Clearly tell customers not to send codes.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Free template
Verification code not working template
Reply when a customer says a verification 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 code step is not working as expected.
For security, please do not send the 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 available 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 recovery.
Keep the reply calm, non-sensitive, and aligned with your store support process.