Copilot unavailable for other Outlook accounts and Defender won’t activate after Windows repair

Hello,

I am posting here because Microsoft Chat Support directed me to the Tech Community after previously escalated support cases failed to resolve two issues with my Microsoft 365 subscription:

1. Copilot works with my Microsoft account in New Outlook, but is unavailable when using other accounts within the same application.
2. The Microsoft Defender app will not activate on my computer.

To be clear, Copilot is not completely unavailable: it works with my Microsoft account. The unresolved issue concerns its availability for the other accounts added to New Outlook.

Troubleshooting and support history

I have already worked with Microsoft Support, including the Escalation Team. At their direction, I completed a repair installation of Windows 11. Both issues remain unchanged.

In my latest chat, the support representative reviewed the case history and explicitly confirmed that all applicable troubleshooting steps had already been performed, including the Windows repair installation.

Despite this, I was repeatedly directed to this forum. My requests to reconnect with the Escalation Team or continue the existing investigation were not accommodated.

What I need clarified and investigated

I suspect there may be an account-side subscription or entitlement issue, but this has not been confirmed. I need someone to establish the actual cause rather than repeat troubleshooting that has already failed.

Specifically:

• Is Copilot supposed to be available for the additional accounts in New Outlook under my subscription? If there are restrictions, please identify exactly which subscription requirements or account limitations apply.
• Why will the Microsoft Defender app not activate, and can Microsoft verify whether the relevant subscription entitlement is correctly associated with my account?
• If an account-side investigation is required, how can my existing case be returned to the appropriate Microsoft support team?

If these two symptoms have separate causes, please address them separately.

I understand that community contributors cannot access my private account or internal support records. If the investigation requires that access, I need a clear route to a Microsoft team that can take ownership. I can provide my existing case reference through an appropriate private support channel.

After completing an operating system repair at Microsoft’s request, I am understandably frustrated to be redirected to a public forum without a resolution or a clear escalation path. I am paying for this subscription and expect a concrete explanation of what should work, what is failing, and how it will be resolved.

Please help me move this investigation forward without restarting the same troubleshooting cycle.

Thank you,

Christer F