Should support staff be able to change a customer’s login email?

Only after verifying identity, ideally with a request from the current address. Account takeovers often start with a convincing support email.

What if the reset email never arrives?

Check the address on the account for typos and look at your email provider’s logs for bounces. Corporate spam filters often quarantine reset emails.

How do I handle a lost two-factor device?

Ask the customer to use their backup codes first. If they have none, run your identity check before resetting it.

Can't log in: SaaS support reply templates

Login problems are urgent for the customer and usually simple to fix: the wrong email address, a reset link in spam, a Google sign-in account versus a password one, or a lost two-factor device. These replies walk through the likely cause without confirming account details to someone you have not verified.

Updated 11 October 2026

Subject: Getting you back into {workspace}

Hi {first_name}, Sorry you're locked out, let's get you back in. I've sent a fresh password reset link to the email address on your account. It expires in an hour, so if you don't see it in a few minutes, check your spam or promotions folder. If you originally signed up with Google, the reset won't help. Use the "Continue with Google" button on {login_url} instead. Still stuck? Reply and tell me what you see when you try, and I'll take it from there. Best wishes, {agent_first_name} {workspace}

Subject: Your {workspace} account access

Dear {first_name}, Thank you for contacting us about access to your account. For security, we have sent a password reset link to the email address registered on the account. The link is valid for one hour. If it does not arrive, please check your spam folder. If your account uses single sign-on, please sign in through your identity provider at {login_url}. If you have lost access to your two-factor device, reply from the registered email address and we will verify your identity before resetting it. Kind regards, {agent_first_name} {workspace}

Subject: Password reset sent

Hi {first_name}, I've sent a reset link to the email on your account. Check spam if it's not there in five minutes. Signed up with Google? Use that button at {login_url}. {agent_first_name} {workspace}

{first_name}Filled by Hobson: The customer's first name.
{login_url}: Your app’s sign-in page.
{agent_first_name}Filled by Hobson: The first name of the teammate sending the reply.
{workspace}Filled by Hobson: Your company or product name.

When to use it

A customer says they cannot log in or the password reset email never arrives.
Someone signed up with Google and is now trying to use a password, or the other way round.
A customer has lost access to their two-factor authentication device.

How to use it

1
Check the account first
Look up which email and sign-in method the account uses before replying, so you send the right fix the first time.
2
Verify before changing anything
Only change the email address or remove two-factor after the request comes from the registered address or passes your identity checks.
3
Ask what they see
If the first fix fails, ask for the exact error message or a screenshot rather than guessing again.

Common mistakes

Confirming whether an email address has an account to someone you have not verified.
Removing two-factor authentication because the request sounds urgent.
Sending a reset link when the customer signs in with Google or SSO, where a password does not apply.

What they usually ask next

Once they are back in, customers often notice a charge they want explained. Billing question

Related templates

All saas support templates