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Started by: 060760
On: 17/01/2019 | 19:12
Replies: 4

by: 060760
on: 17/01/2019 | 19:12

I had £0.00 on my mobile this morning. I topped up at my house over the app through WiFi by voucher. I topped up £10 then straight after another £15 to buy a £25 goodybag. As soon as the top up of the £15 was complete it then told me that my balance was £24.99 and would not allow me to buy my goodbag. Why was 1p taken out as I now have no money to put another £10 on to but the £25 goodybag?

Message 1 of 5
by: spacefrog
on: 17/01/2019 | 19:14


please fill out this form on this page and ask for a refund so you can get the £25 goodybag..

 When an agent has replied you will see all replies in the "Messages From Agents" box that can be found at the bottom of your "My giffgaff" page, you can access the page by clicking here…. 

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Message 3 of 5
by: sloz
on: 18/01/2019 | 00:19 edited: 18/01/2019 | 11:07

Hi, the 1p deduction occurred because a little data was used,
As has been mentioned, an agent will refund that for you,

To prevent this happening in the furore, you need to buy a goodybag direct from a voucher rather than redeem the voucher or vouchers and complete another step and convert to a goodybag

If you're buying a £25 goodybag
To complete the 1 step process, you need to buy a £25 o2 voucher instead of £15 and £10 giffgaff vouchers

(From your phone) 
Call 43430 and press option 2 
(not option 1) 
Choose your goodybag and select to pay with a voucher 
Input the voucher code to complete 


(logged in with a browser) 
From your my giffgaff page 
Click the yellow buy goodybag button 
(if you already have a live goodybag and want to queue, click here 
Http:// )

Click the goodybag section and select a goodybag. 

On the ways to pay, there's an option to use a voucher 
Click that 
Input your voucher code and click the yellow continue button 

additional points when using a browser, if you don't currently have a live goodybag, you need to  remove your debit card details or add your PayPal details and click to use that as your default payment, otherwise the use voucher option won't appear


(via the my giffgaff app) 
DON'T click the buy goodybag button from the main account page 
Click the menu button (top /left) 
Click "ways to buy"
You'll then be presented with the same pages as though you were using a browser, and the pay by voucher option will be visible

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Message 4 of 5
by: harrrrrry
on: 18/01/2019 | 11:04



I presume you were using vouchers and needed to use two vouchers because shops do not sell £25 giffgaff vouchers.


An agent will readily credit the missing penny if you report it at -- Agents aim to reply within 24 hours but often sooner and you need to look in for the answer


But if you need to do that in the future, there's the alternative of buying a £25 o2 voucher. o2 owns giffgaff, and o2 vouchers are fully usable on giffgaff too.


If you do that, you'll be able to start at and buy the goodybag direct from the voucher, instead of adding credit first, and that will ensure you do not hit this problem again.


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Message 5 of 5