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Toped up

Started by: wendyx7
On: 20/01/2019 | 15:53
Replies: 8
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by: wendyx7
on: 20/01/2019 | 15:53

Hi I've Toped up £25 n it's gived me £24'99 n I haven't used anything yet as Im gonna get the £25 goody bag n it won't let me buy it its serioulsy doing my headin as i work online n carnt get my work done

Message 1 of 9
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by: brighthulk
on: 20/01/2019 | 15:55
@wendyx7
It’s a possibility that the 1p was used by mobile data as soon as you topped-up. Next time please disable 'mobile data' whilst you're exchanging the airtime credit for a goodybag.

If you contact a giffgaff agent and they should be able to credit your account with the missing 1p required to exchange the airtime credit for the £25 goodybag.

To get in contact with a giffgaff agent please follow the link below to the agent form and fill in the text area or text box with the issue.
https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/goodybag-allowances-or-credit-ba...

The giffgaff agents usually answer within 4 hours for majority of cases however, can take up to 24 hours during busy periods. The giffgaff agents work 7 days a week from 8am to 11pm.

You will receive a email when a giffgaff agent has replied and the "Messages: From Agents" box is where you can find the agent replies located half way down the right hand side of your "My Giffgaff" page or you can access it direct by following this https://giffgaff.com/support/questions link.
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Message 2 of 9
by: brighthulk
on: 20/01/2019 | 15:55
@wendyx7
It’s a possibility that the 1p was used by mobile data as soon as you topped-up. Next time please disable 'mobile data' whilst you're exchanging the airtime credit for a goodybag.

If you contact a giffgaff agent and they should be able to credit your account with the missing 1p required to exchange the airtime credit for the £25 goodybag.

To get in contact with a giffgaff agent please follow the link below to the agent form and fill in the text area or text box with the issue.
https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/goodybag-allowances-or-credit-ba...

The giffgaff agents usually answer within 4 hours for majority of cases however, can take up to 24 hours during busy periods. The giffgaff agents work 7 days a week from 8am to 11pm.

You will receive a email when a giffgaff agent has replied and the "Messages: From Agents" box is where you can find the agent replies located half way down the right hand side of your "My Giffgaff" page or you can access it direct by following this https://giffgaff.com/support/questions link.
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Message 2 of 9
by: flaxvert
on: 20/01/2019 | 15:55

Small losses of credit are usually caused by small amounts of data being used without an active internet inclusive goodybag. It's not a glitch on giffgaff's part. 

 

You lost credit due to either an app using data or straying from the giffgaff top up page.

 

Please contact an agent and they will refund you enough this time to purchase a goodybag. Go HERE



 take extra care to put all details of your problem in the box provided

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Message 3 of 9
by: sloz
on: 20/01/2019 | 15:55 edited: 20/01/2019 | 15:56

@wendyx7
Hi, did you top up with a debit card or PayPal or a top up voucher?

 

an agent will refund that but it could be tommorrow morning before they do so

https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/goodybag-allowances-or-credit-ba...

In the box provided tell the agent you topped but lost a little credit before you had chance to buy a goodybag
Ask if they would refund your credit so you can convert to a goodybag

Replies are found here
Http://www.giffgaff.com/support/questions

Switch mobile data off
And refrain from using your phone

Dial *100# at noon tommorrow and at 30 minute intervals (or until you receive a text alert indicating a refund)
to see if the refund has been applied

Once it has,
Immediately call 43430 and press option 2 and follow the directions to buy a goodybag with your airtime credit



For future reference, you don't need to redeem or add the voucher first and then complete a second step and  buy a goodybag with the credit 

You can do the process with 1 step, 

 
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 
Http://giffgaff.com/dashboard 
Click the yellow buy goodybag button 
(if you already have a live goodybag and want to queue, click here 
Http://giffgaff.com/buy )

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, 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 9
by: dilanc15
on: 20/01/2019 | 15:56

Hi there to resolve this issue you will have to contact a agent and they will be most happy to help you 

If I or someone else has help you then please give a 'Kudos' or select a 'Best Answer' for the post that helped the most.
Message 5 of 9
by: natty88
on: 20/01/2019 | 15:56 edited: 20/01/2019 | 15:57
  • @wendyx7 the agents will refund it please inquire with the agents here please 

 

https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/Credit-debit-card-or-PayPal-over...

 

 

Allow up to 24 hrs for replies although usual time frame is 3to5hrs 

 

agents work from 8am to 11pm daily 

 

the agents will reply via here 

 http://giffgaff.com/support/questions 

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Message 6 of 9
by: wendyx7
on: 20/01/2019 | 16:00

Im not connected to my data I'm currently on friends wifi I've been in contact with agent n still no reply I realy need to send my work over as it's important Arrr

Message 7 of 9
by: sloz
on: 20/01/2019 | 16:02
@wendyx7
Have you just activated your sim or have you purchased goodybags previously?

Did you use a debit card or PayPal or a top up voucher?

How long ago did you contact an agent?
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Message 8 of 9
by: tired16
on: 20/01/2019 | 16:06 edited: 20/01/2019 | 16:09

Hi @wendyx7

 

It's always worth disabling mobile date prior to topping up your phone. This is because the moment that credit hits your phone, apps will automatically beging working in the background if data is left on.

 

That said, agents are usually more than willing to rectify the issue and I'm sure will be happy to process the £25 goodybag for you. You mentioned you've already been in touch with an agent- did you contact an agent via this link? https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/Credit-debit-card-or-PayPal-over...

 

 In either case, please note that agents can take upto 24 hours to reply, but you should normally hear back from them within a few hours. Agents work until 11pm.

 

Agent replies can be found here: https://giffgaff.com/support/questions

 

I hope this helps! Please let us know how you get on. Smiley Happy

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Please remember to select a "Best answer" and give "Kudos" to those that have helped you. Smiley Happy
Message 9 of 9