My Templates are missing from Outlook

Last Updated: February 27, 2026

ISSUE

When you write an email you find that in My Templates, the View Templates button is missing from the ribbon in classic Outlook.

If you select All Apps on the ribbon, My Templates is missing there as well.

In support cases users also report the following: 

• If you try to add the add-in back, you get an error "Something went wrong".

• Some users cannot search for it under All apps > Add Apps.

STATUS: INVESTIGATING

This issue is being investigated as service incident EX1238375. This event affects some users attempting to access the My Templates add-in through the Outlook desktop client, Outlook mobile, and Outlook on the web. 

Current Status: Our analysis of the surface-level request flow and service logs for the scenario has been inconclusive. We're moving ahead with further in-depth analysis of the involved code to isolate the source of impact and determine our next steps.

Next update by: Saturday, February 28, 2026, at 12:30 AM UTC

This issue was previously tracked as EX1183224 in December 2025.

SUPPORT INFORMATION

In the most recent investigation of EX1238375 the product team asked support to collect a HAR network trace. The simplest way to do that is using new Outlook, Collect a Performance Trace in new Outlook for Windows. This is not currently being requested but adding here for reference in case its requested again. If requested, repro opening a new email which is missing My Templates and going to More Apps > Add Apps and searching for "My Template".

The product team previously asked to run these PowerShell commands. It’s not necessary to run these further unless your support engineer requests them.

1. As the Tenant Administrator connect to Exchange Online using PowerShell. For more information, please go to Connect to Exchange Online PowerShell.

2. Run this command to capture the output to a text file you can give support. You can change the path if needed.
   
   Start-Transcript -Path "C:\mytemplates\MySession.txt" -Append 

3. Run this command to see the status of the add-in:
   
   get-app -Identity a216ceed-7791-4635-a752-5a4ac0a5eb93

4. Run this command to enable the add-in:
   
   Set-App -Identity a216ceed-7791-4635-a752-5a4ac0a5eb93 -OrganizationApp -Enabled $true

5. Run this command to see the status of the add-ins:
   
   get-app

6. Once you are done, exit PowerShell and provide the results to your support engineer.
   
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See Also

Fixes or workarounds for recent issues in classic Outlook for Windows