Copilot problem

Heather Toms 0 Reputation points
2026-10-20T03:17:15.6833333+00:00

I cannot see my original screen on co pilot disappeared within 10 mins. I pay a yearly family subscription. Why has it changed

Microsoft Copilot | Other

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  1. Vikki-T 12,520 Reputation points Microsoft External Staff Moderator
    2026-10-21T07:02:33.0333333+00:00

    Hi Heather Toms,

    Thank you for the additional information. Microsoft is updating the Copilot experience for personal accounts, so some users may notice changes to the app’s appearance and navigation. However, it is not yet clear whether you are seeing this update or whether part of your content has failed to display.

    Could you please let me know whether you are using Copilot on Windows, a mobile device, or a web browser, and what exactly is no longer visible? You can also sign in to Copilot on the web with the same personal Microsoft account to check whether the same change appears there.

    If the screen still appears incomplete, select the three-dot menu in Copilot, then Send feedback > Report a problem, and include a screenshot and the approximate time the change occurred. Thank you so much 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.

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  2. AI answer

    2026-10-20T03:18:48.61+00:00

    The original home screen most likely changed because Microsoft is automatically rolling out an updated Copilot app with a redesigned appearance and navigation, not because your Microsoft 365 Family subscription has ended.^1^

    Check the updated app

    1. Open Copilot and check the signed-in account.
      • Select your profile/account icon.
      • Confirm that it is the same personal Microsoft account previously used with Copilot.
      • If both personal and work accounts appear, switch to the personal account. Their content remains separate.
    2. Close Copilot completely and reopen it. Chats and other content may still be moving into the updated experience. If the app displays a migration message or a link to existing chats, follow that link. The migration time varies.^2^
    3. Look in the new navigation panel. Microsoft has changed the appearance and navigation. Some features may also be temporarily unavailable during the rollout. If you previously used Projects, these now appear as Notebooks in the left navigation.^2^

    Check your Microsoft 365 Family entitlement

    Copilot Chat is available to Microsoft 365 Family subscribers, but the additional desktop-app AI benefits belong only to the subscription owner, not other people with whom the Family subscription is shared.^3^

    On Windows 11:

    1. Select Start.
    2. Select your account.
    3. Check which Microsoft 365 subscription is associated with that account.

    If you are the Family subscription owner, use that same account in Copilot. If another family member owns the subscription, the changed home screen is unrelated to the subscription, but some paid AI features will not be available to your account.^4^

    If the screen remains incomplete

    In Copilot, select … in the upper-right corner → Send feedback → Report a problem. Include:

    • When the layout changed
    • Your Windows version
    • A screenshot of the current screen
    • Which sections or controls are missing

    This sends the app details to Microsoft for investigation.^2^

    References

    1. Copilot app updates for personal, work, and school accounts
    2. Troubleshoot your content in the updated Copilot app
    3. What's the difference between Microsoft Copilot (free) and Copilot in Microsoft 365
    4. What Copilot license do I have
    AI-generated content may be incorrect. Read our transparency notes for more information.

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