Copilot Cowork failed document task and consumed entire monthly token allowance

Question

Copilot Cowork failed document task and consumed entire monthly token allowance

D Morgan 0

On October 13, 2026, I assigned Microsoft Copilot Cowork a task to rebuild an Policy using a specifically designated master document.

The instructions identified the required master, discretionary policy as the controlling client-policy profile, and as the controlling schedule. The legacy policy was explicitly labeled reference-only.

Instead, Cowork produced a policy using the legacy Alma document’s structure and content as its foundation, contrary to the source-control instructions. The output retained the legacy chapter structure and outdated front matter, including the March 9, 2017 preparation date.

This failed task consumed my entire monthly Cowork token allowance and did not produce the requested deliverable. Is there a mechanism for a refund of tokens? I cannot find an easy way contact Microsoft support.

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Answer 1

Hi D Morgan,

I understand how frustrating it must be when the requested document was not produced correctly.

At this time, I could not find a documented automatic token-refund option for an unsuccessful or incorrect Cowork result. However, the usage can still be reviewed by the appropriate support or billing team.

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. My role is limited to providing technical guidance on reported issues, requests, or ideas.

Could you confirm whether you are using a personal Microsoft account or a work/school account?

In the meantime, please open the affected Cowork conversation and enter /cost to view the estimated credits used by that task. Please keep a screenshot of the result, the task date and time, and any task or conversation ID available.

For a work or school account, contact your Microsoft 365 administrator. The administrator can review Cowork usage under Copilot > Cost management in the Microsoft 365 admin center and submit a support request on your behalf.
For a personal account, contact Microsoft Support, select the closest Copilot or Microsoft 365 category, and request a review of the credits consumed by the failed Cowork task. If the Support Assistant appears first, you can enter the following prompt: “I need to speak with a live support agent.”

Microsoft Support will need to review the task logs and usage records to determine whether any credit adjustment is available. Avoid sharing the policy documents publicly; provide them only through a secure support channel if requested. If you experience any difficulty contacting Microsoft Support, please let me know what options or messages you see, and I will try to guide you further. Thank you so much for your understanding.

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