My Templates Add-In for Outlook has disappeared

Question

MyTemplates Add-Inn for Outlook has disappeared along with all my saved templates

Answer 1

Hi Tracey Vorderstrasse , Megan

There has been an update regarding this issue. Please take a moment to review the official article here for the latest details and guidance: https://support.microsoft.com/en-us/office/my-templates-are-missing-from-outlook-34967a7a-7a80-4d72-bb45-a43ecdc93678

Best regards,

Answer 2

Hi Tracey Vorderstrasse

Thank you for reaching out to the Microsoft Q&A forum.

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 3

The disappearance of the My Templates add-in in Outlook (including the View Templates button and sometimes the saved templates) is a known service-side issue affecting Outlook for Microsoft 365 across multiple clients, not typically a local configuration problem.

Key points from the current incident:

• The My Templates add-in can be missing from:
  • The ribbon (no View Templates button)
  • All Apps / More Apps → Add Apps search
• Attempts to add it back often show a generic “Something went wrong” error.
• Other add-ins such as Viva Insights, Salesforce, and some default add-ins (Bing Maps, Unsubscribe, Common Actions) may also be missing.
• Engineering has identified this as a backend discovery/authentication regression in Exchange Online, not an Outlook client setting.

What this means for the missing templates:

• The My Templates add-in itself is a default Outlook add-in; its visibility is controlled by Exchange Online and the add-in service.
• Templates created with the My Templates add-in are stored in the mailbox. When the add-in is not discoverable due to this service issue, the templates cannot be accessed, even though they are still stored.
• Once the service-side issue is fully remediated and the add-in is visible again, the templates should become accessible through the add-in as before.

Current status and admin actions:

• The issue is being tracked as incidents (EX1238375, EX1183224, MO1243496) and as an active Office add-ins issue: users are unable to access the My Templates add-in in Exchange Online across all Outlook clients.
• Engineering has:
  • Rolled back a change that switched authentication from EWS to REST for My Templates.
  • Deployed a further fix to remediate stricter authentication enforcement that blocked add-ins.
  • Reported partial progress; telemetry shows a reduction in add-in errors while the fix is being rolled out.
• There is no reliable universal workaround while the service issue is active. Some mitigation steps have had limited or inconsistent success:
  1. A global admin can try re-enabling the add-in organization-wide via Exchange Online PowerShell:

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

     Then verify status:

          Get-App -Identity a216ceed-7791-4635-a752-5a4ac0a5eb93
     

  2. Restart or refresh Outlook; in some tenants this has temporarily made the add-in reappear.
  3. Use Help → Feedback → Report a problem in Outlook and share the diagnostic IDs with support so engineering can correlate logs.

If acting as or with an admin, additional diagnostic steps (only if requested by Microsoft Support) include:

1. Connect to Exchange Online PowerShell as a tenant administrator. See Connect to Exchange Online PowerShell.
2. Capture a transcript while checking the add-in:

      Start-Transcript -Path "C:\mytemplates\MySession.txt" -Append
      Get-App -Identity a216ceed-7791-4635-a752-5a4ac0a5eb93
      Set-App -Identity a216ceed-7791-4635-a752-5a4ac0a5eb93 -OrganizationApp -Enabled $true
      Get-App
   

3. Provide the transcript and any requested traces (for example, HAR/performance trace) to Microsoft Support if a ticket is opened.

Because this is a backend service incident, local repairs (Office repair, new profile, reinstalling Outlook, safe mode, etc.) typically do not resolve it. Resolution depends on the Microsoft 365 service fix completing for the tenant. Monitoring the Microsoft 365 Service Health Dashboard and, if necessary, opening a support ticket through the Microsoft 365 admin center is recommended so engineering can confirm when the tenant is fully remediated and the My Templates add-in (and saved templates) are accessible again.

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References:

• My Templates are missing from Outlook
• Active issues in Office add-ins
• Use add-ins in Outlook