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Repair Windows errors before they cause bigger problemsFix Now →Fix the driver behind crashes, sound loss and screen glitchesFind Drivers →First identify whether the problem is an inaccurate answer or Copilot failing to load, respond, or show content—and whether you’re using personal Copilot or a work or school account. For wrong answers, check the response’s citations and verify important claims. For loading or content problems, confirm the account, restart the app or refresh the page, then use Microsoft’s relevant troubleshooter if needed.
First, identify which Copilot you’re using
Personal Copilot and Microsoft 365 Copilot Chat for work or school use separate accounts and can draw on different information. A personal account may use personal content and the web. Work or school Copilot Chat may use organizational files, email, and meetings when Work IQ is on; with Work IQ off, it uses web information and model training data rather than Microsoft 365 organizational data. Check that you’re signed into the account and experience you intend to use. Microsoft’s Copilot Chat overview explains the distinction.
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If Copilot gives an inaccurate or incomplete answer
Check the claim, not just the overall response
Copilot can make mistakes, and its answers may be incomplete. Review any citations attached to the response and open the original sources to check the specific claim. Verify consequential information independently before acting on it. Microsoft’s Privacy FAQ for Microsoft Copilot advises users to review citations and double-check facts.
Clarify what you asked
A response that seems wrong may reflect an ambiguous question or missing context. Follow up with the timeframe, intended audience, or details Copilot should consider. You can also ask it to provide evidence, use a different format, or explain the answer in more depth. The Copilot Chat introduction describes using follow-up prompts to narrow a time period, change format, or go deeper.
Send feedback about the response
For work or school Copilot Chat, use the thumbs-up or thumbs-down controls on the response. For personal Copilot, Microsoft describes feedback options in Settings, the response flag, and the mobile app’s Report option in its privacy FAQ. Feedback reports your experience; it does not guarantee that the answer will be corrected immediately.
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If Copilot won’t respond, hangs, or shows missing content
- Confirm the account and sign-in method. In personal Copilot, use the same Microsoft, Apple, or Google sign-in you used before. For work or school use, select the organizational account; it is separate from personal Copilot. See Microsoft’s content troubleshooting guidance and Copilot Chat overview.
- Restart or refresh. Close and reopen the Copilot app, or refresh the web page. If content is migrating or syncing, allow time for that process and try again. Microsoft includes these steps in its updated Copilot app troubleshooting guidance.
- Run the connectivity troubleshooter. Open Microsoft Get Help and use the Copilot connectivity troubleshooter. Microsoft says it checks firewall rules and other possible blockers.
- Run the license troubleshooter if Copilot is missing from a Microsoft 365 app. If you believe your account has the required license but the Copilot icon is absent, use the Copilot license troubleshooter.
- For work or school, account for service capacity. Standard access to Copilot Chat capabilities can vary with demand; during high-demand periods, access may be temporarily restricted. Licensed users receive priority access to certain capabilities, subject to service availability. This behavior does not necessarily indicate a problem with your device. See Microsoft’s explanation of standard and priority access.
- Report an unresolved problem. Report it through the Copilot app and include when it began, your device and operating system, and a screenshot. For a persistent work or school account or organizational access issue, contact your administrator. Microsoft’s content troubleshooting guidance covers reporting, and its work or school account support page explains how to get help.
Choose the next step based on the symptom
- Answer is questionable: inspect its citations, verify the claim, then clarify the prompt or submit feedback.
- App or page is stuck, or content is missing: verify the account, restart or refresh, and allow time for migration or sync.
- Connection error: run Microsoft’s Copilot connectivity troubleshooter.
- Missing Copilot icon in a Microsoft 365 app: run the license troubleshooter if you expect the account to be licensed.
- Work or school access remains unavailable: consider capacity-related restrictions and ask your administrator to investigate persistent organizational access issues.
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