Account-security email template

Two-factor code not working template for Shopify merchants

A safety-first reply when the shopper says a two-factor authentication code is not accepted. 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 safety-first reply when the shopper says a two-factor authentication code is not accepted.

Keep these guardrails

  • Never ask for the two-factor code
  • Avoid bypass instructions
  • Use the account-support process instead of security workarounds

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

For your safety, please do not send your two-factor code, one-time code, backup code, password, or private account link in this email. We can check the store-side account record using your account email and any order number you already have. Support will reply with the next account-support step available through the store process.

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. 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.