My template icon missing

Question

Hello,

I'm unable to see 'My templates' icon on my ribbon, I also tried File > Options > Add-ins and cannot locate it.

Answer 1

Hi Dunlop, Raquel

The Email Templates / My Templates feature in classic Outlook for Windows is delivered through an Outlook add‑in. When the icon suddenly disappears from the ribbon, it is typically not caused by a local configuration change.

Based on current information, this behavior aligns with an active Microsoft service incident (EX1238375). This incident affects access to organizational add‑ins such as My Templates and Viva Insights across multiple platforms, including classic Outlook for Windows. The issue is tenant‑level and server‑side, meaning it cannot be restored manually by individual users.

As a first step, I recommend reviewing the AI‑generated response shown in the thread, as it closely reflects the current understanding of this service behavior.

• Please refer to the following article: My Templates are missing from Outlook

Next, please contact your organization’s IT administrator and ask them to submit a support request through the Microsoft 365 Admin Center. You can refer to the following resource: Get support - Microsoft 365 admin | Microsoft Learn. When opening the case, it may be helpful to disable the AI Support Assistant to ensure the request is reviewed directly by a support engineer.

As a temporary workaround, you may consider using Outlook Signatures for frequently reused content. While this does not fully replace the functionality of My Templates, it can help reduce disruption while the issue remains under investigation. For guidance, please refer to the following Microsoft article: How to add and change an email signature in Outlook - Microsoft Support

Thank you so much for your understanding and patience while this behavior is addressed. I will keep an eye on this incident and let you know if there are any major updates.

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Answer 2

The missing “My Templates” icon in classic Outlook is a known service issue with the My Templates add-in.

Current information:

• When composing an email in classic Outlook, the View Templates button under My Templates can be missing from the ribbon.
• My Templates is also missing under All Apps on the ribbon.
• Attempts to add it back can show a “Something went wrong” error, and some users cannot find it under All apps > Add Apps.
• This is being tracked as a service incident (EX1238375 / MO1243496) affecting the My Templates add-in (and sometimes other add-ins like Viva Insights and Salesforce).
• Root cause is a recent service change to authentication for add-ins in Exchange Online; Microsoft has reverted the change and is deploying a fix.

What to do:

1. This is not a local configuration problem in Outlook; it is a service-side issue in Exchange Online affecting add-ins.
2. If an administrator is available, they can monitor the incident in the Microsoft 365 admin center under the IDs EX1238375 or MO1243496 for status and resolution progress.
3. If the problem persists after Microsoft reports the incident as resolved, the tenant admin can verify the add-in status via Exchange Online PowerShell (only if requested by Microsoft Support):
   • Connect to Exchange Online PowerShell. See Connect to Exchange Online PowerShell.
   • Check the add-in:

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

   • If needed, enable it for the organization:

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

If the icon is still missing after the incident is marked fully resolved and the add-in is confirmed enabled, open a support case so Microsoft Support can collect additional diagnostics (such as a HAR/performance trace) as described in the article.

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References:

• My Templates are missing from Outlook