Knowledge Base
Community

lost cerdit

Started by: mowinska23
On: 04/08/2015 | 18:21
Replies: 7
Reply

Go to best answer
by: mowinska23
on: 04/08/2015 | 18:21
Top up my credit £15 haven't used it now saying £1.50
Message 1 of 8
1 BEST ANSWER

Accepted Solutions
Highlighted
by: jcalvy
on: 04/08/2015 | 20:49
Hello,

Your credit may have been used on data, if you have no active goodybag/gigabag then data is charged at 20p per MB. If you are using a smartphone the the apps running in the background are constantly using data. Credit can be used up very quickly, for example if you use -

• 50MB = £6.20
• 100MB = £16.20
• 150MB = £26.20
• 200MB = £36.20

To find out for certain what your credit has been used for please contact a agent who can take a closer look at your account, here's a link - http://giffgaff.com/support/ask A agent will reply within 24 hours.

You may be better with a goodybag or gigabag, here are the available goodybags and gigabags -

• £5 Hokey Cokey - 100 mins, 100MB data, 300 texts, free giffgaff to giffgaff

• £7.50 goodybag - 250 mins, 500GB data, unlimited texts, free giffgaff to giffgaff

• £10 goodybag - 500 mins, 1GB data, unlimited texts, free giffgaff to giffgaff

• £12 goodybag - 500 mins, 3GB data , unlimited texts, free giffgaff to giffgaff

• £15 goodybag - 500 mins, 5GB data, unlimited texts, free giffgaff to giffgaff

• £20 goodybag - 2000 mins, unlimited data, unlimited texts, free giffgaff to giffgaff

£5 gigabag - 500MB
£7.50 gigabag - 1GB


All the best!
Get a free giffgaff Sim
Message 7 of 8
by: rhort
on: 04/08/2015 | 18:22
There are a variety of ways in which your credit may have been used without you realising it:

- Sending MMS (Picture Messages), which cost 16p each (24p if sent outside the UK) and are not included in any GoodyBag allowance

- Calls and texts to numbers outside the UK, or premium rate numbers (such as 0870) which are not included in any GoodyBag allowance

- Calls to another GiffGaff number which went over 60 minutes, or your free calls allowance may have expired (dial *100*1# to check this)

- Data usage by apps running in the background (apps often install with automatic updates turned on by default)

- One or more of your GoodyBag's allowances may have been used, resulting in subsequent charges coming from your airtime credit (dial *100*7# to check this)

- You purchased airtime credit instead of a GoodyBag, meaning all of your usage has been chargeable. You can verify this in your purchase history on your 'My GiffGaff' page.

If you text the word PLAN to 43430, you can see your last 30 days usage (calls, texts and data) which should give you an indication of what your credit has been spent on.

If none of these seem to be applicable, you should contact an Agent at https://giffgaff.com/support/ask/incorrect_balance and they should come back to you within 24 hours.
Message 2 of 8
by: life123
on: 04/08/2015 | 18:22 edited: 04/08/2015 | 18:23

Hello

You should contact an agent for all account based queries

 

To contact an agent please see this

link https://giffgaff.com/support/ask/incorrect_balance

 

Responses from agents can take up to 24 hours, you can view their response here: http://j.mp/giffgaffanswers

They should advise you what to do from this point because we can't help with account-related issues, unfortunately.

Get a free giffgaff Sim
Feel free to give kudos and set the suggestion as the best answer if it has solved your question Smiley Happy
Message 3 of 8
by: fadyyasin
on: 04/08/2015 | 18:23
As your credit is misplaced from the your account balance it may due to some reason explained in point, hope you get an idea why balance is reduce to zero
• you may be using credit after your goody bag was expired Your credit may have been use on data, if you have no active goodybag then data is charged at 20p per MB.
• if u dial 0840 number it not included in goody bag which might utilise your credit
• Using smart phone application left open at the back or update after regular interval also consume data or credit at the back end.
• Credit can be used up very quickly, for example if you use -
• 50MB = £6.20
• 100MB = £16.20
• 150MB = £26.20
• 200MB = £36.20
To find out for certain what your credit has been used for please contact a agent who can take a closer look at your account, here's a link –
https://giffgaff.com/support/ask
A agent will reply within 24 hours.

Message 4 of 8
by: munsifhussain
on: 04/08/2015 | 18:23
Hi,

You can find out where the credit went by contacting an agent here: https://giffgaff.com/support/ask/incorrect_balance

Did you have your data on or have you been using your giffgaff SIM abroad? As this could drain your credit fast.
Get a free giffgaff Sim
Message 5 of 8
by: clinteastwood43
on: 04/08/2015 | 18:25
Have you left mobile data running on your
phone as this will eat your credit up.
Get a free giffgaff Sim
Message 6 of 8
Highlighted
by: jcalvy
on: 04/08/2015 | 20:49
Hello,

Your credit may have been used on data, if you have no active goodybag/gigabag then data is charged at 20p per MB. If you are using a smartphone the the apps running in the background are constantly using data. Credit can be used up very quickly, for example if you use -

• 50MB = £6.20
• 100MB = £16.20
• 150MB = £26.20
• 200MB = £36.20

To find out for certain what your credit has been used for please contact a agent who can take a closer look at your account, here's a link - http://giffgaff.com/support/ask A agent will reply within 24 hours.

You may be better with a goodybag or gigabag, here are the available goodybags and gigabags -

• £5 Hokey Cokey - 100 mins, 100MB data, 300 texts, free giffgaff to giffgaff

• £7.50 goodybag - 250 mins, 500GB data, unlimited texts, free giffgaff to giffgaff

• £10 goodybag - 500 mins, 1GB data, unlimited texts, free giffgaff to giffgaff

• £12 goodybag - 500 mins, 3GB data , unlimited texts, free giffgaff to giffgaff

• £15 goodybag - 500 mins, 5GB data, unlimited texts, free giffgaff to giffgaff

• £20 goodybag - 2000 mins, unlimited data, unlimited texts, free giffgaff to giffgaff

£5 gigabag - 500MB
£7.50 gigabag - 1GB


All the best!
Get a free giffgaff Sim
Message 7 of 8
by: sloz
on: 04/08/2015 | 21:17
@mowinska23
It's almost certainly been deducted by a premium weekly charge you've perhaps unknowingly signed up to ( 3 weeks of £4.50)

You should have received texts from a shortcode 5 digit number indicating you've been charged ,
You need to text the word STOP to the number to cancel further weekly charges
Get a free giffgaff Sim
Message 8 of 8