Clearly tell customers not to send codes.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Free template
Two-factor code issue template
Use when a customer says a 2FA or one-time code is not working.
Copy-ready template
Subject: Checking the verification code issue
Hi {{customer_name}},
Thanks for contacting us. We understand the verification step is not working as expected.
For security, please do not send your one-time code, backup code, password, or private security details by email. Please send only the non-sensitive error message and account email. We will review the store-side record and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Ask only for account email and error message.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Avoid promising verification bypass or account recovery.
Keep the reply calm, non-sensitive, and aligned with your store support process.