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sanaebe has a question about My Goodybag disappeared

Started by: sanaebe
On: 08/02/2018 | 11:27
Replies: 5
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by: sanaebe
on: 08/02/2018 | 11:27
Bought a goodybag yesterday, it was on and working, today I go on the app and it says no goodybag active and I have no 3g on my phone anymore. Payment and everything was taken. Anyone can help?
Message 1 of 6
by: sammy103
on: 08/02/2018 | 11:32
@sanaebe hi there - Are you sure you bought a goodybag and not just added airtime credit? Airtime credit and goodybags bundles are two different things.

Adding airtime credit e.g using a voucher will not apply a goodybag automatically. The goodybag is bought direct using a credit/debit card/Paypal or the airtime credit can be converted for a goodybag by following the steps below

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

You also have the option to exchange your airtime credit for a goodybag from your phone by dialling 43430 select option 2 and follow the instructions.

If you sure you bought a goodybag check your payment history and dashboard pages.

History -- https://giffgaff.com/orders/history
Dashboard -- https://giffgaff.com/dashboard

Also dial the balance short codes -
airtime credit balance dial *100#
goodybag allowances(minutes) dial *100*7#

What does it show? if no goodybag transaction is shown and your balance is zero contact a giffgaff agent to investigate. To contact an agent please follow this https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/goodybag-allowances-or-credit-ba... link

please beware a giffgaff agent can take up to 24 hours to reply to your query.
Agent replies can be found “Messages From Agents" box located under your "My Giffgaff" page, or can be accessed by following this link https://giffgaff.com/support/questions
Get a free giffgaff SIM/microSIM/nanoSIM with free £5 credit
Message 2 of 6
by: eddiehk6
on: 08/02/2018 | 11:34
hi @sanaebe

Please ignore the app as it can be buggy. I recommend using a computer.

Also to ensure you are logged into the correct giffgaff account:

- Log out: https://giffgaff.com/auth/logout
- When you log back in, input your MOBILE NUMBER in place of the username

You should then verify exactly what you purchased when logged into the correct account: http://giffgaff.com/account
Copy-paste the last 2 transactions, with their ‘Date’ and ‘Content’

Each should say '1 × topup' or '1 × goodybag'
(If it says topup, you did not buy a goodybag)

As for mobile data issues:

• Please check your device is correctly configured for mobile internet using this guide: http://giff.ly/gg_settings

• Ensure your phone’s mobile data is turned on

Please remember to select a ___| Best Answer +★|___and give thanks to those who helped by clicking Kudos! Smiley Very Happy


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Message 3 of 6
by: endorphin
on: 08/02/2018 | 11:37

Hi @sanaebe you should double check what you have bought by

dialling *100#  for your airtime credit (payg) balance.
dialling *100*7# for details of your current goodybag
looking at your order history here https://giffgaff.com/profile/payment-details#orders

What do they say please?

Get a free giffgaff SIM/microSIM/nanoSIM with free £5 credit
Message 4 of 6
by: sanaebe
on: 08/02/2018 | 11:37
Yes, I even have the email with the Goodybag purchase confirmation. And now I got an email saying my goodybag wont be recurring next month as changed in my payment page, but I didnt even do that. I have sent a message to an agent so hopefully that'll help. Thank you
Message 5 of 6
by: sanaebe
on: 08/02/2018 | 11:42
Even online it says no Goodybag active, but when I try to top up it says only airtime top up available.
When I check on my phone it says 0 minutes left in goodybag that expires on the 8th feb, which is today, but I bought a goodybag yesterday, which is why I think its weird.
Also, I checked my bank account and the money has been taken out yesterday so I have paid for it.
Message 6 of 6