How to gain My Templates back

Question

My templates are missing from outlook, It is no longer in the ribbon nor the three dots below. How can I get My Templates back in my outlook email box, I am using the old outlook.

Answer 1

Hi @Mindy Brown, 

Thank you for taking the time to report this clearly so the right guidance can be shared. 

I appreciate how losing access to My Templates can disrupt your day to day email workflow, and I am grateful for your patience while this is being addressed.  

Based on Microsoft’s latest update, this behavior is related to an active Exchange Online service incident where some users are unable to access the My Templates add in. In classic Outlook, this can present as the View Templates button missing from the ribbon and My Templates no longer appearing under All Apps, which matches the experience you described.  

Microsoft has confirmed that the issue is currently under investigation under service incident EX1255397. The investigation indicates that recent backend changes are impacting how the add in is authenticated and loaded. At this time, Microsoft is analyzing service data and logs to determine the next remediation steps, and the issue remains service side rather than tenant or user configuration related.  

At this stage, no action is required from you. Because this is a service degradation, My Templates is expected to return automatically once Microsoft completes the fix across the service. Updating Outlook or reinstalling the add in may not restore the feature while the incident is still ongoing. 

If the issue persists and Microsoft requests additional diagnostics, they may ask for details such as the Outlook client in use, when the add in was first noticed missing, and screenshots showing that My Templates is not available on the ribbon or under All Apps. This information helps Microsoft narrow down affected scenarios during their investigation.  

For your reference, Microsoft has published an official support article that documents this issue and its current status here: My Templates are missing from Outlook.  

Thank you again for raising this important concern and for contributing to visibility around this issue. If you have any further questions or need additional assistance, please feel free to reach out at any time. 

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Answer 2

My Templates missing from classic Outlook is a known service issue affecting some add-ins, including My Templates, Viva Insights, and Salesforce.

Key points from the current incident:

• In classic Outlook, the View Templates button can disappear from the ribbon, and My Templates may not appear under All Apps / More Apps.
• Trying to add the add-in back can show a "Something went wrong" error, and searching for it under All apps > Add Apps may fail.
• Microsoft has identified this as service incident MO1243496 (previously EX1183224 and EX1238375).
• Root cause is a recent service change enforcing stricter authentication for add-ins, which blocked deployment and user authentication for add-ins like My Templates.
• A fix is being deployed; telemetry shows add-in errors are decreasing as the deployment progresses.

What can be done now:

1. Because this is a backend service issue, there is no reliable client-side fix in classic Outlook until the service deployment completes.
2. If tenant-level checks are needed, a Microsoft 365 tenant admin can verify the add-in status via Exchange Online PowerShell (only if requested by support):
   • Connect to Exchange Online PowerShell: see Connect to Exchange Online PowerShell.
   • Check the My Templates add-in:

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

   • Ensure it is enabled for the organization:

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

   • List all add-ins:

          get-app
     

3. If working with Microsoft Support, they may ask for a HAR/performance trace from new Outlook to capture the failure when trying to access More Apps > Add Apps and searching for “My Template”.

Until the MO1243496 deployment fully completes across the service, My Templates may remain unavailable in classic Outlook even if it appears enabled in admin tools.

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References:

• My Templates are missing from Outlook