Knowledge Base

Problem with topping up. Each time it reaches payment it says bank has stopped it...

Started by: georginasphone1
On: 09/05/2016 | 15:29
Replies: 7

by: georginasphone1
on: 09/05/2016 | 15:29

Problems with topping up online, each time it reaches final confirmation of payment it says bank has stopped it, it seems that other people have experienced this issue too. I've contacted my banks which firmly says its issue with merchant and not them..

Any suggestions giffgaff before I go elsewhere (I can't get voucher abroad), i have tried other browsers etc...which hasn't worked for me.



Message 1 of 8
by: sloz
on: 09/05/2016 | 15:32
Which browser are you using? Is it on your phone?
Are you choosing and buying a goodybsg to go live or queue or are you bringing a recurring goodybag forward?

Do you have a PayPal account? Perhaps use that option for the time being
Get a free giffgaff Sim
Message 2 of 8
by: robynjadebarlow
on: 09/05/2016 | 15:34
Sounds silly to ask but are all the details correct? Code in the back, billing, long number.
If you still can't manage it do you have a PayPal account? You can purchase your goody bag or credit using PayPal which may be the way to do it if it isn't accepting your card payment.
Message 3 of 8
by: georginasphone1
on: 09/05/2016 | 15:35
I have tried different ones, chrome, Safari, Firefox..on iPad and on phone. Just normal top up of credit not goody bag. No I don't use PayPal..
Message 4 of 8
by: georginasphone1
on: 09/05/2016 | 15:36
Yeah I know what u mean but I have been really careful checking it all over. Thanks
Message 5 of 8
by: sloz
on: 09/05/2016 | 15:37
Try this
Remove your debit card here ( go to next step if you don't have a card saved)

Reset your address Click change
Put your postcode in
and click find address
Choose your address in the drop down list
And click save address

Clear history data and cookies in your browser and add and save the card again

Now see if the payment goes through

If that doesn't work ask an agent via this link
Log into here

In the box provided tell the agent the exact error message when you attempt to pay with your debit card
Get a free giffgaff Sim
Message 6 of 8
by: georginasphone1
on: 09/05/2016 | 15:42
Thank you,I've just contacted giffgaff agent, seems there is a issue at moment with PayPal.. And other error messages too. I'll see what they say and wait a while for them to sort out the systems. Thanks for your help.
Message 7 of 8
by: robynjadebarlow
on: 09/05/2016 | 15:45
Just in case it isn't the issue that giffgaff believe it is. Have a read of this

There's a link to a way to top up (99p fee) and an explanation as to why it may be occurring
Message 8 of 8