Template Missing

Question

Hi,

I have this problem with my Template missing from my email. Does anyone know how to fix this, or at least who next to contact.

https://support.microsoft.com/en-us/office/my-templates-are-missing-from-outlook-34967a7a-7a80-4d72-bb45-a43ecdc93678?WT.mc_id=365AdminCSH_Smc

I even tried downloading the app, but it has an error message - something went wrong.

Please help!!

David

Answer 1

Hi @Kim, David,

Welcome to the Microsoft Q&A forum.

I would like to provide you with the following information:

The issue where My Templates is missing in Outlook has been acknowledged by Microsoft and is currently under investigation.

You can track the progress of this issue via Admin Center > Service Health using the Issue ID: EX1255397.

At this time, no action is required from you. Once the engineering team completes the investigation and implements a fix, Microsoft will provide the latest updates, and the issue will be resolved.

 I hope this information is helpful.

If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.

I look forward to continuing the conversation.

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Answer 2

The missing My Templates button and the “Something went wrong” error are part of a known service-side issue with the My Templates add-in in Outlook for Microsoft 365. It is currently under investigation and has been tracked under incidents EX1238375 and MO1243496.

Key points from the current status:

1. The problem is not caused by local Outlook settings or anything done on the device. A recent service change in Exchange Online (stricter/REST-based authentication for add-ins) caused access and deployment failures for My Templates and some other add-ins (such as Viva Insights and Salesforce).
2. Microsoft has reverted the problematic change and is rolling out a fix service-wide. Telemetry shows a reduction in add-in errors as the fix deploys, but it may not yet be fully completed for all tenants.
3. Re-enabling the add-in from the Microsoft 365 admin center or via PowerShell may not permanently resolve the issue while the service-side incident is still active.

Recommended next steps:

1. If an admin is available for the tenant:
   • Connect to Exchange Online PowerShell as a tenant administrator. See Connect to Exchange Online PowerShell.
   • Run the following commands to verify and (re)enable the My Templates 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
     

   • Close PowerShell and keep the transcript file in case Microsoft Support requests it.
2. In Outlook:
   • After the add-in is confirmed as enabled, restart Outlook (or refresh the client) and check a new email window for My Templates under View Templates or under All Apps / More Apps.
3. If the add-in is still missing or errors persist:
   • Ask the Microsoft 365 admin to check the Microsoft 365 Service Health Dashboard for the current status of the incident related to “My Templates are missing from Outlook” (EX1238375 / MO1243496) and follow any guidance there.
   • If the tenant remains affected after the fix is reported as deployed, the admin should open a support ticket through the Microsoft 365 admin center so support can collect diagnostics (for example, a HAR/performance trace as described in the article) and escalate to engineering.

Because this is a service-side issue, waiting for the full rollout of the fix and working with the tenant’s Microsoft 365 admin and Microsoft Support is the appropriate path rather than further local troubleshooting.

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References:

• My Templates are missing from Outlook
• Office Add-ins known issues
• Fixes or workarounds for recent issues in classic Outlook for Windows