Outlook 앱 사용 시 Copilot 기능 사용 불가

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

Hi soojoung ko,

I can understand how confusing this is, especially when Copilot works correctly in Outlook on the web, Word, and Excel, but is missing from the Outlook desktop and mobile apps. Since you have already repaired, reset, and reinstalled Outlook, this may be related to the account or subscription not being recognized consistently across the Outlook clients rather than a basic installation issue.

To help narrow this down, could you please confirm the following?

• Is the exact same Outlook.com account used to purchase Microsoft 365 Personal signed in to New Outlook, Classic Outlook, and Outlook Mobile?
• On the Microsoft account https://account.microsoft.com/services, does Microsoft 365 Personal show as active under that same account?
• In Outlook Mobile, are any other personal, work, or school accounts added alongside the subscribed Outlook.com account?
• In Classic Outlook, if you hover over or select the disabled Copilot button, does Outlook display any message or tooltip?
• Which language and region are currently set for the Microsoft account and Outlook apps?

In the meantime, please try these steps:

Update Outlook and the Microsoft 365 apps to the latest available versions. In Classic Outlook, go to File > Office Account > Update Options > Update Now. Also update New Outlook and Outlook Mobile through the relevant app store.

In New Outlook, select the profile picture, sign out of all accounts, restart Outlook, and then sign in first with only the Outlook.com account associated with Microsoft 365 Personal.

In Classic Outlook, go to File > Office Account and confirm that both User Information and Product Information show the subscribed Microsoft account. If another account is listed, sign out of it, restart Outlook, and sign back in with the subscribed account.

Check that connected experiences are enabled in the Microsoft 365 privacy settings. In an Office app, go to File > Account > Account Privacy > Manage Settings, then make sure the options for connected experiences are enabled.

On Outlook Mobile, remove the Outlook.com account from the app, restart the device, add the account again, and then check both the message composition screen and the app settings for Copilot.

If possible, temporarily remove any additional accounts from Outlook Mobile and New Outlook. This will help determine whether Outlook is selecting a different account as the primary identity for Copilot.

Please note that feature availability can vary by platform, device, language, and account, so some Copilot experiences may not appear identically in Outlook Web, desktop, and mobile. Microsoft also notes that AI features for Microsoft 365 Personal are available only to the subscription owner and cannot be shared with other members. You can review the current information here: Copilot for Microsoft 365 individuals.

If all clients are using the same subscription owner account and the issue continues, account-level entitlement or provisioning cannot be verified through this user-to-user forum. In that case, please contact Microsoft Support and ask the support agent to check whether the Microsoft 365 Personal Copilot entitlement is being recognized correctly by the Outlook desktop and mobile clients. Thank you so much for your understanding.   

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