ChatSign-in code or reset link
Sorry you are locked out. On the sign in page, enter your email and we will send you a 6-digit code / reset link. If nothing arrives within a few minutes, check your spam folder, or reply here with the email you used.
Password reset reply template
Locked out, then back in within a minute.
Walk the customer through the sign-in code or reset link, and say what to check when the email does not arrive.Updated · By Ziyad BasheerShort answer
Most store login problems are a reset email or sign-in code that went to spam, or an account under a different email. Tell the customer how to request a new one, what to check, and that guest checkout works meanwhile.The templates
Fills in from Shopify, with a fallbackYours to fill in
EmailStill locked out
Subject: Getting you back into your account
Hi customer.first_name,
Sorry for the trouble signing in. A few things to try:
1. Request a new code / reset link from the sign in page. Only the newest one works.
2. Look in spam and promotions folders for an email from store email.
3. Try your other email addresses. Accounts belong to the email used at first checkout.
You can still order as a guest in the meantime. If none of this works, answer this email and a teammate will check your account directly.
Internal noteBefore you reply
Login problem. Confirm an account exists under this email before changing anything. Never change the account email from a chat request alone.
When to use
A customer cannot sign in to their store account, or never gets the reset email or code. Not when they want the account deleted.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.
Only if
They cannot sign inYour account login topic is detected, for example “My code never arrives”.
Still stuckOptional: is first message is not true, so a repeat problem goes to a teammate.
Example conversation
Customer
I can't log into my account. It keeps asking for a code that never comes.
Aide
Sorry you are locked out. On the sign in page, enter your email and we will send you a 6-digit code. If nothing arrives within a few minutes, check your spam folder, or reply here with the email you used and our team will check the account.
Customer
Found it in spam. Thanks.
✓Answered from your account help article
Frequently asked questions
Stores on Shopify's newer customer accounts sign customers in with a one-time code sent by email, so there is no password to reset. Stores on the older accounts still use a password and a reset link.
Check spam, request a fresh one, and confirm the address is the one on the account. If it still does not arrive, a teammate can look the customer up in Shopify.
No. Aide explains how to sign in and passes stubborn cases to your team. Account changes stay with a person.
No. With Aide, a shopper can give the order number plus their checkout email to get help with that order.
Send this with the order filled in
Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.