Missing toolbar settings in Outlook on the Web

Hi Casper Koopman,

Good day! Thank you for posting to Microsoft Community. We are happy to assist you.

Based on your description, you are missing toolbar settings in Outlook on the Web.

Firstly, will you please let me know what account are you using when you mentioned "Outlook on the Web", are you using Microsoft365 business account or personal account (which is ended with outlook.com or hotmail.com)?

If you are using Microsoft365 business account, you should be using https://outlook.office.com/ to login to your emails. Then will you please provide a screenshot of how you set the "Message Surface" settings, and I will do some test from my side accordingly, it will help narrowing down the issue further.

At the same time, will you please provide more detailed information to help with our further investigation:

1. Is there anyone else in your tenant having this issue?

2. If you use another browser, does the issue persists?

I will try my best to assist on this issue, and during my research, I found there are many people who face this issue, in many other tenants, there are some users have this issue and others don't, and the sugguested solutions are not working. I think threre is some possiblility that it's a backend issue. In this situation, we also suggest you ontact your tenant admin to go to Office 365 Admin Center-> Support-> New Service Request. The support engineers there have the correct escalation channel, and this is the most efficient way to report such issue. You can refer to this article to check the way how to raise a ticket: Ways to contact support for business products - Admin help. The engineers in related team have higher permission and resources than us to help check the root cause from background directly.

Hope the information can be useful. If there is any update or I misunderstand you, please feel free to let me know. I will continue to assist you. Your understanding and co-operation are highly appreciated.

Thanks for your precious time. Have a nice day！

Sincerely,

Sherry | Microsoft Community Moderator

Hi Sherry,

Thanks for the swift and most of all elaborative answer - it's much appreciated!

Let me go ahead and answers your questions:

1. Am I using a business account?

Yes I am. The web address I'm using is also 'outlook.office365.com'.

2. Screenshot Message Surface

3. Anyone else having this issue

Yes. Some people are using the Mac Client instead, whereas others haven't upgraded to the newest version.

4. Does the issue persist in another browser

I am using Chrome, but the issue persists in Safari as well.

Overall, the biggest issue/ frustration is the fact that I am unable to use addons when composing a new email. The addons turn up when opening the sent email, but they are effectively gone during the composing stage.

Best,

Casper

Hi Casper,

Thanks a lot for your kind reply. I can understand this issue better now.

Firstly, I was wondering did you concern about the tool list at the new email page bottom as the following screenshot shows:

If yes, I have checked two testing tenant and found that one of the demo accounts has this tool list at the bottom and another one does not have it. As I mentioned before, I searched on this issue and found that there are many people who are facing this issue now.

I found that seems that the Product group are doing some updating on the OWA UI and want to move the tool list options to the top side, so some users will not be able to see this now.

I found a thread which mentions that the issue might be caused by the org releasing settings, if you are set to be targeted releasing user, you will be missing the tool list in the bottom and the options will appear on the top side. This can work for one of my workmate's tenants, so I'd like to share this thread to you then you can have a try.

How to move the send button to the bottom? - Microsoft Community

Then I used my demo account which does not have the tool list at the bottom to add the add-ins according to your reply. I noticed that in the settings, it mentions the "actions and add-ins you want to see when you select a message to read". It does not show in the bottom of new emails, but I can see it when I read emails in my inbox. I think it's a design limitation for this Message surface feature.

Then I tried to new an email and when I click the "..."at the top side tool list, I can see the add-ins which I added into the Message surface, I was wondering whether you can see that from your side? if yes, you can insert add-ins using this option.

As I mentioned before, this issue might be caused by the product releasing and need to be resolve from the back end, if the issue still persists and no work around work is available at your side, I suggest you submit a service request according to the steps I shared in my first reply, this is the most efficient way to get the support from the professional engineers who have the permission to check at the back end.

Appreciate your patience and understanding and thank you for your time and cooperation. Please feel free to let me know if there is any feedback from your side.

Sincerely,

Sherry | Microsoft Community Moderator