Outlook classic Templates missing

Question

Outlook classic Templates missing

Davis McKenzie 5

The ribbon options for Templates are available in Outlook new and Outlook on the web, but is not visible on Outlook classic. I have already checked adding it to ribbon, no option listed. In the apps menu My Templates is not found when searching.

I have already gone through troubleshooting steps from December regarding this issue. In Exchange Online Powershell I can see the add-in My Templates is installed and enabled. I cannot search for it or run the install commands by the app id [Moderator note: personal info removed] although I have verified it matches the installed app. It also does not show up in the list when I use the Get-app command.

Jacob Monahan 30 Reputation points

2026-02-27T18:34:01.6266667+00:00

Microsoft support got back to me today with

"We have confirmed that this behavior aligns with a current service incident EX1183224 affecting multiple organizations. The problem results in the My Templates feature not appearing across Outlook desktop, etc

Current service status: Microsoft has acknowledged the issue as a service degradation and engineers have been able to reproduce the problem internally. They have verified that the My Templates subscription still exists on affected mailboxes, but it is not being displayed as expected. The engineering team is now reviewing the underlying code to identify the root cause and develop a fix.

Impact: Your organization is included in the affected population. As a result, some users may be unable to view or use the My Templates add‑in across Outlook clients.

Next steps: Microsoft is continuing their investigation and working toward remediation. The next formal update from Microsoft is expected by: February 26, 2026 at 11:00 PM UTC.

We are actively monitoring the situation and will keep you informed as soon as further updates become available."

2 answers

Your answer

Jacob Monahan 30 Reputation points

2026-02-27T18:34:01.6266667+00:00

Microsoft support got back to me today with

"We have confirmed that this behavior aligns with a current service incident EX1183224 affecting multiple organizations. The problem results in the My Templates feature not appearing across Outlook desktop, etc

Current service status: Microsoft has acknowledged the issue as a service degradation and engineers have been able to reproduce the problem internally. They have verified that the My Templates subscription still exists on affected mailboxes, but it is not being displayed as expected. The engineering team is now reviewing the underlying code to identify the root cause and develop a fix.

Impact: Your organization is included in the affected population. As a result, some users may be unable to view or use the My Templates add‑in across Outlook clients.

Next steps: Microsoft is continuing their investigation and working toward remediation. The next formal update from Microsoft is expected by: February 26, 2026 at 11:00 PM UTC.

We are actively monitoring the situation and will keep you informed as soon as further updates become available."

Answer 1

Dear @Davis McKenzie,

Thank you for reaching out to Microsoft Q&A forum.

I understand that you’re looking for the My Templates feature when composing an email in Classic Outlook. Based on my research, this issue was resolved as of December 29, 2025. I also attempted to reproduce the issue on my end, but the My Templates option appears normally, as shown in the screenshot provided. In Classic Outlook, the My Templates button is typically located in the Message tab within a New Email window, rather than on the main Inbox ribbon.

User's image

As a forum moderator, I genuinely wish I could directly access your account or delve into the backend systems to diagnose and fix this for you. However, our role here is limited to providing general guidance and solutions that can be applied by users.

If you cannot see My Templates in Classic Outlook, but it is visible in the New Outlook or Outlook on the web, and you have already followed the steps outlined in the related support article, I recommend that the Global Admin in your organization create a service request with Microsoft Support. A technical support engineer can perform a remote session to investigate the situation, verify the backend configurations, and run any necessary synchronization tools to resolve the problem. If the issue requires further attention, they can escalate it to a specialized team for deeper analysis. Ask The Global Admin in your organization to create a service request with Microsoft support to get advanced technical assistance and diagnostics. For detailed instructions on how to get support, please refer to Get support - Microsoft 365 admin. If you don't know who your IT administrator is, please refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support

For additional assistance, use this link to find the appropriate contact number from your region: Global Customer Service phone numbers - Microsoft Support

I truly hope your issue is resolved swiftly. Please understand that although I’m unable to intervene directly, directing you to the appropriate specialized support is the most effective assistance I can provide from my position. Thank you for your patience and understanding. Please let me know if you need anything further. I wish you all the best.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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.

Answer 2

The issue you are experiencing with the missing Templates option in Outlook classic could be due to several factors. Here are some points to consider:

Unsupported Versions: Ensure that you are using a supported version of Outlook. The classic Outlook may not support certain features available in the new Outlook or Outlook on the web.
Add-in Visibility: Even if the My Templates add-in is installed and enabled in Exchange Online PowerShell, it may not be visible in classic Outlook due to compatibility issues. The classic version may not support all add-ins that are available in the newer versions.
Check Account Compatibility: If your account type is not compatible with the new features, this could also lead to the Templates option not being visible. For instance, certain account types like POP or on-premises Exchange accounts may not support all functionalities.
Registry Settings: If there are any registry settings that affect the visibility of add-ins or features, these might need to be checked. For example, specific registry keys can control the display of features in Outlook.
Contact Support: If you have already gone through troubleshooting steps and the issue persists, it may be beneficial to contact Microsoft Support for further assistance. They can provide more tailored troubleshooting based on your specific environment and configuration.

Since you mentioned that you have verified the app ID and it matches the installed app, it might be worth checking if there are any updates or patches available for your version of Outlook that could resolve this issue.

References:

Share via

Outlook classic Templates missing

2 answers

Your answer