Account-security email template

Security code not working first reply template for Shopify merchants

A first response when a shopper says a login or verification security code does not work. 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 first response when a shopper says a login or verification security code does not work.

Keep these guardrails

  • Acknowledge the issue without asking for the code
  • Ask for safe lookup details only
  • Warn customers never to email one-time 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 letting us know. We can check the store-side record connected to your account email and review the next support step available. Please send the account email and the exact error message you see. Do not send the security code, one-time code, backup code, password, private account link, card details, or bank information. After checking the available record, we will reply with the next support option.

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

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. Security code after password reset templateA reply when a shopper reset a password but the security code or verification step still fails.