Lost my phone

steph41880

Hi I lost my phone a month ago and just got a new one and activated my new SIM but I have lost all my credit and tried to contact a agent but it will not let me do it what can I do

endorphin

steph41880 your credit will be on your original giffgaff account. You should get another new SIM and do a SIM swap using the giffgaff account which has the number you want to keep.

The SIM swap will move that account’s number, credit and/or goodybag to the new giffgaff SIM and deactivate your old SIM. The swap itself should take no more than 10 minutes normally (but in some cases can take up to 4 hours).

As you don’t need the new SIM and giffgaff account you’ve just activated you can ask an agent to cancel the new SIM and account for a refund by filling in this Cancel Account form.

clikasarus

steph41880

Welcome to giffgaff and the community

what you have done is that you’ve created a new account by activating a new Sim

you will not be able to transfer your old number to this current sim

what you should’ve done is either reported the original phone and Sim lost here ⬇️

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

And a replacement Sim would’ve been sent out to you first class with all your current balance and goodybags

or you could’ve done what we call a Sim swap which would’ve been much quicker here is a video ⬇️

I hope this helps

steph41880

endorphin#36815812 thank you I will give it a go

steph41880

I have done that lost or stolen.but when they activated my sim they have not given me the lost credit

alexmgg2

steph41880 I have done that lost or stolen.but when they activated my sim they have not given me the lost credit

giffgaff will have deactivated your original SIM, and also place a security bar on your account, to stop anyone finding the SIM hijacking your account. They will also send you a special replacement SIM by first class post. This replacement SIM comes in a mailer marked “Oops, don’t worry, we’ll get you back on track”, and is preconfigured with all your account details, including phone number and any goodybags or airtime credit.

For security, only this special SIM can be activated while your account is barred. You cannot get an ordinary blank SIM and do a SIM swap. Activating the special SIM will lift the account bar within 12 hours. You must wait for the special SIM to arrive in the post.

You must login to your account using your member name to activate the SIM, as logging in using your phone number is barred for security. Only when the security bar has been lifted will you be able to see your credit and goodybags.

You will need to login to the new account that you created, and cancel it, to get a refund (as long as it’s less than 14 days since activation). Follow the guide here:

https://www.giffgaff.com/help/articles/cancel-within-14-days-of-joining

It will take up to five working days for the refund to reach your bank account, depemding on the bank involved.

Good luck!

ellio94425

As you don’t need the new SIM and giffgaff account you’ve just activated you can ask an agent to cancel the new SIM and account for a refund by filling in this Cancel Account form.