Microsoft says Outlook Classic builds 20026.20182 and later can lose Copilot Chat and Copilot entry points for users with either Basic or paid Microsoft 365 Copilot licenses. A support page updated August 5 says the Outlook team is investigating; affected users can still use Copilot through new Outlook, Outlook on the web or the standalone Microsoft 365 Copilot app.
Microsoft says a regression in classic Outlook for Windows can remove Copilot Chat and other Copilot entry points after the application updates to build 20026.20182 or later. The company's support page, last updated August 5, lists both Copilot Chat Basic and paid Microsoft 365 Copilot accounts as affected.
Windows Latest reported the issue on August 15 after retrieving that support record. The problem is specific to Outlook Classic: Microsoft says Copilot remains available through new Outlook, Outlook on the web and the standalone Microsoft 365 Copilot app or web experience.
What users may see
The documented symptoms include a missing Copilot button above the ribbon, a missing icon in the left app bar, an app entry that does nothing when opened and a ribbon command that appears unavailable or grayed out. Those symptoms make the incident look like a licensing or policy change, but Microsoft's status remains investigating and its technical note describes a software failure.
Microsoft's current analysis says Outlook cannot locate the MAPI property PR_PROFILE_USER_SMTP_EMAIL_ADDRESS_W in the null profile section in affected environments. The company says this prevents the Outlook Copilot component from persisting Copilot-related settings, which can stop the navigation entry point from appearing.
Workarounds while Microsoft investigates
Microsoft recommends using new Outlook or Outlook Web Access until the issue is resolved. Its support record also says several conventional recovery steps have not restored the button consistently, including creating a new Outlook profile, clearing cache and local configuration data, signing back into Office, and restarting Outlook or Windows.
For administrators, the useful distinction is between entitlement and client state. The disappearance affects both listed license tiers and Microsoft has not described it as a product retirement. Before changing licenses or tenant policy, teams can verify the installed Outlook build, document the missing entry points and direct users to the supported web or standalone alternatives. The available evidence does not establish how many users are affected or a fix date. Microsoft should be treated as the authority for status changes; the support page was still marked investigating when retrieved for this report.
Key Points #
- 1Outlook Classic build 20026.20182 and later can lose Copilot Chat and other Copilot entry points.
- 2Microsoft lists both Copilot Chat Basic and paid Microsoft 365 Copilot accounts as affected and is still investigating.
- 3New Outlook, Outlook on the web and the standalone Microsoft 365 Copilot app remain available as workarounds.
Scoring Rationale #
A current Microsoft 365 product regression can disrupt paid and basic Copilot access in Outlook Classic, but Microsoft has not quantified affected users and supported alternative entry points remain available.
Sources #
Primary source and supporting public references used for this report.
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