Clearly block code sharing.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Free template
Two-factor after password reset template
Reply when a customer resets a password but then gets stuck on two-factor verification.
Copy-ready template
Subject: Reviewing the verification step
Hi {{customer_name}},
Thanks for contacting us. We understand the password reset step led to a verification step that is not working as expected.
For security, please do not send one-time codes, backup codes, passwords, or private security details by email. Please send only the non-sensitive message shown and the account email. We will review the available record and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Ask for non-sensitive error text only.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Do not promise verification bypass or recovery.
Keep the reply calm, non-sensitive, and aligned with your store support process.