Knowledge Base

I'm terribly sorry about the SIM card I ordered last time. When I travelled to another city I orde

Started by: 3shellyrow
On: 20/01/2019 | 03:32
Replies: 11

by: figment_uk
on: 20/01/2019 | 21:03



@3shellyrow wrote:

I got a message which says "Hi, just a quick update to let you know your request to transfer your number to your new giffgaff SIM is underway. It should be completed within 24 hours." In the first post I explained to you my experience so please help me with my original SIM card.

The confusion has been caused by you apologising for ordering a SIM card.   If your SIM has been deactivated, it cannnot be reactivated.


On the assumption that you have neither ordered a SIM within the last few days, nor requested a SIM swap, then it appears that your account has been accessed without your permission, and your number hijacked by fraudsters.


If you received a text message recently saying your account had been suspended, and you clicked on a link in that messge and provided a lot of personal info, you need to take immediate action to secure your account.


  1. If you are able to log in, please check that all details are correct (change if necessary) and then change your password:
  2. Change your password on all other sites that use your email address and password you used on giffgaff.  Do not use the same password on more than one site;
  3. If you have a spare (unactivated) giffgaff SIM card, do a SIM swap (activate new SIM whilst logged into your current giffgaff account.   If you do not have a spare SIM and are in the UK, report your SIM lost/stolen here:
  4. If your bank/credit card details were saved on your account, contact the card issuer and alert them to the potential of fraudulent activity on your account.
  5. Raise a support ticket to inform giffgaff of this breach:
    Replies here:
  6. Watch for a Private Message from a giffgaff Educator here:
I do not work for giffgaff, so cannot check anything on your account. This is a public community - please do not post any personal info.
Message 11 of 12
by: simone_w
community giff-staffer

on: 20/01/2019 | 21:30

Hi @3shellyrow


I'm Simone, one of the educators here on the community. I have sent you a private message which you can find here:



giffgaff Educator

Message 12 of 12