elisha122455688 Thank you for contacting the giffgaff Community.
Hopefully the following information will help you with your issue.
Sounds like maybe you had just an Airtime Credit Topup only and not a Goodybag, check your orders history here https://giffgaff.com/profile/payment-details#orders does it show 1xGoodybag or 1x Topup?
Airtime Credit was most likely used for Data! For example £10 Airtime Credit equates to a measly 200MB of Data at 5p Per MB with Airtime Credit, usually eaten within minutes or even seconds (even with just background Apps running), it's best when you top-up with Airtime credit to buy a Goodybag right away when you add the Airtime Credit and then get the free Calls, TXT and DATA Allowances that encompasses!
See instructions below on how to do that in future with your Airtime Credit Topup Balance.
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.
Some are often confused between Airtime Credit/Top-up and GoodyBags, they are not the same thing with giffgaff.. Hopefully this will help to clarify things for you.
With a Goodybag Calls, TXT and Data are included if within the UK (unless premium rate and some other Numbers)... Goodybags also cover while EU Roaming https://giffgaff.com/sim-only-plans#accordion-1 as per the SIM only Plans https://giffgaff.com/sim-only-plans. You will see any Active Goodybags on your Account Dashboard at the top when you login here: https://www.giffgaff.com/dashboard
Airtime Credit or Top-up (PAYG) is for all those little extras which are not covered by the Goodybags! If you don't have an active goodybag, you'll be charged for any data, calls or texts usage from the Airtime Credit/Top-up (if you have any) according to our pay as you go prices. Data usage is charged per megabyte (MB) and calls are charged per minute as shown below.
PRICING FOR (PAYG) Pay as you Go
You can check your Payment History here: https://giffgaff.com/profile/payment-details#orders
You can see and buy a Goodybag plan here https://giffgaff.com/sim-only-plans which will last a Month from applying it.
When you have a Goodybag and no credit it's normal for the Balance to Read as 0.00 as you have everything included in the Goodybag! Unless of course you also have Airtime Credit/Top-up to cover those little extra's not included by the Goodbag plans.
See also the following video which explains things in a bit more detail (Ignore the bit about Gigabags as these are no longer Applicable, but it explains well about Goodybags and Airtime Credit) :
I hope this helps