Copilot chat randomly stopped working

Check the birth date and age-verification status of the Microsoft account used in Copilot, because the displayed message means that account currently fails Copilot’s age-eligibility check.

If this is a personal Microsoft account

1. Check the recorded birth date
   • Open your Microsoft account profile and select Edit profile information.
   • If the birth date is wrong, correct it and select Save.
   • If Microsoft classifies the account as a child and prevents editing, an adult account that provided—or can provide—consent must manage the information instead. Microsoft documents the applicable procedures for adult, child, and consent-managed accounts here: ^1^
2. Complete age verification if it is offered
   • Check the age-assurance status in your Microsoft account.
   • If prompted, choose an available verification method, such as facial age estimation, a document, or a supported government system.
   • An account that does not complete a requested verification is treated as unverified. Verification options differ by country or region. ^2^
3. Retest Copilot
   • After saving or verifying the account, sign out of Copilot and sign back in to refresh the session.
   • This is a retest step; signing in on the phone is not an established cause of the restriction.

Personal Copilot requires users to be at least 13, but some countries or regions impose a higher minimum age. Younger users may also receive reduced functionality. ^3^

If the recorded birth date is correct and you are genuinely below your region’s minimum age, profile editing or support cannot restore Chat until you become eligible. If you are eligible but the message remains after correction and verification, contact Microsoft Support through the Get Help app or Microsoft Support contact page. Include:

• The exact “Copilot Chat isn't available for your age group” message
• Whether this is a personal, work, or school account
• Your country or region
• Confirmation that the birth date is correct
• Confirmation that age verification was completed

Support can investigate an incorrect account classification, but cannot waive a valid regional age requirement. The published guidance does not document another user-side override.

If this is a school account

Send the following steps to the institution’s IT team; they require a Global Administrator. The affected student must first have an eligible Microsoft 365 Education A1, A3, or A5 student license. ^4^

1. In the Microsoft 365 admin center, go to Show all → Settings → Org settings → Services → Microsoft Education Tenant Identifier.
2. Select the correct classification:
   • K-12 for a school or school district
   • Higher Education for a college, university, or other post-secondary institution
3. Select Save.
4. For a K-12 tenant, go to Settings → Org settings → Services → Microsoft Education.
5. Under Manage student age groups, select Download users.
6. Keep the User principal name and AgeGroup columns, then assign the accurate value:
   • minor — under 13; blocked
   • notAdult — 13–17; allowed
   • adult — 18 or older; allowed
7. Save the file as Users.csv, select Upload users, upload it, and select Continue.
8. After processing completes, download the users again and verify that the values were applied.

The bulk-upload workflow also assigns the required Consent provided for minor value. If IT updates the account individually through Microsoft Entra ID, Microsoft Graph, or PowerShell, it must set that consent value separately. Students under 13 cannot access Copilot Chat.

Why the layout changed at the same time

Microsoft released an updated Copilot experience for web, desktop, and mobile on August 18, 2026. Downloading the current phone app can therefore expose a different interface and perform current account-eligibility checks. The timing does not establish that phone sign-in changed the account’s birth date or caused the restriction. ^5^

For a non-Education work account, contact the Microsoft 365 administrator to investigate the account’s tenant classification and Copilot eligibility rather than changing personal-account profile information.

References

1. How to change a birth date on a Microsoft account
2. Verify your age for a Microsoft account. | Microsoft Support
3. Microsoft Copilot for individuals: Copilot for young people | Microsoft Support
4. Enable Copilot Chat for learners - M365 Education | Microsoft Learn
5. Microsoft Copilot for individuals: Copilot for young people