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 record not found template for Shopify merchants

A careful message when support cannot immediately locate a matching account record. 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 careful message when support cannot immediately locate a matching account record.

Keep these guardrails

Do not say the account does not exist as a final conclusion
Ask for one additional safe lookup detail
Do not request payment card data or credentials

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

We could not locate a matching account record from the first details provided, but we can check again with another safe lookup detail. Please send the checkout email or an order number if you have one. Do not send passwords, one-time codes, backup codes, private links, full card numbers, or bank details. After the additional check, we will reply with the support option available from the record.

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

Account locked first reply templateA first response when a shopper says their customer account is locked or blocked. 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.