Start by identifying whether Copilot is missing, fails when you select Generate, or cannot revise selected text. Then check your Outlook app and message format: in New Outlook and Outlook on the web, Draft with Copilot does not work for plain-text messages, so switch the format to HTML. If that does not fit your symptom, verify the account, access, privacy settings, and mailbox before troubleshooting an error.
First identify what is failing
The fix depends on whether the Copilot control is absent, generation fails, or editing a message fails. Note which Outlook app you use: New Outlook, Outlook on the web, classic Outlook for Windows, Outlook for Mac, or Outlook mobile. Microsoft’s instructions and available controls vary by platform.
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- Copilot or Draft is missing: check the signed-in account, Copilot access, Connected Experiences, and—in classic Outlook—the current known-issues status.
- Generate starts but returns an error: write down the exact message and check whether it matches the documented classic Outlook issue below.
- Drafting works but editing does not: select the text you want to change, open the Copilot button, and choose an available action or enter a request. Microsoft’s drafting guidance describes this selection-based editing flow.
For New Outlook or Outlook on the web, check the message format
Draft with Copilot in New Outlook and Outlook on the web does not support messages composed in plain-text format. Change the compose format to HTML, then retry. This limitation is documented for those two apps; do not assume it explains a problem in classic Outlook, Outlook for Mac, or Outlook mobile.
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- In Outlook, open Settings > Mail > Compose and reply.
- Find the message format dropdown and select HTML.
- Retry Copilot in a new message. If the failed message was already open, check its format as well.
See Microsoft’s platform-specific drafting instructions for the supported workflow.
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Confirm the account and mailbox are eligible
Check which account is signed in to Outlook and whether it is personal or work or school. A Copilot license error can mean the signed-in account does not have access. For work or school content, use the organization account if the organization provides Copilot. If you cannot access Copilot, Microsoft advises contacting your IT administrator.
There are also mailbox compatibility limits in Microsoft’s classic Outlook guidance. Its tutorial describes supported account and Exchange Online mailbox requirements and says archive, group, shared, and delegate mailboxes are not supported in that classic Outlook scenario. Treat that as a classic Outlook compatibility check, not a universal account matrix for every Outlook app. Ask your administrator to confirm your organization’s entitlement and mailbox setup.
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Sources: Microsoft’s Copilot license-error guidance; Microsoft’s classic Outlook tutorial.
Make sure Connected Experiences are on
Copilot access in Outlook depends on Connected Experiences not being turned off in Outlook’s privacy settings. If your organization allows it, enable the setting, restart Outlook, and check for the controls again. In classic Outlook, Microsoft’s tutorial gives this path: File > Options > Trust Center > Trust Center Settings > Privacy Settings. Labels can vary by build, so use the corresponding privacy settings in your version.
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See Microsoft’s Connected Experiences guidance.
If classic Outlook returns “Sorry, something went wrong”
Microsoft documented a specific issue in classic Outlook for Microsoft 365 beginning with update version 2605: generating a new email could return “Sorry, something went wrong. Copilot is working on it.” Microsoft says a service change fixed that issue on May 27, 2026. The recommended action is to restart Outlook.
If you had reverted Outlook as a workaround, Microsoft says to re-enable updates through File > Office Account > Update Options > Enable Updates. Do not roll back as a general fix for unrelated errors; for a different message or app, record the exact version and error and consult current support or your administrator. See Microsoft’s issue entry.
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- WITH AI BUILT IN — With a dedicated AI chip (Qualcomm Snapdragon X2 Elite), this Copilot+ PC[5] on Windows 11 helps you work smarter and faster. Prompt, create, and automate with ease - ready for even your most demanding tasks.
- A 15" TOUCHSCREEN YOU'LL ACTUALLY USE — Sharp colors, real detail, smooth 120Hz scrolling on the PixelSense touchscreen[1] with LCD display[2]. Tap, scroll, or pinch to zoom - whichever feels right for streaming, editing photos, or daily work.
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- Two USB-C / USB4[4] ports and a microSD card reader for fast charging, big file transfers, or hooking up to three 4K monitors when you want a full desktop. Wi-Fi 7 keeps you online and fast wherever you are.
If the Copilot buttons are missing in classic Outlook
Microsoft’s known-issues page dated October 2026 lists “Copilot buttons are missing in classic Outlook for Windows” as under investigation. Check the live known-issues page for status. That entry may not explain every missing-button case; have your administrator check applicable updates, licensing, and organization policy.
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If the steps above do not resolve the problem, give your administrator or Microsoft support enough information to identify the relevant branch:
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- Brilliant Display – Stunning 13.8" PixelSense touchscreen[1], with brilliant LCD display[2], unleashes luminous whites, deeper blacks and colors so richly saturated bringing vivid life into every frame – perfect for work, school, streaming and creative tasks.
- Power that lasts all day – With 20 hours of battery life[3], the new Surface Laptop powers through your entire day, so you can create, work and stream from morning to night without reaching for a charger.
- Work at the speed of your ideas – Built with the latest Qualcomm Snapdragon X2 Elite (12 Core) processors, Surface Laptop delivers fast, AI‑accelerated performance—making it the most powerful Surface laptop for everything from multitasking to demanding workloads.
- The ports you need – Charge on-the-go, transfer data fast, or create the ultimate desktop set up with two USB-C / USB4[4] ports.
- Built-in AI Companion – Work smarter, create freely, and communicate with confidence—Copilot[5] on Windows 11 is always there to help.
- Outlook app and platform, such as New Outlook, web, classic Windows, Mac, iOS, or Android.
- Outlook version or build and update channel, if available.
- Whether Copilot is absent, disabled, or fails after you select Generate.
- The exact error text and when it appears.
- Account type and mailbox arrangement, including whether it is Exchange Online, shared, delegate, group, or archive.
- Whether Connected Experiences is enabled.
- Whether the issue involves a plain-text message in New Outlook or Outlook on the web.
Microsoft specifically directs users who cannot access Copilot in Outlook to check with their IT administrator.
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