Outlook classic loss of add ins across multiple devices

Question

Outlook classic loss of add ins across multiple devices

Carla Rainbow 0

For the last few weeks my add ins have disappeared form my outlook classic accounts - its gone from several devices so I know it isnt the device although I have tried repairing and also cleared caches. My add ins - templates and zoom All Apps function work correctly for the same Exchange mailbox in New Outlook. They are missing or unavailable only in Outlook Classic, and the identical problem occurs on multiple independent Windows devices. We have already reset the ribbon, enabled connected experiences, cleared the WEF cache, and repaired Offices. Please investigate this as a Classic Outlook build or Exchange add-in activation regression rather than a local profile issue. Can anyone help

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Answer 1

Victor1-V 11,680 Microsoft External Staff Moderator

Hi Carla Rainbow,

I understand that My Templates and Zoom work for the same mailbox in new Outlook but are missing from classic Outlook on several Windows devices. Since you have already repaired Office, cleared the WEF cache, reset the ribbon, and enabled connected experiences, repeating those local steps is unlikely to help.

Please note that this is a user-to-user forum, so contributors cannot directly examine the mailbox, Exchange configuration, or Outlook service records.

Classic Outlook supports web add-ins, so the described behavior is not expected. To identify the appropriate next step, please provide the following:

In classic Outlook, select File > Office Account > About Outlook, then share the full version and build number.
On the Office Account page, share the update channel displayed, if one is shown.
Confirm whether this is an Outlook.com personal account, a Microsoft 365 work or school account hosted in Exchange Online, or an on-premises Exchange mailbox.
In classic Outlook, open Home > All Apps > Get Add-ins > My add-ins and confirm whether My Templates and Zoom are listed but unavailable or missing entirely.

Please remove or cover the email address and other personal information from any screenshots before posting them publicly.

For reference, see Use add-ins in Outlook.

Once these details are available, it should be possible to determine whether the next step concerns the installed classic Outlook build or the mailbox’s add-in configuration.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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Carla Rainbow 0 Reputation points

2026-07-27T06:54:52.41+00:00

I have uploaded a picture of the version number - I couldnt see an update channel listed, it is a personal account - i have a family subscription, microsoft exchange and zoom is there but my templates isnt in the list when i try to add zoom it says its done but it isnt - I just checked another device which i hadnt updated for a while and its working fine on there and in new outlook. I just realised my templates isnt available on the new outlook either but zoom is
Victor1-V 11,680 Reputation points Microsoft External Staff Moderator

2026-07-28T10:29:37.3766667+00:00
Hi Carla,

Thank you for confirming the account type and Outlook version. Build 20228.20110 is listed for Version 2607, but its release notes do not mention Zoom or My Templates. Since Zoom works on the device that has not recently been updated, please avoid updating that device and note its Outlook build for comparison.

As the same concern affects several devices and you have already completed the available local troubleshooting, the appropriate next step is to ask Microsoft Support to review the account and add-in behavior:

Visit the Microsoft Support contact page: Contact - Microsoft Support

In the search bar provided on the page, type "Outlook issue" and press Enter.

Click on the "Get Help" button that appears.

Scroll down the page until you see and click on the "Contact Support" option.

When prompted to select your product or service, choose "Other Products".

For the category, choose "Outlook".

Look for and click on "Chat with a support agent in your web browser".

Confirm your personal email when prompted - this is the email Microsoft will use to communicate with you during and after the support session.

Explain your situation clearly: Be concise but provide all the relevant details.

Provide both Outlook build numbers and mention that Zoom works in new Outlook and on the device with the older build, while My Templates is unavailable in both classic and new Outlook. Also state that Office repair and WEF cache clearing have already been completed.

I hope Microsoft Support can review the account and add-in behavior and help identify why the add-ins are not appearing consistently across the different Outlook versions.