Outlook 365 "My Templates" missing

Dear Rashad, 

Thanks for the update and that’s a helpful detail. If you're only seeing "Shared" under Organization in the Exchange Admin Center and not the expected Add-ins section, it likely means you're in the new Exchange Admin Center (EAC) interface, which has a slightly different layout. 

Here’s what I recommend trying next: 

Option 1: Use the Classic Exchange Admin Center 

• In the new EAC, scroll to the bottom of the left-hand navigation pane.
• Click “Classic Exchange admin center” (if available).

• Once in the classic view, go to Organization > Add-ins.
• Look for “My Templates” in the list. If it appears, try disabling and re-enabling it.

Option 2: Check via Microsoft 365 Admin Center 

• Go to admin.microsoft.com.
• Navigate to Settings > Integrated apps.
• Look for “My Templates” in the list of deployed add-ins.
• If it’s missing, you can try adding it manually from the AppSource.

Option 3: Add the Add-in Manually (If Not Present) 

• In the Exchange Admin Center, go to Organization > Add-ins (Classic view).
• Click the plus (+) icon and choose “Add from the Office Store.”
• Search for “My Templates”, then click Get it now to deploy it.

If none of these options are available or the add-in still doesn’t appear, it may need to be escalated for further investigation at the tenant level. In that case, I recommend: 

• Checking the Service Health Dashboard in the Microsoft 365 Admin Center for any incidents related to add-ins.
• Opening a support ticket with Microsoft to escalate the issue at the tenant level though the official Microsoft Admin Center.

Please if you have any further questions or need additional assistance in the future, please don’t hesitate to reach out. Our team is always here to help! 

Warm Regards,   

Chris-DKN  - MSFT | Microsoft Community Support Specialist.

Dear Rashad,   

Thank you for the update! Since you're the IT Administrator, I’d recommend trying the following steps: 

1. Sign in to the Exchange Admin Center using admin credentials.
2. Navigate to Organization > Add-ins.
3. Locate the “My Templates” add-in, then disable and re-enable it.
4. Once updated, please restart the Outlook client, or if you're using Outlook on the web, refresh your browser and check if the "My Templates" feature reappears.

Let us know how it works, and we’ll be happy to assist further if needed. 

Warm Regards,   

Chris-DKN  - MSFT | Microsoft Community Support Specialist.

We have the same issue, running M365 GCC G5, Outlook (classic) 2504 (build 18730.20220). This started after our latest patch deployment. Our mailboxes are in Exchange Online.

Edit: this is also impacting clients pre-patch (2503 (build 18623.20266)), so it appears to be unrelated.

Dear Rashad,   

Good day!  

Thank you for your response and for providing additional details. We understand how critical the My Templates feature is for your agency, and we appreciate your patience as we work through this issue. 

Since you’ve already checked COM Add-ins and Disabled Items without success, and creating a new mail profile did not resolve the issue, we recommend the following next steps: 

1. Verify Your Mailbox Type

• The My Templates add-in requires an Exchange Online or Microsoft 365 mailbox.
• If your agency uses an on-premises Exchange server, this feature may not be available.
• Please confirm with your IT administrator whether your mailbox is hosted in Microsoft 365 Exchange Online.

1. Repair Microsoft 365 Installation

• Close Outlook completely.
• Open Control Panel > Programs and Features, select Microsoft 365, and click Change.
• Choose Quick Repair first; if the issue persists, repeat and select Online Repair.

Given the urgency of this situation, taking action promptly will help ensure you regain access as quickly as possible, we recommend reaching out to your IT administrator for further assistance. If your IT administrator cannot access the necessary information or make required changes, we suggest contacting the Microsoft Support Team for further assistance. They can provide deeper troubleshooting and guidance on resolving the issue at the tenant level. 

• The official Microsoft 365 admin center

We sincerely appreciate your patience and hope this guidance helps resolve your issue. If you need further assistance, please don’t hesitate to reach out. 

Warm Regards,   

Chris-DKN - MSFT | Microsoft Community Support Specialist.

Hi Rashad,  

Nice to meet you! 

Thank you for reaching out about the missing My Templates option in your Outlook desktop client. We understand how valuable those templates are for your productivity, and we’d like to help you get them back. 

Please try the following steps in Classic Outlook: 

1. Enable the My Templates Add-in

• Go to File > Options > Add-ins.  

• Next to Manage, select COM Add-ins and click Go.  

• Make sure My Templates is checked.  

• If you don’t see it under COM Add-ins, switch Manage to Disabled Items, click Go, re-enable it, then restart Outlook. 

1. Add “View Templates” to Your Ribbon

• Navigate to File > Options > Customize Ribbon.  

• Under Main Tabs, expand Home (Mail) and select Add-ins, or create a New Group under Home.  

• In Choose commands from, pick All Commands, locate View Templates, click Add, then OK. 

1. Update Outlook to the Latest Version

• Go to File > Office Account > Update Options > Update Now.  

• Installing the latest build can resolve compatibility issues with built-in add-ins. 

1. Repair Your Office Installation • Close Outlook. • In Control Panel > Programs and Features, select Microsoft 365 (or Office), then click Change. • Choose Quick Repair first; if the problem persists, repeat and select Online Repair.
2. Verify Your Mailbox Type

• The My Templates add-in requires an Exchange Online or Microsoft 365 mailbox. It won’t appear if your account is on-premises only.  

• If you’re uncertain, check with your IT admin to confirm your mailbox type. 

1. Test with a New Outlook Profile

• Open Control Panel > Mail > Show Profiles > Add.  

• Create a new profile, configure your account, and verify if My Templates appears. 

If after trying these steps you still don’t see My Templates, please reply with: 

• Your Outlook version and build number (found under File > Office Account)
• Whether your mailbox is Exchange Online/Microsoft 365 or on-premises Exchange

With that information, we can investigate further and work toward a resolution. 

Please let us know if you need further clarification or assistance. We appreciate your patience and look forward to assisting you further.    

We hope you have a great day!  

Warm Regards,    

Chris-DKN - MSFT | Microsoft Community Support Specialist.