follow this https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/Cancelling-a-goodybag-or-top-up-... link please be aware agents can take up 24 hrs to reply to your question.
You can find agent replies under the “Messages From Agents” box on your “My Giffgaff” page or to gain access to the page please follow this link https://giffgaff.com/support/questions
Direct link to ask an agent:
Please note: Our agents aim to answer all enquiries within 24 hours. Replies from our agents can be read and responded to from https://giffgaff.com/