Sign in with Microsoft
Sign in or create an account.
Select a different account.
You have multiple accounts
Choose the account you want to sign in with.

If you are trying to validate your Copilot license and are receiving the following error:

We encountered a problem validating your Copilot license. Please see for more information.

Here are some things to try to resolve that issue. Select any headline, and it will open to display more information:

Note: This applies specifically to those using Copilot with Microsoft Office on the web.

It might just be as easy as refreshing the page. Select the Refresh icon in your brower and see if your license validates then.

The Refresh icon in Microsoft Edge.

Note: This applies specifically to those using Copilot with Microsoft Office on the web.

You may have third-party cookies blocked in your browser, which currently causes Copilot to be unable to validate your license.

If you choose to enable third-party cookies in order to enable Copilot, here's how to do that:

In Microsoft Edge:

  1. Select Settings and More > Settings > Cookies and site permissions > Manage and delete cookies and site data.

  2. Ensure Block third-party cookies is set to Off.

The "Block third-party cookies" setting in Microsoft Edge

In Google Chrome:

  1. Select Customize and control Google Chrome > Settings > Privacy and security.

  2. Ensure Allow third-party cookies is selected.

In Mozilla Firefox:

  1. Select Open Application Menu (the "hamburger" menu) > Settings > Privacy & Security.

  2. Under Enhanced Tracking Protection, select Custom.

  3. Ensure Cookies is unchecked.

In Safari (on MacOS):

  1. Select Safari > Settings....

  2. Select the Privacy tab. Under Website tracking, ensure Prevent cross-site tracking is unchecked.

  3. Select the Advanced tab. Under Privacy, ensure Allow-privacy-preserving measurement of ad effectiveness and Block all cookies are unchecked.

Note: This applies specifically to those using the Microsoft Office desktop apps.

If you are signed into Office with multiple user accounts, some of them might not be licensed for Copilot. Copilot will only work inside of documents that are associated with user accounts for which you have a Copilot license. Make sure you are logged into Office with an account that is licensed for Copilot, and that the current document is associated with that account. For example, if you are signed in with a work account licensed for Copilot as well a personal account, only documents associated with the work account will have Copilot enabled. For new, unsaved files, or files on your local hard drive, the current primary account shown at the top of the Office window must be licensed for Copilot.

If you still have issues

If you have checked all of these and you are still receiving the error message, contact Support and we'll help you out.

Need more help?

Want more options?

Explore subscription benefits, browse training courses, learn how to secure your device, and more.

Communities help you ask and answer questions, give feedback, and hear from experts with rich knowledge.

Was this information helpful?

What affected your experience?
By pressing submit, your feedback will be used to improve Microsoft products and services. Your IT admin will be able to collect this data. Privacy Statement.

Thank you for your feedback!