I CANT LOG INTO MY ACCOUNT - Email and password not working

[Ayeshkal]

Hi, everytime I try to log into Sephora it won't log in and I tried to reset my password but it won't even change it. It says: " There is an error with your email and/or password. Passwords are 6 to 12 characters long. Please try again or click "Forgot Password?"." and when I try to press forgot password and click on the link to rest it says "There is an error with your email and/or password. Passwords are 6 to 12 characters long. Please try again" I dont know what to do 

[RoRoPerez]

Hi everyone!
I am having the same issue. It gives me a password error, then it doesn't let me change my password. I reached out to customer service and they said my account didn't exist!? But i have been a Sephora customer (with the same email and phone number) for over 15 years! 
I tried creating a new account with my same information and it let me, but I have ZERO history and ZERO points. 😞 

Any help or guidance would be greatly appreciated!

[LaurieBT]

@RoRoPerez, 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 (on the browser only, not the app). If you would like to send me a private message with more information, I'll look into this. Please provide:

- Your registered email address

- The specific error message you receive when you attempt to reset your password.

- Does this issue occur on the app, mobile browser, and/or desktop browser? 

- A screenshot would be helpful.

Alternatively, for immediate assistance, 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!

[ilanadm]

I am experiencing a very similar issue, every time I try to sign in on my mobile device it says "Error: We're sorry, something went wrong, please try again later." Please help! I've tried updating and redownloading the mobile app, but nothing is working! 

[MadelynEliza]

I am also having this problem!

[keelybt]

@MadelynEliza  It looks like your private messages are currently turned off. Please send me a private message with your registered email address and a picture of the error message or you can contact us by phone at 1-877-737-4672 or through our live chat for assistance> https://www.sephora.com/beauty/customer-service

[DaneeBT]

@ilanadm sorry to hear that! It looks like your private messages are currently turned off. Please send me a private message with your registered email address and additional details or you may contact us via phone at 1-877-737-4672 or via our live chat for assistance. Thank you!

[teehee92813]

 i have the same thing everytime I try to sign into my account it doesn't work it says We’re sorry, there is an error with your email or password. Remember passwords are 6 to 12 characters (letters or numbers) long. Please try again or click Forgot Password. like what  HELP

[LaurieBT]

Hi @teehee92813,

I'm sorry about this! I'll send you a message shortly.

Best,

Laurie  

[DebPaul]

I am having the SAME issue, unable to reset password, unable to get into my account. I did phone customer service, as error message instructed. She could not reset on her end….and “escalating to IT “ may take few days. I am looking at others with same issue, sounds like there may not be an IT department. Please assist.

[kittenn]

I'm having the same problem and customer service was absolutely no help>

[DaneeBT]

Hi @kittenn Oh no! I'll send you a PM.

[chicklepick]

Please pm me too what do i do.

[DaneeBT]

@chicklepick I'm sorry to hear that. I'm sending you a PM. 

[MSDorsey]

Hi There, same thing is happening with me. I had to make a new account. How can I get back in to my original account?

[LaurieBT]

Hi @MSDorsey,

I'm sorry to hear this and I'll send you a message to assist.

Best,

Laurie 

[LaurieBT]

Hi @Ayeshkal,

I'm sorry about this! I'll send you a message shortly.

Best regards,

Laurie 

[Sroy123]

Hi, my issue is similar! Every time I try to log into the Sephora App it let me won't log in with my password.  It says: " There is an error with your email and/or password. Passwords are 6 to 12 characters long. Please try again or click "Forgot Password?"." and when I try to press forgot password and click on the link to rest it says "There is an error with your email and/or password. Passwords are 6 to 12 characters long. Please try again" I don't know what to do b/c my password IS correct. My info works online BUT NOT on the APP! Please help!

[LaurieBT]

Hi @Sroy123,

I'm sorry to hear this. Can you please try uninstalling and reinstalling the app on your device? I'd also suggest checking that your device is fully updated if possible. If the issue persists afterwards please let us know. 

Best regards,

Laurie 

[mvlak]

hi! so an employee actually created my account, so i dont know what the password is, and when i press forgot password, it persistently says "theres been an error" and i have  created a new account, which is the one i am talking to you on, however i wanna know how to get to my old account because i have points on there from recent purchases. @LaurieBT 

[LaurieBT]

Hi @Ayeshkal,

I'll send you a message to assist!

Best,

Laurie