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Top up

Started by: shaki60914
On: 15/05/2019 | 18:23
Replies: 7

by: shaki60914
on: 15/05/2019 | 18:23

Hi basically I’ve topped up my old number as the account was logged in on my phone and I didn’t realise what account it was and entered the top up and brought the bundle on the wrong number which I don’t no longer have so what can I do about this really stressed out I’m a broke uni student with a budget to live on already struggling 

Message 1 of 8
by: natty88
on: 15/05/2019 | 18:29

@shaki60914  explain to the agents click any topic in list use box provided to explain fully given your full name and address the last time topped up by what method and how much plus both mobile numbers the SIM serial numbers from both Sims found on back of sim card and the number you meant to top up they may be able to sort for you contact the agents



remember allow from a few hours up to a maximum time of 24hrs for agents replies which will show here when logged into your account 


Remember agents work from 8am until 11pm daily 

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Message 2 of 8
by: ellebae
on: 15/05/2019 | 18:35 edited: 15/05/2019 | 18:37

Hi @shaki60914 we all can do this and I understand being a student you don't have that much money to be throwing it about
please get in touch with an agent and explain what you have done hopefully the agent will be able to refund you the money for you to purchase the right account

Cancelling the goodybag yourself?

You can cancel a queued goodybag without waiting for an agent if you can't do this click No I still need help 

It can take up to 24 hours for a giffgaff agent to respond (agents work 7 days a week from 8am to 11pm).

You will see when an agent has replied in the Messages From Agent here
Hope this helps you

Please remember to select "Best Answer" and give thanks to those who helped by clicking Kudos!
Message 3 of 8
by: shaki60914
on: 15/05/2019 | 18:54
I still don’t understand how to contact them
Message 4 of 8
by: johngould
on: 15/05/2019 | 19:31 edited: 15/05/2019 | 19:34


I still don’t understand how to contact them


Here is the link to ask the agents for a refund :


Login to the account that you want refunded when using this link.

Message 5 of 8
by: shaki60914
on: 16/05/2019 | 01:00
I’ve already contacted a member of the agents but no one has replied or done anything for ages
Message 6 of 8
by: macca28
on: 16/05/2019 | 01:52

@shaki60914  hi

see your payments/orders here:


average response is about 4 hours, but times can vary
see agent replies here

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Message 7 of 8
by: jaymailsays
on: 16/05/2019 | 02:55

@shaki60914  You need to logout of this account.


Then login using the other account name that you topped up in error.


Explain to the agents your request and ask them if they can help using this form:-


But only from the error account

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Message 8 of 8