Knowledge Base
Community

Gooybag appears online but can't call, text or use data

Started by: userx8
On: 30/03/2019 | 16:54
Replies: 15
Reply

Go to best answer
by: userx8
on: 30/03/2019 | 16:54

Hi, I've recently purchased a £25 goodybag but I'm unable to call or text anyone, or use any online data without being redirected to this website.  Is this a network problem?

Message 1 of 16
1 BEST ANSWER

Accepted Solutions
by: figment_uk
on: 30/03/2019 | 17:07

@userx8 

 

@userx8 wrote:

Hi, it shows that my goodybag has gone through but when I dial the number for checking minutes, it shows that there's no minutes.

That suggests you have added the goodybag to the wrong account.

Join giffgaff during May 2019 for a chance to win goodies worth around £2500. Order a SIM now using the link below

Message 5 of 16
by: rhort
on: 30/03/2019 | 16:58
The first step is to reboot your handset, and then check the payment history on your MyGiffGaff page at https://giffgaff.com/orders/history and make sure everything appears as you think it should.

If that shows the transaction(s) you were expecting, then check your GoodyBag's status by dialling *100*7# from your handset (the phone-based system often updates quicker than the website and the app). Under normal circumstances, GoodyBags are applied instantly, so there should be absolutely no delay between a confirmed payment and the GoodyBag working; you should also receive both a text and e-mail confirmation of the transaction (assuming you have notifications active).

If you find that the system is showing your payment, but not your GoodyBag, then contact an Agent at https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/goodybag-allowances-or-credit-ba... and they should come back to you within 24 hours, however, they're usually much quicker than that. You'll find any Agent replies at https://giffgaff.com/support/questions (you should also get an e-mail when a message is received there).
Message 2 of 16
by: figment_uk
on: 30/03/2019 | 17:02

@userx8 

 

I note the account you are using was created in 2013, suggesting that you are a long-term member of giffgaff, but could also be returning to giffgaff or have more than one account (and possibly added the goodybag to the wrong one?)

 

  • Please dial *100# and tell us how many minutes and what expiry date is shown
  • Please look on your account and confirm the correct mobile number is shown
Join giffgaff during May 2019 for a chance to win goodies worth around £2500. Order a SIM now using the link below

Message 3 of 16
by: userx8
on: 30/03/2019 | 17:06
Hi, it shows that my goodybag has gone through but when I dial the number for checking minutes, it shows that there's no minutes.
Message 4 of 16
by: figment_uk
on: 30/03/2019 | 17:07

@userx8 

 

@userx8 wrote:

Hi, it shows that my goodybag has gone through but when I dial the number for checking minutes, it shows that there's no minutes.

That suggests you have added the goodybag to the wrong account.

Join giffgaff during May 2019 for a chance to win goodies worth around £2500. Order a SIM now using the link below

Message 5 of 16
by: userx8
on: 30/03/2019 | 17:09
Hi, it shows that I have 3 months of free calls/texts to giffgaff numbers but the other number I tried shows that there's no minutes, yet on the dashboard it shows that there's unlimited minutes/texts and data yet I can't ring anyone. This is also the only giffgaff account that I have.
Message 6 of 16
by: userx8
on: 30/03/2019 | 17:12
In my order history page, it shows that it's gone to my number.
Message 7 of 16
by: figment_uk
on: 30/03/2019 | 17:12

@userx8 

 

When is the last time you used this SIM card?

 

Please confirm that the correct mobile number is shown on your account: https://giffgaff.com/dashboard

 

What do you hear exactly if you dial your number from another phone? 

 

What do you hear if you try calling:

 

  • 0800 800 150
  • 43430
  • 443
Join giffgaff during May 2019 for a chance to win goodies worth around £2500. Order a SIM now using the link below

Message 8 of 16
by: userx8
on: 30/03/2019 | 18:41

giffgaff goodybag active.pngMy goodybag is active but yet unable to use anything from it

Message 9 of 16
by: figment_uk
on: 30/03/2019 | 18:44

@userx8 

 

Could you please answer the questions I asked at message #8

Join giffgaff during May 2019 for a chance to win goodies worth around £2500. Order a SIM now using the link below

Message 10 of 16