Unsuccessful authorization - again!

[ncp2000]

Hello, I'm having the same "Unsuccessful authorization" problem as other customers here. I've been ordering (a lot 🙂 from Sephora for many years and never had any problem, but suddenly I am being "investigated" for "security concerns" and cannot order online. It is very frustrating.

I placed an order on Monday using my Rouge Reward, and the order got cancelled with "Unsuccessful authorization". I called and was told to try again after 24 hour. When I tried to place an order the next day, it got cancelled again. I called again and the agent said that Sephora now had "new fraud measures" related to the Rouge reward, and that my account should be unlocked within a few days...

What is it? Is it fraud risk related to Rouge rewards? Is it related to the YAYSAMPLES promo? Is it a system error with Sephora?

The lack of clear communication makes it very frustrating, especially as a long-time loyal customer, because we are made to feel as if we are somehow suspected of fraud!

I would like to know the reason why this is happening, and when will my account be unlocked (hopefully, in time for the YAYSAMPLES promo). Thank you!

[tvtl]

The same thing just happened to me last night and they returned me the points instead of my $100 Rouge Reward Certificate. The customer service rep had no answer for me and said she submitted an order review to find out what was going on. I then placed another small order using another credit card, did not use my Rouge Reward or yaysamples coupon and still got cancelled. I am not sure how the yaysamples or rouge reward certificates triggerred my account to be unable to order online anymore. I have been a Beauty Insider/Rouge for over 10 years. It is frustrating.

[DaneeBT]

Hi tvtl

I'm sorry to hear about this! I will send you a PM.

Regards,

Danee

[tvtl]

I saw your private message but the system does not allow me to respond to it

[DaneeBT]

@tvtl please try sending me a private message here > https://www.sephora.com/users/DaneeBT click that link then click "send message"! If you're still unable to send me a private message, please try contacting us via Instagram DM, Facebook private message, or Twitter DM for help!

[smitten76]

Omg the same thing is happening to me and I keep getting the run around when ever I talk to sephora. I'm $51 away from making Rouge again but now I don't even know if I want to spend anymore of my money with them. Just so upsetting to not get what I order or any of the black Friday deals.

[DaneeBT]

Hi @smitten76

I'm sorry to hear about this. I will send you a pm.

Regards,
Danee

[krysta0115]

I am having the same problem, I was also wondering if it’s due to the yaysamples promo. I chatted with customer support and was told an agent would get back to me to find out what was going on, but haven’t heard anything yet. So frustrating.

[LaurieBT]

Hi @krysta0115,

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

Best,

Laurie

[LaurieBT]

Hi @ncp2000,

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

Best,

Laurie

[ncp2000]

Thanks Laurie! You have already replied (and solve) my issue in a DM, but I wanted to leave a public note for other people having this issue: in my case, the orders got cancelled due to a problem with the samples bag offer, and contrary to what I was told by different customer service agents on the phone, it had nothing to do with suspected fraud or security issues. 

Big shout-out to Laurie and other Sephora associates resolving customer issues on this message board, you are all so kind and efficient!

[tvtl]

I dont know why I got a DM from mod but couldnt respond to it. I am not sure how my issue will get resolved. Happy for you that it worked out. It is crazy they are cancelling orders due to sample bags. I am still waiting for my $100 rouge rewards to be deposited back into my account so I can buy my items before they run out.

[GlamourMonika]

THANK YOU ... so do we have to do anything? I tried placing several orders on Tuesday and they didn't go through ... wondering if I need to do something or if the error has been resolved for everyone? 

[LaurieBT]

Hi @GlamourMonika,

I responded to you in another thread and sent you a message. Please check your messages at your earliest convenience. Thanks!

Best,

Laurie