Outlook template missing

Question

How come my template option at of sudden is missing on my outlook email? what can I do to add it back?

Answer 1

Hi @Karen Ramirez, 

Thank you for reaching out and sharing your experience regarding Outlook template.  

I have carefully reviewed the information you provided and conducted an investigation. The findings indicate that there is an ongoing service incident affecting multiple tenants, which aligns with the behavior you are experiencing. 

The backend team has identified the root cause and is actively working on a resolution. A public update will be shared as soon as additional information becomes available. 

Additionally, this incident can be reported through the Microsoft 365 admin center by your organization's IT Admin. Submitting a report helps the backend teams track the issue more effectively and prioritize it for the impacted organization. 

At this stage, no action is required on your part. Once systems are fully restored, Outlook should begin functioning normally again without the need to make changes to your settings or devices. That said, I kindly hope you can remain patient a little longer while the engineering teams continue working hard to fully restore the best possible experience for all users.   

You can find it under issue ID MO1243496 by searching for it in the Microsoft 365 Admin Center.  

Also, as many members of the community may not yet be aware of this incident, I hope you find this information helpful. Sharing or highlighting this response can help bring greater visibility to the issue, making it easier for others who are experiencing similar challenges to find relevant information and support. 

Should any additional concerns arise regarding this specific issue, please do not hesitate to reach out.   

Thank you for being an integral part of the Microsoft family. Your concerns and business are highly valued.   

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Answer 2

The missing Templates option is a known Outlook issue related to the My Templates add-in.

When composing an email in classic Outlook, the View Templates / My Templates button can disappear from the ribbon and from All Apps. Attempts to re-add it may show “Something went wrong,” and it may not appear under All apps > Add apps. This is tracked as service incident EX1238375 and has been caused by recent authentication changes for the My Templates add-in.

For end users, this is a service-side problem; the fix is being handled by Microsoft and rolls out automatically. If the option suddenly disappeared, wait for the service remediation to complete and then restart Outlook to see if it returns.

If acting as a tenant administrator and the button is still missing after service recovery, the add-in can be checked and re-enabled in Exchange Online PowerShell:

1. Connect to Exchange Online PowerShell. See Connect to Exchange Online PowerShell.
2. (Optional for logging) Start a transcript:

      Start-Transcript -Path "C:\mytemplates\MySession.txt" -Append
   

3. Check the My Templates add-in status:

      get-app -Identity a216ceed-7791-4635-a752-5a4ac0a5eb93
   

4. Enable it for the organization if needed:

      Set-App -Identity a216ceed-7791-4635-a752-5a4ac0a5eb93 -OrganizationApp -Enabled $true
   

5. Run get-app again to confirm it is enabled, then have users restart Outlook and test composing a new email.

If the problem persists after these steps and after the service incident is reported as resolved, open a support case so Microsoft can collect traces (such as a HAR/performance trace) and check tenant-specific issues.

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References:

• My Templates are missing from Outlook