Knowledge Base

Payback Timings - June 2019

Started by: t_will
On: 07/06/2019 | 14:17
Replies: 206

by: t_will
community giff-staffer

on: 07/06/2019 | 14:17 edited: 18/06/2019 | 16:34

Hi folks!


It's time for the first Payback payout of 2019. For those of you who have been working hard to help out on the community and helping to spread the word about giffgaff, now's the time you can redeem your Payback and look back over the good work you did over the last six months. Whatever you'll be using your Payback on, let us know - it's always great to see what you choose to do with the Payback you've earned.


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). The charities this period are the Bumblebee Conservation Trust and Parkinson's UK, and they're both very excited to be receiving funds from you all and putting every penny to good us.


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 more detail on how to redeem it.


Click to reveal

If you're over 16, 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 14th June 2019 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 Friday 14th June 2019, 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 

If you've taken your Payback as cash or credit, keep an eye out on the community for ways that you might be able to donate directly to the charities that members have chosen. The charities this time around are the Bumblebee Conservation Trust and Parkinson's UK.


Here are the key dates for Payback earned between December 2018 and May 2019:




  • Friday 3rd - Charity Nominations Opened. [Complete]
  • Wednesday 8th - Points Statement sent to members. [Complete]
  • Wednesday 15th  - Charity Nominations Closed. [Complete]
  • Tuesday 21st - Charity Voting starts [Complete]
  • Friday 31st - Earning Payback for this period closes at 11:59pm. [Complete]



  • Sunday 2nd - Charity Voting Closes [Complete]
  • Monday 3rd - Payback Calculations started [In progress]
  • Wednesday 5th - Charities Announced [Complete]
  • Wednesday 12th - Points Statement sent to members
  • Friday 14th 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. [Complete]
  • Monday 17th - All Payback to begin being paid. [In Progress] This might take a few days for all Payback to process, as we process a lot of Payback every six months. In addition, sometimes there are unexpected delays or issues with some payments (such as someone's PayPal account being inactive). Please be patient with us if you don't receive your Payback immediately - we'll be looking out for these incidents and fixing them as we go.



  • 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?

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.


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 207
by: challsworth2
on: 07/06/2019 | 14:20

I will redeem mine as credit to top up my data.

Message 2 of 207
by: mrbergstrom1967
on: 07/06/2019 | 14:26
Good Afternoon @ t_will

Thanks for the update for this months payback its really appreciated.
Message 3 of 207
by: bluemoonbaz
on: 07/06/2019 | 14:42 edited: 07/06/2019 | 15:38

Cheers @t_will and all the team 

And congratulations to all the community members who make it a pleasure to be part of giffgaff.

Well done everyone small.png


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Message 4 of 207
by: leshin
on: 07/06/2019 | 14:44
thanks for the info
Get a free giffgaff Sim
Message 5 of 207
by: ukrun
on: 07/06/2019 | 14:46

Thanks for the update tumblr_p7lnz9vwy81wruyjbo1_500.gifThank you so much


Get a free giffgaff Sim
Message 6 of 207
by: figment_uk
on: 07/06/2019 | 14:47



Worth mentioning the 16+ rule? 

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 7 of 207
by: bvbc
on: 07/06/2019 | 14:48
Cheers @t_will and all the team
Thanks for the update
Message 8 of 207
by: brulaw
on: 07/06/2019 | 14:51



Thank you  for  this informative and helpful thread , and thank you to all at gg HQ for the effort that goes into the payback process . 


                                                                     big-grin.gif Happy giffgaffing  everyonethumbup.gif

Message 9 of 207
by: t_will
community giff-staffer

on: 07/06/2019 | 14:54

@figment_uk wrote:



Worth mentioning the 16+ rule? 

Good call!

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 10 of 207