Frequently asked questions

Please include screenshots when sending support messages for the best assistance. If your query is about rewards, include your code and email address as well.

You can delete your The Rabanne Beauty Community account via the Settings section within your portal.

Click "Edit profile" to access your profile page and then you will be able to update your profile picture and/or display name.

Moderation usually takes 24 hours but can in some situations take up to 72 hours. There may be slightly longer wait times over weekends and during national holidays.

At the bottom of the tasks page, you can view the tasks you have already completed.

This means that your task was rejected.

This means that this is a repeatable task. You will be able to complete this same task more than once. The amount of times you can complete a specific task may vary (for example once per week), and this information will be in the task.

There are a few reasons as to why one of your tasks may be rejected. tasks will be rejected if:

• You used the same photo as evidence on multiple tasks. All tasks must be accompanied by a new and different photo.

• The photo uploaded is poor quality.

• The screenshot uploaded does not show significant evidence of the task being completed, due to how it was cropped or how it was taken.

• Required hashtags or tags are missing.

• The content of the photo or evidence uploaded is incorrect.

There will be a set number of times that a repeatable task can be completed. You will be able to find this information within the task.

After submitting an Instagram Post task, it will automatically move to the 'Awaiting Approval' stage. Please wait for up to 5 minutes.

If you receive a notification in the notification tab confirming successful completion, your task submission was successful. However, if the notification indicates rejection due to missing hashtags and/or mentions, ensure that you include the requested mention and all specified hashtags before resubmitting.

You will need to copy the promo code directly from your rewards tab and paste it into your basket at checkout. Please double check the terms of the code before applying it. Some promo codes are only valid for a specific set of products or for a minimum basket spend, for example.

From the main menu click rewards to view your rewards. You can also see the rewards you have received from leveling up!

Hashtags are not case-sensitive but they do need to be spelt correctly for us to identify your social media posts.

We recommend using the Copy button provided with task instructions to ensure hashtags are formatted and spelt correctly.

There are a few reasons why your Instagram post may say it cannot be recognised:

• Please ensure that your account is set to public. Since our platform automatically scans and retrieves information from Instagram, we ask that you please change your account settings to public for the posting of the photo. After submission and the task has been approved, you can change your account back to private and you will retain your points.

• Double-check that if the task is asking for multiple hashtags, that they are all included in the post. Hashtags must be included in the post caption, rather than the comments section, in order for the post to be recognised.

• Please make sure that the post you are submitting for the task as evidence is a new post (within the last 10 on your grid) as the system may not pick it up if it is too old.