Copilot License Issues

Fix Microsoft 365 Copilot Working on One Computer But Not Another

Maira Mehtab Sep 22, 2026 869 views

Question details

The user is trying to determine why Microsoft 365 Copilot functions correctly on a laptop but is completely missing or inactive on a desktop computer, despite both devices running updated Office builds and using the same enterprise account.

Product: Microsoft 365
Device & OS: not provided
Scenario: Accessing Microsoft 365 Copilot features across multiple desktop devices using a single Microsoft 365 Enterprise E3 account.
Observed behavior: Copilot is visible and working on the laptop but missing on the desktop. The user expects uniform availability across both devices since they share the same account credentials and Office updates.

Before you start

Verify that both computers are connected to the internet and confirm that you are signed in using the exact same primary enterprise email address on both devices.

Solution 1Recommended

Verify Your Copilot Add-on License Assignment

Use this solution to confirm whether your account actually has the required Copilot add-on, as a standard E3 license does not include it by default.

A standard Microsoft 365 Enterprise E3 license does not natively include the Microsoft 365 Copilot add-on for desktop applications. Discrepancies between devices often stem from a cached account state, web-based Copilot usage (like in Microsoft Edge), or a trial feature preview rather than a full desktop license.

Access your account portal

Open a web browser and navigate to the Microsoft My Account portal (myaccount.microsoft.com) or your Microsoft 365 admin center.

Navigate to subscriptions

Click on 'View account' from your profile picture, then select the 'Subscriptions' tab from the left-hand menu.

Check for the Copilot add-on

Review the list of assigned licenses. Look specifically for 'Microsoft 365 Copilot' listed alongside your 'Microsoft 365 E3' license. If it is missing, contact your organization's IT administrator to purchase and assign the add-on.

Why it might show on one device: If you do not have the add-on but Copilot is visible on one device, it may be due to using Copilot via Microsoft Edge on that device or a leftover cached state from a prior license configuration.

Solution 2

Refresh Account Credentials in Office Apps

Refresh your Office desktop application credentials to ensure it is syncing the most up-to-date license information from Microsoft servers.

Solution 3

Ensure Files are Stored in OneDrive or SharePoint

Copilot for Excel specifically requires files to be stored in the cloud. If you are working on local files on the desktop, Copilot will not function.

Free Microsoft Office alternative

Try WPS Office AI as a Powerful Alternative

If your current Microsoft 365 E3 plan does not include the Copilot add-on and you do not want to pay extra licensing fees, consider switching to WPS Office. WPS Office is a comprehensive suite that offers built-in AI capabilities to write, summarize, and analyze documents, serving as an excellent free alternative.

1. Download the software: Visit the official WPS website to download and install WPS Office Free on your computer.
2. Open your files: Launch WPS Office and directly open your existing .docx, .xlsx, or .pptx files seamlessly.
3. Activate WPS AI: Click on the WPS AI icon in the toolbar to instantly generate content, extract insights from data, or summarize long PDFs.

Fully compatible with Microsoft Word, Excel, and PowerPoint file formats.Built-in AI assistant for document generation, text summarization, and data insights.Free and lightweight alternative to heavy enterprise Office applications.Familiar user interface requiring zero learning curve during migration.

microsoft office alternative - wps office

Frequently Asked Questions

Does a Microsoft 365 E3 license include Copilot automatically?

No, the standard Microsoft 365 Enterprise E3 license does not include the Microsoft 365 Copilot add-on for desktop apps. To use Copilot in apps like Word or Excel, your organization must purchase and assign a separate Copilot add-on license to your account.

Why can I use Copilot in Microsoft Edge but not in desktop Office apps?

Copilot in Microsoft Edge (formerly Bing Chat Enterprise) is provided free of charge with commercial data protection for many Microsoft 365 enterprise accounts. However, embedding Copilot directly into the desktop Office applications requires the paid Copilot add-on license.

Can I use Copilot for Excel with files containing macros?

Copilot for Excel currently requires workbooks to be stored in OneDrive or SharePoint with AutoSave enabled. If your macro-enabled files are required to be saved locally on your desktop for security or functionality reasons, Copilot will not be available for those files.

Microsoft Copilot Issues