Gift card unused but $0 balance

[lily33218]

My boyfriend bought me a $150 gift card and when I went into Sephora today the worker said it was invalid and had zero balance. Weird because I had just scratched off the number and pin at that moment inside the store…. My boyfriend is 100% sure it was activated. Why is this happening to so many people?? Help 

[irinakh]

I've got the same issue, I won a $25 gift card at my company's Halloween party, scratched off the number, entered it on the website, and got a notification that the card has a $0 balance. Could someone help me fix this please?

[jendigs5]

A similar situation happened to me. I received an egift card and tried using it online and on the app, but it would not work. I contacted Sephora customer service and talked to 4 different customer service representatives and was told there was nothing I could do! And, yes, one hung up on me despite being very kind. I was told it was cashed out to Cashstar after being purchased and they do not replace cards for any reason. Mine was for $75, had been in my apple wallet since I received it, and I know it's never been used.  It's completely unacceptable! 

[TyleehaBT]

@irinakh I'm sorry to hear that happened.  It looks like your private messages are currently turned off. Please send me a private message with your order number or you can contact us via Instagram, Facebook, or Twitter. 

[c3bracewell]

Ugh, same issue. Just recieved a $50 gc from my mom for my birthday. She bought it at Kroger. Never used, never scratched, have authorization receipt. When I went to use it on the site yesterday, it says the card has a $0.00 balance. Why is this such a prevelant problem? How can it be remedied? Help please. 

[keelybt]

@c3bracewell I have sent you a PM for more information.

[cynthiaf12]

Same exact thing happened to me today. I was trying to purchase something with a $40 Sephora gift card and they told me it had a $0 balance. Keep in mind, I literally peeled the gift card off right there and then, brand new. I called customer service and all they could tell me was that it was used with an online purchase which was definitely not me. 

[LaurieBT]

Hi @cynthiaf12,

I'm sorry to hear about this. It looks like your private messages are turned off, and you can adjust your preferences in your Community settings (on the browser only, not the app). If you would like to send me a private message with more information, I'll be happy to look into this. 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. Thank you!

Best,

Laurie

[CarAlan]

I got a $50 gift card for my birthday in April from my mother in law. I went to use it two weeks ago and the Sephora check out girl said it had a $0 balance. The back had not been scratched off yet and it was never used. I went to check it myself online to make sure and it said $0. 

[DaneeBT]

@CarAlan Oh no! It looks like your private messages are currently turned off. You can adjust your preferences in your settings on a browser, not the app. Please send me a private message with your gift card number or you may contact us via phone at 1-877-737-4672 or via our live chat for assistance. 

[bananatokyo]

Same issue for me too. I received a $150 gift card and I had just scratched off the number and pin. When I entered those numbers at checkout it shows I only have a $100 balance. Hope someone from Sephora could assist 

[DaneeBT]

@bananatokyo sorry to hear that! It looks like your private messages are currently turned off. Please send me a private message with your gift card number or you may contact us via phone at 1-877-737-4672 or via our live chat for assistance. Thank you!

[xxsdd]

I am having the similar issue. Tried phone and chat, and haven't had it resolved. Since this is a gift, it's too awkward to ask for a receipt at this point. 

[LaurieBT]

Hi @xxsdd,

I'm sorry to hear this! If you'd like to send me a private message with more information I will take a look further.

Best regards,

Laurie

[Kenzimcp]

The same happened to me and I have the receipt proving purchase

[xxsdd]

hmm for some reason when I try to send you a message it gives me an error. 

"Oops! Looks like you clicked into a wrong page.

Click here to go back to the Beauty Insider Community."

[LaurieBT]

@xxsdd, it looks like your private messages are turned off. You can adjust your preferences in your settings.

[bbweiler]

I am also running into the same issue. I got a gift card for Christmas last year, have never used it and have the receipt with the amount on it and it is coming up with $0 balance when I try to use it. 

[DaneeBT]

@bbweiler I'm sorry to hear that! It looks like your private messages are currently turned off. Please send me a private message with your order number or you may contact us via phone at 1-877-737-4672 or via our live chat for assistance. Thank you!

[maddietimmer]

I also just had this issue today. I received a $25 giftcard about 3 weeks ago and tried to use it today for the first time in-store. The lady helping told me the balance was $0. I have the receipt from the original giftcard purchase and it does show $25 was loaded. Was wondering what I could do about this?

[keelybt]

@maddietimmer I'm sorry to hear that I will send you a PM.