💡 Our Technical Review in summary
Summary
Service: Exchange Online
Issue: Users are experiencing issues accessing the “My Templates” add-in and other organizationally-deployed custom add-ins within Outlook. While the investigation initially included third-party add-ins like Salesforce and Viva Insights, current efforts are focused on the “My Templates” feature.
Impact
Affected users may notice the following symptoms across both the Outlook desktop client and Outlook on the web:
- The “My Templates” icon is missing from the Outlook ribbon.
- Templates are missing from the local AppData Microsoft Templates folder, even if they exist for other users.
- Custom add-ins with organizational access may fail to enable or appear for specific mailboxes.
Status
Current Status: Service Degradation / Active Investigation
Microsoft is currently analyzing system logs and service-side data to determine why these add-ins are not being enabled for user mailboxes as expected. Investigators are also checking for potential correlations with other service events to isolate the root cause. No specific mitigation or workaround has been provided yet.
Next Update: Scheduled for Monday, March 23, 2026, at 7:00 PM UTC.
Microsoft Official Issue Details
User Impact
Users may be unable to access the My Templates add-in in Outlook.
Status: serviceDegradation
Service: Exchange Online
Classification: advisory
Origin: microsoft
Updates
- 2026-03-23 11:19
Title: Some users may be unable to access the My Templates add-in in OutlookUser impact: Users may be unable to access the My Templates add-in in Outlook.
More info: This issue impacts both the Outlook desktop client and Outlook on the web. Some affected users find that the “My Templates” icon is missing from the Outlook ribbon and others may be unable to find templates in the AppData Microsoft Templates location, even though templates are known to exist and may still be being used by other (non-impacted) users.
Current status: We’re continuing to analyze system logs and service data to isolate a potential root cause and determine next steps for mitigation.
Scope of impact: Some users attempting to access or use the My Templates add-in within Outlook may be impacted. This information may be updated as our investigation continues.
Next update by: Monday, March 23, 2026, at 7:00 PM UTC
- 2026-03-20 20:52
Title: Users can’t access a collection of custom add-ins with organizational accessUser impact: Users are unable to access a collection of custom add-ins with organizational access.
More info: Affected add-ins we’ve validated include, but may not be limited to, the following:
– My Templates add-inCurrent status: We’ve updated the More info section of this communication to more appropriately reflect this issue’s impact and investigation as it relates specifically to My Templates add-ins. We’re continuing to analyze system logs and service data related to this issue with My Templates add-ins in order to isolate a potential root cause and determine our next mitigative steps.
Scope of impact: Your organization is affected by this event, and all users can’t access a collection of custom add-ins with organizational access. This information may be updated as our investigation continues.
Next update by: Monday, March 23, 2026, at 7:00 PM UTC
- 2026-03-19 22:32
Title: Users can’t access a collection of custom add-ins with organizational accessUser impact: Users are unable to access a collection of custom add-ins with organizational access.
More info: Affected add-ins we’ve validated include, but may not be limited to, the following:
– My Templates add-in
– Salesforce add-ins
– Viva Insights add-insCurrent status: We’re continuing our analysis of system logging and other service side data to understand why the custom add-ins aren’t enabled for user mailboxes as expected. In parallel, we’re investigating whether this impact may be related to another event to assist in our understanding of the root cause.
Scope of impact: Your organization is affected by this event, and all users can’t access a collection of custom add-ins with organizational access. This information may be updated as our investigation continues.
Next update by: Friday, March 20, 2026, at 9:00 PM UTC
- 2026-03-18 23:47
Title: Users can’t access a collection of custom add-ins with organizational accessUser impact: Users are unable to access a collection of custom add-ins with organizational access.
More info: Affected add-ins we’ve validated include, but may not be limited to, the following:
– My Templates add-in
– Salesforce add-ins
– Viva Insights add-insCurrent status: We’re continuing to analyze our system logging to understand why the custom add-ins are not enabling for user mailboxes as expected.
Scope of impact: Your organization is affected by this event, and all users can’t access a collection of custom add-ins with organizational access. This information may be updated as our investigation continues.
Next update by: Friday, March 20, 2026, at 12:00 AM UTC
- 2026-03-18 21:55
Title: Users can’t access a collection of custom add-ins with organizational accessUser impact: Users are unable to access a collection of custom add-ins with organizational access.
More info: Affected add-ins we’ve validated include, but may not be limited to, the following:
– My Templates add-in
– Salesforce add-ins
– Viva Insights add-insCurrent status: We’ve identified an issue that’s preventing users from accessing a collection of custom add-ins that have been granted organizational access. We’re analyzing system logging to isolate the source for the event, and so we can determine the next troubleshooting steps for remediating the impact.
Scope of impact: Your organization is affected by this event, and all users can’t access a collection of custom add-ins with organizational access.
Next update by: Thursday, March 19, 2026, at 1:00 AM UTC
