Help & Support

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newcomer
ornela
Posts: 3
Registered: ‎28-09-2011

top up

Hello, there is a problem when I am trying to top up online. I have tried 3 days now and the message i get is the same. ''We haven't been able to process your payment due to a bank decline. We suggest you contact your bank if you want to use this card to top-up.''

 

 My sister, my partner and my parents are trying to top up too but it is impossible. I need to use my phone these days for work and I cant.

 

 Please can you fix this problem?

kingeurope
Posts: 426
Kudos: 108
Best Answers: 64
Registered: ‎08-07-2013

Re: top up

It could be a number of reasons.

 

Giffgaff's website only accepts UK credit and debit cards.

Alternatively, you can top up with an o2 voucher that you can buy at most ATMs and supermarket tills.


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shakir0123
Posts: 347
Topics: 9
Kudos: 93
Best Answers: 11
Registered: ‎22-05-2013

Re: top up

buy a voucher and see if it works
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alexc33
Posts: 8,800
Kudos: 1,186
Best Answers: 876
Registered: ‎24-11-2011

Re: top up

Can you try using another browser as this may resolve the issue.

Check your payment history and your bank/credit card accounts to make sure the payments haven't been taken from them. There have been reports by some people where they have had payment declines but money still taken and no top up or goodybag delivered.

If there is an issue with payments taken then ask an agent to resolve and refund if necessary.
kylie_ysyeng19
Posts: 1,884
Kudos: 397
Best Answers: 336
Registered: ‎17-10-2011

Re: top up

Hi ornela, welcome to giffgaff and Im sorry to hear about this

 

I would suggest you try a different browser or clear the cache

This seems to solve the problem

 

Also you may want to check with your bank/card issuer if you have sufficient balance in your account and that there are no restrictions on your card.

 

I understand your frustration not being able to topup. Meanwhile, you may want to use a voucher to topup. You can purchase an O2/giffgaff topup from most stores providing epay, payzone or paypoint services or the Post office.

 

Then, 

 

 

The voucher can be redeemed from your giffgaff mobile, or online.

 

From your mobile

Call  43430 for free with your giffgaff phone and follow the voice prompts along the way.

 

Online

  1. Log in and head to Top-up 
  2. Scroll down until you find "Top-up features". 
  3. Click on use it online to load the top-up by voucher page
  4. Enter your voucher's 16 digits code in the field - if the code is rejected, see here how to solve it.
  5. Click on "Redeem". 

Please note that top-up vouchers can take up to24 hours to be applied to your account balance. 

 

Have a look at http://community.giffgaff.com/t5/Solve-your-questions/How-do-I-top-up-using-a-giffgaff-top-up-vouche... for more info

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newcomer
ornela
Posts: 3
Registered: ‎28-09-2011

top up

Hello,

 

I already sent a message before and I am waiting for a reply. I need to top up and I CANNOT . please fix this problem. I tried  so many times and used different debit cards.

kingeurope
Posts: 426
Kudos: 108
Best Answers: 64
Registered: ‎08-07-2013

Re: top up

Sorry to hear you're having issues.

 

You can alternatively top up using an o2 voucher, which you can buy in many shops;

http://community.giffgaff.com/t5/Solve-your-questions/Where-can-I-buy-top-up-vouchers/ta-p/3517485


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alexc33
Posts: 8,800
Kudos: 1,186
Best Answers: 876
Registered: ‎24-11-2011

Re: top up

[ Edited ]
You already have answers in the thread you started before. Look through there to see the answers.

http://community.giffgaff.com/t5/Help-Support/top-up/td-p/10413201
kylie_ysyeng19
Posts: 1,884
Kudos: 397
Best Answers: 336
Registered: ‎17-10-2011

Re: top up

Have you tried what I suggested in your previous post

 


Hi ornela, welcome to giffgaff and Im sorry to hear about this

 

I would suggest you try a different browser or clear the cache

This seems to solve the problem

 

Also you may want to check with your bank/card issuer if you have sufficient balance in your account and that there are no restrictions on your card.

 

I understand your frustration not being able to topup. Meanwhile, you may want to use a voucher to topup. You can purchase an O2/giffgaff topup from most stores providing epay, payzone or paypoint services or the Post office.

 

Then, 

 

 

The voucher can be redeemed from your giffgaff mobile, or online.

 

From your mobile

Call  43430 for free with your giffgaff phone and follow the voice prompts along the way.

 

Online

  1. Log in and head to Top-up 
  2. Scroll down until you find "Top-up features". 
  3. Click on use it online to load the top-up by voucher page
  4. Enter your voucher's 16 digits code in the field - if the code is rejected, see here how to solve it.
  5. Click on "Redeem". 

Please note that top-up vouchers can take up to24 hours to be applied to your account balance. 

 

Have a look at http://community.giffgaff.com/t5/Solve-your-questions/How-do-I-top-up-using-a-giffgaff-top-up-vouche... for more info

 

 
Please try to stick to one post, you'll get more replies that way and its easier to troubleshoot if its in one place
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newcomer
ornela
Posts: 3
Registered: ‎28-09-2011

Re: top up

It is not only me , but nobody from my friends can top up, and they have different bank accounts. I will try with a voucher , thanks