yes if your not fully active that will happen see this link as thers some delays in sim activation and top ups at present please read this link below for the latest information
if you wish to speak to a agent click on this link http://bit.ly/giffgaffagent
Hang in there and welcome to the giffgaff community.
Any questions once you are 'activated' just ask.
The knowledge base is a cracking resource as well.
You can reach it by hovering your mouse over 'Community' on your giffgaff home page.
A very Merry Cristmas to 'you and yours'.