{Resolved} Issues accessing "My Loan" pages - 31st March 2020

paul_d_

Service	Status
My loans section	✅Available
Community access	✅Unaffected
All other giffgaff services	✅Unaffected

Summary

We saw an increase in cases being raised by members that have an existing Phone Loan. Members may have experienced issues navigating to 'my loans' within their account dashboard, Members may have also experienced an error message or the page not loading. Our technical teams have now resolved this issue, and member should now be able to access the 'My Loans' section in most cases, there is still some ongoing work to fix the full journey which is detailed further in the Most recent update as of 19:35, 02 April 2020. As of 17:49 20 April 2020, this issue has now been resolved

Most Recent Update - 17:49, 20 April 2020

Evening everyone

Sorry for the delay in regards to a proper update on this one.

This issue should now be fully resolved, of course if anyone is still experiencing issues then please do raise a case to our agents using this link here so that it can be investigated 🙂

Cheers
Guy

Most Recent Update – 13:17 31st March 2020

Afternoon giffgaffers,

We have seen an increase in cases being raised by members that have an existing Phone Loan. Members may experience issues navigating to 'my loans' within their account dashboard and may experience an error message or the page may not load. Our technical are aware of the issue and working hard to resolve this as soon as possible

We apologise for any inconvenience caused & thank members for their patience whilst we investigate & resolve this issue.

Paul

Most Recent Update - 19:35, 02 April 2020

Evening everyone

Thank you for bearing with us whilst we investigate this issue and sorry for any inconvenience caused.

The team have now rolled out a fix for accessing 'My Loans' from the giffgaff site and members should now find they can get access to their loan information, and their payment management page.

Some members may initially be redirected to an old giffgaff gameplan or giffgaff money page when they click the 'Manage my repayments' link, in this instance if a member then hits back arrow to return to the 'My Loans' page and then clicks the 'Manage my repayments' link again, then they should then successfully reach Ratesetter loan dashboard. This is something the team are aware of and currently working on resolving.

Cheers
Guy

Most Recent Update - 17:49, 20 April 2020

Evening everyone

Sorry for the delay in regards to a proper update on this one.

This issue should now be fully resolved, of course if anyone is still experiencing issues then please do raise a case to our agents using this link here so that it can be investigated 🙂

Cheers
Guy

clikasarus

paul_d_
at least now members can see why there has been a problem thanks for the update it will help 👍🏻

persco

Glad this is raised finally. Thanks for putting this up.

kathleen414

Lots of posts about this popping up now so hopefully it will get resolved ASAP

natty88

Quickest way for now is calling rate setters on

020 3142 6226

Leave message and contact number for call back about it until issue is resolved.

funnelcake

Thanks for letting us know!
Hopefully it'll all be running smoothly again soon enough.

abbywootton

This has been a problem for a long time.

guy_ow

Most Recent Update - 19:35, 02 April 2020

Evening everyone

Thank you for bearing with us whilst we investigate this issue and sorry for any inconvenience caused.

The team have now rolled out a fix for accessing 'My Loans' from the giffgaff site and members should now find they can get access to their loan information, and their payment management page.

Cheers
Guy

figment_uk

guy_ow

https://www.giffgaff.com/profile/my-loans is still displaying :

harrrrrry

figment_uk

That's likely to be a cache problem. I'm not getting that banner -- probably because I haven't visited that page before, or at least, not recently, and therefore there is nothing in my cache.

Try going to https://www.giffgaff.com/profile/my-loans?xx=1 -- that should show the current page, because ?xx=1 will be ignored by giffgaff, but it's enough to cause your browser to display the real page instead of the one it's seen before. It's also 500% better than globally clearing cache and cookies, which is always a bad thing to suggest or do.

guy_ow

figment_uk Sorry for the late reply here.

Just checked it myself, and although I have no loan, access to the page is working for me.

Have things changed with it since your post figment?

figment_uk

harrrrrry

That was my first visit to the page. Visiting using the URL you suggest takes me to the same page with same banner.

Same happens if I switch to another browser that hasn't been used on this computer previously.

Makes me wonder if the pages are being cached by my ISP

harrrrrry

figment_uk Makes me wonder if the pages are being cached by my ISP

An ISP should not be caching pages with querystrings -- or if they do, they should be caching them separately, because the two pages are effectively different pages. Imagine what would happen if an ISP cached mybank.co.uk/terms?country=uk and mybank/terms?country=usa and assuming them to display the same information? Everybody regardless of their country would be getting the terms of whichever country the first customer of the day logged in from.

Maybe the problem is actually that you have a phone loan, and I don't, so we're seeing an inherently different page even when we go to the same URL and the banner is not being applied to pages that don't yet have a loan.

figment_uk

harrrrrry
No phone loan here either

guy_ow
Just checked, and page is now loading as expected.

vaida_n

‘My Loan’ is still not working and ‘my repayments’ section doesn’t exist.
I have tried to use different devices but same issue.

harrrrrry

vaida_n

If it's urgent, did you try https://www.ratesetter.com/about-us/contact-us ?

harrrrrry

vaida_n

Are you using chrome browser, perhaps? We know that Chrome has been having problems making payments on the giffgaff pages, and looking around it seems that Chrome is causing bother with a lot of other sites too.

If you're using chrome, try using firefox or opera.

harrrrrry

vaida_n

There is another possible problem. Are you trying to make the payment using a giffgaff phone that has no credit and no goodybag?

If you are, then try making the payment from a desktop computer, or another phone that already has credit.

I've described that problem in more detail at https://labs.giffgaff.com/idea/16709244/sites-providing-payment-verification-services-should-be-reachable-without-credit

vaida_n

harrrrrry hey! yes, I did - took ages to reach them and then at the end their system didn’t accept my payment even though I always use the same card.

vaida_n

harrrrrry nope, it’s not a browser - I have used all different browsers and they are with the same outcome. It’s the giffgaff website and last week they said it will take a couple days to fix it . . .

guy_ow

Most Recent Update - 17:49, 20 April 2020

Evening everyone

Sorry for the delay in regards to a proper update on this one.

This issue should now be fully resolved, of course if anyone is still experiencing issues then please do raise a case to our agents using this link here so that it can be investigated 🙂

Cheers
Guy