Outlook Copilot not supported for my Microsoft 365 Premium account

For your privacy and security, I have covered the personal information included in your post. Please avoid sharing any personal or sensitive information publicly, such as serial numbers, order details, email addresses, phone numbers, or case-related information.

Please note that this is Spanish Q&A Forum, any threads should be posted in Spanish. However, I will still provide an answer on English based on your initial response. 

Hi Methane Rahman,

Thank you for the detailed information.

Based on your description, the Microsoft 365 Premium subscription appears to be recognized correctly because Copilot is working in Word and Excel. However, Outlook for Mac and Outlook on the web are still reporting that Copilot is not supported for the account.

Please note that this is a user-to-user forum, so contributors do not have access to your account or Microsoft internal systems.

A few things to check:

• Confirm that the Microsoft account which owns the Microsoft 365 Premium subscription is listed as the primary signed-in account in Outlook.
• In Outlook, verify that Connected Experiences are enabled in the privacy settings, as Copilot features require these services.
• Test Outlook using only the subscription-owner Microsoft account temporarily by removing any additional accounts and signing in again.
• Allow some additional time if the upgrade from Microsoft 365 Family to Microsoft 365 Premium was completed recently, as entitlement synchronization can occasionally take time to propagate across all services.

Since Copilot works in Word and Excel but fails in both Outlook for Mac and Outlook on the web, this may indicate that the Outlook Copilot entitlement has not been fully provisioned on the service side for the account yet.

Could you also confirm:

• Whether the Microsoft 365 Premium subscription is shown as Active at https://account.microsoft.com/services?
• Whether the affected Outlook.com address is the same Microsoft account that owns the Premium subscription?
• Whether the issue persists when using Outlook on the web in an InPrivate/Incognito browser session?

While my initial response may not fully resolve the issue, I truly appreciate your cooperation as we work together toward identifying the most effective solution. Thank you so much for your understanding.     

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.