Chats disappeared on Copilot! Me2

Question

Chats disappeared on Copilot! Me2

LeoniE withanE 0

Still waiting for a response.

I recently cleared my cache memory and cookies on Chrome and having my copilot tab opened it was mandatory for me to log back in again. Upon logging back in I realized all my chat history are missing/gone. I contacted a member of support and she wasn't able to help me and suggested I tried this higher level support next.

Currently it's only showing my technical support chats with the support I was provided. All my images are displaying as 'empty.' I've been using copilot for the last 2-3 years now and all my previous chats are no longer displaying.

I greatly appreciate any assistance in this matter. I've also tried Firefox and used Incognito no results. I've logged in and out multiple times as well. I do not have any spam blockers or vpn activated. I am accessing via my computer/mac book only, not through a app. All other similar Ai platforms are working as intended including: chatgpt, bingAi, leonardoAi and more. I had these tabs open as well and worked fine after the settings update.

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Answer 1

Chloe-V 13,790 Microsoft External Staff Moderator

Hi @LeoniE withanE

I’m sorry to hear that your previous Copilot chats and images are no longer appearing, especially after you have been using Copilot for several years.

Since you have already tested Chrome, Firefox, Incognito mode, and signed out and back in multiple times, please confirm that you are signing in with the exact same account and sign-in method originally used, such as Continue with Microsoft, Continue with Google, or Continue with Apple. Personal accounts and work or school accounts have separate chat histories.

If the correct account is being used and the issue continues, it may require further investigation by Microsoft Support. When contacting them, please provide screenshots showing the missing conversations and empty images, along with details about the account and sign-in method used.

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas only.

Thank you for your understanding.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

LeoniE withanE 0 Reputation points

2026-10-08T15:51:24.01+00:00

@Chloe-V

Thank you for responding. This is the thing, I'm not sure which account is the correct account that I originally used because I typically never close the tap and have had it opened for years. I wasn't sure which account it was so through one of the Ai chatbot, it recommended that I tried both so that's why I now have msn and google as the log-in. Which doesn't matter either way because neither are showing my previous history and I haven't been using either account since I've been waiting on a response how to proceed. I do believe the original email might have been the msn and since I do have that account. So I'm certain either way I have the correct account to address that concern.

I've never had to sign in or out before until after I cleared the cache memory and history. Also, I didn't think anyone was going to answer since it's been awhile. I restarted this topic 3x's and you're the first to finally address this. I've now captured a few screenshots to give to microsoft. That link you sent if I clicked it would take me away from this response to a new page. So I didn't want to loose being able to respond first.

Thank again for responding and I await your next correspondence.
LeoniE withanE 0 Reputation points

2026-10-08T16:14:28.1766667+00:00

@Chloe-V

I've now used the microsoft link you included and chose "copilot > Home usage > explained the issue and then it sent me to only two options which were for "surface." A rep called but since this wasn't his department he transferred me to copilot but then the system said, "they were now closed and to call back during normal business hours" and disconnected the call. It is only 12:12 noon time so I'm clueless "what's normal business hours?" He could not provide a direct number to give me and I'm clueless how to contact the correct department. I merely only follow the options that are provided to me.

Do you have a better link you can provide that's suited for copilot home usage. I would greatly appreciate any further assistance.
Chloe-V 13,790 Reputation points Microsoft External Staff Moderator

2026-10-08T23:54:53.9733333+00:00

Hi @LeoniE withanE

Thank you for the clarification. I understand that you already followed the available Microsoft Support path for Copilot, but the call was transferred to another department and then disconnected.

Unfortunately, there is no separate Copilot support service outside Microsoft Support that I can redirect you to. Support availability and contact options may differ depending on the selected category, region, and time.

Since you have already tried the available contact route, please use the same Microsoft Support request and ask the agent to document or escalate the issue as a missing Copilot chat history and images issue. Please provide the screenshots privately and mention that the issue remains after testing multiple browsers and sign-in methods.

As this forum cannot access account data or back-end systems, we cannot restore the missing conversations directly.

Thank you for your patience and understanding.