Treat lost-email access carefully.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Free template
Old email account change template
Reply when a customer no longer has access to the old account email.
Copy-ready template
Subject: Reviewing the old email issue
Hi {{customer_name}},
Thanks for contacting us. We understand you may no longer have access to the old email address on the account.
For privacy and security, please do not send passwords, verification codes, or private account details. Please share the order number or purchase email context if available so we can review the store-side record and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Ask for non-sensitive purchase context.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Do not promise account email changes or recovery.
Keep the reply calm, non-sensitive, and aligned with your store support process.