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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

Interesting. Does it actually work for anyone? 

My profile looks like this:Screenshot_20180725-232012.png



But when I click on "35 Followers", I just get this:Screenshot_20180725-231959.png



Mobile site, Android, Chrome 

Re: Beauty Insider Community Feedback


On mobile (both app and safari) I get the same error message saying you have no followers and my profile hasn’t been updated for about a month but on Safari on my laptop, it is updated and tells me the followers.

Re: Beauty Insider Community Feedback

@RGbrownUnidentified Can confirm on Android, Chrome..getting the same 'no' message for both following and followers.



Adding, Firefox on Windows showing the same.

Re: Beauty Insider Community Feedback

@RGbrown when I tried looking at other peoples profiles, sometimes I get that message, but not always. I'm on Safari on a MacBook.

Re: Beauty Insider Community Feedback

 Hmm, mine is showing what @RGbrown is seeing, though profile page shows 19 and 5. Maybe 6 now I tried to follow @suzyo

Re: Beauty Insider Community Feedback

Is anyone having issues while posting? If I have images and press enter the image gets deleted. Also if I have images the typing slows down A LOT, like a character every 2/3 seconds when I'm definitely typing faster then that. @KatieBT

Re: Beauty Insider Community Feedback

Yes, @Aaliaa! It’s torturous! 

Re: Beauty Insider Community Feedback

I've also noticed the slow typing after posting images, @Aaliaa @KatieBT



Re: Beauty Insider Community Feedback


The "unidentified" is driving me up the wall. I CAN get it to go away by tabbing to a new line but the point is, I shouldn't have to. It looks like it's only an Android thing based on the people reporting it all mentioning Android and not Apple. 


Re: Beauty Insider Community Feedback

I'm having this same problem whenever I type a space after a tag. If I don't put a space (like if I go back and insert the cursor at the beginning after writing my message) it adds an @ to the end as well. Chrome incognito window on Android 8.1.0


Re: Beauty Insider Community Feedback

@KatieBT  is there a max for the love list? Ever since the switch over to the new format it sucks! Not only did we loose the grid view but the love list never loads properly, it's difficult to remove things from it, I can't see all of it and now I can't seem to add new products without removing some.  Why was it changed? Why did they change something that wasn't broken in the first place. I used to love the old version. This one is a hot mess! I would love to get some answers. It's not the first time I've asked about it... and I know others have asked too. Thx!

Re: Beauty Insider Community Feedback

I despise the new likes system with every fiber of my being.  The photos are smaller, the sorting doesn't work (alphabetical is the worst transgressor.  I often find F's and S's at the top of my list).  If you unlike something, it resets the entire query back to the default and you have to dig back through to find your place.  There are other reasons; but I'll stop there.


Mostly though I have found that I shop at sephora online about 70% less than I used to because of this.  It was my main way to organize my intended purchases.  I now feel dread whenever I click on that heart.

Re: Beauty Insider Community Feedback

@veronika23Yes!! Answers please. I get my carpel tunnel flares up trying to go through the list.

Re: Beauty Insider Community Feedback

@Samtian  it's a pita isn't it!  Why did they have to change something that was obviously not broken.

Re: Beauty Insider Community Feedback

As requested the message I receive after I'm trying to send a PM and it doesn't go through. For reference I'm on a MacBook and using Safari. @KatieBT @TayBT


Screen Shot 2018-07-20 at 3.24.18 PM.png







Re: Beauty Insider Community Feedback

@KatieBTUnidentified new issue with tagging. After tagging, using the autocomplete, then a space, I'm getting 'Unidentified' automatically added and won't remove. Chrome on Android.

Re: Beauty Insider Community Feedback

Another new problem is that when I post a link to a new product the preview image will appear when I'm writing the comment but disappears once the comment is posted. @KatieBT


Screen Shot 2018-07-20 at 7.34.31 AM.png


see no preview image

Re: Beauty Insider Community Feedback

@KatieBTUnidentifiedThis is happening now. Unidentified is popping up and I can't tag and then type because it comes up and then I have to space down and then go back to delete Unidentified . Weird!! Also when scrolling through Conversations,  I can't touch on most recent comment and go to that post. That just started today too. Thanks for any help.😕


Re: Beauty Insider Community Feedback


This is happening to me as well, mobile site, android, chrome

(it's NOT happening to me on full site, win7, chrome)


When it happens, I can't delete the "unidentified" either...well, technically I can, except it comes right back as soon as I hit enter or the space bar.

Re: Beauty Insider Community Feedback

I'm having the same issue with Unidentified coming up after I try to hit a name from the drop down list that populates when I hit the @ sign. Unfortunately, I can't delete the Unidentified at all. I'm using chrome to browse on my Android.

Re: Beauty Insider Community Feedback

I think it would be great if there was a way to see what reviews had helpful votes on them from your reviews page.

4 Replies