Knowledge Base

Top up charge seems to be wrong

Started by: annajean1953
On: 21/01/2019 | 23:21
Replies: 6

by: annajean1953
on: 21/01/2019 | 23:21
I have an £5 bundle - had it for ages - got usual email saying it was about to top up at £5 as usual the other day, but you've just emailed that you've taken £10 and I don't understand what the extra charge is for, as I'm way within the available limits on that package. Can you check? Anna
Message 1 of 7
by: flaxvert
on: 21/01/2019 | 23:31

Do you have auto top-up enabled? This is where your credit gets topped up when you fall below £3. You can check and change it here


 Please also check your order history to see what happened.

Dial *100*7# to check your goodybag status.

Dial *100# to check your credit balance.



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Message 2 of 7
by: unftlaty
on: 21/01/2019 | 23:54
Have you got auto top up enabled on your account dashboard ?
Order a SIM to join Giffgaff and you'll get £5 extra credit when you activate with £10 or more.
Message 3 of 7
by: jaymailsays
on: 22/01/2019 | 00:06

@annajean1953 Hi Anna, can you check your airtime credit by dialling  *100# free. The screen message might say £10 credit?


Can you let us know?

Get a free giffgaff Sim
Message 4 of 7
by: random112
on: 22/01/2019 | 00:18
Hi @annajean1953 Click ORDER HISTORY here and you will see what they have charged you for and you can click it to get more details. Sounds like maybe you have auto topup turned on and have reached the limit you set? If so you can review that and turn it off on that same link if needed. It is off by default so must be something you turned on ages ago and forgot about?
Message 5 of 7
by: annajean1953
on: 22/01/2019 | 00:34
Thanks everybody, I did have auto top up on, stupid of me, as it apparently takes £10 to top up when my credit goes below £3 - shows how much I use when I always get the £5 bundle! Still seems a bit strange that they take £10 top up on the same day they renew the £5 bundle though. I have now turned off the auto top up. I live and learn. 🙄
Message 6 of 7
by: random112
on: 22/01/2019 | 00:38
Thanks for letting us know. It's always good to hear what the problem was and how it got fixed.
Message 7 of 7