dpoet61 Hi there,
Thank you for contacting the giffgaff Community. Hopefully the following information will help to assist you further.
If you have recurring goodybags set up, you need to disable that first! https://giffgaff.com/profile/payment-details#goodybagsettings
To exchange your airtime credit for a goodybag bundle please follow the steps below or this can be done from your phone by dialling 43430, selecting option 2 and follow the instructions.
1) Login -> https://giffgaff.com/auth/login
2)Go to the https://giffgaff.com/buy section of the website
3)Select the goodybag you wish to buy and then click “select button”.
4)Your goodybag appears in your basket. Click "Select" next to "I only need a goodybag"
5)Click "Continue" without ticking the box to recur your goodybag
6)Click "Exchange airtime credit"
You can also buy a Goodybag with Airtime Credit Balance from your phone
Buying a goodybag from credit by phone
Dial 43430 from your handset.
At the main menu Press 2 to buy a goodybag and choose to use your Airtime Credit for the Goodybag purchase.
If you have tried the steps above and still having issues exchanging your airtime credit for a goodybag ask a giffgaff agent to investigate. An agent can be contacted by following this https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/Exchanging-credit-for-a-goodybag... link. Please be aware that agents generally reply within 24 hours of you sending your message.
You can find when an agent has replied in the "Messages From Agents" box that is located on your "My giffgaff" page or you can access the page by following this link https://giffgaff.com/support/questions