Get Help
Community

Getting started

Sort by:
On the day of transfer it's normal to experience a loss of service until your transfer is fully completed.   You may not be able to use either your old number or your current giffgaff number for several hours and should refer back to this article the morning after your transfer if you're still experiencing an issue. To help, regularly turn your phone ON and OFF throughout the day.   If the transfer hasn't happened as you expect, here are a few steps you can follow that will give you a better understanding where the problem lies and hopefully will allow you to fix it yourself without needing to contact an agent.   There are 3 common situations that we will take a close look at. Click on My profile & settings and have a look at the number displayed under your member name and follow the link to the section that applies to you: Your transferred number is not showing on your account Your transferred number is visible on your account, but you have no signal Your transferred number is visible and you have a signal, but you're unable to make or receive calls/texts Handy Links     Your transferred number is not showing on your account If the number you would like to use is not showing on your account then that usually means that the number transfer is most likely in progress - don't fret, wait till 9PM on the day of your transfer and if you're still having problems contact one of our agents.      Back to top   Your transferred number is visible on your account, but you have no signal Sorry to hear you're having problems getting signal. Hopefully the information below will get you fixed quickly. The last step is for the situation in which none of the previous ones has fixed the issue:   Make sure the phone is not locked to a different network. You can find out if it is here, and then the Unlockapedia will help you if it is locked. Switch OFF your phone, remove the SIM and reinsert it. Now switch the phone back ON. Check your APN settings on the phone are correct. Perform a manual network selection to make sure you're definitely on giffgaff. Try inserting your SIM into another unlocked phone. If you get signal, this will show the problem is with your phone rather than the SIM. If by 9AM on the morning after you are still experiencing an issue, please contact an agent detailing your problem. Remember to include your PAC and both mobile numbers.      Back to top   Your transferred number is visible and you have a signal, but you're unable to make or receive calls/texts So your number is showing and you have signal, but you're unable to make or receive calls and texts? These steps are for you;   Make sure the phone is not locked to a different network. You can find out if it is here, and then the Unlockapedia will help you if it is locked. Switch OFF your phone, remove the SIM and reinsert it. Now switch the phone back ON. Check your APN settings on the phone are correct. Perform a manual network selection to make sure you're definitely on giffgaff. Try inserting your SIM into another unlocked phone. If you get signal, this will show the problem is with your phone rather than the SIM. If by 9AM on the morning after you are still experiencing an issue, please contact an agent detailing your problem. Remember to include your PAC and both mobile numbers.      Back to top   Handy Links How do I keep my current mobile number? Porting in explained Getting started on giffgaff Internet and MMS settings (APN) guide Your transfer page    Back to top    
View full article
In this section we explain giffgaff's triple SIMs and how to use them. What is a triple SIM? How to use a triple SIM Which size SIM fits my phone? How do I order a triple SIM? Why have a triple SIM? Handy Links   What is a triple SIM? With 3 different sized SIMs to cater for, ordering one can be a bit of a nightmare. Especially if you're not tech savvy. To make life easy, giffgaff are now sending out triple SIMs which contain all 3 different sizes of SIMs in one. This means that a single SIM can be used as a standard sized SIM, a microSIM and a nanoSIM. Hence you cannot order the wrong SIM and giffgaff doesn't have to stock 3 different sized SIMs.   Triple SIMs are also known as trio, 3 in 1 or hybrid SIMs.      Back to top   How to use a triple SIM giffgaff's triple SIMs are constructed so that you can pop out each of the smaller sized SIMs to fit the SIM slot for your phone. When you need to pop out a smaller SIM please do so carefully and slowly. It's best to press gently all around the SIM in a few circuits rather than trying to pop the SIM out in one go.      Handy Video   Here is a quick video that will guide you through the steps.       Moreover the process is reversible, if you popped the required SIM out carefully enough. You can pop back in each of the smaller sized SIMs to recreate one of the larger SIMs. So do keep the outer surround(s) in a safe place in case you need to use a larger sized SIM in the future.      Back to top   Which size SIM fits my phone? There is no rule of thumb to say which sized SIM fits which phone as they all differ. The best advice is to check the specifications of your phone on the manufacturer's website to see which sized SIM your phone takes.   As a rough guide: All the latest iPhones, iPads and some others, eg Samsung, HTC, Nexus. These take a nanoSIM. Most other modern phones will probably take a microSIM. Feature phones and older smartphones usually take a standard SIM. You can also check Ken's Tech Tips blog post to see if your phone is listed.      Back to top   How do I order a triple SIM? There are several ways of ordering a giffgaff triple SIM.   If you are not already a member of giffgaff: Order a SIM using any existing member's affiliate link. The links are normally found in their signatures in their posts in the community forums; activating one of these SIMs with at least £10 will then give you £5 bonus credit. Order a SIM from giffgaff's own order page; these SIMs can be activated with a minimum £5 goodybag purchase but you will not receive any bonus credit. If you are already a member of giffgaff you can order SIMs from your Spread giffgaff page.      Back to top   Why have a triple SIM? If you want to know what a SIM, or Subscriber Identity Module is and does, then please see this blog post.   Now for a bit of history, which of course you can skip. The very first Original SIMs were introduced in 1991. They were credit card sized and designated "1FF". No modern phone uses this size of SIM (think brick sized phones).   These were followed by MiniSIMs ("2FF") in 1996 and it is these which we also now call the Standard SIM. These are about the size of a postage stamp.   A smaller variant was introduced in 2003 called the MicroSIM ("3FF"). Making the SIM smaller means that phones can be made smaller or extra hardware can added for the same size of phone.   Finally Apple started using the nanoSIM ("4FF") in 2012 which is the smallest sized SIM at the moment. They were soon joined by other manufacturers in using this sized SIM for some of their phones and devices.           Back to top   Handy Links Getting started on giffgaff Activating your new SIM Guide to spread giffgaff    Back to top    
View full article
Interested in buying your new phone with giffgaff? This guide will help you answer the questions you may have. Can I spread the cost of my phone? Will I be credit checked? Why was my loan rejected? Why is my order showing "Pending"? Managing your repayments What happens if I return my phone?       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 purchase 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 £100 or more. This solution allows you to pay separately for your phone and for your monthly goodybag.      Back to top   Will I be credit checked? If you are spreading the cost of your phone by signing up for a peer 2 peer loan, 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 advisor about your credit score and the best way to improve it.   If you are paying the full amount of your phone with your credit or debit card, you won't be credit checked, as you are not applying for a loan.      Back to top   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. 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.   Please note that 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.      Back to top   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 in "My giffgaff" 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.      Back to top   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.   If you wish to check the details of your loan later, or want to make an early repayment. Please log in and go to "My giffgaff". From there, click "Manage my repayment" to access this section of the website.   Please make sure to always log in to "My giffgaff" before attempting to access this section. If you encounter an issue accessing the Repayment section, clear your browser's cache and cookies and log in again.      Back to top   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 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, giffgaff's finance team will refund your debit card with the amount of the initial payment, and will contact RateSetter to cancel your loan.      Back to top      
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. Handy Video How can I track my order? When will I receive my phone? Can I change the delivery address for my phone? Delivery of a phone you sent to giffgaff Delivery of a phone sent for repair   Handy Video     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. If you require subtitles for this video then they are available by pressing the "subtitles/closed captions" button. Other languages are available within "settings" then "Auto translate".    Back to top   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.      Back to top   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.      Back to top   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.      Back to top   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.      Back to top   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.      Back to top  
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. I bought a goodybag with the phone I did not buy a goodybag with the phone Handy Links       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.      Back to top   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.    Back to top     Handy Links What is a SIM Swap? How do I activate my SIM?    Back to top  
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 reported your SIM as lost or stolen Handy Links   I'm not a member, can I purchase a handset? If you are not already a giffgaff member then you can simply select the handset, a goodybag and your payment options. When you validate your basket, we will ask you to create a giffgaff account.   This account will be used to manage your orders and delivery details. You can also use it to post on the community forum.   We will send you a giffgaff SIM card with the phone, that you need to activate on the account used to purchase the phone to start using your goodybag. Your giffgaff account will then be used to manage your goodybags and credit as well.   New members: You are required to buy the initial goodybag with your phone order. If you choose to cancel your phone order within the cancellation period then you are also able to cancel your goodybag at the same time. If you want to carry on using the giffgaff service and not cancel your goodybag then you must contact us.   You have 14 days as described in the refund policy from when the phone is received to do this.   The cancellation period is explained further in the right to cancel section of the website.      Back to top   I'm already a member, can I purchase a handset? Of course, our phone offer was created with existing giffgaff members in mind.   In order to purchase a phone, please log in first. This way we won't ask you to select a goodybag with your phone. If you don't, we will simply ask you to log in later and remove the goodybag you selected.   As a giffgaff member, you will be able to use your existing SIM card and credit / goodybag.   To buy a phone, you will just have to select it and your payment preferences. We will then ask you to log in and confirm your personal details before asking you to check out. When this is done and your payment is accepted, we will process your order and send you a confirmation.   It's as simple as that.      Back to top   Do I need to order a new SIM? All the phones are sent with a brand new SIM card so you don't have to worry about that.   If you are a new member, you will need to activate this SIM card on the website to receive your phone number and activate your goodybag. Don't forget to log in to your giffgaff account when asked, so we can register your SIM card on the right giffgaff account. You can find more information about this procedure in this article.   If you are an existing member, you can simply use your normal SIM and discard this new SIM card. If your old SIM does not fit in your new phone, you can use this new SIM instead. Just perform a SIM Swap to transfer your number, credits and goodybag to this new SIM.      Back to top   Can I spread the cost of my phone? We stock 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 purchase with a loan and spread its cost over 6, 12, 18 or 24 months. Loans are only available on phones priced at £100 or more.   Please note that: You must be at least 18 years old to apply for a RateSetter loan; and You need a debit or credit card in your name and registered at your current address; and You must be able to provide U.K. addresses for the last 3 years, without any breaks. This solution allows you to pay separately for your phone and for your monthly goodybag. This way you can change you goodybag to whatever you like. Buy a higher or lower plan than originally bought or stop the plan altogether and be on PAYG rates. Your choice.   Please note that if you are already a RateSetter user your loan application may be rejected because you are using the same email address 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.   You can also see this article for more information.      Back to top   Will I be credit checked? If you are spreading the cost of your phone by signing up for a peer 2 peer loan, 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 paying the full amount of your phone with your credit or debit card, you won't be credit checked, as you are not applying for a loan.      Back to top   Do I need a credit or debit card? Whether you choose to pay for your new phone today or spread the cost over a few months, we will ask you for your debit or credit card details, as these details are needed to apply for the loan and, when applicable, to make the initial payment.   If you plan on paying the full amount for a high end phone with a debit or credit card, we advise you to contact your bank to make sure they will accept the transaction.   Make sure to give the address where your card is registered, so the transaction can be accepted and you can go through with your order. Giving us a different address will result in the order being rejected.   The same credit / debit card will be used to pay for your goodybag each month. This can be changed in the my payments section of your account settings.      Back to top   Are giffgaff phones locked to giffgaff? Not at all. We think you should be free to do what you like with your phone, and so every phone you buy from giffgaff is completely unlocked and will stay that way. This applies to iPhone, Android, BlackBerry, Windows Phone - the lot.      Back to top   When will my phone be delivered? Phones are delivered Monday to Friday. There are no deliveries on Saturday, Sunday or Bank/Public holidays. This table shows you when your phone will be delivered, based on the time and day you place your order.   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   Note: If you are buying your new phone with a loan from RateSetter, your order time and day is when we receive confirmation and payment from RateSetter.     Please refer to the guide to phone deliveries for further information.      Back to top   Are giffgaff phones new, and do they have a warranty? Unless clearly stated on the individual phone information pages, all phones sold by giffgaff are brand new and U.K. specification. They come complete with the accessories you'd get buying the same model from a retail store, and include at least 1 year manufacturer's warranty as standard.      Back to top   You want to buy a new phone but you have reported your SIM as lost or stolen The giffgaff system currently allows you to buy a new phone even when your SIM card has been reported as lost or stolen.   However, if you decide to buy a new phone and you have already reported your phone and/or SIM card as lost or stolen using the barring process then you will be asked to buy a new goodybag with your new phone order even if you currently have an active goodybag.   Unfortunately at this time we are unable to change this process and this is the only way to buy a new phone from us if your SIM has already been deactivated.   If you do not wish to buy this second goodybag then you should wait for your replacement SIM to arrive and then order a phone once it's been activated.   If you choose to proceed with the purchase of the phone then please Contact an agent to have this goodybag refunded. Under no circumstances should the SIM that arrives with the new phone be activated on the account, doing so will place a new number on the account.   In either situation the replacement SIM should arrive in an envelope as described here.      Back to top   Handy Links Buying a giffgaff phone with a loan How to cancel your giffgaff SIM, goodybag and phone order How do I report my phone and/or SIM lost or stolen?    Back to top    
View full article
goodybags are the best way to enjoy giffgaff offers, as you can select the most appropriate bundle of minutes, texts and data for your needs. What is a goodybag? Do I have to buy a goodybag? Do I need to select a goodybag every month? Do I have to keep the same goodybag for a minimum period? Can I change the goodybag I selected with my phone purchase? Handy Links     What is a goodybag? A goodybag is a bundle which contains an allowance of minutes, texts and data. Each goodybag lasts one month. The available goodybags are shown here.   If you use all your allowed minutes, texts or data before your goodybag expires, you can decide to purchase a new goodybag, or to keep on using your phone at the standard PAYG rates.   An active goodybag cannot be refunded so take the time to chose wisely.   An active goodybag can be cancelled (but not refunded) by choosing to start a new goodybag early if you have fewer than 5 minutes or 5MB left.   The use of goodybags and gigabags can be used in any device. Members wishing to use a giffgaff SIM card in their tablet, dongle, SIM box or other device can use any goodybag or gigabag including the £20 Always On goodybag for the first 6GB of data only. It is not possible to tether using the reduced speed Internet of the £20 Always On goodybag.   gigabags are data-only goodybags. They are not a 'bolt-on' to top-up the data on an existing goodybag.      Back to top   Do I have to buy a goodybag? If you are a SIM only member, you can choose to top-up your SIM card with PAYG credit or with a goodybag. Please note that they are two different things:   PAYG Credit: This is an amount that is credited to your giffgaff balance. You can then use it whenever you want and you pay for each call, text or data connection individually. Credit doesn't expire. Goodybag: This is a monthly allowance of calls, texts and data. As it's different from credit, it is not reflected in your balance - e.g. a £10 goodybag won't increase your balance by £10, your balance will remain the same, but you will have a minute, text and data allowance on top of it. Note that credit is not automatically turned into a goodybag of the same value. For example, crediting £10 in your giffgaff balance does not mean you are buying a £10 goodybag. (See handy links at the bottom of this page)   If you are buying a phone and are joining giffgaff at the same time, we ask you to buy a goodybag with your phone. This goodybag will start when you activate your new giffgaff SIM and will recur every month. You can change your recurring goodybag from the second month onward.   If you are already a member and are buying a giffgaff phone, you do not have to buy a new goodybag - you can simply keep on using your existing SIM card and goodybag or credit.   Please note: when buying a goodybag from airtime credit the option to exchange airtime credit for a goodybag is on the payment options page, just prior to the final confirmation page.   If you are using a BlackBerry device with a version of the BB operating system prior to version 10, and wish to use BBM, BlackBerry email and/or BIS, you will need to activate BlackBerry Services to work with your goodybag. This service can be activated in the Profile & settings section of My giffgaff.      Back to top   Do I need to select a goodybag every month? Goodybags are valid for 1 month only and need to be renewed every month if you want to keep on using them.   Depending on the settings you selected during your goodybag purchase, it's possible that your goodybag is set to recur automatically already. Goodybags purchased with a giffgaff phone are automatically set to recur.   If you want to make sure that your goodybag will be automatically renewed next month, you can check your settings in My giffgaff. In the "Your goodybags" section you will see if a new goodybag is already set to recur. If not, you will see a message proposing you to change your settings.   If you click on this last link, you will see the "Recur your goodybag" section. All you need to do is click the "Recur your selected goodybag" check box to recur your current goodybag, and then click on the "Save recurring settings" button.   If you want to change the type of goodybag you want to recur then just click on the "change" link.      Back to top   Do I have to keep the same goodybag for a minimum period? All goodybags have a validity of 1 month, but it is possible to choose to start a new goodybag early if you have fewer than 5 minutes or 5MB of data remaining.   It is possible to queue another goodybag for the following month, or to set up automatic recurrence.   If you decide to recur a different goodybag from next month, or to stop the recurrence, you can also change your settings at any time.      Back to top   Can I change the goodybag I selected with my phone purchase? For technical reasons, we provision your new goodybag as soon as you validate your order. This means that it is not possible to change your goodybag selection between ordering your phone and activating your new SIM card.   Don't worry as you may change it after the first month by modifying your recurrence settings.      Back to top   Handy Links Can I buy a goodybag / gigabag with my existing credit? Guide to queued goodybags Recurring goodybags guide    Back to top    
View full article
giffgaff is selling phones for new and existing members alike, and we hope that we are ranging a model that suits your needs. Do I need to be a member to buy a phone? Which details do I have to give? Do I need a credit or debit card? Handy Links     Do I need to be a member to buy a phone? In short, yes. But don't worry, you'll set up an account as part of the process, so you won't need one ahead of time.   If you are not a giffgaff member already, you simply need to select:   the phone you want to buy a goodybag your payment options When you validate your basket, we will ask you to create a giffgaff account and become a member.   This account will be used to manage your orders and delivery details. You can also use it to post on the community forums.   We will send you a giffgaff SIM card with the phone, which you need to activate to start using your goodybag, so you won't need to have one beforehand. Your giffgaff account will then be used to manage your goodybags and credit as well..      Back to top   Which details do I have to give? In order to create a giffgaff account, we need your personal details and your address, which we will use to send your new phone.   More precisely, we ask you to provide us with:   A member name of your choice - choose a cool name, it will be public if you participate on the forum, A password - the longer and crazier, the better, Your email address - a real one or we won't be able to send you your password if you forget it. Your title and name Your date of birth - this is optional Your contact phone number - preferably a mobile phone number, so we can send you information about your delivery. Your address - your delivery address must be your billing address Your credit / debit card details If you are signing up for a loan in order to spread the cost of your new phone, we will also ask you for the following details:   Previous address(es) if you have been in your current address for less than 3 years - This information will be used for the credit check. Your bank account details - so the peer 2 peer lending provider can organise a direct debit for the monthly repayment of your loan.    Back to top   Do I need a credit or debit card? Whether you chose to pay for your new phone today or spread the cost over a few months, we will ask you to for your debit or credit card details, as these details are needed to apply for the loan and, when applicable, to make the initial payment.   If you plan on paying the full amount for a high end phone with a debit or credit card, we advise you to contact your bank to make sure they will accept the transaction.   Make sure to give the address where your card is registered, so the transaction can be accepted and you can go through with your order. Giving us a different address will result in the order being rejected.   The same credit / debit card will be used to pay for your goodybag each month.      Back to top   Handy Links Buying a giffgaff phone with a loan Guide to goodybags and gigabags What is peer-to-peer (P2P) lending?    Back to top    
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. Ordering a SIM Activate your SIM Check if your phone is unlocked Settings sorted: Set up data and picture messages (MMS) Transfer your number Useful numbers Handy Links   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.        Back to top   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.      Back to top   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.      Back to top   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.      Back to top   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.      Back to top   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        Back to top   Handy Links What's the best plan for me Activating your new SIM giffgaff unlockapedia    Back to top    
View full article
ATTENTION: giffgaff are now issuing triple SIMs instead of nano SIMs. This article remains for some of its reference value.   Find out everything about the nano SIM and how to get one with giffgaff.     What is a nano SIM How to get a nano SIM How to replace a lost or stolen nano SIM Devices using a nano SIM     What is a nano SIM  Back to top     Nano SIMs were introduced by Apple, these are smaller than their predecessor the micro SIM. Despite the nano SIMs being slightly thinner than standard SIM cards (including the micro SIM) it is still possible to cut your own micro SIM down to nano SIM size. When it comes to getting hold of a giffgaff nano SIM there are a couple options open to you: you can order a nano SIM from our order page alternatively, if you’re feeling brave, you can follow our video to cut your existing  SIM to nano-size.     If you’re interested in the benefits of buying a handset SIM free and popping in a giffgaff nano SIM take a look at our price comparison blog.       How to get a nano SIM  Back to top     If you are new to giffgaff, the nano SIM can be ordered from our order page.   If you are already a giffgaff member but you need a new nano SIM for your shiny new phone, you can order a nano SIM via  our order page as well. When you will receive your SIM, just use the SIM swap feature to switch from one SIM to the other.       How to replace a lost or stolen nano SIM  Back to top     When you lose your SIM card or when your device is stolen, it is important to fill in the Lost & Stolen form to bar them and make sure that nobody can enjoy your handset, use your credits and access your personal data. If you need to replace your lost SIM with a nano SIM, you must follow the procedure below.     1. Declare your nano SIM lost   Log in and head to the Lost & Stolen form Make sure your address is correct Select a nano SIM as a replacement SIM Click the appropriate button to "Bar SIM & Handset" or "Bar SIM only"     2. Activate your new SIM   When you have received the replacement nano SIM, go to the website:   Visit the activation page Enter the 6-digit activation code for the replacement SIM and click "Continue"   You can now put your nano SIM in your phone, it will take around 10 minutes for the operation to complete and the service to be available. You may need to turn your phone off and on again to force it to look for the giffgaff signal.       Devices using a nano SIM  Back to top       Devices that use nano SIMs include, but aren't limited to the following:     Apple iPad mini iPad Air iPhone 5/5c/5s iPhone 6/6 plus HTC HTC One (M8) HTC Desire 610 Samsung Galaxy Alpha Sony Xperia Z3 Xperia Z3 compact Nokia Lumia 1520 Lumia 930        Handy links  Back to top   Guide to using an iPhone on giffgaff Guide to SIM Swap Can I use SIM Swap to replace my SIM?  
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. Issues with the activation code Issues with first voucher top-up Issues with first debit / credit card top-up Lengthy activation     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 "Sorry, 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.      Back to top   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, check 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.      Back to top   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      Back to top   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.      Back to top    
View full article
All SIMs sent by giffgaff are now sent by 1st Class Royal Mail. The table below shows expected time scales. SIM Type Ordered Delivery Method Delivery Time New Customer SIM 1st Class Royal Mail 1-3 Working Days Faulty/Lost, Stolen SIM 1st Class Royal Mail 1-3 Working Days All Friend Referral SIMs 1st Class Royal Mail 1-3 Working Days     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.       Back to top   Handy Links I need a new SIM, how do I order a replacement? What is SIM Swap? How do I report my phone and/or SIM lost or stolen?    Back to top    
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. What are the different tariffs? What is the best tariff for me? How giffgaff helps you get the best value Handy Links   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. The £20 always on goodybag can also be used but you cannot tether after the first 6GB's of data has been used.   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. It costs: 15p/min, 5p/text, 16p/MMS and 5p/MB (see our pricing page for full details). For example: The £12 goodybag comes with 500 minutes, unlimited UK texts, plus 2 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 To check how much data you have remaining to use look on your My giffgaff dashboard   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.      Back to top   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. 500 Mins, Unlimited texts, 2 GB UK Mobile Internet £15 goodybag inc. 1000 Mins, Unlimited texts, 4 GB UK Mobile Internet Mostly texts, just a few calls £7.50 goodybag inc. 250 Mins, Unlimited texts, 500MB UK Mobile Internet £12 goodybag inc. 500 Mins, Unlimited texts, 2 GB UK Mobile Internet £15 goodybag inc. 1000 Mins, Unlimited texts, 4 GB UK Mobile Internet   Calls and texts £10 goodybag inc. 500 Mins, Unlimited texts, 1GB UK Mobile Internet £12 goodybag inc. 500 Mins, Unlimited texts, 2GB UK Mobile Internet £15 goodybag inc. 1000 Mins, Unlimited texts, 4GB 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.    Back to top   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 through the “Personalised usage statement”, We send it out on or around the 5th of each month (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.    Back to top    Handy Links Goodybags tariffs Airtime Credit tariffs Guide to topping up International tariffs giffgaff's best tariff calculator  Back to top    
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. Before you receive your SIM Activate your SIM Set up data and picture messages (MMS) Transfer your phone number to giffgaff Useful numbers How to top-up Personalising your service How to get the best value How to get help How to find out your giffgaff mobile number Download the giffgaff app     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    Back to top   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).    Back to top   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.    Back to top   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.    Back to top   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      Back to top   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    Back to top   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    Back to top   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.    Back to top   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.    Back to top   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. From our giffgaff app - your number will be displayed within the home page after you login. Here is a quick video that will guide you:      Back to top   Download the giffgaff app     Check out the official My giffgaff app for your phone. This 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      Back to top      
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. Requirements to transfer your number Handy Links     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.    Back to top   Handy Links How can I transfer my mobile number to giffgaff? Porting in process explained Getting started on giffgaff    Back to top    
View full article
ATTENTION: giffgaff are now issuing triple SIMs instead of micro SIMs. This article remains for some of its reference value.   A micro SIM works exactly in the same way as a regular SIM card, it is just a little smaller.   What is a micro SIM How to get a micro SIM Which devices need a micro SIM     What is a micro SIM?  Back to top     Micro SIMs are now commonly used in handsets and are slightly smaller than the old regular SIM. The iPhone 4 and 4s as well as the Nokia Lumia range and many others now use micro SIMs rather than the larger standard sized SIM.   giffgaff send out hybrid SIMs which contain a standard mini SIM and a micro SIM in one. You can also cut your own micro SIM using the template provided by one of our members – we’ve tried it and it’s pretty straight forward. So you can either order a micro SIM or you can try cutting and fitting your micro SIM yourself.   Don’t forget if you’ve just upgraded to a phone that uses a micro SIM you can use SIM swap to transfer any accrued points and airtime balance on your old account.       How to get a micro SIM  Back to top      giffgaff  provides hybrid dual SIMs which allow you to push out the SIM piece as either a standard SIM or a micro SIM.    Remember to keep the outer holder incase you switch to another phone that requires a normal sized SIM.        If you happen to have an older normal-size-only SIM card, we advise to use SIM Swap to replace it with a new hybrid SIM. Alternatively, you can pop down to your local phone shop and have your SIM cut to the micro SIM size.     Which devices need a micro SIM  Back to top   If you have one of the following devices, you will need a micro SIM:   Apple iPhone 4 iPhone 4S iPad 1 iPad 2 iPad 3 iPad 4 Asus Padfone 2 Blackberry Blackberry Q10 Huawei Ascend W1 HTC Butterfly 8S 8X One S One X One X+ LG Optimus G Optimus G Pro Optimus VU Nexus 4 Motorola ATRIX HD RAZR (Spyder) RAZR i RAZR HD Nokia 808 Pureview N9 Lumia 610 Lumia 620 Lumia 710 Lumia 800 Lumia 820 Lumia 900 Lumia 920 Samsung Galaxy Note 2 Galaxy S3 Sony                                                                                                                                          Xperia ION Xperia P Xperia S Xperia SL Xperia T Xperia V Xperia Z Note: This is not a complete list. Many newer devices also use a Micro SIM - if unsure, please refer to the phone manufacturer's website or documentation that came with your phone.      Handy links  Back to top   Guide to SIM Swap Guide to nano SIM    
View full article
If you have a BlackBerry handset which is locked to another network don't worry.   Please visit our Unlockapedia page, it contains information you may require to get your phone operational on the network. The DIY method Handy Links   The DIY method Here is a quick video that will guide you through all the steps and will explain how to unlock your BlackBerry free of charge by doing it yourself.       Handy Links Guide to using a BlackBerry on giffgaff giffgaff's Unlockapedia page    Back to top    
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. Handy Video Things you need before you start The activation process stage by stage Detailed product selection Handy Links     Handy Video     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:     Back to top   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, 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 your phone is not locked, you may want to check the coverage in your area.      Back to top   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      Back to top   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.      Back to top     Handy Links I can't activate my SIM How do I keep my current mobile number?  Back to top    
View full article
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
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.   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?   For more information about how to unlock your phone head to our Unlockapedia page.   We've also prepared this video explaining some of the benefits of unlocking your handset.      
View full article
Top Contributors