ruthm43 Thank you for contacting the giffgaff Community.
You should have converted it to a goodybag right away.
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.
However, as you have in effect used 5p of the topup for a text you have used your Credit Topup, however, if you explain to a giffgaff agent they may well refund you the 5p to get the goodybag you need, but this will be at their discretion, as I say, you have in effect made use of it by sending a text!
To contact a giffgaff agent you will need to fill in the agent form here https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/goodybag-allowances-or-credit-balance-incorrect/form/
Please ensure that you explain in detail to the Agent, so that they can assist you quicker
giffgaff agents reply within 4 hours in most cases however, can take up to 24 hours during busy periods (agents work 7 days a week from 8am to 11pm).
You will see when an agent has replied in the "Messages: From Agents" box which can be found half way down the right hand side of your "My giffgaff" page or you can access it direct here https://giffgaff.com/support/questions
Unfortunaltely if you need to raise a case with a giffgaff Account Agent today I'm afraid that there is currently an issue with the Website 14th February 2020, see the following announcement here https://community.giffgaff.com/d/33075503-ask-an-agent-links-unavailable-14th-february-2020 you will need to check with that for when it's resolved before you will be able to raise a case with Agents today. Sorry about that.
