There are different reasons that can prevent you from buying credits or a goodybag. Please select the payment method you are using to see the different causes for issues, and how to solve them.
You have been trying to redeem a voucher on the website but the value of the voucher has not been credited to your giffgaff balance.
How to identify it
Try these solutions in this order to get the best result.
Step 1 - Verify you are using the correct code
Step 2 - Clear your browser's cache and cookies and try again.
Step 3 - If the voucher code is still considered invalid, check the service update thread to verify if there is a technical issue.
Step 4 - If your code is correct and there is not technical issue reported, send your voucher code to the agents for verification using this link.
Please wait for a few hours and retry. During your wait, the payment system will have identified your previous attempt failed and will accept the voucher code.
If it is rejected again, make sure you did not use one of your previous vouchers by mistake.
You have selected a goodybag or a credit amount but the operation fails when you are completing the purchase.
Step 1 - Log in
Step 2 - Go to "My giffgaff" and then "Payment details"
Step 3 - Verify if the saved card has expired
Step 3 - Register a new card
Step 4 - Re-select auto top-up if you want to keep on using it
Note: Successfully topping up will switch auto top-up back on.
Your details must be accurate for the transaction to be successful.
Step 3 - Verify your payment details:
Step 3 - Modify your payment details
This can happen for a number of reasons, including:
The "this transaction has not been authenticated by your card issuer" error message is displayed.
Step 1 - Wait for a few hours
Step 2 - Clear your browser's cookies and cache
Step 3 - Try again
Before you go:
Store payment details on our site and switch on auto top-up before you go abroad so that your airtime balance will automatically be topped up.
When you are away:
You can ask a fellow giffgaffer to credit your giffgaff account for you, with an Topping Up Another Number top up. This can be done by selecting "Topping up another account" just below your giffgaff number on the main top up page.
The goodybags are not available on the Top-up page, but it is possible to purchase airtime credit or you are able to purchase a goodybag but it is queued.
Step 3 - Scroll to the section "Your goodybags"
Your active goodybag is displayed after "Active" and the recurring goodybag after "Next". Both goodybags are the same.
To cancel or modify the recurring goodybag:
Step 3 - Click on "Change" for "Recur your goodybag"
In the new section, you can untick the "recur your selected goodybag" box to remove it, or click on "change" to select another goodybag.
Step 2 - Go to "My giffgaff"
Your active goodybag is displayed after "Active" and the recurring goodybag after "Next". The two goodybags can be identical or different.
You can only have one active goodybag at any time.
It is not possible to directly cancel an active goodybag, but it is possible to purchase a new one.
This will remove all remaining minutes, texts and data on the previous goodybag.
If you want to purchase a new goodybag, but already have an active goodybag, you will need to use your minutes or Internet allowance until you have only 100 minutes. 100 texts or 100MB left.
See this page for more details.
Don't be shy. Ask one of our lovely members for help.
Our community won't let you down.