Account-security email template

No-promise security code template for Shopify merchants

A conservative template for security-code issues where the merchant wants to avoid unsafe or overpromising language. It keeps the response safe and practical: ask for store-side lookup details and visible error text, never ask for codes, and do not promise verification success, account unlock, restored access, resend, refund, or exact timing.

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Use this when

A conservative template for security-code issues where the merchant wants to avoid unsafe or overpromising language.

Keep these guardrails

  • No promise of verification success, unlock, resend, restored access, or timing
  • Ask only for safe lookup details
  • Warn strongly against sending codes

Do not collect secrets

Never ask for security codes, one-time codes, two-factor codes, backup codes, passwords, private account links, full card numbers, bank details, government ID images, private payment details, or remote-access invitations in ordinary support email.

Template copy

Thanks for contacting us about the security-code issue. We can check the store-side record tied to your account email and explain the next support step available. Please send only the account email, visible error message, and any order number you already have. Do not send security codes, one-time codes, backup codes, passwords, private links, full card details, or bank information. Once we review the available record, we will reply with the next support step.

Adapt it safely

  • Never ask customers to paste verification, security, or backup codes.
  • Replace verification promises with one process-based support step.
  • Ask for visible error text instead of screenshots containing secrets.
  • Use your own store policy before describing any account-support process.

More security-code templates

Security code not working first reply templateA first response when a shopper says a login or verification security code does not work. Two-factor code not working templateA safety-first reply when the shopper says a two-factor authentication code is not accepted. One-time code expired templateA cautious response when a shopper says a login or verification code expired before it worked. Verification code not received templateA reply when the shopper says a verification or security code never arrived. Verification code wrong email templateA careful reply when a shopper thinks a security code went to the wrong email address. Security code too many attempts templateA response when the shopper sees too many code attempts or a temporary verification block.