Knowledge Base

How To Get Help

Started by: will23
On: 21/02/2013 | 14:58
Replies: 1

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by: will23
former giff-staffer

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.



Step 1 - Searching the Knowledge Base

This is the quickest way to find help. Instantly search for guides to show you how to solve most issues.


Step 2 - Asking the Community

If you couldn't find a guide then try asking the community. They will get back to you within minutes with great advice on how to solve your problem.


Step 3 - Asking an Agent

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.



Anyway, here's a lovely video explaining it all




Searching the Knowledge Base

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Searching the Knowledge Base

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.


Click here if you're on a computer.

Click here if you're on a mobile.



Didn't Find an Answer There?

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.


Click here to search the community





Asking the Community

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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.


Ask the community



Information to Include 

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. 



Saying Thanks

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.


Here's a great guide on what all the "thanks" options mean. - Setting best answers, awarding star ratings and giving kudos





Asking an Agent

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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:


Ask an agent



If you're not sure if you should contact the agents or ask the Community then post your question in the forum first and the members will be happy to point you in the right direction. 





I hope this helps and good luck,



Former Community Manager 
Message 1 of 2

Accepted Solutions
by: will23
former giff-staffer

on: 27/06/2013 | 09:07
This is what a "Best Answer" looks like. Only Best Answers have the green background, border and Best Answer images.
Former Community Manager 
Message 2 of 2
by: will23
former giff-staffer

on: 27/06/2013 | 09:07
This is what a "Best Answer" looks like. Only Best Answers have the green background, border and Best Answer images.
Former Community Manager 
Message 2 of 2