Chats not loading in new app on mobile or desktop

If this is a personal Copilot account, open the legacy Copilot endpoint in a private browser window to determine whether the account—and its older chats—has finished moving to the updated experience.

Test the migration state

1. On the Mac, open a new Private Safari window or Incognito window in another browser.
2. Go to https://copilot.microsoft.com/.
3. Sign in using the same original sign-in method:
   • If Copilot was originally accessed through Google or Apple, select Continue with Google or Continue with Apple rather than entering only the same email address.
4. Check what happens:
   • It remains at copilot.microsoft.com: the account has not fully moved. Use that older experience to access the chats while migration is pending.
   • It redirects to copilot.com: the account has moved or is completing the move. Chat content may still be migrating, so allow time and check again later.

Microsoft states that chats automatically move to the updated personal Copilot app, but the transfer and synchronization can take time. An in-app link to existing chats may also appear while this is happening.^1^

Complete the documented refresh steps

Because the same failure occurs in the app and website, avoid reinstalling only the Mac app as the primary remedy. Instead:

1. Completely quit Copilot on each device and reopen it.
2. Refresh the Copilot web page.
3. Look for a migration message or link providing temporary access to existing chats.
4. Try one chat again after allowing additional time for migration.

Titles appearing while their contents remain stuck across multiple clients matches other reported cross-device cases and can require Microsoft to investigate the account’s chat retrieval rather than a single-device installation.^2^

Report it if the chats still do not load

From the updated Copilot app or website:

1. Select … in the upper-right corner.
2. Select Send feedback.
3. Select Report a problem.
4. Include:
   • When the problem began.
   • That chat titles are visible but selecting them loads no content.
   • That it reproduces on mobile and the Mac website.
   • Whether the legacy endpoint remained there or redirected to copilot.com.
   • Device and operating-system versions.
   • A screenshot showing the title and blank/loading conversation pane.

This is Microsoft’s documented reporting route for unresolved updated-app content migration problems.^1^

If this is instead a work or school Microsoft 365 account, the personal-account migration instructions do not apply. Ask the Microsoft 365 administrator to open a support request through the Microsoft 365 Admin Center; personal and organizational Copilot accounts remain separate.^3^

References

1. Troubleshoot Your Content in the Updated Copilot App | Microsoft Support
2. Copilot chat titles visible but conversation contents missing across ...
3. copilot m365 agent builder chat history - Microsoft Q&A