Login Error: "Token Expired or random number not match. Please try again."

[demons]

I've been unable to log into my Sephora account for what seems like month on a browser, I keep receiving the same error: "Token expired or random number not match. Please try again."

Nothing works, I've cleared my cookies, restarted my browser, turned off any extensions then tried a different browser (Chrome > Safari > Edge) and I still get it. Has anyone else had this problem? My app access works perfectly, but I'm afraid I'll get locked out there soon enough.

I've requested a password reset <10 times to see if that will help but I never get a link. Can anyone help?

[mcadden]

Has someone identified a solution to this problem because I have had the same issue for a while? I've used different browsers, reset my password multiple times and nothing seems to work to fix it.

[Sockets]

@demonsand @mcadden. I found a solution for the bad token error.

In Chrome I completely released all privacy settings. That is, under settings, then privacy and security: allow all cookies, including all third party cookies, and allow sites to know your location. After getting rid of any and all privacy settings, I was able to log into sephora.com and place my order.

On my android phone, I had to disable the app tracker blocker, which is built into my browser. And which, by the way, does show me exactly which trackers Sephora puts on my phone and how often.

@Sephora. It's not nice that the website and app break if you use any privacy settings. People deserve their privacy. Please fix.

[LaurieBT]

Hi @mcadden,

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

Best,
Laurie
 

[Sockets]

I've been having the same problem for also about a month. They have sent password reset links twice when I first reported it, but they didn't work. I've followed up with them and now waiting as they said they have to fix something on the website. I can't log in online or on the app. I can access everything on the app except I can't place any orders. No shopping for me! 😂

[keelybt]

@Sockets I will send you a PM to help. 

[keelybt]

@demons I'm sorry to hear that! I will send you a PM to help. 

[agogurt]

Hi! I am having the same issue. Please help!  I am able to sign in perfectly fine on mobile but my computer browser is showing that token message.

[keelybt]

@agogurt I'm sorry to hear that! I will send you a PM to help.