Copilot chats visible in Legacy app but missing on web. Human review needed.

Question

Copilot chats visible in Legacy app but missing on web. Human review needed.

Neil Drew 0

My chat history is still visible in Copilot Legacy on mobile but is missing from the web experience under the same Microsoft account. This appears to be an account migration or synchronisation problem involving existing data.

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Answer 1

Emma1-N 14,895 Microsoft External Staff Moderator

Welcome Neil Drew,

I understand how concerning it is to still see your previous chats in Copilot Legacy on mobile while they are missing from the web experience.

Since you have confirmed that you are using the same Microsoft account, please try these checks:

On both the web and mobile app, verify that you are signed in with exactly the same personal Microsoft account and sign-in method.
On the web, refresh Copilot and check the Chats list in the left navigation.
Check whether Copilot displays an in-app message or link allowing you to access your existing chats while the content is being moved.
If the chats remain available only in the Legacy app after these checks, please let me know whether all older chats are missing on the web or only chats from a particular date range.

Looking forward to your update.

Neil Drew 0 Reputation points

2026-10-13T11:58:52.3333333+00:00

No, all chats are missing in the web service and there is no option to load historic data.
Emma1-N 14,895 Reputation points Microsoft External Staff Moderator

2026-10-14T08:57:06.6733333+00:00
Welcome Neil Drew,

I sincerely apologize that the steps I suggested were not able to help you resolve the issue.

For faster and more specialized assistance, I kindly recommend reaching out to Live Chat Support. Support agents are available to help you troubleshoot the issue in real time and provide more in‑depth guidance. Please follow the steps below to connect with Live Chat Support.

Visit the Microsoft Support contact page: Contact - Microsoft Support

In the search bar provided on the page, type "Copilot chat disappear" and press Enter.

Click on Ask Our Support Assistant

When the box Support Assistant appears, type " I want to talk to Live chat agent"

After that, click Contact support

When prompted to select your product or service, choose "Other Products".

For the category, choose "Device and drivers".

Look for and click on "Chat with a support agent in your web browser".

Explain your situation clearly: Be concise but provide all the relevant details.

Disclaimer: 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. Our role is limited to providing technical guidance on reported issues, requests, or ideas.