Knowledge Base

4ukis79 has a question about Top up

Started by: 4ukis79
On: 10/03/2018 | 12:51
Replies: 6

by: 4ukis79
on: 10/03/2018 | 12:51
I activated my sim and I went to the shop I got a £10 top up I thought I was getting the 2gb data and 500 Mins plus unlimited texts but when I text my friend it came up I had £9.95 why is it taking money off when it should be free
Message 1 of 7
by: elmo101
on: 10/03/2018 | 12:52 edited: 10/03/2018 | 12:54

Hi @4ukis79

Airtime credit and goodybags are two different things. Adding airtime credit e.g voucher does not apply the goodybag automatically. The goodybag is bought Direct using a credit/debit or Paypal or you can exchanging airtime credit(voucher) by following the steps below.

1. Login ->
2. Go to the "Top-up" section of the website
3. Select the goodybag/gigabag you wish to buy and then click “select button”.
4. Your goodybag/gigabag appears in your basket. Click "Select" next to "I only need a goodybag"
5. Click "Continue" without ticking the box to recur your goodybag
6. Click "Exchange airtime credit"

Or you can dial 43430 free from your phone , select option 2 and follow the instructions to exchange the airtime credit for a goodybag.


As your 5p down you won't be able to exchange your airtime credit for the £10 goodybag i suggest you contact a agent and as a good will gesture refund you the 5p required to exchange the airtime credit for the £10 goodybag.

To contact an agent please follow this  link please be aware agents can take up 24 hrs to reply to your question.
You can find agent replies under the “Messages From Agents” box on your “My Giffgaff” page or to gain access to the page please follow this link


Get a free giffgaff SIM/microSIM/nanoSIM with free £5 credit
Message 2 of 7
by: beebeer
on: 10/03/2018 | 12:54
Becaust it's a top-up and not a goodybg. What you need is here goodybag
Message 3 of 7
by: figment_uk
on: 10/03/2018 | 12:54

When you redeem a voucher online or on the app it only adds airtime credit to the account and this has to be exchanged for a goodybag separately.


When you redeem the voucher from your phone (by dialling 43430) you have two options:

Option 1 to redeem as airtime credit;

Option 2 to exchange the voucher for a goodybag

I do not work for giffgaff, so cannot check anything on your account. This is a public community - please do not post any personal info.
Message 4 of 7
by: dazoo
on: 10/03/2018 | 13:10

Hi  4ukis79


Must activated sim  to account with credit not a bag as credit only is pay as you go and a bag will give you allowance for a month.Can use credit to exchange for a bag if wanted to, option exchange credit

Or can buy the bag using bank card or paypal to pay leaving credit balance as it is.

A bag with allowances  and credit balance shows as separate on account

Get a free giffgaff Sim
Message 6 of 7
by: djbonner07
on: 10/03/2018 | 13:13
@4ukis79 >>>

A "Top-Up" / "Voucher" will only add credit / airtime (normal top up) to your account and then you will need to pop online to exchange the credit to a Goodybag or a Gigabag or this can be done by phone , you can buy a package direct with a credit or debit card, see below if you need to exchange your balance to a chosen package,or for the next time >>>

How To Exchange Your Credit To A Goodybag/Gigabag

⬜ - Step 1, Go to > My Giffgaff

⬜ - Step 2, Press > Top up

⬜ - Step 3, Press > Select on the goodybags /gigabag icon

⬜ - Step 4, Press > Select on the goodybag / gigabag you want

⬜ - Step 5, On the next page, press > Continue

⬜ - Step 6, Then press > Exchange Airtime Credit OR To pay by debit card put your security code in


- Next -

⬜ - Review your basket and click on 'Continue' then click on 'Confirm Order'

Picture Guide if you struggle at all - ➜

Or by phone:

Dial 43430, option 2

If you're topping up by voucher, redeem them via 43430, option 2 to buy a goodybag using the voucher as payment.
Get a free giffgaff Sim
Message 7 of 7