| Service | Status |
|---|
| Making purchases on the giffgaff website | ✅ Restored |
| Buying recurring goodybags | ✅Available |
| Redeeming vouchers and buying goodybags from credit | ✅Available |
| giffgaff mobile service | ✅Available |
Summary
We had a higher than usual rate of payments failing while trying to make a purchase on the giffgaff website. The team have looked into it and have put a fix in place.
Most Recent Update - Resolved - 15:47 14 Feb 2020
Hi everyone, I'm happy to say that we've put in a change that means that people are no longer seeing these payment failures. Part of the fix involves using a different system when processing these payments, so some members may see a different 3D Secure verification page when making a payment. This transaction is still secured and will allow the purchase to go through safely.
If you were having trouble buying something today, give it another go, and it should go through.
Thanks all for your patience while we sorted this.
Will
Update History
11:04 13 Feb 2020
Hi all,
We've seen a rise in the number of payments that are not completing today, and we're investigating why this is happening. If you go to add credit, buy a goodybag, or buy a phone, you may come across an error message or other payment failure. Don't worry, if this happens, no payment will have been taken.
As soon as we identify the issue, we'll begin working on the fix and let you know of any progress.
We'd like to apologise to those of you that this is happening to - we're working to get it fixed for you as soon as we can.
Thanks,
Will
Update - 11:12 13 Feb 2020
Voucher topups and buying a goodybag from credit are unaffected, so if you are experiencing this issue but need a goodybag quickly, you will be able to buy one by redeeming a voucher bought from a local PayPoint, Payzone or ePay shop, and then turning that credit into a goodybag.
Update - 10:05 14 Feb 2020
Hi folks, the team are still working on this and have made a little progress. This issue is only affecting members who are making a one off purchase, and isn't affecting people who have recurring payments turned on for goodybags.
We'll be making a tweak to a couple of systems that should reduce the number of people running into this error, and we'll keep working with our partners to solve it for everyone.
In the mean time, if you are running into this error and need a goodybag, you can still buy a voucher and turn it into a goodybag, either on our website or by dialling 43430.
Resolved - 15:47 14 Feb 2020
Hi everyone, I'm happy to say that we've put in a change that means that people are no longer seeing these payment failures. Part of the fix involves using a different system when processing these payments, so some members may see a different 3D Secure verification page when making a payment. This transaction is still secured and will allow the purchase to go through safely.
If you were having trouble buying something today, give it another go, and it should go through.
Thanks all for your patience while we sorted this.
Will
