Forum Discussion
Co-Pilot in Outlook
Hello Microsoft Support,
I have an active Microsoft 365 subscription with Copilot. Copilot is working successfully in Word and PowerPoint on my Mac using the same Microsoft account.
However, in Outlook for Mac (version 16.110.2), Copilot displays the message:
"Copilot is not supported for the account <email address>"
My BTInternet email account is configured in Outlook as an IMAP account. This is also the email address associated with the Microsoft account I use to sign in to Microsoft 365.
I have verified that Word and Outlook show the same signed-in Microsoft account.
I reviewed Microsoft documentation indicating that Copilot access in Outlook can be be shared across connected email accounts, including certain third-party providers, when using an eligible Copilot subscription. Because of this, I would like clarification on why Copilot is unavailable for my BTInternet account and whether there is a configuration, licensing, or provisioning issue affecting my account.
Could you please investigate and advise on the steps required to enable Copilot in Outlook for this account?
Thank you for your assistance.
Kind regards,
Steve Bowen
1 Reply
The issue is most likely the mailbox type, not the Copilot licence. Signing in to Microsoft 365 with a BTInternet address allows Copilot in Word and PowerPoint, but it does not make that IMAP mailbox a supported Outlook Copilot mailbox.
In Outlook for Mac, Copilot features generally require a supported Microsoft-hosted or Microsoft 365 Exchange mailbox. An IMAP account can send and receive mail in Outlook, but Copilot may not be allowed to access its mailbox data. There is no Outlook setting that can change an IMAP mailbox into an Exchange mailbox.
Check whether Copilot works with an Outlook.com or Microsoft 365 Exchange account in the same Outlook profile. If it does, the BTInternet account itself is the limitation. Microsoft Support can confirm the current support status for that provider, but this is unlikely to be a provisioning fault.
