My Templates are missing from Outlook

Last Updated: December 22, 2025

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 EX1183224.

Current Status:  The problem impacts some users trying to access the My Templates and Viva Insights Outlook add-ins in Exchange Online. While we continue to investigate the internal server error occurring during our validation process, our efforts to clear the cached data for affected users is taking longer than initially anticipated. We expect that clearing the cache will restore access to the My Templates and Viva Insights Outlook and confirm our theory that the aforementioned error is the root cause. We'll provide a timeline for the completion of this as one becomes available.

Next update by: Tuesday, December 23, 2025, at 2:30 PM UTC

SUPPORT INFORMATION

The product team previously asked to run these PowerShell commands, and we received some results. 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