Copilot License Issues

Fix Missing Microsoft Designer AI Credits After Starting a Trial

Maira Mehtab Sep 27, 2026 869 views

Question details

The user is unable to find their allocated Microsoft Designer AI credits after initiating a Microsoft 365 Personal trial or subscribing to Copilot Pro.

How to Fix Missing Microsoft Designer AI Credits After Starting a Trial

Product: Microsoft Designer
Device & OS: not provided
Scenario: Attempting to use Microsoft Designer's AI generation features immediately after upgrading to a new Microsoft 365 or Copilot Pro subscription.
Observed behavior: The expected AI credits do not appear in the account balance despite the trial or subscription being active.

Before you start

Make sure you have your Microsoft account credentials ready and confirm that your trial or subscription activation email has been received.

Solution 1Recommended

Verify Subscription Account and Use InPrivate Browsing

Ensure you are signed in with the correct account linked to your subscription and use a private browsing window to bypass any stored cache that might be showing outdated account statuses.

Often, browsers cache your older, non-premium account state. Forcing a fresh login via an InPrivate or Incognito window ensures the Microsoft Designer web app retrieves your latest subscription license and correctly reflects your updated AI credit balance.

Check Your Subscription Status

Navigate to https://account.microsoft.com/services in your browser and sign in. Verify that your Microsoft 365 Personal trial or Copilot Pro subscription is listed as active.

Open an InPrivate Browser Window

Launch your web browser and open a private browsing session (e.g., press Ctrl+Shift+N for Incognito in Chrome, or Ctrl+Shift+N for InPrivate in Edge).

Sign Into Microsoft Designer

In the private window, go to https://designer.microsoft.com/ and sign in. Make absolutely sure you are using the exact Microsoft account associated with your active subscription.

Verify AI Credits

Once signed in, check your account profile or the generation interface to see if your AI credits (or boosts) are now properly appearing.

Verify Subscription Account and Use InPrivate Browsing

Account Synchronization: If the credits appear in the private window, clearing your main browser's cookies and cache will permanently resolve the issue for normal browsing sessions.

Solution 2

Contact Microsoft Support for License Troubleshooting

If verifying your account and clearing your cache does not restore your credits, you will need to escalate the issue to Microsoft Support to manually resolve the licensing bug.

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Frequently Asked Questions

Why are my AI credits in Microsoft Designer showing as zero after upgrading?

It may take some time for your subscription license to sync across Microsoft's servers. Ensure you are signed in with the specific Microsoft account tied to your subscription, or try accessing the Designer web app in an InPrivate or Incognito browsing window to bypass cached data.

What information should I provide when contacting support for missing AI credits?

To expedite your support request, provide your subscription type (e.g., Copilot Pro or Microsoft 365 Personal), the exact activation date, the Microsoft Designer version, a brief description of how to reproduce the issue, and screenshots of your missing credits.

Are Microsoft Designer AI credits included in a Copilot Pro subscription?

Yes, subscribing to Copilot Pro grants you additional AI boosts for image generation and design creation in Microsoft Designer, allowing you to generate content faster. If they do not appear, your account may require re-authentication.

Microsoft Copilot Issues