Forum Discussion
Copilot Premium License Not Being Recognized in Copilot Standalone App
I'm experiencing an issue where the standalone Copilot app is not recognizing my Copilot Premium license.
I've already worked with Microsoft Support to troubleshoot the problem. During the session, we reset Copilot, confirmed that my web-based Copilot experience is correctly showing and using the Premium version, all other office 365 apps is using the Premium version as well, and performed several other troubleshooting steps. I've also uninstalled and reinstalled Microsoft 365 multiple times.
Although the issue remains unresolved, the support representative was extremely helpful and assisted in thoroughly troubleshooting and isolating the problem. Based on our testing, it appears the issue is specific to the standalone Copilot app, as my Premium subscription functions correctly in the web version.
Has anyone experienced this issue before, or can someone help identify a solution? Any assistance would be greatly appreciated.
Thank you.
2 Replies
So I've been beating my head on the table for the past week as well - I bought a new Surface Pro and even with a clean install of everything, the app not only shows "Personal" (while Copilot-web correctly shows "Premium"), the biggest issue is not being able to sync my tasks/chats to the app. I've followed all the requisite steps you stated above, with no luck. Hoping this is resolved soon!
Your Premium subscription works on the web and in Office, while the standalone app remains unlicensed after reset and repeated reinstalls. That narrows the investigation to the app experience; it does not show that you need another subscription. First record the exact installed app name and version, since Microsoft has changed Copilot branding and app experiences. Compare the account shown in the working web session with the app profile, including whether each session is Personal or Work. Sign out of the affected app and sign back in using the subscription-owning personal account. Check for an app update, then retest the same Premium capability in both places rather than relying only on the label. Since Microsoft Support already reproduced the difference, update that existing case with screenshots and version details. Continue using the working web experience while support investigates; another Office reinstall is unlikely to isolate this further.
