[RESOLVED]Issue with some card payments - 20th October 2020

conor_jm

Service	Status
Topping up or paying for a goodybag via a new card/PayPal	✅Available
Activating a sim/purchasing a phone via card	✅Available
Calls, texts & data	✅Available
Recurring/Queued goodybags / auto top up (when already setup)	✅Available
All other services	✅Available

Summary

We are currently experiencing some unexpected issues with payment authentications for goodybag and top up purchases using non saved cards/PayPal. That means that some members may not able to add a goodybag or top up using cards/PayPal that are not saved to their account, or the time taken to authenticate some members payments may be longer than usual.

Most Recent Update -20th October 2020 -21:00PM.

Evening everyone,

We can confirm that the issue with regards to payment authentications for goodybags and top ups purchased using card/paypal has now been resolved.

Thank you for your patience whilst we were working on getting this fixed. We apologise for any inconvenience caused.

Take care,

Alexandra.

Update History

Most Recent Update -20th October 2020 -21:00PM.

Evening everyone,

We can confirm that the issue with regards to payment authentications for goodybags and top ups purchased using card/paypal has now been resolved.

Thank you for your patience whilst we were working on getting this fixed. We apologise for any inconvenience caused.

Take care,

Alexandra.

Most Recent Update – 20th October 2020

Hi folks,

Due to some unforeseen circumstances we are currently experiencing some issues with payment authentications for goodybag and top up purchases using card/PayPal. That means that some members may not able to add a goodybag or top up using card/PayPal, or the time taken to authenticate some members payments may be longer than usual. Payments using cards/PayPal already saved to members accounts should still work for topping up/purchasing a goodybag. Recurring goodybags, queued goodybags, and auto top ups should also be un-affected.

If you are impacted by this issue please try again later.

If you have any other issues please log in to community.giffgaff.com and raise a help request in our Help & Support forum where our wonderful super helpers will point you in the right direction.

We will of course update this thread as more information becomes available. We are really sorry for the inconvenience.

benjamin567

conor_jm Good to know, you might want to fix the spoiler 😉

EDIT: looks like it’s already fixed 🙂

jaymailsays

conor_jm Activating a sim/purchasing a phone via card/PayPal

Hi Conor, historically PayPal as a payment method is not eligible for use, anyway for both items.

sstphn

conor_jm Hi there, we continue to have issues with a pre-existing card and goodybag set up. So this is not an issue limited to new card/paypal accounts. Could you please advise any further? Thanks!

brulaw

conor_jm

Thanks for the warning / info , hope the issue is soon resolved .

formulaone

conor_jm

Thank you for making us all aware of this buddy! 🙂

Hoping all goes well with resolving this issue.

kyley56

conor_jm i purchased a goody bag nearly 24 hours ago and still waiting to use it! Not happy! I won’t try it again as I’m not having double the amount come out as it’s showing on my online banking I need this sorting ridiculous I should of just bought a voucher rather than have all this agro!

conor_jm

jaymailsays Great spot, thanks for flagging that.

Conor

pauli95496

Not impressed, have just had four payments taken

pauli95496

and still have an inactive sim

jaymailsays

pauli95496
It can take upto 24 hours to activate your sim.

For refunds of the overcharging fill in this agent form.
https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/Credit-debit-card-or-PayPal-overcharging/form/

Allow upto 5 days for refunds to reach your account. Agent replies may take upto 24hrs and will be found here ⤵️
https://giffgaff.com/support/questions

karltopdollar

jaymailsays Will I get charged for the accepted orders that the bank declined

jaymailsays

karltopdollar
You would have to ask your bank on that.

conor_jm

sstphn Thanks for making me aware of this - I’ll check on this however in the mean time it may be worth raising a Help request in our Help & Support forum as it is possible this is a separate issue.

Thanks,
Conor

pauli95496

Thank you for the link

abbie65641

Tried a couple of times… no joy… however my bank is showing two pending transactions/payments to giffgaff…. do I have to wait for these to go through , then claim a refund?!

abbie65641

OK, just contacted my bank, they say that you can void one of the payments from your end so that it doesn’t go through at all and we don’t have to go through the whole rigmarole of paying and refunding. Can you do that please?

sicka20

i have had the same issue, two pending payments, and im guessing the payment has to go through before the sim will be activated

danie85460

I am trying to activate a new sim with no joy! 2 payments have been taken from my bank aswell! Absolute nightmare!

alexandra_mg

Most Recent Update -20th October 2020 -21:00PM.

Evening everyone,

We can confirm that the issue with regards to payment authentications for goodybags and top up purchased using card/paypal has now been resolved.

Thank you for your patience whilst we were working on getting this fixed. We apologise for any inconvenience caused.

Take care,

Alexandra.

kiran49520

alexandra_mg whare is my new goodybag 😳