A little while ago, we let you know that we were doing a few tests with PayPal when you activate a SIM card.
As you might remember, the reason we were doing this experiment was because we’d seen that members who were activating with PayPal were having a poor experience.
What the trial results show is that of the people who chose PayPal during activation, a high number of members got lost during the PayPal journey and didn’t manage to complete their activation.
Working closely with PayPal, we set up a trial to see if not having PayPal as an activation option would result in fewer people struggling to activate.
When we removed PayPal from the activation flow, we ended up seeing more successful activations, not less as we had expected. In short, when we first implemented PayPal, we thought it would improve the joining experience, but it turns out from this trial, it doesn’t.
Because of this, starting on Monday, 12th November, 2018 we’ll be removing PayPal from the activation journey. From the results of our experiment, we’re confident that this will mean that more members have a smoother time joining giffgaff.
Knowing this was quite a popular idea, we will do our best to bring this to life in a way that benefits our members. So, we’re going to continue to work with PayPal on the experience of using PayPal in general.
PayPal will still be available after you’ve activated a SIM card, so you’ll be able to continue to use PayPal if you currently use it today.
I’m sure you’ll have some questions, so I’ll keep an eye on the thread and respond as much as I can.