Knowledge Base

Top up not worked

Started by: cbrown31
On: 15/05/2019 | 23:02
Replies: 4

by: cbrown31
on: 15/05/2019 | 23:02

Hi there,


My data ran out and I topped up £10 but it hasn’t shown on my app? Any way to fix this?



Message 1 of 5
by: flaxvert
on: 15/05/2019 | 23:04

Ignore the app as it is slow to update.

 Please 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 5
by: smiler121786
on: 15/05/2019 | 23:05


Hi there,


My data ran out and I topped up £10 but it hasn’t shown on my app? Any way to fix this?



Please start by rebooting your phone to allow the goodybag or top up to kick in. Also dial the balance short codes
*100*7# (goodybag minutes)
*100# (Airtime credit)
By you dialling the short codes will give you your remaining minutes on the goodybag or airtime credit balance.
What does it show? If it displays zero please check your order history here to see if the goodybag or top up has actual been applied. If no transaction is listed contact a giffgaff agent to investigate. 
The giffgaff agent will try to get back to you as soon as possible. You should get a reply within a maximum of 24 hours.
Agent replies can be found on your "From agents " section located on your "My Giffgaff" page or you can access it directly using this link.
Get a free giffgaff Sim
Message 3 of 5
by: muddycalhoun
on: 15/05/2019 | 23:34
@cbrowm31 Hi, First thing I would suggest is you go online and go to"my giffgaff" and log in because the app isn't quite as reliable as the website.
You could alternatively dial *100# to check your balance or *100*7# for your goody bag
When you said that you tried to"top uo" did you mean you just wanted to add to your airtime credit balance or were you refering to purchasing a new goodybag, if you were trying to buy a goodybag you won't be able to until after midnight, giffgaff system has a goodybag purchasing downtime every night between 9pm (10pm online) and midnight while the recurring goodybags for tomorrow are being applied. If that was the case just try again after midnight it does sometimes run over
Message 4 of 5
by: ellebae
on: 16/05/2019 | 11:26
Hi @cbrown31 do you usually just top up and use that instead of buying a goodybag?
did you buy a goodybag?
Once you top up you then need to buy a goodybag as this is cheaper than using airtime credit
'Buy a goodybag' click on this link
Also please check in your " my order history" page to see if you did buy a goodybag

here is some advice about goodybag and top up credit
please note first that 'Goodybags' and 'Balance' are separate.
you check see them here
Please check your dashboard:
- Your ‘goodybag’ is on the left
- Your ‘airtime credit’ / ‘balance’ is on the right
They are two completely separate things:
• A ‘goodybag’ is a bundle of calls, texts and data which lasts for a calendar month.

• ‘Airtime credit’ / 'balance' is generally used separately on top of a goodybag, The airtime credit is used for calls and texts not included in goodybag allowances e.g. 084, 087, 118, 09 MMS, international calls, premium numbers (e.g. 084x) and roaming outside the EU.
Your credit does NOT expire after a month like a goodybag.

You could simply click 'auto recur' your goodybag or not? This means the goodybag will automatically renew every month without you having to worry but you need to have a debit card to do this in your account, click here:
Hope this helps you
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Message 5 of 5