Login problem reply templates

Hi [Customer name],

Sorry you're stuck outside your account. A few things usually explain a missing reset email:

1. It landed in spam, promotions or a filtered folder. Search your inbox for [sender address]. 2. The account uses a different address. Do you possibly have [Product] under another email, or a work address? 3. Your company's email server is holding it. If so, ask IT to allow messages from [sending domain].

I've also checked on our side: [result: the last reset email was sent to this address at (time) / we don't see an account with this address].

If none of that works, reply here and I'll help you with another way in.

[Agent name]

Hi [Customer name],

That happens, and there's a way back in.

If you saved the backup codes when you set up two-factor authentication, you can use one of them on the login screen instead of a code from your app.

If you don't have the backup codes, we'll need to confirm you own the account before we turn off two-factor authentication. Please reply from the email address on the account and include [verification details your process requires, e.g. the date of your last invoice or the name of your workspace].

This takes a little longer than a normal login fix, but it's what stops someone else from doing the same thing to your account. Once we've confirmed it's you, I'll reset it and you can set up two-factor again on your new device.

[Agent name]

Let's get you back in. Which email do you use to sign in? I'll check whether the account exists and resend the reset link. If it doesn't arrive in a few minutes, please check your spam folder for a message from [sender address].