application still showed Personal as if I never upgrade it. This is contradict with my profile in Microsoft acc which already showed own Family plan. This issue trouble me because I cannot continue my work with Copilot since the credit already exhausted. Please fix the issue. Thanks

Microsoft Copilot | Other
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  1. Ian-T 13,535 Reputation points Microsoft External Staff Moderator
    2026-10-08T05:46:27.8333333+00:00

    Hi @maria regina

    Microsoft 365 Personal and Family currently have the same standard AI usage limits, so upgrading to Family does not add or reset exhausted AI credits. Family primarily provides sharing benefits, and its AI features are available only to the subscription owner.

    To correct the plan display, sign out of Copilot and your Microsoft 365 apps, restart them, and sign back in using the exact account that purchased Family. You can also select File > Account > Update License in an Office desktop app.

    If your Services & subscriptions page shows Family but Copilot still shows Personal, contact Microsoft Support, as only Support can investigate the account’s licensing status.

    Please note that this is a user-to-user support forum. Moderators and contributors cannot access accounts or Microsoft’s back-end systems. We can only provide technical guidance on reported incidents, requests and ideas 

    Thank you for your understanding

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