How do I vote for the charity?
Votes for the Payback charity are conducted through email, with a unique voting link. We send these emails every Payback period to members who have opted in to marketing communications and earned Payback. Voting has now closed for this year's Payback charity.
When will the winning Charities be announced?
They already have been. The winning charities this year are the Bumblebee Conservation Trust and Parkinson's UK. They will benefit from the donations of all members who choose to give their Payback to charity.
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 14th June 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, so please choose how you'd like to recieve it.
Can I change my selection?
Yes, any time up until 11:59 14th June.
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 June 17th while we process them, and our agents will be able to take any queries about Payback from July 2nd.
I haven't received my Payback yet, what should I do?
If by July 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 June.
I usually get early credit, how does that work?
This time around we're continuing our experiment of 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 Payback in 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 14th June 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 14th June 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.
