Copilot doesn't run

Use Copilot in a private browser session to finish your work now, then reset the Android app if it remains stuck on “thinking.”

Immediate workaround

1. Open Chrome or Microsoft Edge in Incognito/InPrivate mode.
2. Go to https://copilot.microsoft.com/.
3. Sign in using the same account and sign-in method previously used in the app:
   • Microsoft account: sign in with Microsoft.
   • Google account: choose Continue with Google.
   • Apple account: choose Continue with Apple.

Microsoft notes that accounts may be moving to the updated Copilot experience; private browsing can determine which experience your account currently uses. You can continue in the browser while that process completes.^1^

If Android redirects the website to Google Play, use Chrome’s ⋮ menu → Desktop site, or try Microsoft Edge. Copilot Web remains an alternative to the Android app.^2^

Recover the Android app

Perform these steps in order, testing Copilot after each one:

1. Force-stop Copilot
   • Android Settings → Apps → Copilot → Force stop.
   • Reopen Copilot.
2. Check the signed-in account
   • Open Copilot’s profile/account menu.
   • Confirm it is the account attached to Copilot Premium.
   • If you originally used Google or Apple authentication, use that same sign-in button rather than entering the email through another method. Personal and work/school accounts remain separate.^3^
3. Update Copilot
   • Open Google Play Store → profile icon → Manage apps & device → Updates available.
   • Install any Copilot update and reopen the app.
4. Clear the app cache
   • Android Settings → Apps → Copilot → Storage.
   • Select Clear cache, then reopen Copilot.
5. If it still loads indefinitely, clear app data
   • Return to Settings → Apps → Copilot → Storage.
   • Select Clear data or Clear storage.
   • This removes locally stored app data and signs you out, so copy any unsaved text first.
   • Sign in again with the account used for Premium.
6. Reinstall
   • Uninstall Copilot, restart the phone or tablet, and reinstall it from Google Play. These cache, update, network, and reinstall actions are the Android recovery steps recommended for abnormal Copilot mobile behavior.^4^

Also test once on Wi-Fi and once on mobile data. If only one connection fails, continue on the working network while investigating that connection.

If it remains stuck

Check the public Microsoft service status page for an active incident.^5^

If no incident appears and both the app and browser fail:

• In Copilot, select … → Send feedback → Report a problem.
• Include when the problem began, the Android version, device model, and a screenshot of the endless loading screen. Microsoft documents this as the escalation path for persistent updated-app problems.^1^

Because there is no license-validation message, do not treat the valid payment as the confirmed cause. If a license-validation error later appears, verify that Copilot is signed in with the account that owns the subscription; home users can then contact Microsoft Support if validation continues.^6^

References

1. Troubleshoot Your Content in the Updated Copilot App | Microsoft Support
2. Issues accessing Copilot Web - Microsoft Q&A
3. Troubleshoot your content in the updated Copilot app
4. Is there a virus on Copilot? - Microsoft Q&A
5. Microsoft service health status
6. I am getting license validation errors with Copilot | Microsoft Support