Troubleshooting Guide

Troubleshooting Guide - L'Oréal Friends & Family Sale

This guide helps you resolve common issues during the L'Oréal Friends & Family sale. The sale is wildly popular, stock is limited and sells out quickly. Items can disappear from your basket while shopping due to the 15-minute basket timer.

I. Website & Server Errors

Problem: You are experiencing technical difficulties with the website, such as:
- "Internal Server Error 500" or other error messages
- Products displaying at full price instead of discounted prices.
- Inability to add products to your cart.
- Website crashes or freezes during checkout or payment verification.
- Difficulty accessing your basket or the website in general.
- Trouble entering postcode or other details
Solutions:Try the following steps:

Check the site: Check you are logged into the correct site for your location (https://friendsandfamily.loreal.co.uk/ or https://friendsandfamily.loreal.ie/)
Refresh the page: Sometimes a simple refresh can resolve temporary glitches.
Log out and log back in: This can reset your session and resolve authentication issues.
Try a different browser or device:  Try Chrome, Firefox, Safari, or another browser. If using a PC, try your mobile phone or tablet, or vice versa.
Clear your browser's cookies and cache: This can resolve issues caused by outdated or corrupted data.

Most browsers follow a similar pattern for clearing cache. Here's a general guide:

Open Your Browser's Settings/Options:
1. Look for a menu icon (often three horizontal lines or three dots) usually located in the top-right corner of your browser window.
2. Click on it and look for "Settings," "Options," or "Preferences."
Navigate to Privacy/Security or History:
1. Once in the settings, search for sections like "Privacy & Security," "History," "Advanced," or "Clear Browsing Data."
Find the "Clear Data" Option:
1. Within these sections, you'll typically find an option like "Clear browsing data," "Clear history," or "Delete temporary files."
Select "Cached Images and Files":
1. A new window or tab will usually pop up, allowing you to choose what type of data you want to clear. Make sure "Cached images and files" or "Cache" is selected. You might also see options for "Browsing history," "Cookies," "Passwords," etc. You can deselect these if you only want to clear the cache.
Choose a Time Range:
1. You'll often have the option to specify a time range (e.g., "last hour," "last 24 hours," "all time"). For a thorough clear, choose "All time" or "Everything."
Confirm and Clear:
1. Click the "Clear data," "Clear now," or "Clear browsing data" button to complete the process.
Restart Your Browser (Optional but Recommended):
1. Closing and reopening your browser can help ensure all changes take effect.

Check your internet connection: Ensure your internet is stable and functioning correctly.
Try again later: If the problem persists, the website might be experiencing high traffic. Try again after some time.
Contact Customer Service: If none of these steps work, contact customer service for assistance. Provide as much detail as possible, including any error messages, order numbers, timestamps, and screenshots.

II. Payment Errors

Problem: Payment errors, freezes, or inability to complete payment.
Solutions: Try the following steps:

Try a different card: Note, we do not accept AMEX.
Check the site: Check you are logged into the correct site for your location (UK or Irish)
Refresh the page: Sometimes a simple refresh can resolve temporary glitches.
Log out and log back in: This can reset your session and resolve authentication issues.
Try a different browser or device:Try Chrome, Firefox, Safari, or another browser. If using a PC, try your mobile phone or tablet, or vice versa.
Clear your browser's cookies and cache:This can resolve issues caused by outdated or corrupted data.
Check your internet connection:Ensure your internet is stable and functioning correctly.
Contact Customer Service:If none of these steps work, contact customer service for assistance. Provide as much detail as possible, including any error messages, order numbers, timestamps, and screenshots.

III. Order Confirmation Issues

Problem:Uncertainty about whether your order was placed successfully. This could manifest as:
- Not receiving an order confirmation email.
- Order showing as "created" in your order history, but no payment taken or confirmation received.
- Orders disappearing from your order history.
Solution:
- Check both your order history and your email inbox for a confirmation.
- If you do not receive a confirmation email and your order status is unclear (e.g., "created"), or if your order has disappeared from your history, contact customer service. Provide them with any information you have, such as the approximate time of purchase, the items you ordered, and screenshots. They will be able to investigate.