Welcome to the Creator Help Center!

Steps to Reset Your Password

1. Go to the L'Oréalistar login page at us.lorealistar.com.
2. Click on the Forgot Password? link below the login fields.
3. Enter your registered email address and submit the request.
4. Check your email inbox (and spam/junk folder) for the reset link.
5. Click the link and set a new password.

🔄 How to Request an Email Address Update

1. Contact the Community Support Team:
   • Reach out to support at members@lorealistar.odore.com.
   • Ensure you use the same email currently linked to your account when requesting an update.
2. Provide Necessary Information:
   • Your current email address (the one linked to your account).
   • The new email address you want to use.
   • Any additional details to help verify your identity (e.g., username or account ID).
3. Wait for Confirmation:
   • Once the admin updates your email, you will receive a confirmation email at your new address.
   • If you do not receive a confirmation within a few days, follow up with support at members@lorealistar.odore.com.

📍 Steps to Update Your Address

1. Log in to the L'Oréalistar platform at us.lorealistar.com.
2. Navigate to your profile settings.
3. Select the Address section.
4. Click Edit, enter your new address, and confirm all details are correct.
5. Click Save to update your information.

🏡 Selecting Your Address from the Search Box

When updating your address, you’ll see an input box that allows you to search for your address.

• It is highly recommended to select your address from the dropdown list that appears.
• If your address is not available, you can manually enter it in the designated field below.

📩 When Will My New Address Be Used?

Your updated address will apply to all future reward shipments. However, if you have already claimed a reward before updating your address, it will be sent to the previously saved address.

If you need to change the shipping address for a reward you already claimed, please reach out to support at members@lorealistar.odore.com as soon as possible.

Key Eligibility Requirements

• Age and Residency: You must be a legal resident of the 50 United States or District of Columbia and at least 18 years old at the time of registration.
• Social Media Accounts: Maintain a public Instagram Creator or Business account (linked to Facebook) and/or TikTok account with at least 1,000 followers (up to 50,000). Accounts must remain public and accessible for verification.
• Account Limits: Only one program account per email address. Disputes over ownership will favor the authorized email holder.
• Compliance: Agree to and follow the Program Terms, Social Media Content Policy, and Community Terms. This includes honest content, proper disclosures, no third-party IP (e.g., music), and no disparaging remarks.
• Ongoing Participation: Your content and behavior must align with L'Oréal's values; violations (e.g., public disrepute) can lead to termination.

How Your Data is Used

• Enrollment and Activities: Personal information (e.g., email, social handles, profile details) is collected for program management, such as verifying eligibility, tracking challenges, and sending rewards or notifications.
• Program Operations: Data supports features like content review, stars allocation, tier progression, and community engagement (e.g., chats, events).
• Marketing and Communications: You may receive emails about updates, but account emails (e.g., reset password) continue even if you opt out of marketing.
• Opt-Out of Marketing Emails: Unsubscribe from marketing emails via the link in any email, while keeping essential program communications.
• Deletion Requests: Request account deletion via support; data will be erased within a reasonable timeframe (typically 30 days), except for legal retention needs.

Common Troubleshooting Steps

1. Check Your Internet Connection: Ensure you have a stable internet connection. Try switching to a different network or restarting your router.
2. Clear Cache and Cookies: In your browser, clear the cache and cookies (go to settings privacy clear browsing data). This often resolves loading or display issues.
3. Try a Different Browser or Device: Switch to another browser (e.g., Chrome, Firefox, Safari) or try accessing the platform on a different device to isolate the problem.
4. Update Your Browser or App (If Applicable): Ensure your browser is up to date. If using a mobile app for access, check for updates in your app store.
5. Contact Support: If issues persist, email support at members@lorealistar.odore.com with details: describe the problem, include screenshots, your device/browser info, and steps you've tried.

Who manages my data?

Odore acts as the data processor, while L'Oréal, operating the L'Oréalistar community, is the data controller. Your data is handled according to the privacy policies set by L'Oréal. If you request deletion, your data will be permanently erased from both the L'Oréalistar platform and Odore’s systems.

🗑️ How to Request Account Deletion

1. Contact the Community Support Team:
   • Send an email to support at members@lorealistar.odore.com.
   • Use the email address currently associated with your account.
2. Include Necessary Information:
   • Clearly state that you would like to delete your account permanently.
   • Provide your full name and registered email address for verification.
3. Processing & Timeline:
   • Once your request is verified, your account and associated data will be permanently deleted within a reasonable timeframe, typically within 30 days.
   • Some data may be retained for a limited period if required for legal, security, or compliance reasons, but it will not be used for any other purpose.
   • You will receive a confirmation email once the deletion process is completed.

🔍 Need More Information?

To learn more about how your data is handled, please refer to the Privacy Policy at loreal.com/en/usa/pages/group/privacy-policy-b-to-b-usa/ and Terms & Conditions at us.lorealistar.com/policy/terms-of-service. These documents outline how your data is processed, stored, and deleted.