Can't check out despite order total owed being $0.00

[Anonymous]

I have been trying to make a purchase using my gift card that has not been used before. I was worried that it had been used by someone as it had been emailed to a now compromised email account and one of your BTs refused to transfer it to my account as credit, but I have checked again and again and the full total is still there.

Despite this, I keep getting a message saying that "Your Gift Card credit is less than Order Total. Please add another payment method." I have deleted the gift card and entered it again, yet the same problem comes up.

However, as my order total is less than half of the gift card credit, this does not make sense. Even the order total comes up as $0.00, signalling that I have met the order cost criteria and do not need to make any further/other payments. The 'PLACE ORDER' button remains grey, however, and there is no way to make the purchase.

I am wanting to put through this order using the 15% off RougeVIB code (despite not feeling particularly VIB from the treatment I have been receiving, which seems to be the trend with my fellow RougeVIBs...) but it will expire soon. Is there any way this can be resolved ASAP before the code expires?

Thanks.

[DaneeBT]

Hi asaphia,

I'm sorry for the trouble you're having placing your order using your Gift Card on our mobile app! I'd suggest closing the app and re-opening it and making sure it is fully up-to-date. If you're still unable to place your order, please try placing your order on a desktop or you can always give us a call at 1-877-SEPHORA (1-877-737-4672) so that one of our representatives can assist you. I understand this may be frustrating and I apologize that this is happening!

Always,

Danee

[Anonymous]

Hi Danee,

I've just come back to this thread because I had previously tried what you had suggested and even re installed the app, but the same thing is still happening with the same comment. I haven't had problems with this previously when paying by credit card or online store credit. Because I am travelling for the next six months, my phone will be my primary device, and I imagine, at times depending on where I am, my only device. I would like to be able to order things like birthday gifts while I am away, as well as make an order around my own birthday to get the VIB Rouge birthday gift. Is there no other way to fix the app from making this error? I really don't want to have to use my credit card when I have a sizeable gift card to use first. Thanks again.