My Templates are missing from Outlook

Last Updated: April 3, 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: FIXED

Final Status for EX1255397:

We identified that a recent Exchange Web Services (EWS) deprecation update and an Exchange Online authentication change prevented users from accessing default add-ins in Outlook. To remediate this issue, we rolled back both offending changes and verified through service monitoring that this action successfully resolved the impact. Admins that have disabled EWS may continue to experience this issue, and we recommend that admins re-enable EWS at this time. For additional guidance on managing Exchange Web Services, please refer to the following: Control access to EWS in Exchange. 
End Time: Friday, March 27, 2026, at 1:40 AM UTC.

This issue was previously tracked as EX1183224 in December 2025 and EX1238375 in March 2026.

SUPPORT INFORMATION

Update 3/24/26:  In the most recent investigation of EX1255397 the product team asked support to collect a HAR network trace. The simplest way to do this is using new Outlook, Collect a Performance Trace in new Outlook for Windows. The repro to use when you start the trace is to open a new email which is missing My Templates and, on the ribbon, select Apps > Add Apps and search for "My Templates". Add the HAR trace to your support case for your support engineer to add to the incident for investigation.

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