Account-security email template

Security code device issue template for Shopify merchants

A low-risk troubleshooting reply when the code issue may depend on device, browser, or email app context. 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 low-risk troubleshooting reply when the code issue may depend on device, browser, or email app context.

Keep these guardrails

  • Ask for device/browser context without remote access
  • Do not ask for codes
  • Keep troubleshooting optional and non-invasive

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

Device and browser context can help support understand the issue without needing access to your account. Please send the account email, device, browser, and exact error message. Do not send security codes, passwords, backup codes, private links, remote-access invitations, or payment details. We will review the available record and 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.