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!

[runningonheart]

It doesn't let me click on "track order" or sign up for alerts. It gives 404 error. I never received the "it's shipped" email but my order status says it's shipped. Customer service chat was able to give me the tracking number but it's stuck on "label created" for a week. 

[Imr18]

Hi, I’m having issues with my loves list. All my pre loved items from March/ April have deleted. I’ve tried restarting my phone, logging off the app, browser, and everything is deleted :(( 

is this happening to anyone else? How do I fix it!?

[gonerogue]

@TeamBIC  tagging you as my Loves list from Feb - April 2025 is gone as well 💔

[PrettyPaint]

@Imr18 My loves list is also gone, so it seems to be a widespread issue. 

[SportyGirly125]

@TeamBIC I have tried posting my review of Sephora Favorites What's In My Bag: Makeup, Hair and Body Value Set a couple times now and it goes through but never posts. 

[TeamBIC]

@SportyGirly125 Thanks for flagging this - and sorry to hear you're having trouble reviewing this product! I have a note out to our R&R partner now and will keep you updated.

[SportyGirly125]

@TeamBIC Thank you 

[TeamBIC]

@SportyGirly125 Thanks for your patience here! 😇 Confirming that your review was remoderated and approved, and should appear live on the site shortly! Apologies for the delay.

[SportyGirly125]

@TeamBIC Thank you for the update. 

[DanielaS08]

I am trying to go to my messages. I’ve tried different browser, private mode, etc… but this keeps showing… anything you can suggest? @TeamBIC 

 

[TeamBIC]

Hi @DanielaS08! Is it possible that you have your PMs turned off? Make sure they are enabled by accessing Community via a desktop or mobile web browser (not the app) and editing your preferences via the gear icon in the top right corner!

[ather]

Hi @TeamBIC  is there an issue with posts. I can log in but if I try to go into a post I have been mentioned in I get the oops there’s a problem message. I can post fine otherwise but replying from the email won’t work 😭

[Sunnysmom]

@ather @Titian06  @TeamBIC I’m having this problem sporadically as well as signing in issues even after clearing cookies on website. Also I am getting emails on and off with tag mentions but then they aren’t available or listed under notifications . On the app it’s also now asking me to verify my sign-in constantly. Very odd. 

[Titian06]

@ather @TeamBIC - I've been having this problem too.  I've cleared my cache a couple of times.

Samsung Galaxy A35

Samsung Tab A10

[TeamBIC]

@Titian06 @ather Hi both! Sorry to hear you're having trouble accessing posts you're mentioned in! Are you experiencing this issue on the Sephora app or via mweb?

[ather]

@TeamBIC  Both for me. I’ve tired the web and the app both have the same problem. 

I have an iPhone. Also tried to clear the cookies and nothing. I can get on but I have to manually find the posts. Haven’t tried to use my iPad. I can try! 

[Titian06]

@TeamBIC - I'm on the web.  If I log out then log back in, I've been able to get in.

[TeamBIC]

Hi @ather & @Titian06, thanks for providing more context here! It sounds like this is related to some ongoing tricky login issues we've been experiencing on site and within the BIC. We're continuing to troubleshoot these with our tech partners, and appreciate your patience 💚

[CynthieLu]

Hi @TeamBIC 

I have been trying to write reviews over the last week or so and I keep getting submissions errors on both the webpage and the app. I just tried again this evening on both and still can not post them without receiving submissions errors. 

Any help would be appreciated 🙏

[TeamBIC]

Hi @CynthieLu, thank you for flagging this! We are actively investigating this issue with our reviews partner. Out of curiosity, are you experiencing this on all platforms (desktop, mobile web & app)?