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!

[danielledanielle]

@TeamBIC Having a tiiimme on mobile.  This is Android phone, on Firefox.  Cleared cookies twice and it was loading like plain html.  I can't even post the screenshot.

I posted originally in incognito mode and then I came back to add and the same thing happens.  Currently in regards Firefox browser.  Cleared cookies again. 

 

[miss8]

@danielledanielle , #Firefox Is Notorious For Losing Plug-Ins (At Least On Their Desktop Version).

[TeamBIC]

Hi @danielledanielle, @Titian06, @WinglessOne & @itsfi, apologies for the delay here on our end! We wanted to confirm we are aware of an issue that occurred with Community on Monday while were out of office for Labor Day. After working with our partners, we believed this issue was resolved and saw Community looking normal as of yesterday when we were back online. Can you all confirm that everything is looking normal on your end as well?

[danielledanielle]

Yup, ditto to what @WinglessOne , @Titian06 , @itsfi posted...No more weird page loads, thanks for the check in @TeamBIC 

[WinglessOne]

@TeamBIC  Yep, BIC’s been back to normal for me on my usual device + browser pairings throughout today. Thanks for the update!

[Titian06]

@TeamBIC - Yes, the site is back to normal.  Thanks for checking!

[itsfi]

Confirming @TeamBIC that everything is looking normal on this end as well. Thank you! 😀 

[TeamBIC]

Amazing, thanks for confirming @itsfi! 💜

[TeamBIC]

Thank you all for also confirming @danielledanielle, @WinglessOne and @Titian06! 🧡

[Titian06]

@TeamBIC - Here's a screenshot of what's going on.  I see this on both my Samsung Galaxy A35 phone and Samsung Galaxy Tab A, both Android using Chrome.  It's on both the community pages and the private messages pages.

[WinglessOne]

@TeamBIC  Holy missing css, Batman! 😂 Posting partly as a test; this is the first time today I’ve been able to see this (or any other) thread as designed, let alone reply to any threads. My view looked exactly like @Titian06‘s screenshots, and I tried via: 

iPad: 

• Chrome in desktop content mode*
• Safari in desktop mode
• Firefox in desktop mode 

iPhone: 

• Chrome in mobile content mode
• Safari in mobile mode

This problem started early this morning for me and continued til 1-2 hours ago (last time I tried seeing BIC before logging in again 5 minutes ago). Sometimes I was able to see the main feed (Community homepage) as intended, but clicking any thread link resulted in, well, those screenshots. Also, it took a long time for threads to open. Hopefully things are fixed now. 

UPDATE: nope, still broken. As soon as I tried to reply to a comment in the Empties thread (https://community.sephora.com/t5/Makeup-Is-Life/Empties-V2/m-p/7206733/highlight/true#M109971 ) I got all the wonkiness again. I was using my iPad with either Chrome or Safari. Right now on my iPhone + Safari, things look fine—but now I expect things to break again if I keep browsing BIC. When pages start loading too slowly, that’s the warning for me.  

*Someone once asked me about this, so: if you use an iPad in landscape orientation and hate seeing the mobile-designed versions of websites that way, you can change both Safari and Chrome to show you sites in desktop mode instead. In Chrome, tap the 3 dots menu (left right end of the URL bar) > Settings > Content Settings. For Safari, go to iPad Settings > Safari > scroll all the way down to “Request Desktop Website.” Oh, and Firefox might be auto-set this way for you; if not, you’ll find a way to change it in Firefox’s settings menu. 

[Titian06]

@WinglessOne - I didn't think to try desktop mode.  I tried incognito, but it didn't work for me.  I took a stab in the dark hoping my screenshot would post. 🤣

[itsfi]

@TeamBIC, same issue as @danielledanielle on iPhone app and browser, both private incognito setting and regular web browser. Same on laptop (PC). This is actually the first time since about 8:30am Pacific Time that I've been able to get a reply box. Fingers crossed this posts. 🤞 I can, howevever, browse the site to shop. I mean, there's that!! 😉🛍 I'm thinking there are system-wide updates taking place? 

[Titian06]

Hi, @TeamBIC !  I went to look at my Loves list this evening.  First, thank you for listening to us requesting the ability to create our own lists!

The problem is my list is showing current Loves and Loves from years ago that mysteriously vanished (i.e., Sephora stopped carrying, but were never officially "unloved").

When I click on the red heart to unlove, I get a "something went wrong" message. I was able to unlove about 30 items--these were all more newly removed from Sephora's product inventory.  The remaining 40+ are much older.

I tried moving them into an Archived list I created (testing the new create your own list feature in the process).  I was able to move all the ones I tested, but could only delete the more newly removed items as mentioned above.

Right now everything is in my Loves list.

I'm using a Samsung Galaxy A35 phone and and a Samsung Galaxy Tab A tablet

Android and Chrome for both

[WinglessOne]

@Titian06 @TeamBIC  My custom loves list playtime this morning turned into a full blown list creation and cleanup session. 🤣 I also had lots of old ghosts in my loves list; I think the oldest were from 2018. I was able to remove ‘em all without any trouble. I used my iPad (iPadOS 18.6.2) and Google Chrome in desktop content mode. 

What did give me trouble was moving items from one list to another list, probably because I had 2 .com pages open at the same time. On the all items list page (Lists landing page), I tapped an item (a lipstick) to pop a description modal. In that modal, I used the “see details” link to open the full product page in another browser tab. I wanted to see more photos of that lipstick shade so I could decide if I still wanted to keep it listed. When I went back to the Lists page (with the product page still open in another tab), I tapped that item’s heart to see the list actions modal. I got a reauthentication challenge (the .com sign-in modal), so I tried to log back in. I got a “something went wrong” message. When I reloaded the page to clear that modal, I was hard-booted out of .com with the “access denied” message. 

Then I closed both Sephora tabs, waited a few minutes, and came back to .com. Whenever I get kicked like that, the main nav (or I guess the wrapper, guessing at .com’s nav taxonomy) is screwy: my profile menu doesn’t appear, along with a few other things. I usually tap the Store Locator menu to force the authentication modal to pop, and then log in from there. That worked this time, so I didn’t need to dump cookies or close and reopen Chrome to get back into .com. 

Is there a session rule stopping us from browsing .com in 2 (or more) browser tabs at once? Maybe to try stopping bots? This isn’t the first time I’ve been kicked for doing that, but it’s a thing that only started happening this year. Sometimes I get the reauth challenge and I’m able to complete it and stay logged in. Other times, like this morning, I get blocked instead. I’m not a bot, I promise! 🥺 Two of you admins have even met me in person! 😅 Seriously though, I’m a habitual multi-tab browser on any website, so this session rule (if that’s what it is) is crampin’ my style, man. 

BUT, thank you for letting us create multiple lists! ❤️ I made the maximum 10 custom lists allowed. Glad to see we can use multiple words and spaces in the list names. When I confined myself to one browser tab, I had no problem moving items from list to list. Well wait, something glitchy did happen, but I think that might’ve been a Chrome desktop mode issue; sometimes Chrome throws little tantrums on my iPad when I don’t let it show sites in mobile content mode. I’ll play with my lists in Safari later today. 

[Titian06]

@WinglessOne @TeamBIC - I was able to remove all of my remaining ghost products from my Loves list this morning.  The only issue I had was the "Show More Products" button at the bottom of the page would disappear after I deleted a product.  I had to refresh my page after every delete (Samsung Galaxy A35 Android using Chrome).  Then I would have to scroll to the bottom of the screen, click the button, scroll to the next product, and go through these steps again...around 80 times!

[WinglessOne]

Howdy @TeamBIC ! At the .com website, the top nav heart icon for Loves List no longer shows me my loves list.

Steps to recreate: 

1. Log into Sephora account at sephora.com.
2. Click/tap the Loves List heart icon (top nav, right corner).

Expected result: Loves List will display. Or wait, we usually get a truncated list preview with a link to view the entire list, right?

Actual result: no full list or truncated preview; just a blank list with noticed to add items:

Screenshot of mobile web via iPhone & Google Chrome.

Tested with: 

• Tablet - iPadOS 18.5 and Google Chrome in desktop content mode. Note that I turn my iPad off each night (unlike my iPhone), so this isn’t a “try restarting your device” issue. 
  
  
• Phone - iOS 18.5; Google Chrome and Safari, both in mobile content mode. Tested via Chrome both before and after clearing all browser cookies and cache. 

Workaround: I can still see my full Loves List if I click/tap through my profile menu from a .com page (my username > Loves), so at least it’s not completely gone. 😅 

Screenshot of mobile web via iPhone & Safari.

Separate potential issue: this week, I’ve had some major glitching happening when trying to log in to my Sephora account via website. It only happens with Chrome on my iPad though, so before I take screenshots and stuff, I’ll do a cookie & cache dump and a few other tweaks to see if the problem’s on my end. 

[danielledanielle]

They are revamping it @WinglessOne 

Still glitchy, I don't know what that list to the right was intended to be

@greeneyedgirl107 ...I think this was a long time wish of yours

[WinglessOne]

@danielledanielle @greeneyedgirl107  Sweet! Not the glitchiness but the ability to create our own lists! I’ll play with it later, or after @TeamBIC makes an official announcement about it. If I do it right now, there’s a good chance I’ll get logged out of BIC by going to a .com page, and then my whole Sephora login experience will be messed up for a while. (That still happens to me sometimes when I visit product pages from BIC posts.) 

[greeneyedgirl107]

@WinglessOne ooh! That's great! Thank you for the heads up!

[shaedog1]

I am having the same issue.  For the past two months I haven't been able to access my loves/lists.  I had a beauty apt yesterday and I wanted to go back and see what the stylist used but when I click on lists it says it's empty.  I can only see what I have recently purchased.  Does this on my app and when I try and go to the website via Chrome