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:
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:
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:
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: