Knowledge Base
Community

Problem with top-up

Started by: montseferdi
On: 15/05/2019 | 22:53
Replies: 3
Reply

by: montseferdi
on: 15/05/2019 | 22:53

Hi, I need to top up my giffgaff because the goodbye expires today and it say me that:  we haven't been able to process your request due to an issue with your giffgaff account

Message 1 of 4
by: smiler121786
on: 15/05/2019 | 22:58

@montseferdiwrote:

Hi, I need to top up my giffgaff because the goodbye expires today and it say me that:  we haven't been able to process your request due to an issue with your giffgaff account

 

Start by clearing your web browser cache, cookies and history or you can try another browser e.g. Internet Explorer , Google Chrome, Mozilla Firefox etc and then try again.
 
If you have followed the steps above and still unable to buy the goodybag please speak to a giffgaff agent to look into this as it might be account related. To contact an giffgaff agent use this https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/Buying-a-goodybag-or-credit/form...   direct link
 
The giffgaff agent will try to get back to you as soon as possible however, during busy periods the agent may take up to 24 hours to answer your question.
 
The giffgaff agent replies can be found on your "Messages From Agents" box located on your "My Giffgaff" page or you can follow this https://giffgaff.com/support/questions direct link.

 

Get a free giffgaff Sim
Message 2 of 4
by: jt_21
on: 15/05/2019 | 22:59 edited: 15/05/2019 | 23:00

@montseferdiwrote:

Hi, I need to top up my giffgaff because the goodbye expires today and it say me that:  we haven't been able to process your request due to an issue with your giffgaff account

@montseferdi  You are in 'lock out'  time which is after 7.30pm on a day a goodybag is expiring, see 

https://community.giffgaff.com/t5/Solve-your-questions/Why-has-my-top-up-failed/ta-p/3498263#section...

please wait until AFTER midnight to buy a goodybag , in future it may be best to buy a goodybag BEFORE 7.30pm 

Message 3 of 4
by: muddycalhoun
on: 15/05/2019 | 23:03 edited: 15/05/2019 | 23:13

@monsteferdi Hi, Don't worry its just the time of night, giffgaff's system is busy every night between 9pm or 10pm online to midnight sometimes later, recurring goodybags for tomorrow.
If you want your goodybag tonight wait until after midnight and try again, if you ended up putting credit on your account when you tried unsuccessfully to purchase the goodybag, I find the quickest, easiest and best way of getting a goodybag from credit (vouchers also) is using the phone line by dialling 43430 and selecting option 2.
if you try shortly after midnight and it is still reporting " unable to process " it's probably running late and give it another hour and try again

 

Just one afterthought if you had been using recurring goodybags you have to switch off the recur setting in order to manually purchase a goodybag

Message 4 of 4