I can’t redeem my points

[dannyrobles]

I have 293 points, I’ve always been able to redeem them. But now it appears the add option in gray, like i don’t have any points. What can I do?

[LaurieBT]

Hi @dannyrobles,

My apologies! There could be an out of stock reward stuck in your basket causing this issue. If you're in the US, please switch to the Sephora Canada side of the app/website, then back to the US side. Similarly, if you're in Canada please switch to the US side, then back to Canada. This should automtically remove the out of stock reward from your basket.

If you're using the app, click your name/photo icon, then scroll down to App Settings. Please select your opposite region, then switch it back. If you're using the web browser, please scroll all the way to the bottom of the page then switch to the opposite region and back. 

Best,

Laurie

[dannyrobles]

Thank You!

but it didn’t help sadly and I can’t switch up because im not from Canada neither the United States. And I can’t use the app because it’s not available in my region. This happened out of nowhere. I’ve always been able to redeem them. Please help. 

[DaneeBT]

@dannyrobles You should still be able to switch the region if you're shopping directly on our website on a browser. It looks like your private messages are currently turned off. You can adjust your preferences in your settings on a browser, not the app. If you're still having trouble, please send me a private message with your registered email address or you may contact us via phone at 1-877-737-4672 or via our live chat for assistance.