Last Updated: March 19, 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. You might find that Viva Insights and Salesforce add-ins are also missing.
If you select All Apps on the ribbon, My Templates is missing there as well.
In support cases users also report the following:
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If you try to add the add-in back, you get an error "Something went wrong".
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Some users cannot search for it under All apps > Add Apps.
STATUS: INVESTIGATING
This issue is being investigated as service incident EX1255397, “Users can't access a collection of custom add-ins with organizational access”.
More Info - Affected add-ins we've validated include, but may not be limited to, the following:
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My Templates add-in
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Salesforce add-in
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Viva Insights add-in
Next update by: Friday, March 20, 2026, at 12:00 AM UTC
Current Status: We're continuing to analyze our system logging to understand why the custom add-ins are not enabling for user mailboxes as expected.
This issue was previously tracked as EX1183224 in December 2025 and EX1238375 in March 2026.
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.
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As the Tenant Administrator connect to Exchange Online using PowerShell. For more information, please go to Connect to Exchange Online PowerShell.
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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
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Run this command to see the status of the add-in:get-app -Identity a216ceed-7791-4635-a752-5a4ac0a5eb93
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Run this command to enable the add-in:Set-App -Identity a216ceed-7791-4635-a752-5a4ac0a5eb93 -OrganizationApp -Enabled $true
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Run this command to see the status of the add-ins:get-app
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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
