Knowledge Base

Goodybag problem

Started by: colintate
On: 17/02/2019 | 19:55
Replies: 8

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by: colintate
on: 17/02/2019 | 19:55

I bought a £10 goodybag on Wednesday. The goodybag appears in my order history. Tonight I got cut off mid phone call and it says my balance is zero. What's going on?

Message 1 of 9

Accepted Solutions
by: bigfra43
on: 17/02/2019 | 20:26

Did u just topup by 10 pounds and not exchange this credit for a goodybag? This could explain this.

Message 7 of 9
by: flaxvert
on: 17/02/2019 | 19:57

Please check your order history to see what happened.

Dial *100*7# to check your goodybag status.

Dial *100# to check your credit balance.


Also not all numbers are included in goodybags.

Those little extras

Picture messages (MMS) to giffgaff and other mobiles (max 300KB) 16p per MMS
Video calls to other mobiles 50p per minute
Numbers starting 084, 087, 09, 118
The call cost will be our Access Charge plus the Service Charge of the company being called. More info
25p per minute + Service Charge
Non-mobile 07 numbers, for detailed listing click here 20p per minute
20p per text
Sending premium texts. More info 10p to £1.50 per text
Receiving premium texts (price set by service provider). More info Up to £10 per text
Calls to personal numbers starting 070 50p per minute
Calls to mobile shortcodes (as advised by service provider). Free to £5 per minute
Image and video hosting by TinyPic src="" width="550" height="80" alt="Get a free giffgaff Sim" >
Message 2 of 9
by: bilal86440
on: 17/02/2019 | 19:58


Goodybags and balance (airtime balance/topup credit for the pay as you go scheme) is completely different to what you have left in the goodybag that you bought. Below your balance on the My giffgaff page here will be a box telling you what you have left in your goodybag.
Your balance is only updated if you added airtime credit here
Desktop Dashboard.png
To learn more about goodybags and airtime credit balance check out this link. 
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Message 3 of 9
by: natty88
on: 17/02/2019 | 20:00

@colintate double check you bought a goody bag here 


Remember topping up only gives credit you need to exchange that credit for goody bag Via here buy goody bags from credit


make sure you've switched recurring payments of here 


or call 43430 option two to buy goody bags from credit/vouchers and follow prompts given to exchange voucher/credit for goody bag  


If not it costs 15p per min for UK calls 5p per text sent in UK and 5p per megabyte data usage in UK also background apps updating will use the credit quickly 

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Message 4 of 9
by: tired16
on: 17/02/2019 | 20:03

Hi @colintate


 Goodybags and airtime credit are two separate things and you can have both on your phone at the same time. 


You can always keep on eye on your goodybag usage by checking on your dashboard HERE, or if you have the giffgaff app, you'll be able to see all your goodybag and credit allowances on the app easily. Smiley Happy


Alternatively, you can use these shortcodes to check balances:


Function Shortcode Further Information
Check remaining airtime credit *100#  
Check giffgaff to giffgaff
calls/texts expiry date
Check remaining text balance *100*5# Only useful for members using the £5 goodybag.
All others will show '0' as all other goodybags are unlimited text allowances.
Check remaining minutes
in goodybag



What may have happened is you may have used airtime credit on some non goodybag activity as shown in this table:


little extras..JPG


Anything from the above table will come out of yoru airtime credit / balance and NOT from your goodybag.


If you're unsure as to how this credit was used, please check your usage statement here to get a better understanding of where that credit went and how it was spent:


Please scroll down until you see this banner:


recent trans.JPG



What shows up under your 5 most recent credit transactions?


If you still believe you have been wrongly charged for something, you would need to contact an agent here:


Agent replies can be found here:


I hope this helps! Please let us know how you get a long! Smiley Happy


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Please remember to select a "Best answer" and give "Kudos" to those that have helped you. Smiley Happy
Message 5 of 9
by: macca28
on: 17/02/2019 | 20:07

@colintate Hi 

please see here:

you should now be able to check goodybag/ credit   etc

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Message 6 of 9
by: bigfra43
on: 17/02/2019 | 20:26

Did u just topup by 10 pounds and not exchange this credit for a goodybag? This could explain this.

Message 7 of 9
by: colintate
on: 18/02/2019 | 20:17
Thank you! Yes! That's what happened. Must take more care in future!
Message 8 of 9
by: equino244
on: 18/02/2019 | 21:16
It sound spoke you perhaps did a top up, but didn't purchase a goody bag so any calls or texts you sent or data used would be on a pay as you go basis. You need to purchase a goody bag to have a 'plan as just doing a top up is like pay as you go, hope that helps Smiley Happy
Message 9 of 9