Knowledge Base

Card issues - to buy phone

Started by: sleepmonkey
On: 23/08/2016 | 11:20
Replies: 4

by: sleepmonkey
on: 23/08/2016 | 11:20

trying to buy a phone but card has been refused several times.  No problems with bank.  Tried different cards but same problems.

Message 1 of 5
by: astaneely
on: 23/08/2016 | 11:21
Try clearing your cache and if possible try a different browser (apparently Chrome works best)

Get a free giffgaff Sim
Message 2 of 5
by: mysticalmianderer
on: 23/08/2016 | 11:22

is it uk card?


try new browser

try clearing cache on browser


check expiry date is greater than oct 2016


read below 

Credit/Debit card Issues

Debit/Credit card payment problems can be caused by the following issues.

  • Common errors-Typos in your information - card number(omit spaces), card expiry date, incorrect card type selected, title of person not entered with name.
  • Incorrect address under card details, as registeredwith your bank. (omit any punctuation).
  • Insufficient funds in the account.
  • Punctuation characters used in the verification password (solution change the password to just contain letters and numbers only).
  • Card being used from abroad(some foreign IP address are rejected, though using the giffgaff site directly from the phone should work if you have some credit for web access). Alternatively buy some O2 vouchers on the internet:  Ebay, or for example and top up by dialing 43430 (free from abroad).    You can also get a friend to top you up using this link (they would need to set up a giffgaff account if they aren't on giffgaff but don't need an active SIM to send you the top up (just a credit/debit card)).
  • Non UK registered bank card used.
  • The paying bank rejecting due to their own security checks.  Please check with the bank first if you can see no other reasons for the payment to be declined on this list.
  • Attempting multiple topups in a short period on one account (do check that the payment hasn't already gone through if you had problems by checking your payments history here).
  • Card used on multiple mobile accounts (this can include 02 contracts/PAYG or Tesco mobile)


Possible Solutions


Still no luck then If you have previously stored your card details ( then delete, reinput and try again as this has been known to cure some problems (especially with the 3 digit security code/CVV). You can also do this by clicking 'use a different card' and re-entering the card details (even if you want to pay with the same card) during the check out process.


Error "We haven't been able to process your payment due to an issue with your giffgaff account. Please contact a giffgaff agent." then try this:


  1. Delete your card if you have already set it within here
  2. Within here Click change address,input your postcode in and click find address. 
  3. Choose your address in the drop down list and click save address. 
  4. Go back to save your card again and hopefully it will now save successfully.  (Thanks to sloz for finding this). 

If still unsuccessful or you have multiple accounts then raise a case with the agents giving the following information so the team can look into your case as quickly as possible.


--> The last 4 digits of the card you are trying to use.

--> A description of what you have been trying to do or have experienced, along with any error messaging.

--> If multiple accounts are being used, the usernames, numbers of the giffgaff accounts you are trying to top up using this card. If you have other 02 or Tesco mobile accounts include this information.

--> The postcode that the card you are trying to use is registered to.


Meanwhile you can top up your account by buying a voucher (giffgaff or O2 will also work) and redeeming it (   You can then buy a goodybag/gigabag if required from the redeemed credit Buying goodybag/gigabag from credit


Please reward with best answers and kudos when you have been helped by giffgaffers
You will get an extra £5 credit when activating a sim from an existing giffgaff member so you will have £15 not £10
Message 3 of 5
by: lynda1962
on: 23/08/2016 | 11:25
@sleepmonkey, hi there, please try using a different browser and empty cache then try again, take a look at this link.
If still having problems contact an agent as they might of flagged the card 💳 for security precautions.
Agents can take upto 24 hours to reply but are normally quite quick.

Message 4 of 5
by: sleepmonkey
on: 23/08/2016 | 11:45

Thanks all - have done what you suggested but still no luck.  Have contacted an agent so will see what happens.

Message 5 of 5