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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



The team and I wanted to let you know that we have noticed an issue with private messaging which some of you may have noticed as well. Our PMs don't look like they're sending and then our "sent" message folders aren't loading so it's hard to tell if a PM was sent or not. 


Wanted to share a hack with you all while we investigate this issue! After writing my PM and hitting the send button, it looks like like my message is taking a long time to send or just stuck in loading limbo. It's a little stressful to do so, but when I left the PM page I got a notification that my PM was sent (see below). This isn't ideal but good to know that you can still send PMs! If you try to check your "sent" folder it may not load unfortunately. Be sure to copy the text of your PM just in case it doesn't send. It may also be helpful for those who receive PMs to PM back and let them know you received their message. 


PM Sent.png


We will keep you updated on this issue. If anyone is lucking out and not experiencing any issues PMing please let me know what browser you're using as well as your device. 

Re: Beauty Insider Community Feedback

@KatieBT @LexBT @AlexBT @TeamBIC 

Notifications seem to be down (or just extreeeeemely delayed...I'm having a few trickle in an hour and a half to two hours after the fact). Of course, no one's gonna see this notification for a couple hours or until after it's been fixed, so I'm not sure what good it does for me to post it now lol.


This applies both to notifications in the bell menu, and to the emails I get when someone tags me. 

(edit: if I even get an email at all...some tags, I haven't yet, and I dunno if they're just even further delayed, or not coming at all)

Re: Beauty Insider Community Feedback

@RGbrown @KatieBT  I've been having the same issue as well. I also have been having so much trouble hearting and replying to posts. I'm even getting these random error messages about ticket authentification mismatch or something bizarre. 

Re: Beauty Insider Community Feedback

I'm having the same issue, @PrettyPaint. I am routinely getting locked out from hearting and replying. @KatieBT I'm on chrome (both desktop and mobile) if that matters.

Re: Beauty Insider Community Feedback

@quspork  Yup, same for me (mobile and PC). This is actually the most trouble I have ever had posting! Yikes!

Re: Beauty Insider Community Feedback

@quspork  I’m actually having this issue on all devices and browsers it seems. Chrome, Firefox, safari, PC, iPhone, iPad, you name it! Smiley Happy

Re: Beauty Insider Community Feedback

@PrettyPaint @quspork @KatieBT  I’ve been having the same issue of getting signed out repeatedly/unable to sign in/ticket authorization errors. I’ve had it happening mostly on safari, phone and laptop. Tried using a different laptop last night and had it happen on internet explorer and Firefox as well. 

Re: Beauty Insider Community Feedback

Sorry you are having trouble too @missjeanie. Now mine is doing something where it keeps reloading the page rapidly so the screen is flashing (it’s seriously migraine inducing). Ugh. 

Re: Beauty Insider Community Feedback

Same for me @RGbrown @KatieBT @LexBT @AlexBT @TeamBIC 

Re: Beauty Insider Community Feedback

@KatieBT  Tradethread is not showing up in the feed on the mobile (iPhone) and doesn't show up in the search results either when I search for it.  When I posted on the thread, I see it on my feed in the desktop but this thread is skipped on mobile (previous and next threads are showing up). 


"Trade Thread 27 Spring 2019 January.....


I can't link it properly because there is a hashtag/pound is in the thread name.


7t7t7t" data-mce-href="

Re: Beauty Insider Community Feedback

Re: Beauty Insider Community Feedback

Hi all - dropping in to share an update! We wanted to let you know that a fix has been made to the ranking issue many members were experiencing. Your ranks should be back up to where they used to be. Please let me know if your rank had dropped and did not go back up to the original level. 


Thank you for all of the helpful comments where you shared examples of this issue. These examples help us immensely with our tech partners!


Hope everyone is having a lovely week so far!
Katie & Team BIC

Re: Beauty Insider Community Feedback

Though I can find my updated profile on the app, the one on the website hasn't been updated in a month or more.  Any chance that could be fixed?  Smiley Happy


Re: Beauty Insider Community Feedback

Does anyone els not get email notifications when you get private messages or mentions? I ALWAYS did then it just abruptly stopped. 

Re: Beauty Insider Community Feedback

@GG84 this is a known issue we've been working on as well as the issue with in-Community notifications. Thanks for bubbling up your concern as I can share with our tech partners. 

Re: Beauty Insider Community Feedback


So remember I mentioned I wasn’t getting email alerts all of a sudden? *Crawls under a rock* 

Totally not a BIC issue. I had some time this weekend to sort through my emails...they were all there. In my junk folder 🤦‍♀️ Literally hundreds of them. I’m sorry. 

Re: Beauty Insider Community Feedback

Totally was happening to me last month, too!  They all slid into my junk mail. Wild! @GG84 @KatieBT 

Re: Beauty Insider Community Feedback

@GG84 this GIF is everything! And don't worry about it, but it is concerning they were in your junk when they clearly were not before... This is all good information to have on hand so thank you for this update Smiley Happy 


Oh! And be sure to mark the email domain sending you notifications as safe sender if you haven't already!

Re: Beauty Insider Community Feedback

@KatieBT I don't know that I ever got emails from BIC. Do I need to change a setting? Or, has this been an issue for a while?

Re: Beauty Insider Community Feedback

@skcfan @GG84 yes this is a setting you can change! I would make sure the emails aren't going into your email spam/clutter if you do enable email notifications! 


We have BIC FAQs linked on the top right of the Conversations landing page which explains how to edit your settings:


How do I update my Conversation settings?

To update your notifications, click on the bell in the black Community navigation bar. From there, click on the gear icon in the bottom left corner. This will take you to a page where you can update your Conversations notification settings and more.

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