Credit Card Will not Work!

[MehreenBhatti]

I recently got the Sephora credit card. The actual card came in the mail and it has been activated. I am unable to make a purchase online. It keeps saying Payment error - your payment could not be processed. Please verify that your card number, expiration date and cvn are correct and that your billing address matches what the bank has on file. We have reversed any pending charges to your account." Please help!

[LilyA121219]

Hi there! I am having the same issue, I have opened a ticket with the card service but have heard nothing back. 

[Teamseirin]

Hi! I just had this issue resolved!! Super simple. Just add your card from account settings instead of on the checkout page! 

[Leonerd]

Why is this still an issue in 2024?!? I am having this issue and it is extremely frustrating!! Makes me not want to shop here anymore

[LaurieBT]

Hi @Leonerd,

I'm sorry to hear this! It looks like your private messages are turned off, and you can adjust your preferences in your Community settings. If you would like to send me a private message with more details, I'll be happy to look into this further. Alternatively, you may contact our live chat at https://www.sephora.com/beauty/contact-us or call 1-877-SEPHORA (1-877-737-4672). If the chat is unavailable, please keep the page open until the next agent becomes available.

Best regards,

Laurie  

[Sharon0512]

2024 and I'm having the same issue!!

[keelybt]

@Sharon0512 I will send you a PM. 

[v3lvetfair]

Did anyone ever get this issue fixed? I can't add or use mine either. What's the point in having the option to activate online when it doesn't work afterwards?

[DaneeBT]

Hi @v3lvetfair,

I'm sorry to hear that! I sent you a private message.

Always,
Danee

[AH123]

To resolve this:

Call 1-866-702-9946 (They are open late). 

They need to activate the credit card. 

I had already made a purchase on my credit card before (the day I signed up for the card). The bill was paid timely, so I was unsure why it needed activating. 

The reason is that when I made the original purchase on my credit card, they had done a card lookup through their system. You still need to manually call and activate the card to set it up now. After manually activating, you should be able to make online purchases without any issues. The call was about 5 minutes and my purchase went through after she activated. 

[Nickelodeon97]

I can’t believe this is such a common thing?! 

I've been on hold for nearly 1 hr. I need help!! I can’t purchase anything and it’s a brand new card that’s been activated and never used 😩

[DaneeBT]

Hi @Nickelodeon97,

Oh no! I'll send you a PM.

Always,
Danee

[danicross123]

I have been going through the same thing, I called the number on the back of the card AND Sephora directly all that happens is they say to talk to the other party and I get sent back and forth. Extremely frustrating. 

[MsGivens]

How was this resolved? Running into the same problem! 

[DaneeBT]

Hi @MsGivens,

I'm sorry for the trouble you're having! I'll send you a PM.

Always,
Danee

[Anonymous]

Mine isn't working either. Customer service is horrid. The card is brand new and I activated it not even an hour ago. I need to pay an invoice and the card won't work. It's to a point where if the card won't work then I will be passing up on a really big opportunity in my career as a musician and I've worked too hard for that to happen. I need someone to help me and I would rather jump off a cliff than ever call their customer service hotline ever again. 

[DarienPage]

same thing is happening to me! can someone help me please!?

[LaurieBT]

Hi @DarienPage,

I'm sorry to hear this! I'll take a look further and I'll send you a message.

Best,

Laurie

[Megan205]

Mine is doing the same thing! What can I do to fix this? 

[keelybt]

@Megan205 I will take a look and send you a PM. 

[AniP1013]

Did you solved the problem? I’m so disappointed my card says the same thing so disappointed