Warn against sending passwords or codes.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Free template
Cannot log in to account template
Use when a customer says they cannot access their store account.
Copy-ready template
Subject: Checking your account access issue
Hi {{customer_name}},
Thanks for reaching out. We understand you cannot access your account.
For your security, please do not send passwords or verification codes. Please share the account email and the non-sensitive message you see on the login page. We will review the store-side record and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Ask for account email and error message.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Do not promise access restoration before review.
Keep the reply calm, non-sensitive, and aligned with your store support process.