My balance went low why

sheby83

I was trying to buy a goody bag for £25 and my balance went low so I couldn’t buy it. This has happened a few times now

persco

sheby83 I was trying to buy a goody bag for £25 and my balance went low so I couldn’t buy it. This has happened a few times now

Hi @sheby83 if you haven’t already bought a lower goodybag, please contact an agent to see if they would be kind to add the shortfall to get you the Goodybag.

Please turn your mobile data off on your phone before they come back to you or it will continue reducing. giffgaff topup pages are free to access if you use your phone stock browser. You can also dial 43430 option 2 to get a goodybag which bypasses the website.

In future, queue your goodybag behind current one so it kicks in straight after current one expires.

Or if using a voucher you can get a goodybag direct using a voucher by just dialing 43430 option 2.

If using a bank card to make the purchase online, buy a goodybag direct instead of just topping up with airtime credit and exchanging for a goodybag. That prevents this situation happening again.

tonychurm39

sheby83 hello
Its always best to turn data off and use wifi to buy the goodybag when you have topped up so you dont get charged the fee pence for data connection.. even better to buy the goodybag a day or two in advance to stop that happening

dylanobrien1991

sheby83 hey just a suggestion... when topping up remember to turn of mobile data temporary and not to make any call or send any text before activating your goodybag

netfax

sheby83 Your top-up credit balance might have been reduced by Apps running in the background or updating using giffgaff’s mobile data services (at 5p per MB). Please take a look at your Recent Usage Statement as this should show how your credit has been used. Please note that the information displayed is up-to-date as of the end of day before yesterday. Any transactions/usage made yesterday will show on this page from 8am tomorrow and today’s usage will appear from 8am the day after tomorrow.

If your credit has been used by mobile data, please make sure that within your Apps Store settings, you select the option for Apps to update via Wi-Fi only as this will avoid Apps updating via mobile data. Also, Apps running in the background can also use mobile data without you being aware of it, so if you don't want this to happen, please switch off mobile data when you don't need it.

USING AN iPHONE? Please turn off the Wi-Fi Assist feature, as this uses a Wi-Fi/Mobile Data combination to increase data speeds, even if mobile data is turned off. Please see the official Apple instructions for full details on how to turn Wi-Fi Assist off.

If however none of the above apply to you, please raise an an agent case and they'll look into this for you. It can take up to 24 hours for a giffgaff agent to reply.

When a giffgaff Agent responds to your enquiry, you will receive your reply within your dashboard's message section. Thanks.

holly45992

If data is left on the phone will use credit in the background for data, a agent might put it back on

https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/

stiglee3

Hi, check guide to sort issue, use link to contact an AGENT explain what has happened AGENT will refund small amount to allow you to buy goodybag.
NOTE: only agents can sort out account issues

Make sure your "MOBILE/CELLULAR DATA..IS SWITCHED OFF" . When not needed. If it's switched to On...Apps will update in the back ground and can use up all your credit.

If it's switched to On...Apps will update in the back ground and can use up all your data allowance and then it will switch to trying to use your credit balance to buy data to download app updates.

Make sure you set your phone to "ONLY USE WIFI TO UPDATE" as this will save you data and money.

** LOST CREDIT **
CONTACT an AGENT only they can sort out account issues
https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/goodybag-allowances-or-credit-balance-incorrect/form
Explain what has happened in box provided and ask for refund
Agents are available from 8am till 10pm 7 days a week.
They normally refund the glitch/small anount so you can get your goodybag.

NOTE: please make sure your mobile data is turned off when topping up.

scrupps

Apps in the background will use some data and reduce any credit you have just added. Another way to avoid this is to put £10 credit in to your airtime credit pot and this will then cover any gaps between goodybags and also any calls made not included in a goodybag.