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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!



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

Still not receiving notifications or tags @KatieBT @GeorginaBT . I did PM you guys and think your gang is working on it so thank you. Just wanted to mention it’s still not fixed. 🤗🥰

Re: Beauty Insider Community Feedback

Thank you for the update @Sunnysmom! Appreciate you keeping us in the loop. Our vendors are continuing to work out a solution here - unfortunately several users are experiencing issues with their notifications. We will keep you updated on a fix! 

Re: Beauty Insider Community Feedback

Thanks so much @GeorginaBT ! 😘 

Re: Beauty Insider Community Feedback

@KatieBT @TeamBIC, I have been unable to download photos in both the Sephora website and the app! I always get the “ invalid HTML” error and I have no idea what to do. I’ve tried posting yesterday for a few hours and today it’s not better. I’m using an IPad for reference. These issues have been happening since the changes made this summer. HELP ! 

Re: Beauty Insider Community Feedback

I forgot to mention that I’m technically challenged! 🙄 ( ever since I updated my laptop to Windows 10, I’ve completely stopped using it and it’s probably full of viruses but is COVID-19 free ! ) I’m trying to make a sad situation into a better one.... because I feel like crap right now! 🥺

Re: Beauty Insider Community Feedback

@ShortErica @TeamBIC  Hey, guess what I can do now—but only when I draft content in Apple Notes and copy/paste it to BIC: 


I can 
  • Create 
  • Bullet 
  • Lists 
  • Inside 
  • Spoilers! 
  1. Numbered 
  2. Lists! 
This only works if I write content in Notes first with no list formatting, like this: 
I can 
When I copy all that and paste it inside a spoiler, I can select the lines I want to turn into a bullet/numbered list, click the appropriate list-making icon, and bam: list formatted! This hasn't worked for me in so long, I was shocked when it did today (I tested on a whim while posting in the October Hauls thread)! 

If I type content directly into the spoiler and try to select lines to format as a list, or just click the bullet/number list-maker icon to start a list before typing the list content, I still get the "nope, let's make the entire spoiler tag a bullet" bug result. 😞 I also tried this with TextEdit which is the Apple equivalent of MS Notepad, and it's also glitchy, though in a different way: you only get one visible bullet inside the spoiler. 


So, the issue isn't resolved yet. But at least there's a workaround to create bullets even without the BIC/Lithium html editor (which I'm still super sad about losing), if you're a Mac or iOS user. I'm not sure what the Windows or Android equivalent workaround is... I haven't tested this using something like MS Word or Apple Pages because I assume both apps would generate too much junk code. 


Re: Beauty Insider Community Feedback

Oh darn, I'm on Android @WinglessOne but I'm glad you made progress on finding a workaround. I'll have to try in Notes or something just for the heck of it. Thanks for the update!

Re: Beauty Insider Community Feedback

This morning I am not getting tag emails

Re: Beauty Insider Community Feedback

@SportyGirly125 @GeorginaBT  Hey, I'm finally getting notifications again! (I wasn't getting any this morning, either.) In addition to very recent (within 2 minutes) notifications, I now see all the notifications I missed hours ago. I'm on my Mac laptop running Catalina and using Chrome, if that matters—but I also had this no-notifications issue via Chrome on my iPhone today. 

Re: Beauty Insider Community Feedback

Same @SportyGirly125 @GeorginaBT no tagged emails, but it seems like it's certain people I'm not getting the tag for 🤔

Re: Beauty Insider Community Feedback

@lmaster @GeorginaBT If I've been tagged lately I totally have not seen them due to no email notification, so I apologize. I haven't looked to see if I'm getting notifications or not.

Re: Beauty Insider Community Feedback

My tagged emails just started doing this issue also. I get a lot around 1 am for some reason - working on an Android phone with GMAIL.

Re: Beauty Insider Community Feedback

Same here for me! 

Re: Beauty Insider Community Feedback

@PrettyPaint @lmaster Mine are delayed about 5 hours Later 

Re: Beauty Insider Community Feedback

@SportyGirly125  Yes, me too. I got a bunch in the middle of the night!

Re: Beauty Insider Community Feedback

@SportyGirly125 yep I totally noticed that after the fact! 🤦 Interesting

Re: Beauty Insider Community Feedback

Is anyone else having issues where their Rank and post count constantly keeps changing?  It is an annoyance b/c it happens daily and affects the ability to see current post notifications or messages and also to see my current posts / responses.


Further info -- It keeps saying I've ranked up but to Rookie III (that was eons ago) and loses my bookmarks and recent comments in the process.  I log out, clear cookies and log back in and it usually takes me back to my current status so I can get to my bookmarks and most recent posts.  However, I looked today and the last post it shows under my profile screen is from 11 days ago -- not today.  I can find a current post if I'm actively in a thread and my bookmarks are available (no idea if I ranked up to Rising Star III or something else or if I'm just perpetually the same).  Or I can find it if I receive a notification (note if I receive the email notification and it pulls my profile with the wrong rank I can't get the current post).  It's a bit aggravating to keep logging out, clearing cookies and logging back in to try to get to current board messages and check notifications.  Note - I use this in Chrome.  I don't use the app for the BT / BIC. 


Also, not sure if this was meant to be the case but the notifications bell no longer brings up a drop down tag but takes me into a separate window.  I don't know if that is temporary or a new feature but would prefer a drop down box.  Thanks!

Re: Beauty Insider Community Feedback

@MCSSavvy @Wow I haven’t been having those issues. 

for the bell icon not being a drop down and on a separate screen, this happened when they made upgrades to the BIC page. A lot of us don’t like it. 

Re: Beauty Insider Community Feedback

@SportyGirly125  -- Good to know that I'm not the only one annoyed by that change.  It really should just be a drop down and not take you the notification page unless you intentionally wanted it.  Maybe they'll change it.    At the top of the board on the community page where it has the photo gallery and groups do the groups get overshadowed by the photo gallery (i.e., become a somewhat unusable portion of a tool bar?).  It may be my screen scaling on that but thought I'd ask.

I also realized when it does this switch it removes the hearts I give on comments. Not all hearts but enough to where I'm annoyed to go back and re-do them to hope they stay.  Not sure why the issues on my end.  Same if I go into IE (outdated I know but I refuse to use Edge and with migraines the app is just not feasible for the BT / BIC).  Hope it gets fixed soon - I can't imagine I'm the only one with the issue.

Re: Beauty Insider Community Feedback

@MCSSavvy For me the groups do not get overshadowed by the photo gallery and I use the App and the web on my phone as well as dsktop.