CoPilot not showing on secondary Work Account

Dominique Gire 0

Hi,

I have CoPilot for Microsoft 365.

CoPilot account icon appears on my primary account but does not show up on another Microsoft Work or personal account.

The documentation says that CoPilot supports Microsoft accounts and hotmail.

What is wrong?

Thanks

ChristyZhang-MSFT 23,991 Reputation points Microsoft Vendor

2024-11-12T08:29:41.25+00:00

Hi @Dominique Gire ,

Just checking in to see if above information was helpful. If it is useful, would you mind marking the helpful post as an answer? Which would benefit others who also has similar issues in forum.

1 answer

ChristyZhang-MSFT 23,991 Reputation points Microsoft Vendor

2024-11-11T02:57:15.53+00:00

Hi @Dominique Gire ,

Welcome to our forum!

Do you mean that CoPilot button is lost in Outlook for Windows desktop client?

If so, please follow the steps mentioned in this official article to troubleshooting:

How to find and enable missing Copilot button in Microsoft 365 apps

Hope to help you!

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Dominique Gire 0 Reputation points

2024-11-12T14:37:40.3866667+00:00

Hi, thank you for your answer but it is not the issue: the issue is that CoPilot icon appears only for one outlook account in messages. If you choose another Microsoft account, it does not show up.

ChristyZhang-MSFT 23,991 Reputation points Microsoft Vendor

2024-11-13T08:01:23.34+00:00

Hi @Dominique Gire ,

Thanks for your reply!

As i know:

Copilot in Outlook only supports work or school accounts, and Microsoft accounts using outlook.com, hotmail.com, live.com, and msn.com email addresses at this time. Any Microsoft account using an account from a third-party email provider, such as a Gmail, Yahoo, or iCloud, can still use Outlook, but won't have access to the Copilot features in Outlook.

I'm afraid that the account is not included in the supported accounts.

Dominique Gire 0 Reputation points

2024-11-13T08:20:41.97+00:00

Hi, thank you for your answer.

I have 2 Microsoft accounts: it works on one and not on the other: both are Microsoft 365 accounts.

ChristyZhang-MSFT 23,991 Reputation points Microsoft Vendor

2024-11-13T08:41:45.5666667+00:00

Hi @Dominique Gire ,

Thanks for your reply!

In order to further confirm the issue, please ry to create a new profile(Control Panel>Mail>Show Profiles>add) and add the account for testing to check if there are some differences.

If the issue persists, you can refer to this and click Start to troubleshooting:
How to find and enable missing Copilot button in Microsoft 365 apps

Dominique Gire 0 Reputation points

2024-11-14T08:07:29.06+00:00

Hi @ChristyZhang-MSFT ,

I have checked in the profiles and the emails account are properly configured: they are both Microsoft Exchange accounts. One is working fine with CoPilot and the other not.

ChristyZhang-MSFT 23,991 Reputation points Microsoft Vendor

2024-11-19T08:19:39.59+00:00

Hi @Dominique Gire ,

Thanks for your reply!

Did you try to create a new profile(Control Panel>Mail>Show Profiles>add) and add the account to check if there are some differences?
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