My Templates have simply disappeared from my outlook entirely

Question

My Templates app has disappeared from my Outlook completely and is not even in the apps list to add. At first notice of it disappearing it was in the apps list to add but would say something went wrong when i went to download it.

This has happened before last year and mysteriously appeared later that week.

Is there anything I can do about this or is there a replacement app now?

Answer 1

Hi Shawn White

Your observation is correct; this behavior is still under investigating by Microsoft team.

After researching, this behavior is reported as an active service incident under the reference code EX1238375.

This specific service behavior currently affects users attempting to access the "My Templates" and "Viva Insights" add-ins across multiple platforms, including the Outlook desktop application, Outlook mobile, and Outlook on the web.

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

Please reach out to your IT Admin and ask them to submit a support ticket through the Microsoft 365 Admin Center.

Since this is a temporary incident, there is no replacement app. However, in the meantime, you can use Signatures as a temporary workaround, I know it's not the same, but it does have the similar function to My Template.

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

This behavior matches a known service-side issue with the My Templates add-in in Outlook rather than something that can be fixed reliably on the client.

Current status and what it means

• Microsoft is investigating this as a service incident (EX1238375 / MO1243496).
• Symptoms include:
  • The View Templates button missing from the ribbon in classic Outlook.
  • My Templates missing from All Apps / Add Apps.
  • "Something went wrong" errors when trying to add the add-in back.
  • Other add-ins like Viva Insights or Salesforce may also be missing.
• The root cause is a recent service change to authentication for add-ins in Exchange Online, which blocked deployment and user authentication for affected add-ins, including My Templates.
• Microsoft has already reverted or is rolling out a fix; telemetry shows errors dropping as the fix deploys. In previous occurrences, access started working again once the backend change was fully rolled out, which matches the “mysteriously appeared later that week” experience.

What can be done now

1. Check with the Microsoft 365 admin:
   • Ask the tenant admin to review the Microsoft 365 Service Health Dashboard for incidents EX1238375 or MO1243496 related to Outlook add-ins/My Templates.
   • If needed, the admin can open a support ticket so Microsoft can confirm tenant impact and status.
2. (Admin-only) Confirm the add-in is enabled in Exchange Online:
   • Connect to Exchange Online PowerShell: see Connect to Exchange Online PowerShell.
   • Run:

          Start-Transcript -Path "C:\mytemplates\MySession.txt" -Append
          get-app -Identity a216ceed-7791-4635-a752-5a4ac0a5eb93
     

     This checks the My Templates add-in status.
   • If it shows as disabled, enable it:

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

   • Provide the transcript to Microsoft Support if they request it.
3. If Microsoft Support asks for more data:
   • They may request a HAR/performance trace from new Outlook to capture the failure when searching for or opening My Templates. Guidance: Collect a Performance Trace in new Outlook for Windows.

Replacement app

• There is no documented replacement app for My Templates; the expectation is that the existing My Templates add-in will work again once the service-side fix is fully deployed and the add-in is confirmed enabled for the organization.

Given this is a backend incident, local repairs (reinstalling Office, new profile, etc.) generally do not resolve it; monitoring service health and, if necessary, engaging Microsoft 365 support is the recommended path.

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References:

• My Templates are missing from Outlook
• Template is too large to save or template couldn't be saved error in the My Templates app in Outlook Web App
• Retrieve a hidden Office Add-in