Copilot is not working in 3 computers

Roberto Lito 0 Reputation points
2026-11-12T23:38:08.0366667+00:00

I subscribed to Copilot (and Office 365) about 3 months ago. Today Copilot stopped working. I want to have either Copilot back or a refund on my subscription. I am trying to find a way to talk to an agent in any way and cannot find any phone number or any really working chat. The only chat I initiated had 70 before me and when it reached 4 it cancelled itself. I just want to know how to contact an agent that will take care of my problem. I paid for the service so I deserve to be taken care of.

Microsoft 365 and Office | Subscription, account, billing | For home | Other
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  1. John DeV 171.5K Reputation points Independent Advisor
    2026-11-13T00:12:27.4066667+00:00

    Hi, good day!

    I understand your frustration, especially since you've already paid for the subscription and haven't been able to get the assistance you need.

    If Copilot suddenly stopped working, it may be worth checking whether this is related to an ongoing Microsoft service disruption. You can check the latest updates here:

    https://status.cloud.microsoft/

    For direct assistance, you can contact Microsoft Support through the following page

    https://support.microsoft.com/contactus

    Sign in with the Microsoft account associated with your subscription, select Microsoft 365, describe your issue, and choose Get Help. If available, select Contact Support to access live chat or a callback from a support agent.

    If you prefer to request a refund, you can also check your eligibility here:

    https://support.microsoft.com/en-us/accounts-billing/subscriptions/how-to-get-a-refund-on-a-microsoft-subscription

    Please note that refund eligibility depends on your subscription type, purchase date, billing history, and region.

    I hope this helps you reach the appropriate support team and get your issue resolved.

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  2. Roberto Lito 0 Reputation points
    2026-11-14T00:53:45.4833333+00:00

    Thank you John DeV for your reply to my post. Yes, Copilot stopped working due to the service disruption all day yesterday November 12th. Today Copilot went back to normal. What pisses me off is that Microsoft does not take care of customers as they should. The moment there is a service disruption they should do something do communicate that problem to the customers that pay them for services instead of leaving customers trying to troubleshoot a problem that cannot be troubleshooted because it comes from their services. You search Microsoft for a solution to the problem: 'Copilot opens in a blank screen' and you get a full page from Microsoft about possible causes and they tell you to do this and that. I uninstalled Copilot and reinstalled and other procedures and after wasting my time for 3 hours troubleshooting a problem that I assumed was in my computer, I come to hear of the disruption in Microsoft services. Couldn't they send an automatic email to all customers that the problem resides in their servers and we customers have to wait and cannot do anything until they solve it? I got so angry that I even removed the automatic payment I have in my account. But yes, an email about the removal of automatic payment I did receive. Because all they care about is the payment. Saving the customers' time by giving them information, this they do not care.

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  3. AI answer

    2026-11-14T00:45:33.1366667+00:00

    Contact Microsoft Support while signed in with the account that purchased Microsoft 365, then select Contact Support after Get Help to reach the available live-agent option.

    Reach a support agent

    1. Open Contact Microsoft Support.
    2. Sign in with the personal Microsoft account used to purchase the subscription.
    3. Enter Copilot stopped working on three computers — check subscription entitlement.
    4. Select Get Help.
    5. If the automated suggestions do not resolve it, select Contact Support.
    6. Choose Microsoft 365 and Office → Manage my subscription.
    7. Select the offered live-support method, normally web chat; a callback may also be offered depending on region, product, and support availability. Microsoft 365 home subscriptions include technical support through chat at no extra charge.[^1^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft 365 Personal, Family, Premium, and Pro subscription benefits")

    Because your previous chat disconnected, start a new request while signed in and include the earlier queue disconnection in the description. This Microsoft Q&A forum cannot access your account, subscription entitlement, billing records, or issue a refund.

    Before changing all three computers

    Copilot failing on three computers on the same day points to an account entitlement or service-side issue rather than three independent installations.

    1. Check Microsoft’s public service-health page for an active Microsoft 365 or Copilot incident.^2^
    2. If no incident is shown, refresh the Copilot license on one computer:
      • Open Word, Excel, or PowerPoint.
      • Go to File → Account.
      • Confirm it shows the purchasing Microsoft account.
      • Select Update License.
      • Close every Microsoft 365 application and reopen one.
      On a Mac, open the app menu → About <app name> → More Info → Refresh License, then restart the Microsoft 365 apps.^3^
    3. If Copilot still fails, open the Windows Get Help app and run:
      • Copilot License Troubleshooter if Copilot is missing or says it is not licensed.
      • Copilot connectivity troubleshooter if it cannot connect.^4^

    Give the support agent the exact error message, subscription name, affected apps, and confirmation that the problem occurs on three computers. Ask the agent to check the Copilot entitlement and license status on the purchasing account.

    If you prefer a refund

    For a subscription bought directly from Microsoft:

    1. Sign in to Services & subscriptions with the purchasing account.
    2. Find Microsoft 365 and select Manage → Cancel.
    3. The cancellation process will automatically display whether it qualifies for a refund before you complete it.

    Not every cancellation produces a refund. In most cases, the standard window is within 30 days of the initial purchase or before the first recurring billing date, whichever comes first. Some countries or regions allow prorated refunds under different rules.[^5^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft subscription refund policy | Microsoft Support")

    Since the purchase was approximately three months ago, do not cancel unless you actually want to end the subscription; first ask the agent whether your purchase and region qualify. If no refund is issued after cancellation, Microsoft 365 access normally continues through the current paid billing period.

    If the subscription was purchased from Apple, Google Play, Amazon, Best Buy, or another retailer, that seller—not Microsoft—must handle cancellation and the refund because it received the payment.[^6^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Manage your Microsoft 365 subscription purchased through a third party | Microsoft Support")

    References

    1. [Microsoft 365 Personal, Family, Premium, and Pro subscription benefits](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
    2. Microsoft service health status
    3. [Mac](https://support.microsoft.com/office/foundations-experiences/how-to-find-and-enable-missing-copilot-button-in-microsoft-365-apps)
    4. Copilot troubleshooters | Microsoft Support
    5. [Microsoft subscription refund policy | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
    6. [Manage your Microsoft 365 subscription purchased through a third party | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
    AI-generated content may be incorrect. Read our transparency notes for more information.

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