Get Help
Community

Getting started

Sort by:
It's easy to keep your old number and transfer it to giffgaff . You can transfer any mobile number (contract or PAYG) to any mobile network.
View full article
When you receive your giffgaff SIM, you need to activate it to be able to use it. This guide details everything there is to know about this important step.     Here is a quick video that will guide you through all the steps.     If you would rather read about it check out the section below:   Let's do it now Activate your giffgaff SIM More Information Things you need before you start A giffgaff SIM card, if required order one here. A payment method. You'll be able to test the signal strength before spending any money by inserting the SIM in your unlocked phone, but payment is required to activate your SIM. You can pay using most major UK credit or debit cards, or visit your local shop and get a giffgaff top-up voucher. We also accept O2 top-up vouchers - as we run on the O2 network.   Minimum payment activation amount   If activating by topping up credit only, the minimum payment is £10. If activating a SIM by the direct purchase of a goodybag / gigabag with a debit / credit card, there are two different minimum payments.   A) For a "referral" SIM, the minimum payment is £10. Referral SIMs (with £5 free credit bonus) are received from an existing member's "spread giffgaff" page, forum banner or other personalised link.   B) For a "free" SIM, the minimum payment is £5. Free SIMs are ordered from the giffgaff main page. Please note that free SIMs do not have a credit bonus.   Before we get started, let's make sure that your phone is unlocked and that you have coverage where you are.   Start by inserting the SIM card in your phone: See a signal? Great you can now activate your SIM card.   Can't see a signal?   It could be due to your phone being locked to your previous provider - don't worry, we have a handy guide which gives you advice about how to unlock your phone in our unlockapedia section. If you have an iPhone which has been previously unlocked then you may need to sync with iTunes to complete the unlock. More information. If your phone is not locked, you may want to check the coverage in your area. You SIM may be damaged. Try checking it in another unlocked phone for a signal bar or a data connection symbol. Now dial *100# Your phone should display a message, if it's anything other than 'not active' then order a new SIM.     The activation process stage by stage On the home page, click Activate your SIM to begin the activation process.   Enter the activation code. This is a 6 digit code which is found on the plastic card which originally held your SIM card.     If you lost this code, you can use the 13 or 19 digit code printed on the SIM itself (right before 3Ggg1 or 4Ggg4).     Register or log in. If you don't have a giffgaff account, now is the time to create one. This account will be used to manage your giffgaff phone and participate in the community. Make sure to choose a nice community member name as it won't be possible to change it afterwards.   Select your product. You can select a product according to your payment method: If you are using a debit or credit card, you can purchase:   a goodybag a gigabag airtime credit (PAYG credit)   If you are using a voucher, you can redeem it to purchase airtime credit. You'll then be able to exchange the credit for a goodybag.   You can find more details about this step in the detailed product selection.   Personal details. Enter the correct details of the person who will be using the SIM. If someone has recommended giffgaff to you, help them out by entering their phone number into the "phone number" box and they'll get 200 payback points. If a friend ordered the SIM for you then you won't have this option, but don't worry, he / she will automatically get the points.   Once you completed these steps, your SIM card should be activated within 30 minutes to 24 hours. You'll then see the "Congratulations. You made it!" screen to confirm it. You'll then be invited to use the Setup Wizard. This last step is very important as it is used to make sure your phone settings are correct, so you'll be able to use Internet and MMS.   If you have issues activating your SIM, we made a list of possible situations and how to solve them.   How long does my SIM take to be activated? I can't activate my SIM     Detailed product selection Purchasing with a credit / debit card   Select the product you want to purchase. Review your basket and click on "Continue". If you have selected a goodybag, you have the option to recur the goodybag every month. You can change recurrence during the goodybag purchase or later in "My giffgaff". If you have selected a credit value, you have the opportunity here to auto top-up. Fill in your card details and address. Click on "Confirm order'.   The following credit / debit cards are accepted: Visa credit / debit (including Electron), MasterCard credit / debit (including Switch). We don't accept American Express or Diners Club - if you have one of these cards, you'll need to purchase a top-up voucher.     Purchasing with a voucher   Select "airtime credit" in the "from a top-up voucher" part of the page. Enter the 16 digit code printed on your voucher. Submit it.   The value will be credited to your balance within a few minutes. If you want to exchange credit for a goodybag? See this detailed explanation.     Handy Links I can't activate my SIM How do I keep my current mobile number?  
View full article
  Welcome to giffgaff. You probably have a lot of questions about how things work so we prepared this guide to get you started.   More Information Before you receive your SIM If you just ordered your SIM card and are looking for more information while we are delivering it to your door, we released a series of guides to support your first steps with giffgaff.   They are an introduction to the topics covered in this article, and gives you a heads-up on what's coming next. If you are still hungry for information after reading them, the Knowledge Base contains more detailed guides on each subject   Activate your SIM Before we get started, let's make sure that your device is unlocked and that you have coverage where you are.   Start by inserting the SIM card into your device:   Detach the SIM card from its holder. SIM cards are 3 SIMs in 1 (called "triple SIMs"), simply pop out the size of SIM you need Insert it into your device Turn your device on If your phone asks for a PIN code, enter "5555", and press ok. See a signal? Yes - Great, you can now activate your SIM card No - It could be due to your phone being locked to your previous provider - don't worry, we have a handy guide which gives you advice about how to unlock your phone in our "unlockapedia". If your phone is not locked, you may want to check the coverage in your area. Head to 'Activate my SIM' - you'll need to top-up your new giffgaff SIM to activate it (see this guide for more info).   Set up data and picture messages (MMS) When you popped your SIM in your phone, the first thing you'll want to do is make sure that you have the right settings to get data/mobile Internet and Picture Messaging (MMS) up and running.   The giffgaff settings are:   Name: giffgaff APN: giffgaff.com Username: giffgaff Password: [Leave this section blank] MMSC: http://mmsc.mediamessaging.co.uk:8002 MMS Proxy: 82.132.254.1 MMS Port: 8080 MCC: 234 MNC: 10   If you are not sure how to use these settings, you'll find more info in the guides we wrote for iPhone, Android and BlackBerry devices. For step by step guides to setting up your device, please visit our device settings page here.   Transfer your phone number to giffgaff You can transfer your old number to giffgaff, it could be switched over as early as tomorrow if you get a wriggle on.   Two simple tasks:   Ask your old network for your PAC; Let us know what that code is and when you want your number to be transferred You can also read this guide which explain all there is to know to transfer your number to giffgaff.   Useful numbers Subject Number Guide / Article Voicemail  Your voicemail number is 443 (GIF) Guide to voicemail Balance notifications To check your balance dial *100# or   To check the remaining minutes and your goodybag expiry date dial *100*7#   The pop up notifications, you'll either love them or hate them - you can switch them on/off under My profile & settings How do I check my balance? Shortcodes Shortcodes are used to access quickly network functions from your phone - a bit geeky, but some are handy. Useful Network Shortcodes SMS Support Send keywords (e.g. membername) to 43430 to receive instant information. List of keywords     How to top-up We have different ways to help you manage your top-ups so you don't have to run out of credit.    Subject Information Guide / Article Top-up Everything you need to know about top-up Guide to top-up Recurring goodybag Set and forget. Set your goodybag to recur and it'll automatically pop onto your account each month.   Update your recurring goodybag settings under My Payment Details Guide to recurring goodybag Voucher top-up If you're not by a PC, you can buy a giffgaff top-up voucher at an off licence/ supermarket and top-up via your phone (IVR number, dial 43430)   Just ask for a "giffgaff top-up voucher" - the phone number will be printed on the paper voucher.  You can also use an O2 top-up voucher, but don't dial the number on the voucher - use 43430 instead Guide to top-up vouchers Auto top-up Set up auto top-up, so it automatically tops you up when your balance drops below £3.   Update your Auto Top-Up settings under My Payment Details Guide to auto top-up   Personalising your service There are also a few options that you can manage to tweak our services to your liking.   Subject Information Guide / Article Adult content Turn on/off the adult content bar under My profile & settings How do I lift the adult content bar? Marketing preferences To get recommended plans, points and usage statements etc you'll need to be opted in to marketing messages, update your Contact permissions under My Details.   Add "no_reply @ giffgaff.com" to your contact list to make sure to receive our emails. Guide to personalised usage statement Personal details You can update your postal address, email address and password under My Details Guide to your giffgaff details   How to get the best value Free giffgaff to giffgaff calls: Did you know you get free giffgaff to giffgaff calls and texts? You can order a free SIM to be sent to your friend, or pass on your personalised order link – get them on giffgaff and you can call and text them for free. To qualify for this a top-up or goodybag / gigabag purchase must be made with a voucher or credit / debit card at least once every three months. NB purchases made from airtime credit do not qualify. See here for more details. Recommended plan: Each month we send our members a summary about how you use your phone via a ‘Personalised usage statement. If you have a goodybag, we send this by email 2 days before your goodybag expires. If you're on Pay As You Go (PAYG, ie you're using credit each time you call/text), we send that at the beginning of each month. We give you an update about how you’ve used your phone and what the best plan could be for you (i.e. a goodybag or just our great value Pay As You Go rates at 5p/text and 15p/min). You need to be opted in to marketing to receive these emails, update your Contact permissions under My Details. Usage summary: Once you've been on giffgaff for more than 3 weeks - text "plan" to 43430 and within 10 minutes it'll pop back your recent usage and recommended plan (note: if you text earlier than 3 weeks, we won't have enough info to recommend a plan, the message you get back will say wait a bit longer for your recommended plan). We are also displaying a message after each call and text to let you know how much balance you have left. Members love it or hate it - if you are among the latter group, you can switch them off from My giffgaff.   How to get help Remember, giffgaff is a little different - we don't have a call centre, instead we have an army of members answering questions within our community, they'll typically answer your question within a couple of minutes.   We have a small Agent team who take questions which are account related only - i.e. if you have a question about your bill, problem with your account that requires you to give some personal details like credit card info etc.   Whether you have a simple question or an issue to solve, the best way to do it is to follow this simple method:   Search the Knowledge Base: get an immediate answer We have identified the questions which are the most often asked by the members and created articles answering all of them. It will answer most of your questions.   Ask the community: get an answer back in a few minutes giffgaff is all about members helping members, if you have a question – ask the community, they'll give you an answer typically in less than 2 minutes that's 24/7.   It's important that you read our community guidelines for posting on the community. The giffgaff forum is a public, family friendly and welcoming place for all and we have the community guidelines in place to make sure that it stays that way.   Ask an agent: get an answer back within 24 hours Choose the appropriate category and ask the agents to verify your account.   How to find out your giffgaff mobile number You can find your giffgaff number via the following methods:   Visit your giffgaff dashboard - Your number will be displayed under your username. Text NUMBER to 2020 or 43430 - You will get a text reply within a few minutes with your number. Here is a quick video that will guide you:     Download the giffgaff app     Check out the official My giffgaff app for your phone. T his handy app lets you manage your giffgaff account on the fly.     You can download it from iTunes, just follow this link: My giffgaff App for IOS. You can download the Android app on the Playstore, just follow this link:  My giffgaff App for Android      
View full article
Now your SIM card is activated, you may want to transfer your existing phone number to your giffgaff phone. If you are looking for information about how to transfer your giffgaff number to another giffgaff SIM, please have a look at this article about SIM Swap instead.   Transferring your number only takes 3 easy steps.     Here is a quick video that will guide you through all the steps.     If you would rather read about it check out the section below:   More Information Step 1: Get your PAC Transferring your phone number from a mobile provider to another requires a Porting Authorisation Code (PAC). You must ask your previous mobile operator for the code and then give it to giffgaff. If you need the contact details for your previous operator, you can find them here     Step 2: Prepare for the transfer Transferring your number will deactivate your old SIM so you need to  transfer any data you might want to keep from your old SIM card to your phone memory.   Ensure you have made a note of any important numbers on your old SIM/mobile, or any data from your message folders, as well as calendar reminders as these will not be transferred with your mobile number and may be lost.     Step 3: Request the transfer Once you have received your PAC:   Log into your giffgaff account Check your SIM is active; Go to "Help" & "Transfer your number" to load the transfer form   The above picture is only a screenprint. The form can be found at https://www.giffgaff.com/support/transfer   Fill the form, including the number you wish to transfer to giffgaff, the PAC and the date you wish the transfer to take place on. NB this date must be within the next 14 days. The PAC code format is ABC123456. Verify the data you entered to avoid any delay Click on "Transfer your number to giffgaff" That's it, you just have to wait for the transfer to go through.     What's next? If you request to transfer your number before 3pm, your number may be transferred on the next day. Requests made on Friday are processed on Monday. Requests made on Saturday and Sunday are processed on Tuesday.   Point to note : The Mobile Network Portability system does not operate on Bank Holidays. This means that you cannot port in to any UK network on those days. This is due to the 3rd party company that provides this service (Fujitsu) not operating on these days.   On the day of the transfer, you will experience a loss of service on your old SIM at some stage between approximately 9am and 6pm. As the process is dependent on your previous mobile operator releasing your number, we cannot offer assurances about the length of time you will be without service.   We made the graph below to give you an idea of when we release (violet) and assign (green) giffgaff numbers over the course of a regular day.     When you lose service on your old SIM, you will see an error message similar to 'SIM card registration failed.' At this point, put your new giffgaff SIM into your mobile.   Your giffgaff SIM will then stop working for a short while and then start working again but you may find that calls, texts and data work at different times until the process is complete.   It is advisable to switch your phone (with the giffgaff SIM in it) off and on every half hour or so until everything works correctly, which will signify that the number transfer has completed.     Handy Links The complete guide to keeping your mobile number Porting in explained Getting started on giffgaff Internet and MMS settings (APN) guide  
View full article
  What's the best tariff for me? We've put together this guide to help you find the right offer for you.   More Information What are the different tariffs? Giffgaff offers three different types of UK tariffs:   Airtime credit: This is classical Pay As You Go (PAYG), you pay when you use. goodybag: This is a pre-paid bundle that gives you a fixed amount of minutes, texts and data for a month. gigabag: This is a pre-paid bundle with a fixed amount of data. The table below explains what they are so you can choose the best one for you. All pricing shown is for use in the UK, separate international tariffs apply to when you are abroad or when you are dialling international numbers.   Airtime Credit   Goodybags   Gigabags   You top up an amount of your choice to your giffgaff Airtime Credit account and this amount is then debited each time you use your phone.   Airtime Credit is also used for items not included in goodybags, eg MMS, dialling international or premium numbers   Airtime Credit does not expire and lasts until you use it all up. Goodybags are bundles which includes minutes, texts and mobile internet allowances. All goodybags last one month.   Included allowances do not include MMS, dialling premium or international numbers. For these you need Airtime Credit.   Select the goodybag which is the closest to your budget and usage.   Its allowances will be valid for one month and any unused allowances do not rollover. Gigabags are data only bundles designed for data only devices, like iPads, tablets, dongles.  If you have one of these devices, you can use a gigabag or a goodybag.   Select the gigabag / goodybag which is the closest to your budget and usage.   Its data allowance will be valid for one month and any unused allowances do not rollover.   A gigabag does not work as an add-on, and the only way to add data to an existing goodybag without deleting it, is to use airtime credit at 2p/MB. In most cases it is more economical to start a fresh goodybag with a full set of allowances for a full month. For the latest PAYG prices see our pricing page for full details. For example: The £12 goodybag comes with 750 minutes, unlimited UK texts, plus 3 GB of UK mobile internet.   You can find the description of all the goodybags on this page. For example, the £7.50 gigabag gives you a 1GB data allowance for one month. See our pricing page for our gigabag options which start from just £5. To check your credit balance, dial *100# from your handset (more info). To check how many minutes and texts you have got left dial *100#7 (more info ) To check how much data you have remaining to use look on your My giffgaff dashboard or call 43430 then option 2 from your giffgaff mobile. To check how much data you have remaining to use look on your My giffgaff dashboard or call 43430 then option 2 from your giffgaff mobile.   You can only buy one goodybag / gigabag each month, so you need to wait for your current 'bag' to expire to be able to buy a new one. For more convenience, you can queue your goodybags, or recur them.     What is the best tariff for me? If you're not sure what will be best choice for you take a look at our handy chart below. All pricing shown is for use in the UK, separate international tariffs apply to when you are abroad or when you are dialling international numbers. If you are roaming in the EU, there are discount rates for airtime credit usage while you have a goodybag, although the goodybag won't be used at all.   First, choose how much Internet you'll be needing. For example, choose "Mostly browsing (total use in a month <2GB)" when you mostly browse Facebook and other websites.   Then, find the row that corresponds the most to your calling habits. For example, choose "Mostly texts, just a few calls" if you prefer texting to calling.   Where your two selections meet in the table is the best offer for you. For our example, it would be the £10 goodybag.       No/ Low mobile internet (total use in a month<1GB) Mostly browsing + watch a few videos (total use in a month <2GB) Lots of mobile Internet, watch catch up TV etc (total use in a month >3GB) Hardly any calls/ texts £10 top-up credit PAYG: 15p/min, 5p/text, 16p/MMS, 5p/MB; see   pricing page  for details £12 goodybag inc. 750 Mins , Unlimited texts, 3 GB UK Mobile Internet £15 goodybag inc. 1000 Mins, Unlimited texts, 5 GB UK Mobile Internet Mostly texts, just a few calls £7.50 goodybag inc. 250 Mins, Unlimited texts, 750MB UK Mobile Internet £12 goodybag inc. 750 Mins, Unlimited texts, 3 GB UK Mobile Internet £1 5  goodybag  inc. 1000 Mins, Unlimited texts, 5 GB  UK Mobile Internet   Calls and texts £10 goodybag inc. 500 Mins, Unlimited texts, 2GB UK Mobile Internet £12 goodybag inc. 750 Mins, Unlimited texts, 3GB UK Mobile Internet £1 5  goodybag  inc. 1000 Mins, Unlimited texts, 5 GB  UK Mobile Internet Lots of calls and texts £18 goodybag inc. 2000 mins , Unlimited texts, 6GB UK Mobile Internet £20 Always on goodybag inc. Unlimited minutes and text, Always On UK Mobile Data   Don't worry, if after a month you find yourself using more or less Internet, calls or texts than you thought you would, the next month you can just use something different. You can also purchase a new goodybag early if you use up all your allowance before the month ends.   If you are in the habit of calling abroad or of using specific services like phone directories, you will need to top up your airtime credit balance as this usage is not included in our goodybags. See our detailed tariff on this page to identify how much you should top up.   Crediting your giffgaff balance also comes handy if you use all your goodybag allowance before your goodybag expires.   How giffgaff helps you get the best value We do a few things throughout the month to help you better understand how you use your phone and what the best plan is for you, below are just a few things we do:   Personalised usage summary: Each month we email every member a summary of how they used their phone over the past month t hrough the “ Personalised usage statement ”, We send it out monthly (if you're new, you'll get it the next month). You do need to be opted in to marketing messages to receive these, see your Contact preference details. Based on how you've used your phone in the last month, we will recommend the plan that will give you enough to last you for future months. We recommend the goodybag that will have all you should need, without having to top up or use additional credit.   It includes other information like your points balance and latest news etc, hopefully a good read as well as being useful. For those members with goodbags the usage summary will also be included with the goodybag expiry notification text  These are sent two days before your goodybag expires. Adhoc personalised usage summary: You can request an abbreviated personalised usage statement by text at any time.  Text the word PLAN to 43430 and you will receive a text with a summary of your recent usage and your recommended plan: "Recommended plan: £x goodybag (last 30 days use to non giffgaff UK numbers: xx mins, xx texts, xx) giff.ly/ggdeals" This reply can take up to 30 minutes to arrive. If you do not receive it then try again, it's free to text 43430. Goodybag expiry reminder : We will send you a text reminder 2 days before your goodybag is about to expire.  As mentioned above this text includes a short usage summary so you can tell if you are on the best plan or not. Also, if you head to My giffgaff you will find a summary of what you've used over the last month to help you work out what is right for you.   Handy Links Goodybags tariffs Airtime Credit tariffs Guide to topping up International tariffs giffgaff's best tariff calculator
View full article
This article details the different reasons which can prevent you form activating your new SIM card. Just select the step during which you have an issue to access the list of possible causes and resolutions.   More Information Issues with the activation code Symptom   You are on the activation page but the you can't go through the first step because the activation code is rejected.   Causes & Remedies   Cause How to identify it Possible remedies Invalid activation code When you submit the 6 characters activation code, the error message  "S orry, that isn't a valid activation code. " is displayed. Step 1 - Clear your browser's cache and cookies Step 2 - Try alternative codes using the advice below Step 3 - Click on "Can't find your activation code?" and enter the SIM card serial number instead - this is the 13 or 19 digits printed on your SIM card (right before 3Ggg1/4Ggg1).   If the SIM Serial number is also rejected, it is possible the SIM card is faulty so it is best to order another SIM.  Missing activation code You have a non-activated SIM card but you don't have the SIM card holder where the activation code is printed Click on "Can't find your activation code?" and enter the SIM card serial number instead - - this is the 13 or 19 digits printed on your SIM card (right before 3Ggg1/4Ggg1).   Advice to read the activation code    The activation code is the light grey 6 characters code printed on the SIM card holder.   Lettering of the activation code can be difficult to read. You may read a "Q" for Quebec as an "O" for Oscar or "0" for zero. So if your code has what looks like a O or 0 then try again and replace it with a "Q".   If despite these alternatives and the use of the serial number instead of the activation code, you are still unable to activate your SIM card, you can   contact the agents  about it.     Issues with first voucher top-up Causes & Remedies   Cause How to identify it Possible remedies Invalid voucher  code When you submit the voucher code, the error message "Invalid voucher code" is displayed Try these solutions in this order to get the best result.   Step 1 - Verify you are using the correct code Verify the voucher code is 16 digits long Verify you are using the code  as shown on this picture Try alternatives if needed (e.g. 0 for O) Step 2 - Clear your browser's cache and cookies and try again.   Step 3-  If the voucher code is still considered  invalid, c heck the  service update thread  to verify if there is a technical issue.   Step 4 - If your code is correct and there is not technical issue reported, send your voucher code to the agents for verification. Voucher considered as already used When you submit the voucher code, the error message "Sorry, that voucher code has already been used" is displayed Please wait for a few hours and retry. During your wait, the payment system will have identified your previous attempt failed and will accept the voucher code.   If it is rejected again, make sure you did not use one of your previous vouchers by mistake.     Issues with first debit / credit card top-up Causes & Remedies   Cause How to identify it Possible remedies Typo in your payment details Your details must be accurate for the transaction to be succesful. Step 1 - Log in Step 2 - Go to "My giffgaff" and then "Payment details" Step 3 - Verify your payment details: Your name is written exactly like on your card (including the title) The address is the one you registered with your bank (omit any punctuation) You selected the correct type of card Step 1 - Log in Step 2 - Go to "My giffgaff" and then "Payment details" Step 3 - Modify your payment details The transaction is declined by the card issuer This can happen for a number of reasons, including:   The communication with the bank failed There is not enough funds / the spending limit has been reached Too many failed attempts have been made The card is expired The "this transaction has not been authenticated by your card issuer" error message is displayed. Step 1 - Wait for a few hours Step 2 - Clear your browser's cookies and cache Step 3 - Try again You are using a UK card from abroad Payments made from outside Europe or made with foreign payment methods may be rejected for security reasons. You will need to activate your SIM card with a voucher or do it from the UK     Lengthy activation Symptom   Your SIM card is not active 24 hours after you completed the process.   Causes & Remedies   Cause How to identify it Possible remedies Technical issue Your  " My giffgaff " page displays an "Activation in progress" note 24 hours after you completed the procedure. The agents may will need to ask the technical team to control the activation of your SIM card. Use this link to contact the agents.    
View full article
Once your SIM arrives you will need to head online to activate it - which lets our system know it has arrived safe and sound.   To activate your SIM just follow these easy steps     Here is a quick video that will guide you through all the steps.     If you would rather read about it check out the section below.   Let's do it now Activate your SIM More Information Step 1 - Insert the SIM into your phone Once you have inserted your SIM card in your phone, your network provider will be changed to giffgaff. If your phone rejects your SIM card, it may be locked to another operator, find more information about unlocking your phone here.   If your phone is not locked, you may want to check the coverage in your area.     Step 2 - Activate your SIM Go to the activation page Enter the 6 digit code (as shown in the picture below) Click on "Continue"       If you have trouble using the 6 digit code, you can use the 13 or 19 digit code which is printed on the SIM card itself. A nano SIM serial number will always be 894411 plus the visible numbers on your nano SIM.       Step 3 - Register your account If you don't already have a giffgaff account, now is the time to create one.   This account will be used to manage your giffgaff phone and participate in the community. Make sure to chose a nice member name (user name) as it won't be possible to change it afterward. Your password needs to be at least 8 characters long. It must contain at least one letter and at least one number or special character.     Step 4 - Select your product You can select a product according to your payment method:   If you are using a debit or credit card, you can purchase: a goodybag airtime credit (PAYG credit) a gigabag Please note that if you are using a BBM then this service must be enabled in settings. If you are using a voucher, you can redeem it to purchase airtime credit. You'll be then able to convert the credit into a goodybag.   Purchasing with a credit / debit card   Select the product you want to purchase Review your basket and click on "Continue" If you have selected a goodybag, and you set monthly recurrence the goodybag will recur automatically from then. You can choose to disable the recurrence later in "My giffgaff". If you have selected a credit value, you are proposed to auto top-up. Fill in your card details and address. Click on "Confirm order'.    These credit / debit  cards  are accepted:  Visa credit / debit (including Electron),  MasterCard credit / debit (including Switch). We don't accept American Express or Diners Club - if you have one of these cards, you'll need to purchase a top-up voucher.     Purchasing with a voucher   Select "airtime credit" in the "from a top-up voucher" part of the page Enter the 16 digit code printed on your voucher Submit it. See this article if you wish to exchange your credit for a goodybag     Step 5 - Register your personal details Enter the correct details of the person who will be using the SIM. Verify your address is correct.   If someone has recommended giffgaff to you, help them out by entering their details into the box and they'll get 200 payback points. If a friend ordered the SIM for you then you won't have this option, but don't worry, he / she'll automatically get the points.    We advise to use the "get giffgaffed" wizard to confirm your phone settings are all correct. Incomplete settings could affect your usage of Internet or MMS.     Handy Links Complete guide to activating your SIM How long does it take for my SIM to be activated? I have lost my activation code, what can I do? Getting started on giffgaff Where can I buy giffgaff top up vouchers?  
View full article
Waiting for your brand new giffgaff phone, or eager to see your phone back after a repair?    You can track where your phone is, and make sure to be ready to receive it.   Here is a quick video that will guide you through all the steps.     If you would rather read about it check out the section below.   More Information How can I track my order? When you order a phone with giffgaff, we send you an email confirmation as soon as your phone leaves the warehouse.   From the moment you receive this email, you can track the delivery of your phone:   Log in and go to My giffgaff In the "My payments" section, you will find your Order history. Click on your phone order Click on "Track package" You will be redirected to UK Mail's tracker where you'll be able to find the details of the delivery.   The Parcel Tracker gives you details about each step of the delivery. This document explains the different delivery statuses.   If you have a question about the information on this tracker, please contact UK Mail about it.   Alternatively, just pop onto UK Mail's website and copy the consignment number from the shipment confirmation email into the Parcel Tracker widget available on the home page.     When will I receive my phone? All our phones are sent for a next working day delivery on orders placed before 10pm Monday to Saturday, and 7pm on Sundays.   The table below shows when your phone is likely to be delivered, which is determined by the time we receive the payment for this order, including the loan approval from RateSetter.   Phone order placed Delivery day Between 19:01 Sunday and 22:00 Monday Tuesday Between 22:01 Monday and 22:00 Tuesday Wednesday Between 22:01 Tuesday and 22:00 Wednesday Thursday Between 22:01 Wednesday and 22:00 Thursday Friday Between 22:01 Thursday and 19:00 Sunday Monday   No scheduled deliveries are made on Saturday, Sunday or public holidays.   For logistics reasons, our delivery partner does not provide a next day delivery service for the entire United Kingdom (affected areas include postcodes starting IV, KA, KW, PA, PH, ZE plus Channel Isles, Isle of Man, Northern Ireland and all other offshore islands).   A full list of the relevant postcodes is attached to this article. Deliveries to these postcodes generally take 2 to 3 working days.   Note: During delivery if you are not available, we may deliver to your immediate neighbour provided proof of ID and a signature is obtained. In this case, the identity of the person it has been left with is available on the delivery card, and on UK Mail's website. Anyone accepting, and signing for the delivery of the phone must be 18 years or older.     Can I change the delivery address for my phone? For security and fraud prevention, we can only deliver phones to the address your payment card is registered to.   In the event of the address on the purchase page being correct but incomplete we advise not to proceed with the order as we cannot guarantee it will be delivered correctly, as the address could be matching with another existing location.   If you happened to order a phone to an incomplete address please contact the agents as soon as possible and provide them with the complete address. They will then communicate this information to the company delivering your phone.   Note: The 'agent link' above will only work for you if you have actually bought a phone from giffgaff.   Note: Phone orders are processed quickly, the agents can't guarantee they'll be able to complete your address before the parcel is out for delivery. Please also note that completing an address only apply to the addition of information on the same postcode. Any other change request will be rejected.     Delivery of a phone you sent to giffgaff If your phone needs to be sent back to giffgaff, you must use the system available in My orders to book this return.   Note: Remember to always book your return, as unexpected parcels are returned to the sender.   giffgaff provides you with a returns label which includes free postage with Royal Mail's 24 service. The phone must be sent via the clerk at the Post Office and you must obtain a receipt.   Note: For detailed intructions on how to return your phone see this article   From the moment the phone fixers receive your phone, you will be able to follow its progress through the booking system. The phone fixers and the agents may also contact you for more information.     Delivery of a phone sent for repair If you have sent your phone to have it repaired, you'll be able to check the progress of the repair with the booking system in My orders.   When your phone is sent back to you, you will be able to find the consignment number for this delivery there too. This consignment number allows you to track the delivery of your phone on UK Mail's website.    
View full article
Most SIM activations are processed within a few minutes but it can take up to 24 hours in some situations.   More Information How to check if your SIM has been activated You can check if your SIM has been activated by logging in to "My giffgaff". When the SIM is activated, your new giffgaff number will be displayed below your membername and your credit and/or goodybag will also be shown.   Please note: Most SIM activations are processed within a few minutes but it can take up to 24 hours in some situations.   How to get help when your SIM doesn't activate If your SIM is not activated after 24 hours, please contact our agents so they can verify the status of your activation.   Don't forget to include:   Your name Your giffgaff membername The 6 digit Activation Code   Activation Code Location The 13 or 19 digit SIM Serial Number (SSN) printed on the SIM itself (right before 3Ggg/4Ggg). 13 / 19 digit Sim Serial Number location     Please allow 24 Hours for the activation to complete before contacting the agents.     Handy Links Activating your new SIM Internet and MMS settings (APN) guide    
View full article
This short article may assist you if your device is locked to a network. More Information Indications that your device is locked to a network If your phone has the logo of a mobile network printed on the outside or on the home screen then it could be locked to that network - but its worth checking with your giffgaff SIM anyway as the presence of a logo doesn't always mean the phone is locked.   Phones that are locked to the O2 network will not require unlocking for a giffgaff SIM to work.   If when you insert your giffgaff SIM and switch the phone on you get a message on the screen saying something long the lines of "SIM card not valid" or "SIM lock" or "Insert correct SIM card" then your phone is very probably locked to another network.   Don't panic - you can almost certainly unlock it so that it works with your giffgaff SIM - see our article on how to unlock here. Remember that stolen phones that have been blacklisted will not work with any network - unfortunately some phones display messages such as "SIM not accepted" if they have been blacklisted making it really hard to tell the difference between locked and blacklisted handsets.   See our article on phone blacklisting for more details.     Handy Links How do I unlock my phone? How do I know if my phone is blacklisted? giffgaff Unlockapedia  
View full article
When we deliver your new giffgaff phone, the parcel also contains a SIM card. What you need to do with it depends on if you bought a goodybag with the phone.     More Information I bought a goodybag with the phone If you bought a goodybag with the phone, you need to activate your SIM card on the account you used, so we can register it on the network and activate the goodybag you purchased.   Go to the activation page Enter the 6 digit activation code from the SIM card Click on "Continue" If you have trouble using the 6 digit code, you can use the 19 digit code which is printed on the SIM card itself. A nano SIM serial number will always be 894411 + the visible numbers on your nano SIM.   You will then have the option to log in or register an account. Please log in to the account you created when you purchased your phone. This part is important, so we can activate the goodybag you already paid for. It's also important to keep using the same giffgaff account, so you can manage your phone from there.   When the activation is complete, your new phone number will be available in "My giffgaff" If you want to keep your old number, you can request to transfer your number from your old provider.     I did not buy a goodybag with the phone If you did not buy a goodybag with the phone, you already have an active giffgaff SIM card, so may not need this new one. If this is an additional phone, you can use this SIM to set up a new account to get a new number. If it's a replacement for your current phone and your new phone requires a different size SIM card from the one you are currently using, you can transfer your number and credit/goodybag with SIM Swap.   To perform a SIM Swap:   Back-up all your contacts and texts saved on your SIM to your phone memory, as this data cannot be transferred through SIM Swap. Log out of your giffgaff account, and click "Activate SIM" on the home page. Enter the 6 digit activation code from the new SIM card. When on the account registration page, log in to your existing account in the "already registered?" section. You will see a warning you that you cannot have two active SIM cards on the same account, and show you the activation code and SIM Serial Number (SSN) of your current and new SIM cards. Please check the SSNs shown match the SIMs you wish to swap. After checking the SIM details are correct, click "Yes, I want to swap my SIM" then "Yes, I'm sure" and the SIM swap process will begin. Soon your old SIM will be deactivated, and you will lose signal. Put the new SIM in your phone. It will take anything from 30 minutes to 24 hours for the new SIM to be activated. The best thing is to leave the phone turned off with the new SIM in for 30 minutes, then turn it on occasionally until you get signal. You have completed SIM Swap! Enjoy your new phone.     Handy Links What is a SIM Swap? How do I activate my SIM?  
View full article
First of all, if you've bought your phone from giffgaff, don't worry. All of our phones are sold completely unlocked and unbranded.   If you're bringing your phone from another network, we have a great guide called the Unlockapedia with everything you need to know about unlocking your phone.   Your first call should be to the network who locked the phone in the first place. Their logo will be on the case or on the home screen. Some companies unlock their phones for free if they're over a certain age and they will all quote you a price for unlocking, although it may be pricey.   Ofcom Mobile providers current unlock policy   Next step is to try a number of free sites. Older phones (especially Nokia) are easy to unlock with a code that many web sites will give you for free. Some good free sites are as follows:-   Nokiafree Unlockitfree   Unlockitfree lists some codes for other brands, though not as many as the Nokia handsets. Some handsets can't be easily unlocked for free, but try running a Google search - you never know what you'll find but take precautions and make sure the site is legitimate.   If none of the above works for you then you'll have to go down the paid for route. There are numerous high street stores that will unlock phones and many online sites that will too. Prices vary from shop to shop and handset to handset. You can pay a little as £5 for a basic, older phone and up to £40 for the most recent smart phones. If you use an online store please take precautions (like running anti virus software) and make sure the company is legitimate before you purchase.   We'll be running a forum thread on unlocking, so why not visit our community pages and search for unlocking to see what the latest news is.   We've also prepared this video explaining some of the benefits of unlocking your handset.    
View full article
Interested in buying your new phone with giffgaff? This guide will help you answer the questions you may have.     More Information Can I spread the cost of my phone? We are ranging phones to suit every need and budget. In order to help you finance your new purchase, we have been looking at solutions to help you spread its cost over several months, without asking you to sign up for a lengthy mobile contract.   In true giffgaff spirit, we are proposing a solution of peer 2 peer lending with RateSetter. This way, you can finance your phone purchases with a loan and spread it's cost over 6, 12, 18 or 24 months. Please note that:   You must be at least 18 to apply for a RateSetter loan; You need a debit or credit card, even if the loan covers the full value of the phone; and Loans are only available on phones priced at £99 or more. Members can have a maximum of two loans per account but only if 6 (or more) successful payments have been made on your first loan without missed payments. This solution allows you to pay separately for your phone and for your monthly goodybag.   Note: Please be aware that you are responsible for all payments of the phone until loan completion. This also applies in the unfortunate event that you lose or have your phone stolen. The remainder of the loan must be paid regardless of time or outstanding balance on the loan bill. Have a look at giffgaff's guide to insuring your phone.     Will I be credit checked? If you are spreading the cost of your phone by signing up for a peer 2 peer loan then you will be credit checked as part of the application process.   You will be asked for your addresses over the past 3 years in order to complete the check. Make sure to provide complete and accurate information during the purchase so the credit check will be run under the best conditions.   You can use external agencies to find out your credit score. You can also talk to your bank or a personal financial adviser about your credit score and the best way to improve it.   If you are applying for a second loan to purchase a second phone from your account, please note that:   You must be at least 6 months into your current loan agreement, and You must have 6 months (or more) of successful return payments with no defaults (missed payments). A maximum of 2 loans per account. You will go through another soft credit check.   If you are paying the full amount of your phone with your credit or debit card then you won't be credit checked, as you are not applying for a loan.     Why was my loan rejected? There are a number of reasons why your loan application may be rejected. Most of the time it will be based on the result of the credit check, but it can also be caused by issues with the information provided.   Make sure to always provide giffgaff with true and accurate information so we can process your request in the best possible way.   In particular, please make sure that you are providing us with:   Your full legal name (shortened or usage names will be rejected) Your own bank details. No loan application will be accepted if you are giving us someone else's bank details (even if they are living at the same address) Your address. This must be where you live and where your card and bank account are registered. This is also the address which shows on the electoral roll. No applications will be accepted for business addresses. Your correct date of birth. You must be at least 18 years old. When applying make sure that your date of birth did not change when you scrolled down to the next field. Please also make sure that you have enough funds available on your card to cover the initial payment, if applicable selecting a greater initial payment will reduce the amount you ask to borrow.   If you wish to have more information about your credit score, other companies can provide you with a credit report to help you understand your situation better and improve your credit score.   Note: If you are already a RateSetter user your loan application may be rejected because you are using the same email address as for your existing RateSetter account. In this case you can use a different email on giffgaff to complete your loan application and your phone purchase.     Why is my order showing "Pending"? If you are spreading the cost of your phone with a RateSetter loan, you may see that your order is showing as "Pending". This means that the payment transaction is not complete and the order won't be sent.   This may happen when:   You are referred, this means that RateSetter needs more time to process your application. They will contact you to tell you of the outcome. If your loan is accepted, you can go back to the site and process your order (make sure to make the same selection). The loan will only be finalised when the order is validated. If you chose not to complete your order, the loan will be cancelled automatically. Your loan is accepted but your card payment has failed. Your loan will be kept pending so you can re-attempt a card payment. Please note that, if you are completing your order later, it will create a new transaction and the initial order will keep on showing "Pending".   Tip: Your loan is not valid until you complete your order. Look out for your order and shipment confirmations to confirm that your order went through.     Managing your repayments Once your loan application had been accepted by RateSetter (our peer 2 peer lending partner), you will be able to go on and complete your phone purchase.   When you receive Ratesetter's email they will provide a link to the phone that you have ordered. When clicked, you will then be taken to the giffgaff site where you must confirm your purchase. The order process will begin and you will receive tracking information when the phone leaves the warehouse.   If you wish to check the details of your loan later or you want to make an early repayment. Please log in and go to My Loans. If you encounter an issue accessing the Repayment section, clear your browser's cache and cookies and log in again.     What happens if I return my phone? If you decide to return your phone as part of the Change of Mind policy or send us back a faulty phone and you wish to have refunded it will be processed in accordance with the Cancellation Policy. See here for the Returns and Repairs process.   If your return is accepted then giffgaff's finance team will refund your debit/credit card with the amount of the initial payment and will contact RateSetter to cancel your loan.    
View full article
Interested in buying your new phone with giffgaff? This guide will help you answer the questions you may have. I'm not a member, can I purchase a handset? I'm already a member, can I purchase a handset? Do I need to order a new SIM? Can I spread the cost of my phone? Will I be credit checked? Do I need a credit or debit card? Are giffgaff phones locked to giffgaff? When will my phone be delivered? Are giffgaff phones new, and do they have a warranty? You want to buy a new phone but you have ...
View full article
About to activate and take the plunge? Here's a really useful guide taking you through all of the common pitfalls to avoid ...
View full article
Think you've lost your 6 digit activation code? This guide will tell you where you can find it and what other code you can use instead. More information Where is the 6 digit code? You will find the 6 digit code required for activating your SIM on the debit card sized SIM holder (not the SIM that you put in your phone)     What else can I use? If you have lost the SIM card holder, you can activate the SIM card using the SIM serial number (SSN) which is printed on the back of the SIM itself. This is either 13 digits starting '00' or 19 digits starting '8944'. On the SIM activation screen, click on "Can't find your activation code" then enter the SSN.   You can also obtain the activation code by typing the SSN on this website: http://www.mtrak.co.uk/ggcodes.html (Made by community member diver300).   Once you have your code or SSN, to activate your SIM head here. Handy Links Getting started on giffgaff Complete guide to activating your SIM The step-by-step instructions to perform a SIM Swap
View full article
All SIMs sent by giffgaff are now sent by 1 st Class Royal Mail. The table below shows expected time scales.   SIM Type Ordered Delivery Method Delivery Time New Customer SIM 1 st Class Royal Mail 1-3 Working Days Faulty/Lost, Stolen SIM 1 st Class Royal Mail 1-3 Working Days All Friend Referral SIMs 1 st Class Royal Mail 1-3 Working Days More Information What do I do If my new SIM doesn't arrive? Please note: That in extreme weather or busy times of the year that delays are possible so please be patient.   If you have been waiting more than 7 days for the arrival of a SIM then please proceed to contact an agent. It is possible the SIM has been lost in transit and will require re-ordering.   If you've lost/had your SIM stolen then please head to the replacement SIM page under Help to bar your SIM and request a replacement. If it is ordered prior to 1pm, typically it'll arrive the following working day.   If you've already ordered a replacement SIM through the Lost/Stolen page, but have not received it (Allow 5 full working days) then check the address in your account details and change it if necessary. Then contact an Agent who will then re-order you a new one.   Note: If the original one finally turns up, it won't work once a new one has been re-ordered. So either pop it the recycling or use it as a coaster.   Just so you know, the replacement SIM will arrive in an envelope saying "Oops, don't worry, we'll get you back on track" as shown below.   Replacement SIM envelope    
View full article
Don't worry, there is no time limit. You can transfer an old number over to giffgaff whether it is 3 days, 3 weeks, 3 months or longer since you activated the giffgaff SIM.   If you are still contracted with another operator, you will probably have to wait for the end of your contact to transfer your number to giffgaff.   More Information Requirements to transfer your number The only requirements to transfer your number to giffgaff are:   Your giffgaff SIM must still be active - we will deactivate it after 6 months without use. You need a valid Porting Authorisation Code (PAC) from your old provider.  A PAC lasts for 30 days from when it is issued. After this it expires, however you can request it again. Just before your contract ends, ask your current service provider for your PAC code. On receipt of your PAC follow the step by step guide here.   Handy Links How can I transfer my mobile number to giffgaff? Porting in process explained Getting started on giffgaff    
View full article
If you are planning on joining giffgaff then you are probably interested in understanding how to receive a SIM card and a giffgaff number. This guide explains everything you need to know about joining giffgaff. More Information Ordering a SIM card The only things you need to join giffgaff are an unlocked/locked to O2 handset and a free SIM card.   You can order a free SIM card on the order page.   On this page you will have two options to order a free SIM   Order a SIM direct to your address. Choose a goodybag and register a new giffgaff account.     Choosing a goodybag   Use the arrows to select the package you want then press the 'Select' button.   Just ordering a free SIM without a goodybag   Just press the 'No thanks, I'll decide later' link.   After pressing one of the two links you will have to fill in your address details of where you want the SIM delivered to.     If you have selected to pre-order a goodybag with your free SIM then you now have the choice to register for a giffgaff account. Just press the link to register. This step can also be done when the SIM arrives.   Your name, address and email will be on the pane on the left which you can edit if they are not correct. On the right will be fields to complete your community membership.   Once the details have been entered and you have pressed register you will officially be a giffgaff member and you will be able to post in the community if you wish.   You will then receive a confirmation email confirming your SIM order and if you have chosen one, your goodybag too.   Note: When you receive your SIM with your goodybag order just login to the giffgaff account you created where you will be able to confirm and pay for the goodybag. Don't worry if you have changed your mind, it's totally possible to select a different goodybag or gigabag.   All our SIM cards are now triple SIMs, which means that they can work as a traditional SIM card but also as a Nano or micro SIM.   Here is a quick video that will guide you through all the steps.       Activate your SIM To activate your new SIM card go to the SIM activation page and follow the instructions.   You will need to top-up your SIM card to activate it. The options to activate are credit / debit card or a giffgaff voucher.   You can find complete instructions on how to activate your SIM card in this guide.     Check if your phone is unlocked You can insert your SIM card in your device to see if it is unlocked. Just pop out the required part from the SIM card holder. If your phone asks for a PIN code, enter 5555 and press OK.     If you get an error message and / or no coverage signal, it's likely that your phone is locked to your previous network. Don't worry, we created the unlockapedia which is a place where you can find alternative ways to unlock your phone.   Note: Phones that are locked to the O2 network do not need to be unlocked as giffgaff is running on the same network.     Settings sorted: Set up data and picture messages (MMS) The first thing you'll want to do then is make sure that you have the right settings to get data/mobile Internet and Picture Messaging (MMS) up and running.   Step by step guides to setting up your phone   We prepared the following guides to help you with some of the bits you'll need to set up to get your data, MMS and voicemail:   Generic phone settings iPhone settings Android Settings BlackBerry settings You can also search for your phone model on this page.     Transfer your number to giffgaff You can easily transfer your existing number to giffgaff. It could be switched over as early as tomorrow if you get a wriggle on and the transfer form is completed by 3pm.   Two simple tasks   Ask your old network for your PAC. Let us know what that code is.   If you have your PAC already then head over to the transfer you number page and fill in the form.   If you need more information about the method to transfer your phone number to giffgaff then this guide will tell you all about it.     Useful numbers You'll find below the number of the most used services:     Voicemail settings     Your voicemail number is 443 (GIF)     Guide to voicemail     Balance notifications     To check your balance dial *100#   To check the remaining minutes and your goodybag expiry date dial *100*7#   The pop up notifications, you'll either love them or hate them. There easy to switch them ON/OFF under My profile & settings.     How do I check my balance?     Shortcodes     Shortcodes are used to access quickly network functions from your phone - a bit geeky, but some are handy.     Useful Network Shortcodes       Handy Links What's the best plan for me Activating your new SIM giffgaff unlockapedia  
View full article
In order to unlock your handset to use on giffgaff you'll need to know the network it is linked to and contact that network to provide unlocking information.   There may be some rules associated with the network, i.e. phone must be linked to original network for 12 months etc.   You won't need to unlock your handset if your handset has previously been used on the O2 network.   If you're not sure which network the handset was linked to, i.e. you bought it off eBay or got it from a friend then here's a few tips to identify the network provider.     We have prepared this video to explain some of the benefits of unlocking your handset.     More Information Bought it from eBay? Do you have the box and can you tell which branding is on it or on the handset itself? What documentation do you have from purchasing the handset? Can you contact the seller as they should be able to provide the information.     Acquired it from a friend Are you still in contact with your friend? Have you got any documentation related to the handset i.e. handbook, box, paperwork? Check for branding on handset. Have you got any family or friends that are on different networks who may allow you to put their SIM in your handset to establish network connection?     You have bought a new iPhone from a 3rd party reseller 3rd party resellers are classed as anyone that is not Apple. Carphone warehouse is one such seller. All giffgaff phones are sold unlocked and will remain that way. These phones are sold as SIM free not unlocked, read the terms of sale first. All 3rd party resellers selling iPhones will permanently lock to the first UK network SIM inserted except phones bought from giffgaff. giffgaff cannot unlock your phone for you. If you have inserted a giffgaff SIM and the phone is now locked then it is locked to the O2 network, giffgaff's parent network. To unlock a phone that is locked to O2 you will need to become an temporary O2 customer. This guide shows you how to unlock it. For more information about how to unlock your phone head to our Unlockapedia page.    
View full article
Top Contributors