General FAQ

Outlook online add-ins

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.


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:

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


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 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.


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.


Hello Alan,
Thank you for contacting us.

We have just replied to you via email. Please provide us with the requested information and we’ll do our best to help. Thank you.


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Reply templates for your Outlook
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Reply templates for your Outlook
For individuals and teams, on PC and Mac.
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