Knowledge Base

Balance has dropped to ZERO

Started by: hawksheath227
On: 15/03/2019 | 10:36
Replies: 6

by: hawksheath227
on: 15/03/2019 | 10:36

My phone is spending money and I have no Control. I have just upped my payments to always on unlimited texts and data - cost me £25 a few days ago and my balance is now ZERO - how can this be possible.


Is it my Phone or GiffGaff messing me about

Message 1 of 7
by: natty88
on: 15/03/2019 | 10:40

@hawksheath227  when you top up and purchase goody bags your money is taken to pay for the purchase e.g. top up 25pounds buy 25 pound goody bag balance is zero check the balances of your goody bag by calling 43430 option two or look here

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Message 2 of 7
by: eddiehk6
on: 15/03/2019 | 10:48
hi @hawksheath227

Please check your order history to verify what you purchased and when:
In your reply, please copy-paste the last 2 transactions, with their ‘Date’ and ‘Content’

Each entry should say '1 × topup' or '1 × goodybag'

If it says ‘1 x topup’, then you did not buy a ‘goodybag’

You would then be using your SIM on a “pay as you go” basis, paying for every call, text and each MB of data at these pay as you go rates:

Mobile data costs 5p per MB, which will quickly spend your credit.

Don’t worry, this is a fairly common mistake and you’ll get your money back. To resolve your issue:

1. Ask an agent using this link, they will refund you the credit as a one-off as it was purchased in error:

2. When the credit is refunded, exchange the credit for a ‘goodybag’ using this guide:

To avoid this happening in future, I recommend you simply set your goodybag to 'auto-recur' (like a direct debit), so it renews monthly and you don't have to worry:

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Message 3 of 7
by: hawksheath227
on: 15/03/2019 | 10:50
Thanks but what has the expenditure been on - where does it tell me that
Message 4 of 7
by: muddycalhoun
on: 15/03/2019 | 10:58
@hawksheath227 Hi, Do you mean you airtime credit is zero or your goodybag allowance is zero? Because they are separate from one another. If you purchase a goodybag you will have the amount of calls and texts (to landlines and mobile numbers in the UK with exceptions like premium rate and 084 etc) but that doesn't mean you have any airtime credit in your balance. If you did have say £25 in your balance and purchased a always on goodybag you would then have a zero balance but the allowances for the always on goodybag.
Your goodybag allowance can be checked by dialling *100*7# if you have no goodybag allowance and you purchased the always on goodybag in the last few weeks you have to contact an agent.
Message 5 of 7
by: sloz
on: 15/03/2019 | 10:58
Hi, are you currently in the UK or abroad?

Call 43430 and press option 2
Do you hear that you have a live goodybag with minutes and data remaining?

On your usage statement page
Look at the balance usage
(where it says data, minutes, texts, international, roaming, premium rate)
Could you post the charge against each item

(the information is up to 56 hours behind so any deductions that occurred yesterday or today won't show)
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Message 6 of 7
by: mrsgrowler
on: 15/03/2019 | 11:00


Thanks but what has the expenditure been on - where does it tell me that

If you go to your dashboard here @hawksheath227

you will see

My Goodybag on the LH side showing your remaining allowances

My Balance on the RH side showing how much money you have available

and under that you will see the words “See my usage” which details how you have spent your Airtime Credit


Sadly it only covers a rolling 30 days and can be up to 54 hours in arrears but there should be something showing.


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Message 7 of 7