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Linking VIB to account?
Hi, I have a VIB card that I use in store. I have 900 points on it (I was just in the store today and they told me! I have the silver card too) But when I tried to actually log on online, it says that I don't have any points, so what's up with that? :/ How do I link them? I tried my different emails to see if my card is linked to a different email, but they aren't recognized.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
ElleBarry2013,   I'm happy to help with this! I'll send you a PM now. see post
Cancelled Order???
I've been waiting for a shipping confirmation for a few days and nothing. So I log in on here and find out that my order was cancelled??? I didn't even get an email explaining or letting me know anything!? Can someone please let me know what is going on?? I used my points and a gift card. The money was still taken out of my account. This wasn't a cheap order either. 
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Apala006,   Sorry about that! I'll PM you in a moment with more information.. see post
Prevoiusly Made Purchase
I'm new to the Beauty Insider program but I've already spent over $80 at a store (through JCPenny), so I was wondering if I would be able to recieve points for a purchase made before I joined the Beauty Insider program, if I still have the receipt? Thank you!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi DannyGold,   I'll send you a PM to help out with this! see post
Cancelled Orders-Why?
Hi, I just got my order cancelled twice this week. 1st one got cancelled, i reordered and it went thru, then realized i forgot to order a few things and decided to order again. But the second one didnt come thru and got cancelled again. Why? Im new to Sephora and its my first time ordering online. Im a bit disappointed at how this is happening. Its a bit frustrating when you want a good shopping experience and u end up with bad service. I made 2 purchases today with more than 100$ on each order and the last one was cancelled. Can you please give me a bit more of information as to why this is happening? Thank you so much.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi TheBeautyBreak,   Sorry about that! I'll look into this now and PM you shortly with more info. see post
VIB
I joined the Beauty Insider program in March and recently reached 360 points and went to a Sephora store to pick up a VIB card. However, I was told by the worker there that I needed over a 100 points more to reach VIB status. I thought you needed 350 to reach VIB?    Any clarification would help, thanks!
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Lilly,   VIB status is based off of your year-to-date spend total and not on the amount of points in your account. I'll send you a PM regarding your status soon! see post
Why is my order still processing?
I placed an order on May 26th and it still says in progress when an order i placed after that has already shipped
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Hope2515,   Sorry to hear about this! I'll take a look at the order and send you a PM soon. see post
Unsuccessful authorization?!
I ordered last May 26 and got order confirmation and it successfully took money from my debit card. I was waiting for the shipping confirmation but it never arrived so I decided to check my Sephora account to find out that my order got cancelled due to unsuccessful authorization. The sad pard here is that my order includes limited edition palette that is now out of stock. Is there a way to resolve this? I also contacted my bank to ask if the problem was from them. I recently got a successful order using the same debit card and same shipping address so this is really puzzling to me. Please help.
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi angelmd,   I'll take a look into your order and send you a PM soon! see post
Unsuccesful Authorization
After i placed an order on wednesday 25th of may and i got a confirmation email from sephora.com then my bank sent me also a confirmation  that they charged me with the cost of the order, i get an email on the 26th of may from sephora  that the order has been canceled due unsucessful authorization, what should i do? please respond as soon as possible. 
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zainabghanemm / NEWCOMER / replied
i cant find any messages in my pm, did you send anything? see post
missing item in a set
I just received order # yesterday and opened last night. The order includes  KORRES Magic Light Contouring Blush Duo ITEM 1834860. This item should have 2 blushes since it is a set and it is also stated a duo on its name.However, I only receive one blush whose  name is Mykonos. In addition, Korres item is placed  inside a plastic clear bag and It is teared off when I got the package. So,  I thought maybe I misunderstand  the item at first then, I googled and found out there should be 2 blushes. The photo is presented on sephora website which also has 2 blushes.   The question here is : Does the Korres item has one blush or two blushes? If it has two blushes, how can I get the other one since it was on sale and is out of stock ? If it only has one, please inform me.   Thank you!
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kimbui2015,   I'm so sorry for the confusion surrounding the situation! I will send you a private message to assist you with this.   Always, Danee see post
VIB ROUGE CARD AND WELCOME KIT
Hello,   I have been a VIB Rouge member since December of 2015 and have still not received my card. My sister who is also a VIB Rouge member received welcome kit which I was not even aware that there was one. I usually purchase my orders online (I am not sure if this has something to do with it) However, I have made one purchase in stores. I was wondering if you could help me in finding out how I may get my card and if I am still able to receive the welcome kit.   Thanks so much, Danielle
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi danigiar,   Regretfully, most of our Sephora stores are no longer issuing VIB Rouge cards as you can now access your virtual card directly on the Sephora To Go ap... see post
Summer minis promo
I never received an email about the current Summer minis promo. I am disappointed that I didn't get the email and now many of the items that I wanted to try are out of stock. I checked my account and I am subscribed to emails, so I don't know why I didn't get it.
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bertina,   Sorry about that! I'm happy to take a look at your email subscription settings for you and I'll PM you soon with more info. see post
Unsuccessful authorization help
Hi my order has been cancelled again even when I had ordered on a residential address. Pls help
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Arshij,   I'll take a look and PM you shortly with more info! see post
Missing samples
Just received my order. The main item is fine, but none of the samples are in the box..?
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi xosmileyox5,   Sorry to hear that! I'll send you a PM in a moment to help. see post
Order cancelled because of Unsuccessful Authorization! Money sent from card... what i need to do now...
What i need to do now... i need to buy all that stuff i ordered...
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi DmitryTsar,   I'll be happy to look into this for you. I'll send you a private message with more information in just a moment!   Always, Danee see post
Sephora Account and VIB Not Merged.
When I sign into my account to purchase a product, none of my points, past orders, nor information show. It also prompts me to join the Beauty Insider program which I am already a part of. A while back there was an instance where I swapped emails from a now deactivated email to my current one and there was an issue with my email and Beauty Insider account not being joint which was then merged. Now the same issue is happening again. I'd hate to purchase the product and not receive any points.  
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi bryannanicholex,    I am going to send you a private message regarding this. Please check your inbox when you have a moment. Thank you.   Best, Mali see post
Return Package Not Tracking
 Hello,   I dropped off 2 packages for return at the post office exactly one week ago, but when I click on "Track Your Return" in my emails with my shipping labels, there are no updates at all - it just says to return by June 13. I noticed the tracking system for return seems different from what I've used before, so I'm hoping maybe it's just a tracking glitch with the new system, as this is getting worrisome. Hopefully there is another way you can help me track these!    Thanks!
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MaliBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi MrsBlueSky,    I am going to send you a private message regarding this. Please check your inbox when you have a moment. Thanks!    Best, Mali see post
Strange account issue
I'm having a really frustrating issue with my Sephora account.   I first noticed this in January, that when I log into my account with my email address, I see someone has been making purchases all over the world with my account! My password always needs to be reset, which isn't an issue since it's my email, except that someone keeps changing all of the information! Birthday, eye color, hair texture, etc. They make thousands of dollars in purchaces, have given my account VIB Rouge status.   I contacted customer service in January, only for them to just reset my password and tell me to enjoy the new rouge status, except that it doesn't show up at all when I go to make a purchase at sephora stores, and whoever is making these purchases is still making them on my account as of 2 days ago. Now I'm annoyed and afraid my information will be stolen by sephora if I try to make an online purchase, which I would like to do because I'm interested in the current promotion. I've avoided sephora like the plague since then because I feel like they've abused my information, but given the flagship store is down the street, I would like to be a part of the their promotions going forward, if this can get resolved.   I considered making a new account with a different email address, except that the email attached to this account is my main email address associated with my online banking and so forth, I don't just want to leave it for someone else to be signing in on! Especially since the email is composed of my first and last name.    My first thought was that someone was signing in on my email, but now I think somehow our account numbers are the same? This is the only conclusion  can think of because they aren't otherwise using my email address.    Has this happened to anyone else?    
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi RosieHedgehog,   I'm sorry to hear about these issues! I'll PM you in just a moment for more information. see post
Orders Keep Getting Cancelled
Hi, I've had numerous orders cancelled recently and gotten no definitive response as to why.   Most recently, yesterday I received an email that an order was canceled due to a stock issue, but when I went and re-ordered the items that were still in stock, my order was canceled due to being unverifiable.     I have re-ordered that item  again  and it is still sitting in 'in progress' status from yesterday.   Please advise what the issue is here.     @JaneanBT   @KatieBT  
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HALL OF FAMER Mochapj / HALL OF FAMER HALL OF FAMER / replied
@StephanieBT @candacebt @KatieBT @keelybt @JaneanBT   Could someone please assist me with this???   I just got off the phone with the CS line and not only were ... see post
I opened two VIB accounts by accident and earned points on both of them, is it possible to transfer points to 1 account?
I was curious if it would be possible to transfer my points from one of my accounts to the other one, so I just have one account with points on it? I have one that I've been getting points from in-store purchases (using my VIB card), and another one that I was getting points on through online purchases without realizing my VIB card was sending the points to a different account.
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Violetsign1, I will be happy to help you with that. I will send you a message for more info :) see post
Missing products under my past purchases
I haven't noticed this issue before, but when I checked today to reorder a foundation I bought, it wasn't anywhere from my past purchases. So I began looking through the list and I noticed a few other items missing. I can see the items I bought within the same purchase as the missing products. Is there a way I can see my past purchases?
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Rebe1234, If it's a product that is no longer available on our site or that we don't carry online, it won't add the picture to your to your purchase history but you w... see post
Why is my FLASH shipping not automatically applied to my 2nd order?
Why is Flash shipping not automatically applied to my 2nd order. Please fix this. This is very upsetting, I paid for this service so why can I not avail of it/why is it not applied for my 2nd order? 
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keelybt BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Answrme, I will look into this for you and send you a message with more info. see post
Forgot to use VIB card for purchase
I recently forgot to use my VIB for a expensive purchase. I called customer service, but they said I can only get the points added. I spent over 300 dollars and thought it should count towards my status. How is this fair? 
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StephanieBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kmatts16,   I will take a look at your account and send you a PM with more info shortly. see post
MY ORDER STATUS IS UNSUCCESSFUL AUTHORIZATION FOR THE 2ND TIME
Hello,   I order status say  unsuccessful authorization. Could you help me, please?
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DaneeBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi aifa,   If you still have not yet received the private message, please send Janean or me a private message and we'll be happy to assist you with this!   Alway... see post
Shipping Returns from 2 separate orders, but 1 return box
Hi there!   I have two items I want to return. They are from separate purchases, but I want to return them in one shipment. I know when I fill out the return form, I have to enter the original order number. Which order number do I enter? Do I need to ship in 2 separate boxes? Thanks!
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi Cecilia08,   I will send you a private message with more information. Please check your messages when you have the chance. Thank you!    Best Wishes,   Ja... see post
I have 2 beauty insider accounts. One in-store and online. How do I combine them?
I have a sephora account online with points but I also have an actual card that gets scanned in the store, They are two different accounts though. I'm wondering how or if I can combine the two accounts
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @jolieennoir,   I will send you a private message so that I can help you with this. Please check your messages when you have the chance. Thank you!    Best Wi... see post
Unsuccessfule Authorization on Shipment
I ordered last May 22, Sunday and I have not received any shipment updates yet. While I was tracking it with my account it showed unsuccessful authorization. What should I have to do?
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi @Ehmish,   I am very sorry for the confusion. I will send you a private message shortly with more information. Please check your messages when you have the chanc... see post
Hello! None of my beauty insider points are showing up.
Spoiler (Highlight to read) Ever since I have signed up for the sephora rewards card, it has not shown up online. It says that I have no points and that I am still at the beauty insider level but I have a VIB card. This makes it very difficult because I would like to buy online but I dont get to add onto the points.  Ever since I have signed up for the sephora rewards card, it has not shown up online. It says that I have no points and that I am still at the beauty insider level but I have a VIB card. This makes it very difficult because I would like to buy online but I dont get to add onto the points. 
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JaneanBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi marissa1416,   I am very sorry about that! I will send you a private message so that I can help you with this. Please check your messages when you have the chance... see post
my daughter used my rewards card, how can i edit my shoping list so that it doesn't effect my personal recommendations
NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi alicia71,   Just FYI I moved your post from Ask the Experts to Customer Support.    The recommendations listed in your account will be based off of your profi... see post
sample of a product in stores & the name wore off
I sampled a foundation in the Lansing Michigan store and loved it however the name had worn off the bag immediately and i never had a chance to write it down. Does the store keep a list of the products that you are given to sample?  
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi kflara,   Sorry to hear about this! I'd suggest reaching out to the store to see if they have a record of this or if they can help you identify the foundation. Yo... see post
no packaging return
I have a tartlette palette that I purchased in store that I would like to return , I threw away the box and dont have the receipt but the purchase does show in my beauty insider purchases. Is there anyway to still return to a sephora store ? 
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NikaBT BEAUTY ADVISOR / BEAUTY ADVISOR BEAUTY ADVISOR / replied
Hi dmarie95,   I'd recommend reaching out to the store for more details on the return or exchange process, but generally in my experience not having any outside pack... see post