Beauty Insider Community Feedback

[KatieBT]

Hello beautiful Beauty Insider Community members! 

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.

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.

• For more tips and information, check out the Community FAQs: https://community.sephora.com/t5/Customer-Support/BEAUTY-INSIDER-COMMUNITY-FAQs/m-p/2825445#M49862

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

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!

[GeorginaBT]

@SportyGirly125 @curlychiquita @Titian06 @quspork @itsfi @RGbrown Thank you all for reporting these issues! We've filled tickets with our vendor partners for the various problems we see going on here (and yes - we see a lot of them on our end too!). 

[GeorginaBT]

@Seymore3 @RGbrown Hi both! Just wanted to check in and ask if either of you are still experiencing issues loading pages 2+ on the Community homepage. We haven't gotten the error message since Friday, but wanted to check in with you too! Thanks again for reporting your experience. 😊

[RGbrown]

@GeorginaBT 

I can access page 2+ fine now, so thankfully that's fixed. 

However, going off on a tangent, load times are still a bit ridiculous, and the board lost a lot of appeal for me with these recent changes, so my time spent here is much more limited than it used to be. It's not phone friendly anymore, and more often than not, I navigate almost completely from my notification menu, rarely straying past the first page of the feed anyways. Just for whatever that sort of feedback might be worth in future updates/changes...

[Seymore3]

@GeorginaBTI just checked and it is fine for me now,thanks.

[itsfi]

Thanks so much @GeorginaBT! 🤗 It seems to be working now - I can give hearts, tag people and products. Woohoo! 🙌🏼 🎉 

[SportyGirly125]

@GeorginaBT Thank you!!!!

[curlychiquita]

I'm having the same problem. Actually couldn't log on until now, too - finally could via the app. Thanks, @SportyGirly125!

[Titian06]

OMGosh! I thought it was just me! I'm on my Dell laptop today and am having the same issues--I can't heart people, tag products, or send private messages (no box for the recipient's name). I've used both Google Chrome and Microsoft Edge. I logged in via the website. Oh, I guess the heart issue was when I used my Samsung tablet.

[quspork]

Adding that I've also been experiencing these issues today on both the mobile site and the desktop site (with chrome).

[itsfi]

Having the same issue all morning as well @SportyGirly125 and @RGbrown - on my iPhone and laptop, whether log on through the app or browser (google and safari). ♥️♥️♥️♥️♥️♥️ to you @SportyGirly125 and rgbrown since I can’t give you a heart the ordinary way.

[SportyGirly125]

@itsfi 💕💕💕❤️❤️❤️❤️💗💗💗💗

[itsfi]

It feels good to be able to give hearts ♥️ @SportyGirly125! 🤗 

[SportyGirly125]

@itsfi Wow finally fixed. That seemed like forever

[itsfi]

Yeah, and more so for you @SportyGirly125. You were up early. I’m happy it’s fixed! 😍

[RGbrown]

@GeorginaBT Similar issues here; Android/Chrome. The page numbers for the feed aren't using the right link, and pages 2+ are inaccessible. The text box in replies doesn't fully load; I've got no icons/functionality. Typing out a tag doesn't seem to have worked. I can't add a picture to illustrate any problem either. I had trouble signing in today. The "sign in" button in that bottom toolbar would not work at all. I wound up swapping over to my shopping cart tab, refreshing it, then going back to my BIC tab and removing the # from the address (when I am signed in and use the Community tab to see my notifications count, the address changes from community.sephora.com to community.sephora.com/#. I don't know the significance of the #, but removing it today at least seemed to trigger a page refresh that got me signed in). Also, rant, I hate the Community button across the bottom (well, I hate the whole toolbar, but especially the Community button). Back when page numbers worked, if I was on, say page three of the feed, and tapped it, it would loop me back to page 1 of the feed when I closed it. I'm back to scrolling to see my bell/envelope across the top because the bottom bar is just frustrating.

[RGbrown]

WOW. I had paragraphs in the above response. Now it looks like mobile is suffering from app issues. 👿👿👿 I also have NO edit button. No three-dot menu at all, as a matter of fact, on any post.

[pocketvenus]

@TeamBIC I've been having trouble tagging products I know are on the site since this feature became available. Also, I can still tag some products, and there doesn't seem to be much rhyme or reason to what I can or cannot tag. I didn't mention it as I thought it was just me. However, another member recently said she'd been having the same issue so maybe it is more systemic?

[GeorginaBT]

Uh oh, sorry you're experiencing this @pocketvenus! Do you mind sharing examples of a few products you aren't able to tag? We did work out an issue recently where newer product launches were not available to tag, but were able to resolve that ... we think! Appreciate you reporting this and hope to resolve any remaining issues. 😊

[pocketvenus]

@GeorginaBT Thanks Georgina! The perfume examples are the ones I remember best but it's happened with different products.

Recently I've tried to tag Lancome's La Vie Est Belle, Hermes' Terre d'Hermes without success. Sometimes I can tag the Serge Lutens, other times typing serge after a hashtag brings up nothing. Now that I'm thinking about it, it's also common for a gift set to come up but not the product alone.

[WinglessOne]

@pocketvenus @GeorginaBT  I've also had trouble tagging some Lancome products. The tagging feature is oddly fussy: to get certain products to come up, I have to include accents in the brand name. Lancome's a perfect example: it's actually Lancôme. To tag my favorite line of glosses, Lancôme L'Absolu Lacquer 168 Rose Rouge , I have to use the accent and omit the word "l'absolu," typing simply "lancôme lacquer" to get any shades of this product to appear. Same goes for Lancôme Cils Booster XL Super-Enhancing Mascara Primer .18 oz / 5.5 ml which requires the caret over the o. 

There are other products I can bring up without any accents, like Lancôme L'Absolu Rouge Drama Matte Lipstick 388 Rose Lancome —in fact, that product's one of the first that comes up when I start my tag with just "lancome" (no accent). 

I suspect this tagging issue exists for lots of accented brand names. 

[pocketvenus]

@WinglessOne @GeorginaBT That might explain the Lancome and Hermes! Good catch!!!

There must be something very systemic going on in the back end because I am finding that even when I type product names without accents, it still doesn't work. Today I couldn't get Hermes' Orange Verte to tag at all when typing hashtag orange v. Although now in this thread I can at least pull the gift set?? HERMÈS Eau d'Orange Verte Gift Set