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  For the last couple weeks, I’ve had increasingly frequent trouble accessing BIC. I can log in at the .com homepage (which I always do), but lately it takes at least a full minute for my avatar to replace the generic Sephora avatar on that homepage. Then when I try to visit BIC, I often get a 504 error (504 Gateway Time-out) instead of the Community homepage

Sometimes I can reach BIC, but pages take at least 60 seconds to finish loading—and it’s always images (including people’s avatars) that are slow to load. And sometimes I get a 504 when trying to open BIC threads. When this happens, I can still reach .com pages.

I don’t have screenshots right now, but I can take some next time this happens. I assume the tech folks don’t need a screenshot of the 504 error page (they should already know how that looks, along with other standard errors like 404). But if they need to see a page struggling to load, I can show that later.

504 errors are usually a server proxy issue, so it  doesn’t really matter what OS & browser I used to get the error. But for the heck of it, it’s happened to me with Safari on both my iPad and iPhone, as well as Chrome on both devices (desktop mode on tablet, mobile mode on phone).

[TeamBIC]

Thank you for flagging and providing detailed feedback - we always appreciate this @WinglessOne! We have raised a ticket with our Forum partners sharing your examples and they are actively investigating this. Please let us know if you run into additional instances so we can add those as well. Appreciate your diligence and patience! 🩵

[Titian06]

@TeamBIC - This is weird!  Starting today, I have been having difficulties tagging people when replying to their comments.

Here's a bad screen shot from my cell phone.  I was trying to reply to Samtian on the What are you wearing, Fragrance edition!   It would not bring up the window with the names.  I also noticed that the formatting (font, line spacing, etc.) looks a bit differently than when it's working normally (like right now). 

Also, speaking of "now."  The times I had trouble today, I was replying to a post or comment, not the original post as I am here, where the tag is working fine.

I just noticed that I can't post pics either.  If you look at the top of my screen shot, you'll see that none of the editing icons are showing.  I knew something was missing!  They're showing as I'm typing this post.  I was just trying to reply to a post by HusbandsWifey about her cats and could add the link to Pet Paradise or post a pic of my kitties.

Samsung Galaxy A35, Android, Chrome

 

[TeamBIC]

Thank you for flagging and providing screenshots @Titian06! We have shared your experience and screenshot with our Forum and tech partners, and they are looking into this. Are you still experiencing the issue? Please let us know if you run into any other instances of this so we can add it to our ticket. 😊

[Titian06]

Hi, @TeamBIC !  I haven't been having this issue today.  Hopefully it was just an anomaly. 💖

[danielledanielle]

@TeamBIC , happy Thanksgiving! 🦃🍽️ 

Tags are disappearing?  I'm hoping it's in response to new items being untaggable, but I've noticed tags for items in some of my recent posts are gone and in others post as well, particularly in the current haul thread November 2025 Monthly Hauls! 

[Samtian]

@TeamBIC I'm not able to # tag anything nor can I add anything in the associated products box. 

[WinglessOne]

@TeamBIC  Add me to the tagless list. Like @Samtian, I can’t tag any products (whether brand new or long existing) in the reply text box or the associated products box. I just tried doing this in the very recent Winter moisturizer thread with no luck: I was trying to tag The Ordinary Rose Hip Oil and Drunk Elephant Lala Retro.

Tonight I’m using Safari in desktop mode on my iPad (iPadOS 18.7.1). I haven’t tried Chrome yet.

I haven’t checked to see if any of my old tags have disappeared, but I’m curious since @danielledanielle reported it… I might go take a look in the hauls thread soon. 🤔 UPDATE: yep, my tags are missing from the November Hauls Thread post I checked. I still hope the “can’t tag new products” bug gets fixed, even with this hopefully temporary “can’t tag any products” glitch. 😅

[TeamBIC]

Thank you @danielledanielle, @Samtian and @WinglessOne for flagging and sharing what you all are experiencing. We're looking into this with our tech partners to hopefully resolve soon. Do you have any screenshots of that you can reply with? If so, that would be great to send to our product tagging vendor. Feel free to reply and tag us if so! Appreciate your patience. 🧡

[WinglessOne]

@TeamBIC  I just went back to that “winter moisturizer” thread to try tagging products again and take screenshots. This time, I was able to tag with no problems. And now I see my posted tags have reappeared in the November hauls thread. I’m still using Safari (desktop mode) via iPad. Maybe these were temporary bugs? If they come back, I’ll report ‘em again. 

[TeamBIC]

Thanks for the update @WinglessOne, we appreciate you checking and are glad that product tagging is working as expected for you now! 🎉 Please let us know if you encounter any future issues should they arise.

Xoxo,

Team BIC

[Titian06]

@TeamBIC - I thought it was just me until I saw these posts!  I've not been able to tag new products for months.  Now I can't tag any products.  Below is a screen shot of me trying to tag an Ellis Brooklyn perfume (I tried tagging a Maison Margiela and Kilian as well).

Samsung Tab A, Android, Chrome.

[WinglessOne]

@TeamBIC  The bug is back. Since @Titian06 took good screenshots of trying to tag anything, I’ll just add that the November hauls thread post I mentioned earlier has lost its tags again. Same goes for any posts I’ve made (that I’ve checked so far) that included product tags.

Here’s a cropped screenshot of the first spoiler tag in that hauls post, using Safari via iPad. Highlighting added by me.

[danielledanielle]

Thank you for getting all those screenshots @WinglessOne !

[TeamBIC]

@WinglessOne @Titian06 Thank you both - we see what you mean! Appreciate the screenshots (and can see the issue live currently) so with your help we have filed a very detailed ticket with our forum partners. 🙂 Stay tuned and apologies for the inconvenience in the meantime!

[Titian06]

@TeamBIC - I haven't received any notifications to my email account in about a week.  I checked the notification icon (the bell) and there are definitely notifications I should have received.  None were @ mentions as I'm not a particularly memorable individual.  It is unusual for me to go one day without any Community notifications.

I have been receiving Sephora emails.

Samsung Galaxy A35 Android

Samsung Galaxy Tab A Android

[TeamBIC]

@Titian06 Strange! Sorry to hear that, and thanks for reporting this. Do you mind double-checking in your settings that you don't have this checked:

And in the meantime, can you give us an example of a notification that you would have normally received an email for, but didn't? (Did you get an email for this @ mention? 😏) We'll check in with our tech partners and see if anything is awry!

[Titian06]

@TeamBIC - No, I did not receive your notification.  No, the block you asked about is not checked.  Below is a screen shot of the first page of my missed notifications.  I had just posted a haul on the November hauls thread and missed 6 or 7 @ mentions specifically as a good example.  

- @ 's, including another one from you on Feedback Wanted: Team BIC's 2024 Holiday Gratis

- The following subscribed threads:

-- Fenty thread

-- Chanel updates

-- Deals too good to pass up

-- Rewards Bazaar trophy room

-- Product releases: 2025

-- Beauty Insider Community Feedback

[TeamBIC]

@Titian06 Thank you for confirming and for sending over these additional details! And sorry to hear you're still not receiving email notifications - we'll dig in on our side and see what might be going on here.

[miss8]

@Titian06 , Not Me On #TheTopOfTheList 😂 #ScreenshotsLastForever 📸