Outlook online add-ins

General FAQ


All my templates have disappeared all of a sudden and new ones cannot be saved. What do I do?

This problem is related to the storage place for the templates. The phrases you create are kept in the Roaming Settings that Microsoft provides for Office 365 accounts. And to our regret, we can't control it.
If you have a local Exchange server, then its settings may be causing this behavior.

Thus, regarding this problem, please turn to Microsoft support service for assistance.

Does your Template Phrases support formatting?

Unfortunately, due to some storage issues in Outlook online the current version of the add-in stores all templates in plain text only. 

Can I transfer my templates from outlook online version to desktop?

No, since the templates are saved in different formats.

How do I open an attachment with your tool?

Sadly, due to some technical limitations on the side of Office 365 our add-on can't open the attachments.

When you click the attachment in the list, it opens the email that contains the file. You can open the attachment from that email in Outlook.

How can I uninstall your add-in?

  1. Open your Outlook online and click Settings > Manage add-ins:
    Manage add-ins in Outlook online.
  2. Go to Add-Ins > My add-ins tab and find the tool of interest in the list. Click the icon with three dots at the bottom right corner of the utility and choose Remove:
    Remove add-ins from Outlook online.


Felipe Rohr says:
July 24, 2023 at 9:09 pm

Hello, i need to use this suplements (Shared Email Templates) in a Shared Mail Box, this mail box is used in my work with my team, but i getting mensage error when trying to add the tool.

error: Unable to complete this operation at this time. Try again later.

Have some idea about the problem? Or any sugestion?

Vishal Sharma says:
November 20, 2020 at 7:35 am

I am not able to type any thing on ablebits template search tab. Even I tried to reinstall , repair , and tried type with onscreen keyboard.

any suggestion !

Hello Vishal,
Thank you for contacting us. I am sorry to hear that you are having difficulties of this kind.

Due to recent Microsoft updates our Template Phrases app became completely non-functional so we decided to discontinue support of this add-in. Instead, we have created the new Shared Email Templates add-in that has much more advanced functionality, lets you access templates from all your devices as they are stored in a cloud-based sharing service, and works in Outlook for Windows, for Mac, and Outlook online. Moreover, there is a possibility to import your templates from the Template Phrases app into the Shared Email Templates add-in:

If you want to give it a try, please download and install the add-in from Office Store:

Amy Whitesell says:
October 16, 2020 at 8:44 pm

Started getting this error message this morning when using Template Phrases: This add-in has been disabled to help keep you safe. To continue using the add-in, validate that this item is hosted in a trusted domain or open it in the Office desktop app (although it worked just fine yesterday). I saw the message about that add-in no longer being supported and to use the Shared Email Templates add-in instead. So, I just installed it successfully and I'm getting the exact same error message for it too.

Hello Amy,

Sorry you’ve encountered this issue. Unfortunately, the problem occurs on the Microsoft side and it has already been reported: https://github.com/OfficeDev/office-js/issues/1441
If you are using Microsoft Exchange Server, please install the latest security update:
In case your environment is different, please send us your details to support@ablebits.com. We will do our best to help!

In regards to formatting does this "Unfortunately, due to some storage issues in Outlook online the current version of the add-in stores all templates in plain text only. " mean that numbering will not work if using the outlook app instead of the online version? I have Outlook for 365.
Thank you.

Hello Charles,

Thank you for your question. Please note, this quote refers to our free Template Phrases app for Outlook online that is no longer supported. Instead, we have created the new Shared Email Templates tool that has much more advanced functionality, supports formatting in templates, lets you access templates from all your devices as they are stored in a cloud-based sharing service, and works in Outlook for Windows, for Mac, and Outlook online. If you want to give it a try, please download and install the add-in from Office Store.

If you have any other questions or need further assistance, feel free to email us at support@ablebits.com.

I have the exact same question as Alan did on February 5, 2020:
Is there any way to prevent the template from inserting the text below the signature that is automatically added? it seems to always paste the text below my signature.

Hi Gunnar,

Thank you for your comment.

For us to understand the problem better, please specify what Ablebits add-in you use exactly and send us a screenshot of your Outlook window illustrating the issue. Feel free to email the details to support@abebits.com. Thank you.

I am using Template Phrases, and the problem is, like Alan described on February 5, 2020, that the add-in adds the text *below* the signature in the body of the mail.

I've sent a screenshot to the mentioned e-mail address.


i have a user that has experience this exact issue. The add-on is not visible in Outlook desktop but it is visible in OWA.

Please advise.

Ekaterina Pechyonkina (Ablebits Team) says:
January 31, 2020 at 7:27 am

Hello Rob,

Unfortunately, when updating Office and Windows, Microsoft has stopped caring about the compatibility with third-party add-ins, even with those tools published in their Office Store. I believe it caused the issue you’ve reported. I'm really sorry, but there is n nothing else we can do about this.

Please also have a look at our brand-new add-in, Shared Email Templates, that may be of interest to you. Thank you.

my colleagues are using the phrases for their team-mailbox. Since some weeks, only one person can see the phrases in Outlook. The other 2 see it only in Outlook-Web.

Ekaterina Pechyonkina (Ablebits Team) says:
January 14, 2020 at 2:33 pm

Hi Florian,

Sorry to hear you are having issues with our software. One of our support team agents has just replied to you via email. Please check your Inbox. Thank you.

Hi team,

When using Template Phrases add-in, it suddenly dissaperared with all my templates using the add-in in Outlook 365 ProPlus. However, if I use Outlook on the web and look for my templates they are there.

Seems only an issue with the local installed Outlook. What can be the steps to solve this issue?

Hi Rui,
Thank you for contacting us.

We have just replied to you via email, please check your Spam/Junk/Trash email folders if you still don’t see our message in your Inbox. Thank you.

Same problem here. Template Phrases works only within Outlook on the web. Within the desktop-version Microsoft Outlook for Microsoft 365 (16.0.12730.20252) 64 bit no templates or options are shown. It worked fine for a while. Re-installing the add-in did not work either.

Hello Marcello,

Thank you for your comment. The thing is, this version of Template Phrases add-in is no longer supported since Microsoft became the cause of too many unsolvable issues. We've recently released a new tool called Shared Email Templates that is sort of an upgrade of the add-in you're using now.

If you’ve got interested, feel free to install the add-in and explore its manuals, you’ll find a lot of useful instructions there: https://www.ablebits.com/docs/outlook-shared-templates-intro/

We do hope you'll enjoy using our new Templates. If you have any questions, do not hesitate to address them to support@ablebits.com. Thank you.

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If you have any questions or issues with this add-in, please feel free to post your concerns in the comments area. As soon as we answer, a notification message will be sent to your e-mail. If you do not want to share your thoughts in public, please contact us at support@ablebits.com.