on: 21/02/2013 | 14:58 - edited: 19/01/2017 | 15:20
At giffgaff we do things slightly differently; we don't have a call centre, we handle all of our support online so that we can save you money and because we think it's better. There are several ways of getting help on the website; searching the Knowledge Base is the fastest, followed by asking the community.
If you have a problem that the community can't help you with, like an account issue, then you should talk to one of our agents. They can look into your account and sort things out for you. The agents take a bit longer to get back to you than searching the Knowledge Base or asking the community does.
The Knowledge Base should be your first port of call when you have a question. It has a load of guides that have been made by looking at the questions asked by our members, so there is a good chance that we have a ready-made answer for you.
If you didn't find an answer in one of our articles then you might find that someone has already asked the same question. Whenever a question on the forum is answered we encourage people to mark the best answer as the "Best Answer" so that people who find the thread later know how to sort it if they have a similar problem.
Our community is very active and very helpful so you will always find someone knowledgeable to help you. Even in the dead of night they will be able to give you advice within minutes of you posting your question. Posting a question in the forum is super easy; just click the link below.
When posting your question make sure that you explain your issue as clearly as possible and give all the details you can. Make sure to include:
What phone and what goodybag you have (or whether you're using credit).
Why you can't do what you're trying to do, including any error messages you find.
What you've already tried to solve your issue.
This will make it easier for our members to give you advice to sort you out.
As the forum is public please do not post any personal information such as your phone number, bank details, etc. The members do not need any of your personal information to give you advice.
Finding Your Question Again
To find your post again go to any community page and then click on your username on the right hand side. At the top of this page it will display all the posts that you have recently made. Make sure to keep an eye on your post to help members solve your issue in case they need to talk things through with you.
The people answering your questions are community members just like you, so it's nice to say thank you to them for helping you out. The best way of doing this is to press the "Set as Best Answer" button on the best answer in the thread. This will identify it as the right answer for any other members who have a similar problem in future as well as being a nice thank you for the members who helped you out. You can also click the blue kudos star on any reply that you find helpful.
The forum can't help you with anything personal to you, such as topping up problems, as this is sensitive information. Account related issues should be asked to one of our member service agents on the link below. giffgaff agents work 7 days a week from 8am to 10pm. To ask an agent, click the link below. Simple: