Knowledge Base

How to get started helping on Twitter

Started ‎23-08-2016 by
Modified ‎27-07-2018 by

This article will detail how to get involved and provide support to other members on the giffgaff Twitter page.

More Information

It's a little-known fact around the community forum that the giffgaff social media feeds are intended to be used as extensions of the community and that any member can answer giffgaff related questions there as well as in Help and Support.

There's also some extra payback to be earned by helping out on Twitter on top of your usual community payback.

This is what you need to do:

  • Create or use your existing Twitter account.
  • Link your Twitter account to your giffgaff profile so that giffgaff know it's you that's answering questions. Just remember to press save when you're done.

Now that you have your accounts linked it's time to search for members needing help.

On a device using a browser

  • To access all tweets about giffgaff just click this linkYour browser will open a new window containing every tweet containing the word giffgaff. For ease of access, you could now bookmark this page.

On the Twitter app

  • Open the Twitter app and then click on the search bar and enter giffgaff and press search.
  • Then select "All tweets" and you'll then be shown a timeline containing every tweet containing the word giffgaff.

Now you've got those tweets in front of you all you've got to do is look for the ones asking for help from @giffgaff and answer any that you can.

If you feel a question is purely account related and for example in regards to a card payment being declined or a goodybag not showing on a member's account then sometimes it can be best to leave it to the agents that monitor the official giffgaff account to deal with it.

You'll find in a lot of cases you can still help members with general account problems that need an agent by sending them the relevant contact an agent link for their problem. 

With tweets being restricted to 280 characters, one way you can include a lot of information in your reply is to attach a picture to your tweet. Here are a couple of examples.

If a member has a question about the 'Always On' data goodybag, you can attach the example below to your reply and post any relevant links.


If a member wants to know if they buy a phone today and when will it be delivered, you can attach the example below to your reply and also post any relevant links.


As you can see, by adding pictures we can include an awful lot of information in one 280 character tweet.

All links (URLs) posted in Tweets are shortened using Twitters service. When viewing the Tweet on the original URL (or shortened version of the original URL) will be displayed. Below are instructions on how to post a link in a Tweet on the web and on your mobile device.

How to post a link in a Tweet on the web:

  • Type or paste the URL into the Tweet box on
  • A URL of any length will be altered to 23 characters, even if the link itself is less than 23 characters long. Your character count will reflect this.
  • Click the Tweet button to post your Tweet and link.

Note: You cannot opt out of Twitter's link shortening service. Why? Learn more here

How to post a link in a Tweet from your mobile device:

  • Open your preferred mobile app, or begin a new text message.
  • Type or paste the URL into your Tweet. Links will be adjusted with Twitter's link shortener wherever you post them. Some clients will adjust your character count as you compose a Tweet; some won't.
  • Post the Tweet.

For more information on posting links in Tweet's can be found here

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