Templates missing

Question

I can't find my templates in outlook. The ay usually in the options.

Answer 1

Hi @Deandra Lucero,

I hope you're doing well today.  

I understand how inconvenient it can be when your email templates suddenly disappear - especially if you rely on them for daily work in Classic Outlook for Windows.

This situation matches a known service issue that Microsoft is currently investigating. Microsoft Support has confirmed that some users are unable to access or locate the My Templates add‑in in Outlook, and this problem is being tracked under service incident EX1255397.

For reference:

• My Templates are missing from Outlook - Microsoft Support
• Service health - Microsoft 365 admin center (accessible only to Microsoft 365 Global Admins; please contact your IT admin if you don’t have permission).

Microsoft notes that My Templates are stored in your mailbox, and issues with the add‑in may cause them to disappear in both Classic and New Outlook. They also recommend checking Outlook on the web, where templates should normally still appear.

 

 

At this time, no action is required from your side. Once Microsoft resolves the incident, the My Templates add‑in should automatically reappear in Outlook without configuration changes, reinstallations, or updates on your end. I kindly ask for a bit more patience while Microsoft’s engineering teams work to restore full functionality for all affected users.

Since this is a newly identified and confirmed service incident, many users may not yet be aware of it. Sharing this information or upvoting related posts can help others find the correct guidance.

If you have any further questions or need additional assistance, please feel free to follow up here. I’m here and happy to help.

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Answer 2

In classic Outlook for Windows, email templates are provided by the My Templates add-in. When this add-in is missing or disabled, the usual View Templates option does not appear.

Key points and checks:

1. Confirm where templates should appear
   In classic Outlook:
   • Open New Email.
   • On the Message tab, there is normally a View Templates button that opens the My Templates task pane.
     If View Templates is not there, the My Templates add-in is not available.
2. Check if add-ins are turned off by the organization
   If My Templates is not listed, the organization may have add-ins disabled. In that case, contact the Microsoft 365/Exchange administrator to verify add-ins are allowed for the mailbox.
3. Known issue: My Templates missing / cannot be added
   There is an active service incident (MO1243496) where:
   • The View Templates button is missing in classic Outlook.
   • My Templates is missing under All Apps.
   • Trying to add it back can show “Something went wrong”, or it cannot be found under All apps > Add Apps. This same issue can also affect other add-ins like Viva Insights and Salesforce.
   Root cause (per service incident): a recent change enforcing stricter authentication blocked add-in deployment and user authentication for add-ins. A fix is being rolled out; errors should reduce as deployment completes.
4. What an admin can do in the meantime
   If administrator access is available, the tenant admin can verify that the My Templates add-in is enabled in Exchange Online using PowerShell:
   1. Connect to Exchange Online PowerShell. See: Connect to Exchange Online PowerShell.
   2. (Optional for support) Start a transcript:

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

   3. Check the add-in status:

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

   4. Ensure it is enabled for the organization:

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

   5. List all add-ins to confirm:

            Get-App
      

If the add-in is enabled but still not visible, the issue is likely the ongoing service incident and should resolve once Microsoft’s fix fully deploys. For persistent impact, the admin should open a support case with Microsoft 365 support and reference incident MO1243496.

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References:

• My Templates are missing from Outlook
• Create an email message template