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Beauty Insider Community Feedback

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

 

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!

 

UPDATE: 

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 community@sephora.com 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 commuity.sephora.com 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:

Spoiler

UPDATE 8/23:

  • Live Community Chat is here! Visit the FAQs to learn how it works: https://community.sephora.com/t5/Customer-Support/Live-Community-Chat-FAQs/m-p/2928751
  • 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

Gotcha.  I thought that might be due to my screen /browser scaling.  Thanks for clearing that up for me!! 😁 @SportyGirly125 

Re: Beauty Insider Community Feedback

Just to be clear - I'm not annoyed to heart comments.  Just to have them disappear and hope they'll be there if I go back and redo them.  😄

Re: Beauty Insider Community Feedback

Hi there @MCSSavvy! Thanks for outlining the issues you are experiencing on the BIC - I sent you a PM to discuss these them in greater detail. 

Re: Beauty Insider Community Feedback

@GeorginaBT - 

Funny you mentioned that... I usually don't get dm's and it's been an ongoing issue for quite some time now.  I did get a notification via email.  It included a copy of the message so I read and replied to you via email - unfortunately that is the most reliable way for me to communicate privately.  Thank you for reaching out to help!!! 

Re: Beauty Insider Community Feedback

Thanks for letting me know @MCSSavvy! I've alerted our vendor partners that you're also unable to receive private messages - that is definitely not ideal.

 

Unfortunately, we're unable to see responses to automated email notifications about private messages in Community. Although you're not able to receive private messages, would you be willing to send me a private message with your response? 

 

Thank you again for your patience! Really appreciate it as we investigate these issues. 

Re: Beauty Insider Community Feedback

@GeorginaBT  -- Ok, didn't know that changed since I've replied that way in the past.  The answer to your question was yes.

Re: Beauty Insider Community Feedback

Hi @MCSSavvy! Wanted to follow up here: our support team has conducted some testing and want to see if you're still seeing the issues you originally reported related to unexpected rank changes, activity feed missing, and hearts? 

Re: Beauty Insider Community Feedback

@GeorginaBT  -- My apologies for the delay in my response.  I've not been on BIC since my last reply due to other commitments but I will be back on it the rest of the week and let you know if I still am having issues.  Thanks!

Re: Beauty Insider Community Feedback

@TeamBIC @SephoraBIC 

I wanted to enter the #BICSpookySweepstakes sweeps, but can't seem to upload a pic to the gallery. I tried both last night and today, multiple times. Help please?

Android, Chrome, mobile site

 

 

This is the error I get

Screenshot_20201012-012014.png

 

 

And this is what I'm trying to submit

Screenshot_20201012-012027.png

 

Screenshot_20201012-012046.png

 

Re: Beauty Insider Community Feedback

@RGbrown Oh no, sorry you're experiencing issues uploading to the Gallery! I recommend trying to upload a screenshot of your image if possible - sometimes that gets the system to upload correctly. If not, you might also be able to upload from a desktop or from the Sephora mobile application. 

 

Let me know if you continue to see issues! Want to make sure you're able to enter our sweepstakes. 

Re: Beauty Insider Community Feedback

@GeorginaBT 

I get the same error when trying to upload a screenshot of my pic.

 

I don't have room on my phone for the app, so that's out. And while the workaround of "do it from a computer" is possible, I likely won't mess with it, as it's a hassle to move pics from my phone to my desktop. 

 

I suppose that's one less entry, leaving better odds for everyone else. I wonder how many others have had trouble and either don't know how/where to report it, or just haven't bothered? I can't be the only one. 

 

If some folks having trouble with the gallery is a known issue (and your response with ways around the problem seems to indicate this is the case), why on Earth is a sweepstakes based on using it? Not everyone has multiple ways to access the site to employ these workarounds when some part of Sephora's system doesn't work correctly, and I see no alternate method of entry. If Sephora is going to host a contest on their platform, they should make sure that platform actually works. 

 

PS, I'm not yelling at you personally, I promise. I'm just frustrated at Sephora for expecting folks to work around the broken bits of the board, instead of fixing them. 

Re: Beauty Insider Community Feedback

Thank you for highlighting these issues, @RGbrown! I hear you and agree with you on the urgent need to get this solved. I have reported the error message you are getting to our Gallery vendor partners for investigation, and will keep you updated on a resolution. 

Re: Beauty Insider Community Feedback

@GeorginaBT 

Thanks so much; I appreciate it! 

Re: Beauty Insider Community Feedback

Is anyone else having issues opening product pages on a desktop (using Chrome specifically)? It's been a problem for the last couple days. I can open every other page on the site but every time I try to open a specific product page (from any brand) I get a message saying 

This page isn’t working

If the problem continues, contact the site owner.

HTTP ERROR 400
 
 

Re: Beauty Insider Community Feedback

I'm sorry to hear that, @quspork !  😥  I haven't used a desktop in years, maybe longer.  I do use Chrome and I'm not having any problems with product pages on my tablet.  I hope the problem is resolved soon!

Re: Beauty Insider Community Feedback

@KatieBT I still can’t post any photo and get message of invalid HTML. I was however able to share a photo from my community album a few days ago but can’t post a new photo from my device. I use safari browser on iPad if it makes any difference.

Re: Beauty Insider Community Feedback

the mobile app now messages people like a desktop. It will automatically pull up the members name that are in the post!!  I’ve been typing people’s name this whole time. Also I noticed that I new groups that I join stay joined for me. When the deeper tones group launched, I wouldn’t save. Not I can use my groups to go straight to all the groups I’ve selected!!! This is big for mobile app users 

Re: Beauty Insider Community Feedback

@KNC24 I tried the app and it's not pulling up the names.  I still have to type them in.  

Re: Beauty Insider Community Feedback

@SportyGirly125 Did you update your app? I just updated 30 minutes ago. I missed an update because I don’t regularly update my apps 

Re: Beauty Insider Community Feedback

@KNC24 Updated it right now. Usually my apps update on their own but I had to manually update this one. Thanks for the heads up. This is so much better than typing out the name like you said but it won’t let me reply back to your direct post or delete my original post. I had to do it on the web. 

Re: Beauty Insider Community Feedback

@TeamBIC I am not sure when it started, but I am now getting notifications (Mac, Desktop Site, Chrome; also, Android, Mobile site, Chrome) for when people reply to *some* posts I *may* have also replied to or are similar to posts I have replied to in the past (like in the same thread). It is weird? IMO. I dunno...I have notifications when people tag me (all of the time) or reply to my posts (when I choose), but I don't see a way to opt out of this? I find it clutters my notification feed and it would be great to get a way to opt out of it.

4 Replies