Voucher payment

jamesmeehan

I just topped up with a voucher on line I put in the details the text on my phone says thanks me saying my £10.00 voucher has gone through when I tried to buy my £10.00 pounds goodybags on phone it says I don’t have enough credit on my account to buy the £10.00 I think there is only £9.99 I also have the internet on my phone so I am confused where has the other part of my £10.00 money gone I am confused

alexmgg2

jamesmeehan I just topped up with a voucher on line I put in the details the text on my phone says thanks me saying my £10.00 voucher has gone through when I tried to buy my £10.00 pounds goodybags on phone it says I don’t have enough credit on my account to buy the £10.00 I think there is only £9.99 I also have the internet on my phone so I am confused where has the other part of my £10.00 money gone I am confused

Did you have your mobile data turned on? If so, background apps probably used some data which took some of your credit. If you don’t have an active goodybag, you need to keep your data turned off. In fact, it’s a good idea to
keep your data always turned off except when you actually need to use it. Otherwise, the data will take your credit at 5p per megabyte, so £10 (200MB) could be gone in minutes!

You can check what your airtime credit has been spent on by looking at your Usage statement here:

https://www.giffgaff.com/profile/usage-statement

Note that this can be a couple of days behind, so you may need to wait a day or two to see your latest usage.

Contact an agent, and explain what’s happened. Although the official policy is No refunds, agents are authorised to make goodwill payments, and usually look kindly on people in your position, especially if they are new to giffgaff, and unfamiliar with how it all works. Use the form here:

https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/Buying-a-goodybag-or-credit/form/

Agents can take up to 24 hours to reply, but are usually a lot quicker. You will find their reply in the Messages from agents section at the bottom of your Dashboard page, see here:

https://www.giffgaff.com/support/questions

For future reference, if you want to buy a goodybag, it’s always better to buy it directly, rather than topping up and then using the credit to buy the goodybag - too many things can go wrong. You can buy a goodybag using a voucher by calling the top-up line 43430 (free call), pressing 2 to buy a goodybag, choosing the goodybag you want (up to the value of the voucher), then selecting Voucher at the payment stage and entering the 16 digit voucher number. You can also buy a goodybag, using a bank card, PayPal, or a voucher, by going to the website here:

https://www.giffgaff.com/buy/goodybag

Good luck!

fay2020

jamesmeehan Hi there

you need to speak to a giffgaff agent for this issue and they will look into this for you
use the link below to contact an agent. Agents will reply within 24 hours but usually much quicker.
https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/Credit-debit-card-or-PayPal-charging-issue/form/

You can see reply here when logged into your account

https://giffgaff.com/support/questions

Agents start their work at 8am until 11pm Monday to Friday and 8am to ten pm Saturday and Sunday

Thank you x
Fay

dazoo

jamesmeehan

If did not receive the full voucher buy that redeemed to giffgaff account on credit then contact giffgaff to put on that had lost >> https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/goodybag-allowances-or-credit-balance-incorrect/form/

To check a payment made to account order has to say on status order delivered so shows on account dashboard so can use.
Payment orders >> https://www.giffgaff.com/profile/payment-details#orders
Account dashboard >> https://www.giffgaff.com/dashboard

clikasarus

jamesmeehan

Welcome to giffgaff and the community

• This is when background apps are running and use a small amount of your credit , iam sure if you ask a agent they will as a good will gesture refund the 1p (at there discretion) to enable you to buy your goodybag

•To prevent this from happening in the future try to top up or buy goodybags whilst on Wifi

you can contact a agent here ⬇️

https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/Credit-debit-card-or-PayPal-over

•But please be patient as it could take upto 24 hours for them to reply which you can view here ⬇️

https://www.giffgaff.com/support/questions

Agents work from 8am until 11pm Monday to Friday and 8am to 10pm Saturday and Sunday

hope this has been helpful for you;

netfax

jamesmeehan Hi there. You could contact an agent explaining what’s happened (some of your £ 10 voucher credit has probably been used by mobile data) and ask if they could reimburse the amount you are short back onto your account, allowing you to convert your credit balance into a £ 10 goodybag plan, as a ‘gesture of goodwill’.

If you do decide to contact an agent to ask the question, please allow up to 24 hours for an agent to reply (average response time is 6 hours). You can view agent replies on your account dashboard under the ‘Messages section’ Messages from Agents.

Going forward, it’s best to buy goodybags directly, rather than adding credit to specifically convert into a Goodybag straightaway, as it would eliminate this particular problem. Please take a look at this giffgaff article for instructions on how to buy goodybag plans using top-up vouchers.

Many thanks.

gordonellis1

jamesmeehan Contact an agent to see if they would be kind to add the 1p to get you the Goodybag. Use https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/goodybag-allowances-or-credit-balance-incorrect/form/

They will respond within 24hrs.

Check for reply from agents using link below
https://giffgaff.com/support/questions