Retext

Password reset help email templates

"I can't log in" is one of the most common tickets in any software support queue, and most of them are solved by the same four steps. This template walks through those steps, covers the reasons the reset email goes missing, and stays security-safe: it never asks for a password and never resets an account without confirming who's asking.

Template;cs-pw-reset
Hi Customer name, Sorry you're locked out. Here's the quickest way back in: 1. Go to Reset link 2. Enter the email address on your account 3. Open the reset email and choose a new password (the link works for [1 hour]) If the email doesn't arrive within a few minutes, check your spam or promotions folder, and make sure you're using the address you signed up with. Work accounts sometimes block automated emails, so a personal address can help. Still stuck? Reply and I'll check your account. Please don't send your password, I'll never need it. Your name
Then type ;cs-pw-reset in any app.

Variations

The same message for a different channel or tone. Copy the one that fits.

For a quick chat reply when they just need the link.

Chat
You can reset it here: Reset link. The email can take a few minutes and sometimes lands in spam. Let me know if it doesn't show up.

When they've lost access to the email address too and you need to confirm it's really them.

Verify identity
Hi Customer name, I can help, but because this is about account access I need to confirm it's you first. Please reply with: - the email address you think the account uses - the last four digits of the card on the account, or your most recent invoice number Once I've matched those, I'll update the account email for you. This step protects your account from anyone else asking. Your name

When to use it

  • A customer says they can't log in or never got the reset email.
  • Someone has lost access to the email address on their account.
  • A chat asks for the reset link.

What to avoid

  • Never ask for the customer's current password, and say so.
  • Don't change an account's email address on request without verification.
  • Don't send a reset link from your own admin panel to an address that isn't on the account.

The fields in this template

Retext fills these in when the snippet expands. In plain text they become [brackets] to replace by hand.

Customer name{fill:Customer name}
Their first name.
Reset link{fill:Reset link}
Your password reset page, e.g. "app.example.com/reset".
Your name{fill:Your name}
Your first name.
More about dynamic fields

Tips

  • •Save the reset link in the snippet once if it never changes, and drop the fill-in.
  • •Retext never expands a snippet into a password field, so a trigger typed into the wrong box on a login page does nothing.
  • •The verify variant is worth agreeing with whoever owns security before you use it.

Works in Zendesk, Intercom, Help Scout and every other app

Retext types the snippet wherever your cursor is. To use a different version in one app, give it the same trigger and limit it to that app with per-app snippets. They go by app, not website, so every tab in your browser counts as one app.

Use it with your team

Put the identity check in a shared snippet so every agent asks for the same proof. Inconsistent verification is how account takeovers happen.

See Retext for Teams

Questions

Why don't password reset emails arrive?

Usually because they're in spam, the customer is checking a different address, or a work email filter blocked it. Ask them to check those first, then check your email logs.

Can support reset a customer's password for them?

Most teams shouldn't set a password directly. Send the reset link, or change the account email after verifying identity, so only the customer ever knows the password.

Related templates

Troubleshooting steps

;cs-try-steps

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Hi [Customer name], Sorry about the trouble with [Problem]. These steps fix it in most cases. Try them in order and stop…

Request more information

;cs-need-info

Customer support

Hi [Customer name], Thanks for the details so far. To get this fixed in one go, could you send me: That's all I need. As…

Ticket received

;cs-got-it

Customer support

Hi [Customer name], Thanks for getting in touch. I've got your message about [Topic] and I'm looking into it now. I'll g…

All customer support templatesBrowse every snippet pack

Type ;cs-pw-reset, get the whole reply

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