Copilot sync issues

Question

Copilot sync issues

Paul Hirst 0

My Microsoft account ) appears to have two separate Copilot conversation histories. Safari on iPhone shows an older chat history and Microsoft 365 Family. Copilot on Windows and the iOS app show a different, newer history and sync with each other. Messages added to chats in the Safari history do not appear in Windows or the iOS app. The same Microsoft account is used on all platforms.

Paul Hirst 0 Reputation points

2026-08-23T19:28:13.4733333+00:00

Wil the older chats visible in Safari be migrated into the updated Copilot experience, or do I need to export them manually?"
Todd 0 Reputation points

2026-09-30T20:05:28.57+00:00

I've encountered the same issue. Recently, I factory reset my iPhone. Now Copilot won't connect to my default chat history. The desktop app and Safari will still connect to memory and chat history under "Todd Free Plan", but my iOS app will only show "Todd Personal" with a blank slate. Both are connecting using the same email address, so I don't know how to begin to fix that.
Ian-T 13,100 Reputation points Microsoft External Staff Moderator

2026-10-01T00:30:38.9133333+00:00

Please feel free to check out my answer and another alternative step is to contact Microsoft Support as well on this issue to gain further insight

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

2 answers

Your answer

Paul Hirst 0 Reputation points

2026-08-23T19:28:13.4733333+00:00

Wil the older chats visible in Safari be migrated into the updated Copilot experience, or do I need to export them manually?"
Todd 0 Reputation points

2026-09-30T20:05:28.57+00:00

I've encountered the same issue. Recently, I factory reset my iPhone. Now Copilot won't connect to my default chat history. The desktop app and Safari will still connect to memory and chat history under "Todd Free Plan", but my iOS app will only show "Todd Personal" with a blank slate. Both are connecting using the same email address, so I don't know how to begin to fix that.
Ian-T 13,100 Reputation points Microsoft External Staff Moderator

2026-10-01T00:30:38.9133333+00:00

Please feel free to check out my answer and another alternative step is to contact Microsoft Support as well on this issue to gain further insight

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

Answer 1

This behavior matches the current split between older and updated Copilot experiences.

Supported facts:

An updated Microsoft Copilot app for web, desktop, and mobile became available on August 18, 2026.
For personal accounts, chats and content move into the updated Copilot app.
If both Microsoft Copilot and the Microsoft Copilot app were used with a personal account, chats and content are merged into a single updated Copilot app.
Work and personal account experiences remain separated by design.
In signed-in Copilot, conversation history is account-based and appears in the left sidebar on copilot.com and in the Windows/macOS app, and in the menu on mobile.
Copilot retains the last 18 months of interactions in conversation history.

Based on that, the most likely explanation is that Safari on iPhone is still opening an older Copilot experience, while Windows and the iOS Copilot app are using the updated Copilot app experience. That would explain why one set of chats syncs together and the other does not.

What to check:

In Safari, confirm which Copilot experience is open.
- The updated web app is at https://www.copilot.com.
- If Safari is reaching an older experience, its history can appear different from the updated app history.
In the Copilot app and in Safari, verify the account label.
- The navigation pane can show whether the session is Work or Personal.
- If one session is work/school and another is personal, histories remain separate by design.
Update the iPhone app if needed.
- For mobile users, an updated version of Copilot may need to be installed to continue using the updated experience.
Check conversation history directly in each client.
- On copilot.com, history appears in the left sidebar.
- In the mobile app, open the menu to view history.
- In Windows, history appears in the left sidebar.
If the Safari history is the one that needs to be preserved, review it before switching fully.
- The context states that chats and most content move with personal accounts during the update, but it does not provide a manual merge procedure.

The context does not provide a supported manual fix to force-merge two visible histories. It only confirms that updated experiences should carry chats and content forward for personal accounts, and that account type separation is intentional.

Answer 2

Hi @Paul Hirst

First. please feel free to check out the AI answer

There is currently no documented option to manually move or force-merge individual conversations between the two visible histories. Microsoft indicates that chats associated with a personal account should be carried into the updated Copilot experience, so I would avoid deleting anything from Safari while this transition is taking place.

For any older conversation that is important, open it in Safari and use the Share button to create a copy of the conversation. Please review the shared content carefully, since anyone with the generated link may be able to access it. You can also export the account’s Copilot activity history through the Microsoft privacy dashboard as an additional backup.

If the older history still remains isolated, report the issue through Copilot’s feedback option since forum moderators or the members cannot merge or migrate account data from the backend.

Thank you so much for your time and hope you have a great day