Suggest inbox checks without blame.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Free template
Password reset email not received template
Reply when a customer says the password reset email did not arrive.
Copy-ready template
Subject: Checking the password reset email
Hi {{customer_name}},
Thanks for letting us know the password reset email has not arrived. I am sorry for the login friction.
Please check spam, promotions, updates, or alternate inbox folders. If it is still missing, reply with the account email only. Do not send your password, one-time code, backup code, or private security details. 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 only.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Avoid promising reset delivery, account recovery, or login access.
Keep the reply calm, non-sensitive, and aligned with your store support process.