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Beauty Insider Community Feedback

Hello beautiful Beauty Insider Community members! Welcome to your new Community. Smiley Happy 


It’s an exciting day! We’re starting this thread for you guys to report any issues and weird things that you are seeing or ask any questions. We have a number of issues logged that we are already working on a fix for, so this is a work in process.(Beta!)


Some things to note as you are reporting issues:

  • If you are looking for a thread and can’t find it, please post here. We’ll need to manually move some threads that got lost in the migration to their correct groups.
  • If you are reporting a bug please be specific about the issue you're seeing, how you got there (“I clicked here and it did *this*”), the device you're using and which browser you're in. 


Some tips:

  • If you are looking for a thread that you commented on in the old community, go to the front page of conversations and click the “My Posts” tab. This is where you will find all of your conversations activity, including your heart count.


It’s good to see you all and thanks for being patient!



We hear you on the sign on issue. We reported this bug weeks ago and haven't reached a solution so we're still investigating with our tech teams. 


For now, we want to collect as much information as possible to identify why this is happening so please follow these steps. 


  1. Clear your cookies and try to sign in
  2.  If you're still unable to sign in after clearing your cookies note your browser where you are experiencing issues
  3. Switch to a different browser / device (desktop, mobile web on tablet or phone, Sephora App)
  4. Please test different sign on methods and let us know your experience in detail
  5. Screenshot any errors
  6. If you cannot login on any browser, device and the app isn't working either we don't want to miss your feedback so please email your feedback to email and include your username
  7. If you can take a video of the experience the team says it would be extremely helpful. If you're willing to take the time please email that to and let us know your username 


Whenever reporting a bug we need as much info as possible or our tech team cannot reproduce the issue and verify it's actually occurring. If they can't see the issue they cannot fix it. You cannot overshare details, test on too many devices or share too many screenshots... The more detail the better!




Previous updates will be saved in the spoiler below:


UPDATE 8/23:

  • Live Community Chat is here! Visit the FAQs to learn how it works:
  • Q&A has been removed from product pages.
  • Reviews are temporarily down and will be back up tomorrow, 8/24.
  • We are seeing that many of you have received notifications about your rank changing. The ranks will (still) be changing soon but that was a glitch that does not necessarily reflect the actual rank changes. 

UPDATE 8/21:

  • Third level replies are being fixed.
  • Threading order should be fixed for everyone but you must be signed in or you may still have problems.
  • We're fixing the app keyboard.
  • Recent photos will be coming back to the Conversations feed but we do not have timing.
  • On the issue of the Customer Service threads clogging the feed: We feel your pain and we're working on it. We do not have timing yet but it's one of our priorities. 
  • You should also see some movement in your ranks soon


Re: Beauty Insider Community Feedback

I can't heart anything this morning :-( It just keeps saying action cannot be completed. Sometimes it happens once and a while on random posts but this morning I can't heart any post 

Re: Beauty Insider Community Feedback

Having terrible problems with the A Haunting we will go (Halloween exchange) thread. Just about every time I go there, the page displays for about 10 seconds, then the screen goes blank and this message appears. Making it very difficult to participate for me. I then have to reload the page and sometimes it stays and sometimes it disappears and this message is displayed. I am on my desktop using  Firefox.

ETA- I got this same error message the first 2 times I tried to edit this post. It seems to be more than just the Exchange post when this happens to me.



Re: Beauty Insider Community Feedback

@KatieBT. Now, I'm unable to even reply to members posts!! What is going on?!? I thought things were getting a little better,  but it's much worse starting 9/29/18!! When I start to post, I lose my post or it comes up "cannot do this request"!! Please help!!

Re: Beauty Insider Community Feedback

@yankeefaithful this sounds very frustrating. Can you explain what you mean when you say you will start to type and lose your post?


In order to help we need a lot of information so that we can explain exactly what happening to our tech partners. They also need to know your device (iPhone, desktop, Android, etc.), if you're on the app, your browser (Firefox, Chrome), etc. They need all this information to understand and attempt to reproduce the issue you're experiencing. 


Screenshots are very helpful! Please send all this information to 



Is anyone else having issues posting or hearting? Of course, be sure you're signed in before reporting anything and refresh your cookies if it's been a while! If you do this and still see issues there may be a larger issue we need to investigate. 

Re: Beauty Insider Community Feedback

@KatieBT  My mobile is Android and I'm using Chrome. Not on app. I saw earlier post by @RGbrown that she had trouble giving hearts. 

Not losing post while typing, but after , when trying to post. When I finished typing and press post to upload, it goes to thread and doesn't upload my post. I lose everything. 

I have refreshed cookies and always signed on. There's no consistency!

Re: Beauty Insider Community Feedback

@KatieBT  I know others have reported this problem but I've just started today on mobile. I can't heart anyone!! I've had this problem on desktop,  but not mobile. I've had problems for awhile trying to post pics. There's no consistency in how to post anything or tag anyone!! Thanks for any help!!

Re: Beauty Insider Community Feedback

@yankeefaithful you're on mobile web or the mobile app? If mweb, which browser are you using?


Also are you unable to give hearts but able to comment within the same small window of time? I know that you can try to heart something and it will not prompt you to log in but if you try to reply to a post and aren't logged in you will be prompted to log in.  

Re: Beauty Insider Community Feedback

@KatieBT  I've been unable to heart posts on mobile and on my desktop. The mobile has been sporadic,  being able to heart on one thread but not on another. Not being able to respond is just on mobile,  which is Google. That too is sporadic and gives me response "not able to do requested application" or "too large application requested ". Have never received this on laptop, which is Google. Thanks for your help!!

Re: Beauty Insider Community Feedback

@KatieBT I've been having this issue for a while: when I get tagged as "GreenEyedGirl107" I don't receive an e-mail.  Technically, my username is lowercase ("greeneyedgirl107") - does that make a difference?


Re: Beauty Insider Community Feedback

@greeneyedgirl107 I have noticed that when people are trying you tag you, they are actually tagging a different user named GreenEyedGirl10. I think because her name is the exact same as you until you add the 7, the system is automatically tagging her, then people type the 7, but it's already tagged her first. I'm not sure that the tech team can fix anything, aside from maybe tweaking the algorithm that pre-populates names not suggest screen names of people who have never posted. @KatieBT

Re: Beauty Insider Community Feedback

@snoflakefaerie Interesting!  I guess I was just looking at the capitalization and not the number!  Thanks for the heads-up Smiley Happy  I also agree that the pre-populated names should be tweaked b/c when I have tried to type in BICers who post a lot for tags, many names come up and it does get confusing.  That happened to me just yesterday.

Image result for snowflake fairy


Re: Beauty Insider Community Feedback

@greeneyedgirl107 we are investigating, thanks for flagging!

Re: Beauty Insider Community Feedback

THANKS @KatieBT Smiley Happy

Re: Beauty Insider Community Feedback

@KatieBT I recently noticed that I was tagged in lowercase and still didn't get an e-mail notification.  Usually I get the ones that are lowercase, as the uppercase have historically been a problem.  IDK what to make of it.

Re: Beauty Insider Community Feedback

Do you get notifications on BIC all the time but are only seeing some on email? Want to make sure I understand 100%. Any screenshots would be great appreciated!





Re: Beauty Insider Community Feedback

@KatieBT I generally don't check the bell on BIC that lists "notifications" for when I'm tagged.  I rely on e-mail; I have the preference checked for immediate e-mail notifications when I'm tagged in posts, which I believe is the default.

Re: Beauty Insider Community Feedback


 I also don't receive notifications all the time, it's weird.

Re: Beauty Insider Community Feedback

@GG84 I'm sorry that's happening to you, too.  When someone tags me in a post, I like to be able to read it since they took the time.  Hopefully it'll improved - I know this is still a work in progress.

Re: Beauty Insider Community Feedback


The complete inability to heart posts has finally struck on my end. I can post and browse and have no issues staying logged in...I just can't heart anything. It started on my desktop earlier today, but I was able to heart via the mobile site all afternoon... but now even that has gone *poof*. All I get is this instead:




Win7, Chrome, full site


Android, Chrome, mobile site


ETA: as of an hour later, I can heart again via my phone, so it's either fixed or intermittent. Haven't tested my desktop though. 

Re: Beauty Insider Community Feedback

@KatieBT and it's so weird how when I'm using the app on my phone, I ALWAYS  run into the annoying issue that I can see in your post, @RGbrown (example below):




...whenever I tag someone.  I don't get it.

824 Replies