Copilot Pinned Chats

Handle the two accounts separately: for the personal account, check whether chats are still migrating to the updated Copilot experience; for the work account, have the Microsoft 365 administrator check Service Health and open a support request if the chats remain missing.

There are Microsoft-hosted community reports of chats and pins disappearing, but these do not establish a confirmed Microsoft known issue specifically affecting pinned chats in Copilot Basic.

First determine whether only the pins disappeared

In each account:

1. Open Copilot’s left navigation and select All conversations or expand the chat-history pane.
2. Search for a distinctive phrase from a missing conversation, if search is available.
3. If the conversation is present but no longer pinned, pin it again. That indicates the pin state disappeared, rather than the underlying chat.
4. If the conversation itself is absent, use the account-specific path below.

Personal and work experiences are separate by design, even when both accounts are added to the same Copilot app; chats do not flow between the two account types.^1^

Personal account

If the account has recently moved to the updated Copilot app, Microsoft states that chats may temporarily be missing while content migration and device synchronization complete.^2^

1. Confirm that Copilot is using the same personal account and sign-in method originally used:
   • Microsoft account
   • Continue with Google
   • Continue with Apple
2. Quit and reopen the Copilot app, or refresh the web page.
3. Follow any in-app link offering access to existing chats while migration completes.
4. If multiple devices show different histories, allow time for synchronization and check again later.
5. For multiple personal accounts, open a private browser session and sign in to the affected account at copilot.microsoft.com. If redirected to the updated experience, that account has moved or is completing its move.^3^

If the chats remain missing, report it from Copilot:

… → Send feedback → Report a problem

Include when the pins disappeared, the device and operating system, whether the conversations remain under All conversations, and a screenshot without personal or organizational data.^2^

Work account

The personal-account migration instructions should not be assumed to apply to the work account unless Copilot explicitly displays a migration or synchronization message.

1. Sign out of the work account, close Copilot completely, reopen it, and sign back in.
2. Check the same account in another browser or an InPrivate window to distinguish an account-side problem from a local client issue.
3. Ask the Microsoft 365 administrator to check Microsoft 365 Admin Center → Health → Service health for a current Copilot advisory.
4. If no advisory explains it, the administrator should open a support request through the Microsoft 365 Admin Center, including the affected user, approximate disappearance time, client/browser versions, and whether the full conversations or only their pins are missing.^4^

For work accounts, compliance retention does not mean that a missing chat can be restored to the Copilot interface. Microsoft notes that content retained in hidden mailbox locations may remain searchable through eDiscovery even when it is no longer visible in Copilot.^5^

References

1. Copilot app updates for personal, work, and school accounts
2. Troubleshoot your content in the updated Copilot app
3. Troubleshoot Your Content in the Updated Copilot App | Microsoft Support
4. copilot m365 agent builder chat history - Microsoft Q&A
5. Learn about retention for Copilot & AI apps