Knowledge Base

Payback Timings - December 2018

Started by: t_will
On: 05/12/2018 | 14:20
Replies: 392

by: t_will
community giff-staffer

on: 05/12/2018 | 14:20 edited: 18/12/2018 | 18:45

Hi folks!


The days are getting longer and the ice is starting to creep in - you might even have had snow already this year. Something else that comes around about this time - it's our regular Payback run!


2018 has been an incredible year. Thanks to you and the ideas you've been submitting, support you've been giving to members, and living the ethos of run by you, we've had one of the best years for giffgaff yet. Members have a better time with us than they ever have, and whenever people ask the general public how much they like their mobile networks, we sit really high in the table every time. The credit for that is all down to you lovely lot keeping us there.


If you haven't yet made your choice for how you want to receive your payback, you've still got time. Head over to the Payback choice page and pick whether you'd like it as cash to your PayPal account, credit to your giffgaff account, or as a charity donation to the member-voted charities (which we'll match). Charity voting opens today, so if you've earned Payback, check your email for your link to vote.


As usual, we'll keep this thread updated as we get through all of the required bits and pieces to send out all that Payback you've all earned over the last 6 months. If you're a bit new to it, have a read over here for more info on Payback or click the spoiler and find out how you can use itto buy those few extra Christmas presents thisyear.


Click to reveal

You can turn your Payback points into Credit or Cash (via PayPal) for yourself, or select Charity which donates your Payback to the charities chosen by members.


You can let us know any time before 11:59pm 16th December 2018 how you’d like your Payback – just head to and click the button. You’ll be presented with the three options to make your choice from.


If you’re selecting PayPal, you'll now be asked to log in to your PayPal account so that we can be certain we're paying the right person.


  • Credit: Select credit and we'll turn your Payback Points into airtime credit on your giffgaff account. As long as you choose before 23:59 on Sunday 16th December 2018, you'll get your Payback as credit on your account from the week of the 17th (Plus, it will trigger free giffgaff to giffgaff calls and texts for another 3 months).
  • Cash: If you want cash, select PayPal as an option and log in to your PayPal account. You need to have earned at least £10.00 (1000 Payback points) to do this.
  • Donate to charity: If you want to donate your Payback to charity, not only will we make sure that 100% of your points go to the charities chosen by our members, in addition giffgaff will match the total amount of money raised by all our members. Double nice one.

Donating to Charity if you have not selected Charity 

We'll also be setting up JustGiving pages, so that those who take their Payback as Credit or Cash can still donate to Charity via JustTextGiving (where there's no cost to send the donation text and does not impact your goodybag allowance) or online, if they wish. More details on those once we're set up.


Here are the key dates for Payback earned between June and December 2018:




  • Wednesday 7th - Charity Nominations Opened. [Complete]
  • Monday 12th - November's Points Statement sent to members. [Complete]
  • Friday 16th  - Charity Nominations Closed. [Complete]
  • Thursday 29th - November Payback Calculations thread [In progress]
  • Friday 30th - Earning Payback for this period closes at 11:59pm. [Complete]



  • Wednesday 5th - Charity vote opens [Complete]
  • Friday 7th - December's Points Statement sent to members
  • Tuesday 11th - Charity vote closes at 23:59 [Complete]
  • Wednesday 12th - Charity vote winners announced [Complete]
  • Sunday 16th - Payback selection is closed as of 11:59pm. You will no longer be able to change your mind on how you get your Payback.
  • Monday 17th - All Payback to begin being paid. This might take a few days for all Payback to process.
    • Credit: Being paid, may take a few days to complete.
    • Cash: Being paid, may take a few days to complete. Check your email for info from PayPal.
  • Tuesday 18th - JustGiving pages set up.



  • Wednesday 2nd - If you have a query about your Payback payment, you can now raise a case to the agents.

Three important notes

  1. Making sure you are eligible for Payback: You should be an active member (eg you have an active SIM prior to the end of the Payback period, or have used the giffgaff money site).

  2. How many points have you earned?  You can head to the My Payback section of the website to find out – this gives you your total number of points which is accumulated since the beginning of the Payback period. Your Payback points are calculated monthly and sent in a points statement via email on or around the 5th working day of each month.

  3. Points removal due to abuse. The purpose of Payback is to reward members for helping other members in the Community and for helping giffgaff grow. As per the T&Cs, giffgaff will determine the activity which qualifies for collection of points and reserve the right to remove some/ all points.We can only reward members for connecting “real members”, we’ll remove points awarded if that members connected is then banned for abusing our service (breaking our service T&Cs etc) or if they haven’t connected a “real new person” (for example, I connect another SIM to connect my own iPad and receive the points/ bonus credit, that’s fine. But I then I activate another SIM to put in that same iPad again to get more points / bonus credit the following month – this isn’t in the spirit of Payback, so the subsequent points may be removed).
    For full terms please see our T&Cs.



Open the spoiler to view the FAQs:

Click to reveal

How do I vote for the charity?

In order to vote you need to click the link from the email that you received, or the newsfeed in My giffgaff. The link is specific to you as it includes a code that tells us that you have an active SIM and that you haven't already voted.

The codes for voting are being emailed to all members with an active SIM who have opted in to receive marketing emails and have receive Payback points. If you have opted out of these, you'll see it in your news feed. If you can't see it there, please contact an educator via PM and we will get an email with your code sent out to you. Please remember that these emails will take a little while to arrive, so give it a day or two for it to arrive.

When will the winning Charities be announced?

Voting closes December 11th, with the winning charities announced December 12th.

What time will the Payback selection window open?

It is open now, make your selection on the My Payback page.

Will my points default to credit?

No. You need to make a selection. If you don't make a selection prior to 23:59 16th December your points will roll over to the next Payback period. If they rolled over at the end of the previous period they cannot roll over again and will expire.

Can I change my selection?

Yes, any time up until 11:59 16th December.

I haven't been an active giffgaffer for 3 months, will my points roll over?

No, as you haven’t qualified for Payback as per T&Cs all your points may be removed.

I have ported out my number will I still get my Payback?

Payback is only open to active members, so you have to have used a giffgaff service in order to be eligible.

I really really want my Payback now, what should I do?

Don't worry, we'll make sure you get it. There are thousands of payments being given back to our members - it'll take some time to process all of them. Sit tight over the week beginning December 17th while we process them, and our agents will be able to take any queries about Payback from January 2nd.

I haven't received my Payback yet, what should I do?

If by January 2nd you have not received your Payback, contact us via the ‘Ask an agent' link. Please do not raise a case before this date as we're not able to investigate your Payback until we've processed (or attempted to process) everything.

Why can't I see "cash" as an option in my selection?

"Cash" is only made available to members who have a points balance of greater than 1000 points (£10 Payback). However if you select this, and you don't have 1000+ points at Payback time, it'll default back to credit at Payback time.

When will I see my final points tally?

We'll be doing final checks to the balances and the final tally will be displayed as soon as everything is finalised in early December.

I usually get early credit, how does that work?

This time around we're experimenting with paying all Payback at once, without doing the early credit selection. It means it'll be a smoother process of paying back and we've got a bit more time to sort things on our end. For this Payback period, everyone will get their Paybackin the same run.

Why are you rolling over points instead of defaulting to credit?

Defaulting to credit payment meant that there were delays where our systems were trying to credit an account that wasn't being used any more. To speed things up we're no longer trying to process these payments as credit - but rolling the points over. If you had points rolled over from the last Payback period, remember to make your selection otherwise these points will expire, and will be removed from your account.

Can I transfer my points to someone else?

No. Points are not transferable.


Can more than one member use the same PayPal email address?

Yes, it's up to you which PayPal email address you use for your Payback selection. However, you will need to be able to log in to the PayPal account you wish to use from each account you want to redeem Payback from.

Any failed credit payments will be retried, will this be done for failed PayPal payments?

No, so please make sure you log in to the correct account when you're making your selection. For some PayPal accounts you will also have 30 days to log-in to PayPal to claim it otherwise PayPal might send it back to us as ‘failed’.

I'm banned from the community, what happens to my points?

All of your community points will have been removed - if your SIM card is still active and you have other points (eg from recuriting new members), you can make a selection.

My SIM card has been barred, for various violations of giffgaff's abuse policies (ie text spamming, data policy abuse, harassing giffgaff staff/ other members, Member URL abuse) what happens to my points?

You need to be an active giffgaff member to qualify to claim points. As your giffgaff SIM is barred, it is no longer active and you will not qualify for Payback. Any points earned on that account are subject to removal if you are not an active giffgaff member in another way.

My SIM is reported Lost/Stolen, therefore in-active, what happens to my points?

They're still there, but if it is still inactive when we try to credit your account, the payment will fail. We will make a few attempts to credit your account. In order for you to get your Payback quickly, we'd advise you to try and get your SIM card up and running again prior to the 16th Decembr and make sure you've made your Payback selection.

I can't make my selection. I'm browsing via my phone, by the way.

Some members can't see all the buttons when browsing the My giffgaff page using their mobile. If you are in this group, try on a laptop or desktop computer. You've got until 11:59pm 16th December to make your selection.

I've selected credit, will my free giffgaff to giffgaff calls be updated?

Yes, as long as the credit you've earned from Payback is more than £10, the expiry date for your free giffgaff to giffgaff calls and texts will be updated after the credit goes on your account. The date will be updated after the credit goes on to your account - potentially up to a few days later.


giffgaff community bloke
I'll be away on a break after the 20th until July 1st. If you need something while I'm away, ask an Educator you know or hit me up next month.
You can send me a message and we'll get rolling. Need a topic? Try here.
Message 1 of 393
by: team_leader
on: 05/12/2018 | 14:34

Many thanks for keeping us in the loop @t_will 

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Message 2 of 393
by: kathleen414
on: 05/12/2018 | 14:42

Hiya Will @t_will

Many thanks for the updates as payback is very important to some members and its great to see it will be done in time for Christmas.

Well done everyone for all your fab contribtions this year .



Message 3 of 393
by: mcilwraith
on: 05/12/2018 | 15:03

charity voted for payback method picked.


image0011.gifits all done

merry christmas to one and all

Message 4 of 393
by: arsenal_2013
on: 05/12/2018 | 15:16
thank you for the update
Message 5 of 393
by: rajdip2294
on: 05/12/2018 | 15:28
Thank you for update @t_will
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Message 6 of 393
by: bluemoonbaz
on: 05/12/2018 | 15:30

Cheers @t_will

And to all my fellow members and the giffgaff team 

Have a great Christmas & holiday season 2018

cartman christmas.gifgiffgaffers

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Message 7 of 393
by: clikasarus
on: 05/12/2018 | 15:53
Thanks @t_will for the update and keeping us all informed ,Merry Christmas 🎄 👍🏻
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Message 8 of 393
by: sha_shah1
on: 05/12/2018 | 15:55


Thanks for update and information

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Message 9 of 393
by: figment_uk
on: 05/12/2018 | 16:13



Any chance of getting the wording on the payback selection page changed on the double??


It erroneously states 30 November as the selection cutoff date, and also refers to early credit payout which, as we know, won't be happening this time. 




I do not work for giffgaff, so cannot check anything on your account. This is a public community - please do not post any personal info.

Message 10 of 393