Ask whether guest checkout may be involved.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Free template
Account email not recognized template
Reply when the login page says an email address is not recognized.
Copy-ready template
Subject: Reviewing the account email message
Hi {{customer_name}},
Thanks for letting us know the email was not recognized at login.
Please confirm the email address you tried and whether you may have checked out as a guest. Do not send passwords or verification codes. We will review the store-side record and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Do not collect credentials.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Avoid saying an account exists or does not exist until reviewed.
Keep the reply calm, non-sensitive, and aligned with your store support process.