Account locked security review template for Shopify merchants
A neutral message when support needs to describe a possible security-related review without overclaiming. 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.
Use this when
A neutral message when support needs to describe a possible security-related review without overclaiming.
Keep these guardrails
- Avoid saying fraud, breach, or suspicious activity unless confirmed by policy
- Do not collect sensitive documents in ordinary email
- Use a process-based next step
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
Some account access issues may need to go through the appropriate account-support process before access options can be reviewed.
Please do not send passwords, one-time codes, backup codes, government ID images, card numbers, bank details, or private account links in this email.
We will use the available store record and support process to identify the next step.
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 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.