Verification code not received template for Shopify merchants
A reply when the shopper says a verification or security code never arrived. 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.
Use this when
A reply when the shopper says a verification or security code never arrived.
Keep these guardrails
- Avoid saying the code was definitely sent
- Suggest safe inbox checks without blame
- Do not ask for passwords or mailbox access
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
We can check the store-side record connected to your account email and the verification issue you reported.
Please send the account email and any visible error message. Do not send passwords, one-time codes, backup codes, mailbox access, private links, or payment details.
You can also check spam, promotions, and alternate inboxes while we review the available record.
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 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.