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Started by: muadh70
On: 12/02/2019 | 15:54
Replies: 7
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by: muadh70
on: 12/02/2019 | 15:54

Hi,

 

I have topped up my sim recently with a goodybag, recurved conformation stating it too. Within couple hours I received a text saying my account was on zero. I topped up again on the same day and low and behold, I get the same message again.

 

can anyone tell me what is happening.

 

thanks 

Message 1 of 8
by: brighthulk
on: 12/02/2019 | 15:56
@muadh70
It sounds like you added airtime credit and NOT bought a goodybag - Airtime credit(Pay as you go credit) and goodybags are two different things. By you adding airtime credit e.g voucher does not apply the goodybag automatically.

You will need to exchange it for goodybag by following the steps below or you can dial 43430 free from your phone , select option 2 and follow the instructions to exchange the airtime credit for a goodybag.

1. Login -> https://giffgaff.com/auth/login
2. Go to the "Top-up" section of the website
3. Select the goodybag you wish to buy and then click “select button”.
4. Your goodybag appears in your basket. Click "Select" next to "I only need a goodybag"
5. Click "Continue" without ticking the box to recur your goodybag
6. Click "Exchange airtime credit"

See this https://giffgaff.com/support/top-up-and-balance/credits-and-goodybags-purchase link to learn more about airtime credit and goodybags.
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Message 2 of 8
by: niniey2
on: 12/02/2019 | 15:58
Have a look at your account history to see what you purchased? It sounds like airtime rather than a goodybag,
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Message 3 of 8
by: ellebae
on: 12/02/2019 | 15:58
Hi Are you sure you bought a goodybag and not just added airtime credit? As it sounds like you just added airtime credit.

Airtime credit and goodybags bundles are two different things. Adding airtime credit will not apply a goodybag automatically. A goodybag is bought direct using a credit/debit card or airtime credit can be exchanged for one
you can simply click 'auto recur' your goodybag? This means the goodybag will automatically renew every month without you having to worry, click here: https://giffgaff.com/profile/payment-details#goodybagsettings
The airtime credit is used for calls and texts not included in goodybag allowances e.g. 084, 087, 118, 09 and International numbers.

See this https://giffgaff.com/support/top-up-and-balance/credits-and-goodybags-purchase link to learn more about airtime credit and goodybags.
Hope this helps you
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Message 4 of 8
by: hdavey17
on: 12/02/2019 | 16:00

@muadh70 Have you definitely purchased a goodybag as it sound like this is air time credit. 

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Message 5 of 8
by: dazoo
on: 12/02/2019 | 16:03

Hi  @muadh70

 

Are you sure was a goodybag added to account as this says active to account for 30 days and shows on account when a goodybag active can use and if have a ready goodybag recurring or queued >> https://giffgaff.com/dashboard

Your credit balance shows on same link above as well.

 

If was credit added then be charged at these cost rates uk >> https://giffgaff.com/pricing

 

Can see any payments made to account if a goodybag or credit added to account >> https://giffgaff.com/profile/payment-details#orders

 

Credit only using is pay as you go and goes down as use on a call/text or data.

 

Have the last 3 months usage can check on and if was a goodybag allowance used or credit balance on a call/text or data >> https://giffgaff.com/profile/usage-statement

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Message 6 of 8
by: muadh70
on: 12/02/2019 | 16:24
Thank you guys,

Just realised I’ve been topping up instead of purchasing a good bag, explains why I went through £30 in two days. Much appreciated!
Message 7 of 8
by: scottbloodworth1985
on: 12/02/2019 | 17:36
hi muadh70
u need contract the giffgaff team that refund the money that have lost
Message 8 of 8