Avoid asking customers to forward private login links.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Free template
Magic link not working template
Reply when a login link or magic link does not open or has expired.
Copy-ready template
Subject: Reviewing the login link issue
Hi {{customer_name}},
Thanks for reporting the login link issue. I am sorry the link did not work as expected.
Please send the account email and the non-sensitive error message shown. Do not forward private login links, passwords, or codes. We will review the available details and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Ask for non-sensitive error text.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Do not promise a new link or successful login.
Keep the reply calm, non-sensitive, and aligned with your store support process.