URGENT: Business Identity No Longer Accessible

Lorraine Davis 0 Reputation points
2026-10-12T14:20:05.9466667+00:00

URGENT: Business Identity No Longer Accessible

I previously used Copilot through a Google linked identity and accumulated several years of business-critical conversation history. I did not delete the identity, change tenants, or intentionally remove access. Historic Copilot conversation links now return "can't load". Consumer support routes reject the issue as business-related, while Microsoft admin services state "Login is not supported for consumer users without business presence." I need assistance from Microsoft 365 Identity or Tenant Recovery specialists to determine what happened to the previous identity and whether the associated Copilot data remains recoverable. I was mid build with associated patterns and it crashed, large chat, please help me. I've now been migrated to a personal account, but I had access previously to both, no warning, nothing.

Microsoft Copilot | Other
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  1. Vikki-T 12,060 Reputation points Microsoft External Staff Moderator
    2026-10-13T08:56:14.73+00:00

    Hi Lorraine Davis,

    I understand why losing access to a long, work-critical Copilot conversation would be concerning. However, using Copilot with a Google sign-in does not by itself confirm that the previous identity was a Microsoft 365 business or tenant account.

    To help distinguish an account-linking issue from a business tenant issue, could you please confirm:

    • Was the previous Copilot profile accessed through Continue with Google, or with a work/school account supplied by an organization?
    • If you open a private or Incognito browser window and choose Continue with Google using the original Google account, do the same conversations appear or still show “can’t load”?
    • Does the Copilot account switcher show both Personal and Work profiles, or only a personal profile?
    • Are the conversations missing from the history list entirely, or are they listed but fail only when opened?

    Please avoid deleting Copilot activity history or removing any linked sign-in methods while this is being investigated. If the conversations remain inaccessible with the original sign-in method, please report the issue through … > Send feedback > Report a problem and include the approximate date access changed, screenshots of the error, and the affected platforms.

    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. Once the original account type is confirmed, we can guide you to the appropriate personal-account or business support route. 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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