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!

[WinglessOne]

@TeamBIC  The sign-in bug bit me hard this week: my usual Sephora.com login method (log in at .com homepage via iPad + Chrome in desktop content mode) now gives me the “Oops! Something went wrong. Please try again later” error message. First time I got that error this week, I noticed .com didn’t ask for my location before I tried to sign in. (I’m talking about the website requesting my location, which triggers the iPadOS/iOS “allow/don’t allow” popup.) I wonder if I accidentally disallowed that after my last successful login via Chrome + iPad, and now that’s somehow messing with my login ability. 🤔

Right now I’m here via iPad + Safari. I can also still log in via iPhone + Chrome or Safari. And I have 2 other browsers on both devices (Firefox and Opera), so I can rotate to those if necessary. I’d rather do all that than use BIC via the Sephora app. 😅 Anyway, I haven’t tried clearing my iPad Chrome cookies yet because I’m doing a design/dev related test (unrelated to Sephora) that requires keeping a certain cookie set for another week or so. The Chrome app for iPad doesn’t allow specific cookie deletion, unlike the desktop browser version. So, I can’t yet do the usual cookie/cache deletion dance to try logging back into Sephora & BIC. 

For a while, I could evade the sign-in bug by making sure to log out of Sephora.com each time I was done visiting .com and BIC. That worked only if I did not log out from BIC; I had to go from BIC to the .com homepage and log out there. This signed me out of both .com and BIC like I wanted. But apparently that wasn’t enough this week. 

/rambling about sign-in woes

[TeamBIC]

Hi @WinglessOne! Sorry to hear about your login troubles, appreciate you sharing all of your tips and tricks. 😉 We'll flag to our tech team to see if there's anything recently amiss that might be causing additional issues.

[WinglessOne]

@TeamBIC  Update: still haven’t cleared cookies, but turns out I didn’t need to. About an hour ago, I searched (Googled) for a product via iPad + Chrome and a Sephora product page was in the results. I clicked that result and finally got the “Sephora would like to know your location” prompt. I made sure to tap Allow. Apparently that’s all it took to fix my issue, because a few minutes ago I was able to sign in at the .com homepage again with iPad + Chrome, hooray! 

So yeah, the problem must’ve involved location sharing. Story moral: make sure to let Sephora.com see my location when prompted. 😅 There might be something your tech team can tweak behind the scenes (I mean, what if a customer really doesn’t wanna share their location), but that’s for them to explore and decide. 🙂 Thanks for bringing this to their attention! 

[SportyGirly125]

@WinglessOne @TeamBIC I always hit don’t allow for sharing location and it lets me log on. 

[WinglessOne]

@SportyGirly125  Is that in the app or the site? That info might help the tech team, if they’re looking into this. 

[SportyGirly125]

@WinglessOne @Mobile desktop

[Titian06]

Interesting, @WinglessOne !  I always so No to sharing my location.  Maybe that's my sign in issue too. 🤔

[WinglessOne]

@Titian06  Could be! I mean, really shouldn’t be, but could be. 😅

I understand why Sephora wants our locations (lets them serve us nearby store locations and inventory, for starters), but .com login shouldn’t error out whenever a customer wants to keep their location private (eh, kinda private; the only way to really keep your location private from online retailers is to use a VPN + a privacy browser). Not unless Sephora calls location sharing necessary in their .com terms of use. 🤷‍♀️

[izzydoj]

One thing I have noticed is that every time I go to checkout on the app it makes me enter and confirm my address again. One time while I was doing this , the app kept crashing and the product I wanted sold out!!! I was so frustrated and sad 😞 

[Ispend2much6]

Hello @TeamBIC !

I noticed that my shopping cart keeps emptying itself after a couple of days.  Is this by design?  If so, then I need to just "love" everything instead of putting it in my cart.  Thank you!

[TeamBIC]

@Ispend2much6 That's a good question - though we don't anticipate that your basket would save your picks forever, emptying out after just a couple days seems quick! We'll ask around for you and let you know what we find!

[TeamBIC]

@Ispend2much6 Us again with a quick update! Generally, items added to your basket are saved for up to 30 days. However, this can be affected by individual browser settings so can vary from device to device (and person to person) based on that.

[Ispend2much6]

@TeamBIC   Good point about the browser settings; I'll bet if I shut down my computer without logging off, it might delete my basket. Thank you!

[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!?

[Sunnysmom]

Same @Imr18 @TeamBIC . I also need to keep reading comments as I continue keep getting notices for certain products like YSL powder blush being back in stock and never are they! 😭 This is on the app even after I have deleted it several times. Also still asking me to constantly sign in. Every few seconds even! 

[gonerogue]

@Sunnysmom  The sign-in bug is the worst. One minute I’m finally on to contribute to the boards and the next I’m booted so I just give up and try again in a few days 😔

[Sunnysmom]

Truth @gonerogue ! I’m sorry for you too! Let’s hope the bugs get worked out very soon! 

[TeamBIC]

@Imr18 @PrettyPaint @gonerogue Oh no! Sorry to hear that - I've flagged this to our internal tech partners to investigate!

[PrettyPaint]

@TeamBIC Thanks so much. I appreciate it!

[gonerogue]

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