Credit/Debit card Issues

bertiebat

Debit/Credit card payment problems can be caused by the following issues.

Common errors -Typos in your information - card number(omit spaces), card expiry date, incorrect card type selected, title of person not entered with name.

Incorrect address under card details, as registered with your bank. (omit any punctuation).

Insufficient funds in the account.

Punctuation characters used in the verification password (solution change the password to just contain letters and numbers only).

Card being used from abroad (some foreign IP address are rejected, though using the giffgaff site https://giffgaff.com/mobile/buy directly from the phone should work if you have some credit for web access). Alternatively buy some O2 vouchers on the internet: Ebay, https://topups2go.com/ or http://www.topupsdirect.co.uk/buy-top-ups.html for example and top up by dialing 43430 (free from abroad). You can also get a friend to top you up using this link https://giffgaff.com/topup/altruistic (they would need to set up a giffgaff account if they aren't on giffgaff but don't need an active SIM to send you the top up (just a credit/debit card)).

Non UK registered bank card used.

The paying bank rejecting due to their own security checks. Please check with the bank first if you can see no other reasons for the payment to be declined on this list.

Attempting multiple topups in a short period on one account (do check that the payment hasn't already gone through if you had problems by checking your payments history here 😉 .

Card used on multiple mobile accounts (this can include 02 contracts/PAYG or Tesco mobile)

Possible Solutions

Try using a different browser and clearing history, cache etc.
Try using the mobile site https://giffgaff.com/mobile/buy (can be used on the PC).

Still no luck then If you have previously stored your card details (https://giffgaff.com/profile/payment-details) then delete, reinput and try again as this has been known to cure some problems (especially with the 3 digit security code/CVV). You can also do this by clicking 'use a different card' and re-entering the card details (even if you want to pay with the same card) during the check out process.

Error "We haven't been able to process your payment due to an issue with your giffgaff account. Please contact a giffgaff agent." then try this:

Delete your card if you have already set it within here https://giffgaff.com/profile/payment-details.
Within here https://giffgaff.com/profile/details Click change address,input your postcode in and click find address.
Choose your address in the drop down list and click save address.
Go back to save your card again and hopefully it will now save successfully. (Thanks to sloz for finding this).

If still unsuccessful or you have multiple accounts then raise a case with the agents https://giffgaff.com/support/ask/cant_topup_airtime giving the following information so the team can look into your case as quickly as possible.

--> The last 4 digits of the card you are trying to use.

--> A description of what you have been trying to do or have experienced, along with any error messaging.

--> If multiple accounts are being used, the usernames, numbers of the giffgaff accounts you are trying to top up using this card. If you have other 02 or Tesco mobile accounts include this information.

--> The postcode that the card you are trying to use is registered to.

Meanwhile you can top up your account by buying a voucher (giffgaff http://bit.ly/giffgaffvoucher or O2 will also work) and redeeming it (https://giffgaff.com/buy/redeem). You can then buy a goodybag/gigabag if required from the redeemed credit Buying goodybag/gigabag from credit

Note: turn off your data on the phone until you have a live goodybag/gigabag to avoid losing credit due to PAYG data usage.

bonusball

Great post Beriebat, with all the card issues this is good advice to any user in the forum new and old.

Kudos to you.

bertiebat

Cheers bonusball as I've spent some time analysing the various problems and possible solutions on this.

Hopefully we can now get some people up and running sooner and if not then they know what to do. 🙂

bonusball

Will post this about if that's ok with you.

bertiebat

@bonusball wrote:
Will post this about if that's ok with you.

Yes of course it is and I hope others do too (though it's polite to give the thread a kudos when this is done 😉 not cool not to)

bonusball

@bonusball wrote:
Will post this about if that's ok with you.

Yes of course it is and I hope others do too 🙂

Thank you 😉

sloz

All good sensible stuff. Well done Bertie

philiplittle40

Wise words as ever 🙂

jokeyboi77

thanks bertiebat this is great advise mate if you don't mind i'll bookmark it and pass it around aswell because this does happen alot and you covered all possiblities with the card system in this post mate well done

sirlionel

It is worth noting that if your card expires at the end of the month that no error message seems to be displayed on the Verifed By Visa page, the form simply submits without doing anything. Very confusing! When I added my new card in the top up screen all then worked fine.

govgaff

Useful information. Great post

bribriuk

Good info & tried all of the advice but it doesn't change anything I have just tried yet again to use the credit card, again it declined for both me & my other half we have used this credit card to pay for items online today for other purchases from other companies with no problem at all. Halifax tell us there is no problem with the card. I do notice others are having problems ie: from the forum.

I phoned the Halifax this morning and they said my card is fine but Giffgaff had failed to update their system to accept payments from the new system that is now being used by the Halifax for online payments. Neither me nor my other half have been able to pay this year (2012) with a credit or debit card it's a joke.
Also having to drive in to town to queue up for a voucher is a bit inconvenient not to mention antiquated.

trashman72

If you have a smartphone, top-up works from both android or ios no probs for me.

bertiebat

@bribriuk wrote:
Good info & tried all of the advice but it doesn't change anything I have just tried yet again to use the credit card, again it declined for both me & my other half we have used this credit card to pay for items online today for other purchases from other companies with no problem at all. Halifax tell us there is no problem with the card. I do notice others are having problems ie: from the forum.
I phoned the Halifax this morning and they said my card is fine but Giffgaff had failed to update their system to accept payments from the new system that is now being used by the Halifax for online payments. Neither me nor my other half have been able to pay this year (2012) with a credit or debit card it's a joke.
Also having to drive in to town to queue up for a voucher is a bit inconvenient not to mention antiquated.

Thanks for that information and it's useful to know that Halifax customers may have a specific problem with this. I wonder if I can get some more information on this, so I'll try and see if I can get an update on when the system might be changed to allow Halifax customers to use the system.

oldyorkie

very informative post Bertie ..... answered all the questions that a newcomer asked of me in a thread today, so I took the liberty of copying it into a thread (including the link to it) and at the same time giving the credit to you, which it obviously deserved.

http://community.giffgaff.com/t5/Help-Ask-the-community-got-stuck/I-GET-THIS-MESSAGE-WHEN-TRYING-TO-TOPUP/m-p/3849319#M1309357

Thankyou. 🙂

bertiebat

@oldyorkie wrote:
very informative post Bertie ..... answered all the questions that a newcomer asked of me in a thread today, so I took the liberty of copying it into a thread (including the link to it) and at the same time giving the credit to you, which it obviously deserved.

http://community.giffgaff.com/t5/Help-Ask-the-community-got-stuck/I-GET-THIS-MESSAGE-WHEN-TRYING-TO-TOPUP/m-p/3849319#M1309357

Thankyou. 🙂

You're welcome oldyorkie and feel free to use to help people. 🙂

bluemoonbaz

nice post bertie great info and well presented

bertiebat

I have checked with giffgaff about Halifax payments and there shouldn't be a reason for any rejections. However it would be useful to know if other people are having similar problems with Halifax (or even successes).

eskdale3

I Hope I can add some info to this thread

I bank with Bank of Scotland (Halifax) which is now owned by Llyods

I have 2 gg Sims (actually 3 but only use one occassionally) which until a few months ago I could top up / buy Goody Bags with online.

2 months ago I bought a gb for sim 1 using my Credit card and all went through fine

I then preceeded to buy one for sim 2. This was declined by the bank according to the message displayed by Giffgaff

I thought OK the bank is seeing it being used for 2 phones and might of rejected it, not having time to mess around I paid for the second one with my debit card and that went through (Other online payments with othe vendors using the credit card were however fine)

Last month exactly the same happened but again being short of time I bought one with the Credit card and one with the Debit card.

Today I needed to by another goody bag but decided that I wasn't using Sim 1 more than 20MB /day and would not buy a Goody bag for it. So I tried to buy a Goody bag for Sim 2 using my Credit card - Alas once again GiffGaff says declined by bank. So getting very annoyed now at the bank I phone them up and to be fair to them they did a full investigation and it is definately not being rejected by the Bank they could even give me the authorisation code that they gave GiffGaff for the payment. They were very helpful but assured me it is a GiffGaff issue and they have a very large number of callers with problems with GiffGaff.

I have tried removing the card and re-entering it. Strange how even when you are not trying to buy anything if you try to register the card with GiffGaff it tells you the Bank has declined the payment

GiffGaff you have some serious problems with your payment system, I've been with GiffGaff since their early days

I sent a message to an agent to try and sort it out but 2 hrs later no reply - so I have bought my last Goody Bag using my debit card to give me time to purchase 2 sims from 3

Time is to valuable to constantly messed around. Looking through the posts here it has been on going for months and it still isn't resolved!!

Goodbye GiffGaff

rxheard

I am having the same problems. I am trying to activate a new sim/do a top up and my card keeps getting declined. My credit card is a tesco card and worked the other day when my wife purchased sims for herself and our daughter. This is an absolute joke and unless sorted out today by GG then I will be staying with my existing network and transferring my wife and daughter as well.