Should I ask customers to send passwords or one-time codes?

No. The templates explicitly tell shoppers not to send passwords, one-time codes, backup codes, private links, ID images, card numbers, bank details, or other secrets in support email.

Does this template guarantee account access?

No. It explains a next support step without promising unlock, restored access, verification success, order access, refund, or exact timing.

Account-support email template

Account locked first reply template for Shopify merchants

A first response when a shopper says their customer account is locked or blocked. It keeps the response safe and practical: use store-side lookup details, avoid collecting secrets, and do not promise account unlock, restored access, verification success, order access, refund, or exact timing.

Copy the example Back to account locked hub

Use this when

A first response when a shopper says their customer account is locked or blocked.

Keep these guardrails

Acknowledge the access issue without confirming the cause
Ask for safe lookup details only
Do not request passwords, codes, or security secrets

Do not collect secrets

Do not ask for passwords, one-time codes, backup codes, government ID images, private account links, full card numbers, bank details, private payment details, or remote-access invitations in ordinary support email.

Template copy

Thanks for letting us know. We can check the store-side record connected to your account email and identify the next support step available. Please reply with the account email and any order number you already have. Do not send your password, one-time codes, backup codes, private account links, card details, or bank information. After checking the available record, we will reply with the next support option.

Adapt it safely

Replace unlock promises with one concrete support step.
Keep security-code handling strict: customers should never email codes.
Separate order help from account access outcomes when possible.
Use your own store policy before describing any account-support process.

More locked-account templates

Too many login attempts templateA cautious reply when the shopper sees a too many login attempts or temporary lock message. Account locked after password reset templateA response when the account remains locked after a password reset attempt. Account locked security review templateA neutral message when support needs to describe a possible security-related review without overclaiming. Account locked order access templateA reply when a locked account prevents the shopper from viewing order information. Account locked digital download templateA safe response when a locked account affects access to a digital download or file. Account locked email verification templateA reply when account access is blocked around email verification or verification links.