Microsoft 365 Copilot – “Allow editing” failing in Word for one user

ETM 0 Reputation points
2026-10-29T16:12:14.4466667+00:00

We have a user experiencing an issue with Microsoft 365 Copilot in Word. Copilot was working normally with full functionality until approximately two days ago, and no known changes have been made to the user's device, licence or configuration.

Issue: When the user opens Copilot in Word with Allow editing enabled and submits a prompt, Copilot returns:

“Something went wrong, and I couldn't complete your request. Please try again.”

If Copilot is changed from Allow editing to Chat only, it works successfully. User has a licence assigned, Copilot works with other apps, no issues until 2 days ago. No changes on their account. Sign out and sign back in does not help. Office repair does not help.

Can someone please advise

Moved from Microsoft Copilot | Microsoft 365 Copilot | Development

Microsoft 365 and Office | Subscription, account, billing | For business | Other
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  2. Jade Ng 16,620 Reputation points Microsoft External Staff Moderator
    2026-11-05T08:01:00.41+00:00

    Dear ETM,

    I tested Allow editing with Copilot in Word in my own environment, and it works as expected. Since only one user appears to be affected, please try the steps below and let me know whether the behavior changes.

    1.Re-assign the Microsoft 365 Copilot license (by the IT admin)

    • Sign in to the Microsoft 365 admin center as a Global Admin or License Admin.
    • Go to Users > Active users, and select the affected user.
    • Select Licenses and apps, clear the Microsoft 365 Copilot license, and select Save changes.
    • Wait a few minutes, then assign the Microsoft 365 Copilot license again and select Save changes.

    2.Clear the cached credentials (by the affected user)

    • Close all Office apps.
    • Open Control Panel > Credential Manager > Windows Credentials.
    • Remove the saved entries related to Microsoft Office or Microsoft 365 (for example, those starting with MicrosoftOffice16).

    3.Sign out and sign in again

    • Open Word and select File > Account > Sign out.
    • Close Word completely, reopen it, and sign in with the work account.
    • Open Copilot, switch to Allow editing, and submit a simple prompt in a new blank document.

    Kindly let me know how it goes. Thank you for your patience and cooperation. I am looking forward to your response!

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