Do not ask customers to forward private reset links.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Free template
Expired password reset link template
Use when a customer says the password reset link expired or no longer works.
Copy-ready template
Subject: Reviewing the expired reset link message
Hi {{customer_name}},
Thanks for reporting that the reset link expired or did not work. I am sorry for the friction.
Please do not forward private reset links, passwords, or verification codes. If available, send the account email and the non-sensitive error message shown. 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 a new link or successful reset.
Keep the reply calm, non-sensitive, and aligned with your store support process.