I got an e gift card as a gift via phone number and when I try to put in my email to retrieve it it keeps saying challenge attempt failed

[gamila60]

I got gifted this morning but can't view my cards through my email ,it keeps saying "page not found" 

What is happening ? 

[DaneeBT]

Hi @gamila60

Sorry to hear that! If you received an eGift Card, please contact CashStar directly as all eGift Card purchases are made through our third party, Cashstar. You may contact them via phone at (866) 286-1262 between 8am and 12am ET or via email at SephoraGiftcardSupport@cashstar.com .

Regards,

Danee

[ladysept]

I am having this problem now too! 😞 

[RebeccaBT]

Hi @ladysept,

I will send you a PM to further assist you. 
 

Best,
Rebecca

[mayasaurus]

I just got a response from customer service that's pretty infuriating:

"I am sorry for the trouble with claiming your e-gift card. I regret that we do not have access to e-gift card information, as this is managed by our e-gift card partner Cashstar. I recommend attempting to claim your e-gift card through another device if possible, or clearing your cookies and cache on your web browser. If the issue persists, please contact: https://sephora.cashstar.com/about/customer_support/contact/

It's possible that the purchaser of the e-gift card may have to contact Cashstar for assistance. I apologize for the trouble and I hope this information helps!"

So in order to get help, it's necessary to contact a completely separate company and we'll likely need to get the person who gifted the card involved in the process. Well this really freaking sucks. I don't understand how this isn't an issue with Sephora's website.

[Lillillu]

Now I have the same issue. How have you resolved yours?

[DaneeBT]

Hi @Lillillu,

I'm going to send you a PM to gather more information.

Always,

Danee

[LaurieBT]

Hi @khanana and @mayasaurus,

This post has been moved to Customer Support. I am sorry for the trouble and I will send you a private message shortly to assist. Thank you!

Best regards,

Laurie 

[LilCatt]

fyi for me, the person who bought it used their email as the redemption email. it's a very stupid way for this system to work. contact the person who purchased it for you and ask them what email they used.

[LilCatt]

having this issue also. thought it may resolve by now but still the same error.

[mayasaurus]

I'm having the same problem. I wonder if it's because they're inundated with people trying to redeem xmas gift cards and the server is overloaded or something?

[LilCatt]

fyi for me, the person who bought it used their email as the redemption email. it's a very stupid way for this system to work. contact the person who purchased it for you and ask them what email they used.

[GG84]

@mayasaurus  I think you might be right. I sent an E Gift card to my sister and she hasn’t received it yet - it might be a server problem. 

[mayasaurus]

I sent a thing to customer service through their email form a few hours ago because it said chat wasn't available, but I've yet to hear back. I may end up just calling, it just seems like such a hassle to do on a workday and it's likely that tons of other people are calling with the same issue. Hopefully they'll get it sorted out soon.

[RGbrown]

@khanana 

I'd suggest contacting customer service by either calling or posting in the Customer Support Group

https://community.sephora.com/t5/Customer-Support/bd-p/Customer_Support