Acknowledge the lockout message.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Free template
Account locked message template
Reply when a customer reports an account locked or too many attempts message.
Copy-ready template
Subject: Reviewing the account locked message
Hi {{customer_name}},
Thanks for letting us know about the account locked message. I am sorry for the access friction.
Please send the account email and the non-sensitive message shown. Do not send passwords, codes, or security details. We will review the store-side record and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Avoid collecting credentials or codes.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Do not promise unlock timing or account access.
Keep the reply calm, non-sensitive, and aligned with your store support process.