Email Templates Missing in Outlook

Email Templates Missing in Outlook

Many users have recently reported issues with missing email templates in Microsoft Outlook, particularly with the My Templates and Viva Insights add-ins. This problem has been linked to a recent change in the Admin API, which has caused a mismatch in the data format of users' mailbox cache. As a result, some users are unable to access these essential tools, which can significantly impact productivity.

Understanding the Issue

The missing email templates issue is currently being investigated as service incident EX1183224. Users attempting to access the My Templates add-in may find that it is not available under the All Apps section of Outlook. Additionally, some users have encountered an error message stating, "Something went wrong," when trying to add the add-in back into their Outlook environment.

Who is Affected?

This issue primarily affects users operating within Exchange Online. Reports indicate that the problem is not universal; some users can still access their email templates without any issues. However, for those impacted, the absence of these templates can hinder their ability to send consistent and professional emails.

Troubleshooting Steps

If you are experiencing this issue, there are a few troubleshooting steps you can take:

1. Check for Updates: Ensure that your Outlook application is updated to the latest version. Microsoft frequently releases updates that may resolve existing bugs.
2. Clear Cache: Sometimes, clearing the Outlook cache can help resolve issues related to missing features. This can be done through the application settings.
3. PowerShell Commands: The product team has suggested running specific PowerShell commands to check the status of your add-ins. However, it is advisable to only run these commands if requested by your support engineer.
4. Contact Support: If the issue persists, reaching out to Microsoft support may provide additional assistance. They can offer insights specific to your account and environment.

Future Updates

Microsoft has indicated that they are working on resolving this issue and will provide updates as they become available. The next scheduled update is expected by Thursday, December 4, 2025, at 6:00 PM UTC. Users are encouraged to stay informed through official channels for the latest information regarding this service incident.

Conclusion

The disappearance of email templates in Outlook can be a frustrating experience for users who rely on these tools for efficient communication. While the issue is being investigated, following the troubleshooting steps outlined above may help mitigate some of the challenges faced. Staying updated with Microsoft’s communications will also ensure that users are aware of any resolutions as they are implemented.