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Topping up your giffgaff balance with a voucher is easy. You can either call 43430 and follow the promts or go online in the Top up section and click the redeem a voucher button after selecting the amount. Read below for a detailed guide on both ways and more.   Let's do it now Redeem your voucher More Information Purchasing a top-up voucher giffgaff vouchers can be bought in most shops providing epay, payzone or paypoint services. Don't know where to find one of these shops near you? Check this article for more details. You can also find them in Post Offices and most supermarkets.   If you can't find a giffgaff voucher at your favourite shop, you can get an O2 voucher, they also work. If you buy a voucher for O2, make sure to follow the steps described in the next sections, and not those printed on the voucher itself.     Redeeming a top-up voucher The voucher can be redeemed from your giffgaff mobile, or online.   From your mobile Call 43430 for free with your giffgaff phone and follow the voice prompts along the way.   Press 1 to Top-up your Airtime Credit Press 2 to buy a goodybag using your Airtime Credit, a voucher or a combination of both Online Log in and head to Top-up section Click on the Redeem a voucher button Enter your voucher's 16 digits code in the field. If the code is rejected see Why has my Top-up failed? to solve it. Click on "Redeem". Please note that top-up vouchers can take up to 24 hours to be applied to your account balance.     Activating your SIM using a top-up voucher You can also use a voucher to activate your new SIM, but you must redeem the first voucher online - the 43430 top-up number WILL NOT be available until your SIM is activated.   Go to the SIM activation page Click on the Activate by Voucher button (shown below)   Your screen will change to:     Enter the 6 digit SIM code Click Continue If prompted, log into your account or create a new one Enter the 16 digit voucher code when prompted Check/amend the other details Click Activate my SIM If you want to purchase a goodybag you must wait until the SIM has been activated then see Can I buy a goodybag / gigabag with my existing credit?.   IMPORTANT: Please make sure that your mobile data is turned OFF otherwise your credit may be used before you purchase a goodybag. Once this first top-up has been done online, you'll be able to redeem your next vouchers with your mobile phone.     Buying a goodybag using a top-up voucher Online To buy a goodybag or gigabag, first redeem you voucher into airtime credit as shown above and then see How to buy a goodybag from airtime credit.   From your mobile You can also buy goodybags using a voucher over the 43430 top-up service. See Using the 43430 Top-up service.     Live Agent support Sometimes trying to redeem a voucher online can have problems. One recurring issue members run into is a 'burnt voucher' where the system thinks the voucher code has been used when in fact it is still valid.   giffgaff agents can solve the 'burnt voucher' error immediately but raising a case can be a bit tricky for newer members so were trying something new.   So, instead of raising a case with the agents and waiting for a reply, we'll bring the agent to you and they'll solve the voucher issue right then and there. It means that when you get a 'burnt voucher' error a chat box will appear that will connect you to an agent.   It's important to know that there are three conditions that must be met before the chat box pops up:   The member is in the activation flow/ top up page and trying to top up with a voucher You have received the specific 'burnt voucher' error message An agent is available Provided the three conditions are met then the chat window will open and you will be able to interact with the agent to have your issue resolved. If the chat window does not appear you can still contact one of our agents to report the problem. Mobile version of the 'chat' pop up box Solving issues with vouchers If you still have troubles using a top-up voucher after reading this article, you can find explanations on the resolution of known issues in Why has my top-up failed?  
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  This article details all the methods available for you to check your balance with your phone, tablet or computer.     More Information Use shortcodes to check your balance   If you want to be able to verify your balance from your phone at any time, the best solution is to call the following free codes.   Shortcode Function 43430 Option 2 Voice confirmation of your balance, goodybag balance and expiry date of your goodybag. For more info on the 43430 service please see here. *100# Remaining airtime credit balance *100*1# Expiry date for free giffgaff to giffgaff calls and texts *100*5# Remaining text balance (Remaining text balance applies only to the £5 goodybag which has 500 inclusive texts. Goodybags with unlimited texts will show 0 texts remaining.) *100*7# Remaining goodybag minutes balance   Please note: If you have a goodybag and you didn't buy any additional airtime credit, the airtime credit balance will appear as nil. This is normal as a goodybag isn't classified as balance.   Tip: Save these numbers to your phone directory so you don't have to remember them     Manage your balance notifications   Your airtime credit balance is automatically displayed on your handset briefly after every call you make or message you send. If you would like to switch balance notifications on or off, simply log in to your account and head to "My giffgaff > Phone and Call settings > Balance notifications (which you can also find under the Profile & Settings link ). Simply click the little box to tick(on)/untick(off) to the right of "Balance Notifications" to your prefered option.             Check your balance with a Web Browser From your Internet-enabled phone   An alternative way to check the balance on your phone is to access my giffgaff account through a web browser:   Go to this link in your phone giffgaff.com/mobile. In the top right hand corner of your account in bold font you will see how much credit you have (if any), and it will also state whether you have an active goodybag, when it will end and how many minutes you have left. From your computer   Within giffgaff.com you can get your balance, update your payment details and check your transactions. Go to My giffgaff and sign-in. The homepage of My giffgaff will display your current balance.     Check your balance with the giffgaff apps Thanks to our helpful members & our giffgaff apps team, you can now find a giffgaff app for all the most popular phones.   iPhone   The giffgaff app from the Apple app store will allow you to check your balance as well as your goodybag status.     Android phones   The "Mygiffgaff" app is available through Google Play.     Symbian devices (Nokia)   Point your device to the ovistore then search for "ProGaff" , then follow the on-screen instructions. This was created by a giffgaff member.     Windows phone   Monitor your UK giffgaff account on your Windows Phone 8. Check balances, goodybag allowances, add funds to your account, set auto top-ups & recurring goodybags, read messages from giffgaff agents, order extra SIMs & much more!   The app currently only supports WP 8.1, WP 8 and WP 7.5.   If your phone does not support this then you can always point your browser to the giffgaff mobile website or head to the desktop giffgaff website.       Handy Links Switch Off / On Balance notifications Guide to topping-up Guide to auto top-up Recurring goodybag guide
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Having issues with your signal is never fun but we can help you narrow in on the what is causing it. One of the first thing we need rule out is a known or reported mast issue in your area. In this article you will find the page where you can check the coverage and also what to do next depending on your result. Let's do it now Network status and coverage page After checking If there is a known issue in your area So, you've checked the service in your area, now what? Well, if it has displayed an issue with your area then you just have to sit tight. Mast problems get sorted by engineers, so they will go back to normal soon. If it displays poor signal in your area due to lack of masts then I'm afraid that there is nothing that can be done. If everything seems fine in your area If there are no issues displayed in your area then you should assume that it isn't a local area problem. Sometimes the tool takes a little while to update, but it's best to assume that it isn't related.    We prepared a guide to help you identify the signal issues to solve them, have a look here .
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Losing one's SIM card or phone is a distressing experience but we created solutions to help our members protect their phone number and credits, block their phone and get the appropriate documentation for their insurer.   More Information Protect your phone iOS, Android, Windows Phone and BlackBerry OS-based phones all have methods which in the event of losing your phone enable you to keep tabs on where your smartphone is via a computer and in some cases, what state it's in.   Note that you need to have subscribed to these services and applications before losing your phone as it requires a set-up step.   Phones are expensive items and we advise to insure yours. It will not only cover you if it is lost or stolen, but can also cover accidental damages depending on the policy you subscribed to.     What to do when your phone or SIM goes missing As soon as you notice that your phone or SIM card has disappeared from view, you can come to the website to let us know.   There you'll have two choices:   Bar your SIM and phone or Bar your SIM only   We advise you to let us know as soon as possible so we can block your phone and/or SIM to prevent any fraudulent usage. Blocking your SIM card or phone will take a few minutes and will make it impossible for anybody to use.   Block your phone and SIM card Login and go to the lost and stolen page:   Select Bar my phone & SIM Select the most appropriate of the following options: SIM Swap Order a SIM replacement. Your phone will be blocked using this method     Lost my SIM card only Login and go to the lost and stolen page:   Select Bar my SIM only Select the most appropriate of the following options: SIM Swap Order a SIM replacement. Your phone will not be blocked using this method   SIM Swap SIM Swap is the quickest way to block your SIM and get the control of your phone number again, but it does not block your phone. If you have an unactivated SIM card at hand you'll be able to use your number again in a few minutes.   If you feel that the best option is to SIM Swap, then head over to our dedicated SIM Swap guide. Order a SIM replacement If you want to order a replacement SIM, you will need to perform the following operations:   Verify your delivery address. This will be the same as the one in My profile & settings. You can change this address if you wish too Confirm you want to bar your SIM   Once this replacement SIM is ordered, you will not be able to do a SIM Swap until your replacement SIM has arrived and been activated.   It typically takes 1-3 working days for your new SIM to arrive and is sent by 1st class post, you'll need to activate it online when it arrives by logging into your account and clicking here.   We advise you to activate the replacement SIM card as soon as your receive it as your goodybag / gigabag may still be active. You'll then be able to select to recur your chosen plan again.   If you don't receive the replacement SIM after a week, please Ask an Agent so we can reorder a replacement SIM for you. Block your phone If you have selected to block your phone it will be put on a national blacklist and no one will be able to use it.   Once your phone has been blocked, we advise you to change the passwords for the different applications you may have been running on your phone (email, instant messaging etc.).   If you need to unbar your phone you can do it by contacting an agent and providing us with your IMEI number. You can find your IMEI number by dialling *#06# from your phone, or on the phone's original box. It will take around 5 working days to unbar your phone.   A safe place for you to store your IMEI number is in the Private notes section of this website. This information is for your eyes only. It will not be publicly displayed. Buying a new phone from giffgaff when your phone and SIM have been deactivated We know that you will want to get up and running as soon as possible and you may consider buying a new phone through giffgaff if your lost phone is unrecoverable. The giffgaff system currently allows you to buy a new phone even when your phone and SIM card has been reported as lost or stolen.   However, if you decide to buy a new phone and you have already reported your phone and SIM card as lost or stolen using the barring process then you will be asked to buy a new goodybag with your new phone order even if you currently have an active or queued goodybag.   Unfortunately at this time we are unable to change this process and this is the only way to buy a new phone from us if your phone and SIM card have already been deactivated.   If you do not wish to buy this goodybag then you should wait for your replacement SIM to arrive and then order a phone once you have activated the replacement SIM.   If you choose to proceed with the purchase of the phone then please Contact an agent to have this goodybag refunded. Under no circumstances should the SIM that arrives with the new phone be activated on your account, doing so will place a new number on the account and your old number will be lost.   Your replacement SIM will arrive in this envelope and it is the only SIM that you can use. What's next? Register your phone on the Immobilise website. Its a national database and totally free of charge. You can use the website to report the loss or theft of your phone. The police can also use this database to return it to you if it is later recovered.   If your phone was insured then your insurer will ask you for proof of usage. Contact an agent with your claim number and insurer's email address and we will send a statement to your insurer for you.   We can only provide them with this document once your phone has been registered as lost and stolen on this website.   If you think your number has been used without your consent, please contact us after having blocked the phone and/or SIM card. The agents will then check your recent usage for abuses and will refund your goodybag allowance or balance appropriately.     Handy Links How long does it take to receive my new SIM? Can I use Sim Swap to replace my Lost / stolen SIM? Can you send a "proof of usage" for my insurer?  
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If you are leaving giffgaff and moving to another service provider, you will need to request a PAC (Porting Authorisation Code) from giffgaff in order to give it to your new provider. Once issued, the PAC is valid for 30 days (after which it expires). Once you transfer your number out you will permanently lose any remaining giffgaff airtime credit, goodybag and payback points you've accumulated.   If you wish to bring an existing UK mobile number to giffgaff, you need to ask your current service provider for a PAC (Porting Authorisation Code). This article explains how to do this.   Let's do it now Request your PAC More Information Requesting your PAC using a computer You can simply use this link to request your PAC.   Alternatively you can use this method.   Log into your giffgaff account Select Help then Keep your Number under SIM and Number. Scroll down to the bottom of the page, where you will be able to access the PAC request form. Complete the online form. It is optional to fill in the 'Reasons for leaving' box, but do try to provide as much information as it helps us improve our business and gain understanding.   Once you've requested your PAC it will sent to you along with its expiry date by SMS within minutes. To see your PAC instantly, go to your My giffgaff dashboard and look under your mobile number.     Requesting your PAC using your handset From your handset:   Dial 43431 Follow the instructions You will receive a voice confirmation of your PAC and its expiry date which will also be sent via a SMS message. This will also be displayed on your My giffgaff page under your mobile number.   If you have any questions about transferring your number - Ofcom has some handy links and tips here.     Finalising the transfer You'll need to give the PAC to your new network within 30 days and they will advise you of the likely transfer date.   As the transfer day approaches, don't forget to cancel any recurring goodybag settings or automated top-ups and remove your payment-card details from your dashboard.   If you have any airtime credit remaining, consider donating it to a charity that accepts donations by texting a KEYWORD to a five-digit mobile shortcode number.   giffgaff currently supports the Great Ormond Street Hospital Children's Charity via our Just Give page. Please feel free to donate your left over airtime credit by texting:   "GHGG88 £1" to 70070 to donate £1 "GHGG88 £5" to 70070 to donate £5 "GHGG88 £10" to 70070 to donate £10   Requested your PAC in error? If you request your PAC in error don't worry you can now (as of the 27th July 2016) cancel your PAC without having to wait for 30 days for it to expire.   After you have requested your PAC you will then see a banner on your My giffgaff page (shown below):     Now click or press on the "Cancel your PAC below", you will then be presented with the below screen:       Now click on "Cancel my PAC"   You will then receive a confirmation as follows:     You have now cancelled your PAC.   PLEASE NOTE: If you give your PAC Code to another network, our third party is aware of that and will not allow you to cancel your PAC, you will receive an error which means your PAC cannot be cancelled.
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You can purchase a giffgaff voucher from most supermarkets, corner shops, newsagents, petrol stations & Post Offices as well as loads of other stores who provide epay, Payzone or PayPoint services.   More Information Where is my nearest Payzone, epay or PayPoint location? You can find your nearest Payzone, epay & PayPoint locations by clicking on the below links and typing your postcode into the relevant areas.   Payzone Find nearby store   epay Find nearby store   PayPoint Find nearby store     What denominations does the vouchers come in? giffgaff vouchers are available in denominations of £10, £15 and £20.     Can I use an O2 Voucher? Yes. giffgaff does accepts o2 vouchers, these come in the following denominations: £10, £15, £20, £25, £30, £35 and £50.   Please note you won't be able to call the top-up number printed on the voucher. Instead, you will need to call the giffgaff top-up number: 43430, or head online to redeem your voucher.         Handy Links How do I top up using a giffgaff top-up voucher? Payzone's store locator epay's store locator PayPoint's store locator  
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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.   More Information Redeeming a voucher Symptom 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.   Cause & Remedies Cause How to identify it Possible remedies Invalid voucher code When you submit the voucher code, the error message " Invalid voucher code" is displayed Try these solutions in this order to get the best result.   Step 1 - Verify you are using the correct code Verify the voucher code is 16 digits long Verify you are using the code  as shown on this picture Try alternatives if needed (e.g. 0 for O) Step 2 - Clear your browser's cache and cookies and try again.   Step 3 -  If the voucher code is still considered  invalid, c heck 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. Voucher considered as already used When you submit the voucher code, the error message "Sorry, that voucher code has already been used" is displayed 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.     Purchases with a debit / credit card Symptom You have selected a goodybag or a credit amount but the operation fails when you are completing the purchase.   Cause & Remedies Cause How to identify it Possible remedies Your saved card expired Step 1 - Log in Step 2 - Go to "My giffgaff" and then  "Payment details " Step 3 - Verify if the saved card has expired Step 1 - Log in Step 2 - Go to "My giffgaff" and then "Payment details" 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. Typo in your payment details Your details must be accurate for the transaction to be successful. Step 1 - Log in Step 2 - Go to "My giffgaff" and then "Payment details" Step 3 - Verify your payment details: Your name is written exactly like on your card (including the title) The address is the one you registered with your bank (omit any punctuation) You selected the correct type of card Step 1 - Log in Step 2 - Go to "My giffgaff" and then "Payment details" Step 3 - Modify your payment details The transaction is declined by the card issuer This can happen for a number of reasons, including:   The communication with the bank failed There is not enough funds / the spending limit has been reached Too many failed attempts have been made 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 You are using a UK card from abroad Payments made from outside Europe or made with foreign payment methods may be rejected for security reasons.   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.     Goodybag purchases Symptom 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.   Cause & Remedies Cause How to identify it Possible remedies Your goodybag is set to recur Step 1 - Log in Step 2 - Go to "My giffgaff" and then  "Payment details " 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 1 - Log in Step 2 - Go to "My giffgaff" and then "Payment details" 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. You have a queued goodybag Step 1 - Log in Step 2 - Go to "My giffgaff" Step 3 - Scroll to the section "Your goodybags"   Your active goodybag is displayed after "Active" and the recurring goodybag after "Next". The two goodybags can be identical or different. If you want to modify or cancel your queued goodybag, you need the assistance of an agent. FIll and submit this form to let them know what to do with your queued goodybag. The goodybag purchase is locked It's 7.30 pm or later on the expiry date of your active goodybag. There is a lock out period while we are processing the activation of new goodybags. Just wait for this period to be over to be able to purchase a new goodybag. You already have an active goodybag 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 to start right now, when you only have 50 minutes or 50MB left.    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 50 minutes or 50MB left.   This will remove all remaining minutes, texts and data on the previous goodybag.   See this page for more details.        
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  Yes you can but if it's due to a nuisance call we'd advise you to let us know so we can investigate it further.   If the nuisance calls/texts are Premium Rate Services then you can stop them by texting STOP to the shortcode number of these services.   Alternatively, please contact an agent and give us details about the calls/texts you are receiving.   If you just want to change your number and with effect from April 2015, there are two methods available. Before you start note that whichever method you choose you will be allocated a random number.   If you want to choose your number or want a memorable number then you will need to purchase a premium number elsewhere and transfer (port) it into giffgaff.     More Information Method 1 - Self service Log in here Read and follow the instructions and warnings. Click Change my number. On the next page confirm that you wish to go ahead. This is permanent, you cannot get your old number back after you've confirmed you wish to go ahead. Your number will be changed within 4 hours. Your credit and goodybags will not be shown on your account until the new number is ready.   This service is only available between 4.30am and 9.30pm and can only be used once per account. If you need to change your number again, please use method 2 shown below.     Method 2 - Contact an agent Contact an agent Select incoming calls from the list of call types to bar (otherwise the form will not submit). Click Yes to Do you wish to have your number changed? When your new number is ready, you will be given instructions on what to do next. Wait while the new number activates and you're good to go.     Handy Links Guide to Premium numbers How can I restrict call and text services on my phone?    
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giffgaff follows the industry standard of restricting access to sites with adult content through the data network in accordance with the UK Code of Practice for the Self-Regulation of content on mobiles. If you are 18 or over you can lift the content restriction with the following procedure.   More Information Step by step procedure Log in and head to My giffgaff and then My profile & settings. In the Phone and call service settings section, click on Open. Now select I want to access adult content and then press Save. It displays the form you need to fill with your machine-readable passport or U.K. driving licence details to prove you are 18 or over.   Note: When trying to access sites before removing the adult content block, you will experience either a redirect to the adult removal page on giffgaff or receive a browser error message, depending on whether you are using standard browsing (http) or secure browsing (https).     Remove the adult content lock with a Passport Your passport must use the machine-readable format described below.   At the bottom of your passport photo page there are two lines with many chevrons (“<“). Each line has 44 characters in total.   Enter all of the characters (including the chevrons) from each line into the boxes provided. The first line only includes letters and chevrons whereas the second one starts with numbers and also has letters and chevrons.   Please note: This picture is only a sample & cannot be used to remove the adult content block. For a list of countries that issue machine readable passports that may be used then please refer to this document.     Remove the adult content lock with a Driving Licence Enter your U.K. Driving Licence number (full or provisional), which you will find in section 5 of your licence. It's 18 characters long and includes a combination of letters and numbers. Note: Don't forget to include the numbers at the end but do not don't include any spaces.   Please note: This picture is only a sample & cannot be used to remove the adult content block.   If you hold an old style green or pink paper driving licence, you need to add the issue number as the last 2 numbers.         Processing times for the adult content lock removal It can take up to 24 hours for the bar to be lifted, but it normally processes within minutes except for BlackBerry users which can take longer. Once the change has been processed, the message will change from 'OFF' to 'ON' and you should also receive a text confirming the process has completed.   Note: You will need to switch your phone OFF/ON again and the bar will have been lifted.     Why has my document been rejected? The system does not accept passports which do not have the machine-readable format used above. The form will be submitted but the screen will keep displaying the "Your adult content changes are in progress, please check it later" message and the bar won't be lifted.   Because of their specific format, driving licences issued in Northern Ireland can't be used to lift the adult content bar.   We are looking at other ways of removing the adult content restriction and will update this guide when new methods are introduced.     Solving issues If you have tried the above and you were shown a timeout, gremlins screen or if the "Your adult content changes are in progress, please check it later" message is displayed for more than 24 hours, then you will need to login and contact an agent. Please be aware that it can take up to 5 working days for the technical error to be resolved.   Note: If you submit the reference number for another type of document, the process may appear to work but the "Your adult content changes are in progress, please check it later" message will be displayed for several days before it is finally rejected by the system. Please do not contact the agents under these circumstances as the agents will be unable to assist as the agents are not authorised to remove the bar.   Note: O2 shops are unable to lift the 18+ restrictions. It must be done with documents mentioned above through your account settings.    
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A queued goodybag is a great facility that allows purchasing a goodybag in advance, thus ensuring a smooth continuation of service when the current goodybag expires.   More Information How do queued goodybags work? Queued goodybags are an alternative to recurring goodybags which allow you to manage your giffgaff purchases in advance to avoid finding yourself without an active goodybag.   The principle is very simple. Once you have an active goodybag, you can buy another goodybag (or gigabag) that will be triggered as soon as the current goodybag expires.   You can queue any goodybag or gigabag independently of your current goodybag / gigabag. The payment is made at the moment of purchase from your existing credit, voucher, credit / debit card or PayPal.   Please Note: Due to technical reasons you cannot queue a goodybag / gigabag between 10pm and midnight on the expiry day of an active goodybag.   They can be great when:   You want to queue a different goodybag from one month to the other You want to buy your next goodybag from your existing balance You want to pay for two months of purchase up front (e.g. to match the value of your voucher) How can I queue goodybags? To queue a goodybag is essentially the same operation as buying a goodybag:   Login to your account and click on the Buy a goodybag button and select goodybags or gigabags. Select the goodybag you wish to queue and in your basket you'll notice its start date immediately following the end date of your active goodybag. If you wish to pay for this purchase with your existing balance click on I only need a goodybag then on the next page click on Exchange Airtime Credit. If you wish to add more Airtime Credit and/or pay for your purchase by credit/debit card or PayPal then select the amount of Airtime Credit you want to add and provide the relevant payment details. Click on Order and Pay. How can I modify or cancel my queued goodybags? To cancel your queued goodybag from the moment of your purchase and 24 hours before the expiry of your active goodybag then go to your giffgaff payment settings page. Then under Next goodybag, you will be able to see a button with Cancel next goodybag, this will allow you to cancel your queued goodybag.   The payment will be paid back to original payment method for queued goodybag.     To modify your queued goodybag, you'll need to follow the procedure for cancelling your goodybag and then you'll be then able to buy a replacement goodybag.   Please Note: You are only able to do this if you have a queued goodybag. Active goodybags cannot be cancelled.   Important Notes   Refunds made for a queued goodybag / gigabag are made to the original payment method used regardless if that payment method is not stored in your account settings. If the purchase was made with a voucher then the money will be returned as Airtime Credit as vouchers cannot be refunded. You can also contact an agent if you face any issues along the way. Please send your request at least 24 hours before your queued goodybag becomes active to leave enough time to do the refund. This feature is currently only on the website and is not available through the giffgaff mobile app just yet. If you're someone who usually uses the app and wants to use the new feature, then you'll be able to use it on the website through any browser. Due to a limitation with the way our payments work, members won't be able to cancel their queued goodybag on the same calendar day that they bought it. We're working on eliminating that issue, but in the mean time, If you don't want to wait until the morning to cancel it, then you can still ask an agent. As usual, goodybags can't be cancelled if they're due to start the next day. If you have queued a goodybag and bought credit at the same time, and then cancel the queued goodybag, it will only cancel the goodybag, but the confirmation message will show the total refund amount including the topup, not just the goodybag cost. Please be reassured that you will not be out of pocket and the correct amount will be refunded. How can I start my queued goodybag early? If you have less than 50 minutes or 50MB's left on your active goodybag then it is possible to activate your queued goodybag straight away rather than having to wait for your current goodybag to expire.   Go to My giffgaff. Click on the button to Start the queued goodybag right now. The same operation is also available from the goodybag page. The queued goodybag will immediately replace your active goodybag. You may need to restart your device to encourage the new goodybag to 'kick-in' properly.   Please note: Starting your queued goodybag early will remove any remaining allowances (data, texts, minutes) that you may have left on your active goodybag. It is also possible to start a queued goodybag early using the 43430 topup number from your phone or the giffgaff mobile app. Handy Links I don't have any data or minutes left, what can I do? Guide to goodybags and gigabags Guide to recurring goodybags  
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Of course you can. If you already have PAYG credit on your account, you can use this credit to buy a goodybag / gigabag. Follow these very easy steps. and you'll be on your way in no time!     Here is a quick video that will guide you through all the steps.     If you would rather read about it check out the section below:   Steps: 1. Login to your giffgaff account You can find the page here. Or you can dial 43430 from your giffgaff phone then press option 2 and follow the instructions. 2. Go to the Buy a goodybag section of the website Go to the Buy a goodybag section of the website. The link is found on top of every page under your community member name. 3. Click the "Select" button under goodybags or gigabags, as applicable Click the "Select" button under goodybags or gigabags, as applicable. Important: A gigabag is a data-only goodybag. gigabags cannot be used to add more data to an active goodybag.   4. Click "Select" on the goodybag you want Click "Select" on the goodybag you want. Here we're choosing the £10 goodybag.   5. Your goodybag or gigabag appears in your basket Your goodybag or gigabag appears in your basket. Click "Select" next to "I only need a goodybag" (NB: If you select anything else on this page you can only pay using a bank card)   6. Select "Using my balance" and after click "Pay with balance" This screen asks how you would like to pay and the first button in the series is the one that will exchange Airtime credit for a goodybag. So, click "Using my balance" and then at the bottom you will find the "Pay with balance button". (NB: If you tick the box to pay by card then you can only pay using a bank card)   7. Your chosen goodybag should be added to your account Your chosen goodybag should be added to your account as 'Active' or 'Queued' within a few seconds of the transaction being confirmed.   Important notes You must turn OFF recurring goodybags before buying a goodybag from credit. You cannot buy a goodybag if you already have one queued, however you can cancel your queued goodybag and then buy a new one using this guide here The option to exchange airtime credit for a goodybag will not appear under the following circumstances, (as these options require payment via debit or credit card): You do not have enough airtime credit to pay for the goodybag you've selected; or You add additional credit to your basket; or You set your goodybag to recur. Handy Links   Guide to top-up Guide to topping up with a voucher Top up another giffgaff account Using the 43430 Top-up service
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Below is a wide range of links to popular e-mail clients and popular handsets in order to set yourself up to access e-mail on your phone.   More Information Where can I access the settings for my email provider? Most newer devices will allow you to simply enter your email address and password and will automatically setup your email account without needing to enter any server details.   If your device requires these details to be entered manually you can find them from the list of most common email providers below:   Provider Link Gmail Click Here Live Mail / Hotmail Click Here Yahoo Click Here AOL Click Here Virgin Media Click Here TalkTalk (Inc Tiscali) Click Here Sky Click Here EE (Inc Orange / Wanadao /Freeserve) Click Here O2 Email Click Here     Handy Links iPhone email setup Blackberry email setup Android email setup  
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This article will assist you to get a PUK. If you enter your PIN three times incorrectly it will lock your SIM card to make sure that nobody is using your mobile without your authorization. You will then be able to unlock your device with the help of a Personal Unlocking Key - or PUK code.   More Information How to generate a PUK code The PUK code is generated by giffgaff, and you can ask for it on the PUK Retrieval Page.   Click on "Give me my PUK" The PUK code is displayed on the confirmation page Insert this PUK code in your phone.     Rejected PUK code If your PUK code isn't working, this would suggest it's been entered incorrectly more than 10 times - this permanently locks the SIM.   If your SIM is permanently locked, you need to order a replacement SIM by declaring your SIM lost here. A replacement SIM will be immediately ordered and will be delivered to your registered address within 2-3 working days.     PUK2 code The PIN2 code also protects certain features of your device. If you enter the PIN2 code incorrectly several times, the PUK2 code is requested.   Unlike the basic PUK code which can be requested automatically from your account, a PUK2 code must be requested from our network support desk via escalation. This can take up to 5 working days (excluding weekends) to retrieve, so please be patient.   In the event of accidentally locking your PIN2, please contact an agent here.       Handy Links PUK retrieval service Report your SIM as Lost or Stolen  
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Depending on the reason leading to your needing to replace your SIM, this guide will show the best way to replace or receive a brand new one.   Please Note: SIMs ordered before 4:00pm will be dispatched the same day. Any sims ordered after will be dispatched the following day.  More Information You need to replace your SIM If your SIM is damaged, just stops working or is the wrong size for your phone then the best solution for you is to perform a SIM swap which will give you a brand new functional SIM card.   SIM swaps should be performed when   Your SIM has become faulty or ceases to work You need another SIM of a different size to fit your phone You have or can get an unactivated giffgaff SIM of any age to do the SIM swap You don't need to report/bar your phone   The process of ordering a SIM and doing the SIM swap procedure is much faster than reporting your SIM lost and has several advantages, one being that you can usually be up and running the same day if you have a spare SIM handy.   If you don't have a spare unactivated SIM then you will need to get one, you can:   Order one from your spread giffgaff page Ask the community to post or hand deliver one Contact a giffgaff member who lives locally   Once you have a SIM just login and go to the SIM swap page and follow the instructions or have a look at the dedicated SIM Swap guide.   giffgaff SIMs are now 'All in one SIMs' and the SIM card contains a Nano, Micro and a Standard [mini] SIM. Have a check of your SIM, you may not need to swap at all. Just pop out the section that you need.   An image of the new 3-1 SIMs     You've lost your SIM If you've lost your SIM you'll need to tell us, so we can bar it and make sure that nobody uses your airtime credit, goodybag and mobile number.   Please follow the 'Lost and Stolen' procedure to report this. With this procedure you can bar just your SIM or bar your SIM and phone. Whilst on this page you'll have the option to perform a SIM swap. This may be a better option for you as you may be tracking your phone with a service such as 'Find my iPhone'.   Note: Once a SIM has been barred all services will cease and tracking won't be possible, this also applies if you bar your phone. It may still be possible to track if your Wi-Fi is ON. When you report your SIM as lost or stolen it is not possible to perform a SIM swap until this replacement SIM card arrives and is activated.   To report your SIM lost or to perform a SIM swap then please make sure to do it through the Lost & stolen page.     You want to join giffgaff but the SIM you received is faulty If you have received your SIM and the activation process fails due to a SIM fault then we'll need to replace it for you. Please Ask an Agent by filling out the form with the information for the faulty SIM card and we'll put a replacement on order straight away. Please check the address on your account so the SIM goes to the right place. You can check it here.   Note: Activation can take up to 24 hours. Please wait for this delay to expire before contacting the agents as they won't have the information yet. While your waiting for this time to pass you can try the Guide to fix a faulty SIM activation   Just so you know, the replacement SIM pack will arrive in this envelope. This new SIM needs to be activated when it arrives. Just login and go to the SIM activation page. Note: It can only be used on your account so make sure you login to the correct account.       Handy Links What is SIM Swap? How do I report my phone and/or SIM lost or stolen? Activating your new SIM Guide to fix a faulty SIM activation  
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This article will guide you on how to setup auto top-up on your giffgaff account.   More Information How does auto top-up work? If you don't want to be troubled by topping up you can set up "auto top-up" to ensure you're not left running on empty.   You can set the amount you would like to be automatically topped up with when your balance drops below £3.   Every time you're auto topped up you'll receive a confirmation email, so you can keep track of your finances.   For auto top-ups you can set an amount (between £10 - £30) you’d like to be auto topped up by when your balance falls below £3 and also a monthly transaction limit (between 1-3). Once you reach your maximum, you won't be auto topped up again in that month (helps manage those pennies!) (e.g top-up amount equal to £10, with a maximum of 3 top-ups in one month – once you've auto top-upped £30 in the month and you drop below £3, you won't be auto topped up)   If you've exceeded the maximum number of auto top-ups an auto top-up won't be triggered and you’ll have to top-up your account online. Auto top-up is triggered by your account falling under £3. On the first of the month, if your account is already sitting under £3 an auto top-up won't be triggered.   How to setup auto top-up on your account For the purposes of this article were going to assume that you have no payment card registered and your balance is below £3.   Login to your giffgaff account Head on over to My giffgaff page Select My Payments Select Auto top-up     A banner will appear under the Auto top-up heading, select save your card details and you will be directed to enter your debit / credit card details (Shown below)   Enter your card details and select Save card details. You will then get a confirmation that your card details have been saved (shown below) Select Change next to Auto top-up. If your balance is below £3 you will need to top-up first. Select buy credit first (Shown above) Select how much airtime credit you would like to top-up (shown below) After selecting your top-up amount you will see the below screen, put a tick in the auto top-up box and then select how much you want to auto top-up each time your balance goes below £3 & how many times within the month you want this to happen then select Continue to confirm these settings.     You will then be asked to enter your security code (this 3 digit code can be found on the back of your payment card on the signature strip) & on the right you will see (as highlighted) that you have enabled auto top-up with your payment. After entering the required code please select Continue.     You will now see this screen (shown below) which confirms that your top-up was accepted & that you have successfully enabled Auto top-up.   If at any time you want to switch auto top-up off simply visit your My Payment section of your account and select change and then turn this feature off.     Handy Links Recurring goodybags guide  
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There are several reasons that can explain why you can't buy or start your goodybag / gigabag just now. Please see the sections below to identify which one may relate to your situation:   More Information You still have minutes and data left in your active goodybag When you buy a goodybag, you can enjoy the calling, texting and data allowance during a period of one month. If you happen to use all your texts, calling minutes, or your data allowance, you may want to buy a new goodybag.   This is possible, provided that you have less than 50 minutes or 50MB left in your current goodybag. See here for the instructions to purchase a goodybag early.   You can then buy a new goodybag to replace your active goodybag.   If you try to buy a new goodybag while you still have more than 50 minutes or 50MB left, your goodybag will be queued but won't activate before the previous one expires.   If you don't want to purchase a new goodybag early, you can still text, call or use internet until your goodybag expires, for any allowance you have used up you will be charged at Pay As You Go rates for texts and calls; data will be charged at the special rate of 2p/mb until the goodybag expires.     It's just a few hours before your goodybag expires If it's after 9pm and your goodybag (or gigabag) is expiring tonight or has already expired then the system 'locks out' all goodybag purchases until after midnight. The only top-up option available is to buy airtime credit.   You need to use airtime credit for calls and texts at PAYG rates and data at the rate of 2p/mb until the end of the lock out period, when the existing goodybag (or gigabag) expires.   Think about turning off your data until you have bought the new goodybag as this will be charged at PAYG rate after midnight when your current goodybag has expired. To avoid this situation, you can choose to 'recur' your goodybag and it will seamlessly be renewed between 9pm - midnight on the expiry day. To find out how to recur your goodybag click here.   Or remember to queue your next goodybag at least a day or two before your goodybag is due to expire. To find out how to queue a goodybag click here.     You have set your goodybag to recur If you have recurring goodybags switched on then you can't manually buy a goodybag as the system will automatically apply your next goodybag when your current one expires. If you wish to manually buy your next goodybag (e.g. if you want a different goodybag) then switch off recurring goodybags first here.     You already have a queued goodybag. You can only have one queued goodybag so if you already have one (check on your dashboard) then you can't buy another one. If you want to change the goodybag you have queued then you need to use this guide to help you cancel your existing queued goodybag NB you can't cancel a queued goodybag if it is due to start in the next 24 hours.   If none of the above circumstances apply then check the Service Updates:Notice board to see if this is a known issue or see if the helpful Community can help.   Please Note: It is always best to troubleshoot your issue on our Help & Support forum before contacting an agent. If after trying all of the above you are still unable to purchase a goodybag then it may be best to ask one of our agents to investigate this further. You can contact a member services agent here.     Handy Links   Airtime Credit - UK Prices Guide to queued goodybags Recurring goodybags guide  
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When a number is not used any more, the SIM card is deactivated and the number is recycled. This article describes the different situations leading to a SIM card deactivation. More Information What are the reasons for deactivation? A SIM card is deactivated in the following situations:   You transferred your number to another provider (port out) The SIM card has been banned following fraud or abuse The SIM card is inactive. Note that a SIM card declared as lost or stolen is deactivated to prevent any illegitimate usage but its number is transferred immediately to a replacement SIM. For this reason, the information in this article does not apply for SIM cards that have been declared lost or stolen.     When is a SIM card considered inactive? A SIM card is deactivated when it has not been used in the last 6 months. To stop deactivation do any one of the following actions at least once every 6 months:   Make at least one call, SMS or MMS to another number * Make at least one connection to the Internet Make at least one Airtime Credit or goodybag / gigabag purchase   * This does not including calls to Emergency Services or Member Services   These conditions are present to prevent the deactivation of members SIMs who have very little activity or who are active on the Community without using their SIM card much.   If your SIM card is disconnected, you will lose any remaining Airtime Credit and/or goodybag / gigabag balances and also the phone number on your account. giffgaff recycles phone numbers and we will not be able to reconnect once your number is disconnected and recycled. giffgaff may reconnect you if any disconnection was due to our negligence.   For more information please see the terms & conditions on Cancellation Rights.     Is it possible to reactivate my SIM? Once a SIM card has been deactivated, it's not possible to reactivate it. Moreover, deactivating the SIM card returns the phone number associated with it to the pool of available phone numbers. It is therefore impossible to keep the phone number associated with a deactivated SIM.   When a SIM card is likely to be deactivated for inactivity, we will send a first communication one month before the deactivation of your SIM card. If there is still no activity with this SIM a second email is sent roughly 48 hours before to warn the member they only have a short time left to act. If none of the necessary actions to keep the SIM active are performed then the SIM deactivation procedure will be initiated.     Will my account be deactivated? When your SIM card is deactivated or you port out, it does not affect your giffgaff account so you can still be part of the Community. Your giffgaff account will act in the same way as it did before you activated a SIM.   If you activate a new SIM, you'll be able to register it with your existing giffgaff account during the activation process.     What will happen to my existing credit? Any credit available on your SIM card at the time of deactivation is lost, as per the Terms and Conditions. This credit is not refundable so we advise to use it before the deactivation of your SIM card.     What will happen to my payback points? As per the Terms and Conditions, accrued payback points are lost when the account becomes inactive, or when you port out.   If you don't hold an active SIM when the payback payment starts, you are not eligible to receive payback.     Handy Links Recycling mobile numbers @ giffgaff
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There are two different reasons that could explain these symptoms.   More Information Your MMS settings are incorrect     Sometimes the automatic settings work well for call, SMS and Internet but were unable to modify the parameters for MMS. It's typically the case when you can neither send nor receive MMS.   You can change the MMS settings manually, the correct settings are:   APN: giffgaff.com Username: giffgaff Password: {Leave Blank} Server: http://mmsc.mediamessaging.co.uk:8002 MMSC: http://mmsc.mediamessaging.co.uk:8002 MMS Proxy:      82.132.254.1 MMS Port: 8080 MCC 234 MNC: 10 APN Type: mms     If you need more information on how to change these settings, you can search for your particular phone model here.   Your balance is insufficient If you are able to receive MMS but not send them, your settings are correct but you may have an insufficient balance to complete the operation.   MMS are not included in the goodybags allowance and they cost 16p each. If you don't have credit in your balance, you will need to top up to be able to send MMS.   You can find more information about topping up in this article.     Handy Links Airtime Credit - UK Prices Internet and MMS settings (APN) guide Guide to top-up  
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Different reasons can explain why our members may think their balance decreases faster than their usage. We have listed below the most common reasons. More Information Symptoms   You have airtime credits in your balance and you find that they are been used too quickly You are unable to perform specific usages when you have an active goodybag, and no airtime credit. Note: The goodybag allowance is not displayed in the balance. If you purchase a goodybag (and don't have existing credits) your balance remains nil. Your goodybag allowance is available in the section "My goodybags" of the "My giffgaff" page.       Causes & Remedies   Cause How to identify it Possible remedies MMS Your balance has been charged 16p or 24p Your MMS settings are correct but you can't send picture messages MMS are not included in goodybags and cost 16p each to send to a UK registered mobile number & 24p each to send to a non-UK registered number. Note: The MMS tariff is not location dependent. International calls You are abroad (outside the EU and select countries) You are calling or texting a non-UK number within UK. International calls, texts and data usage are not included in goodybags except when roaming in EU and select countries. Detailed prices are available on this page. Numbers not included in goodybags You have been calling or texting a service you are not using frequently Premium Rate and Special Services numbers are not included in goodybags. See this article for details and rates for them. You have used all your goodybag allowance Dial *100*7#,  it will give you the number of remaining minutes in your allowance When you have used all your goodybag allowance (minutes, texts or data) before its expiry date, your usage will be charged from your balance until a new goodybag starts.   The Pay As You Go tariffs are available there. You bought airtime credit instead of a goodybag Log in Go to My giffgaff and then My payments then select My order history Verify your recent purchase to identify if you purchased a "goodybag" or credits ("Top-up"). When you are topping up your account, you need to choose if you want to buy airtime credits and / or a goodybag.   If you bought airtime credit instead of a goodybag, you can use the remaining credit to purchase a goodybag. You have run out of data Verify your remaining data. By either dialing 43430 option 2 or by going here - My giffgaff and logging in. Once identified that you have run out of data. You can purchase a new goodybag early. Using this guide.    Or    Turning off your data so your phone does not consume any more credit. You can ask the community if you need help by using this guide.   If none of these causes explain why your balance decreased, you can ask the agents about it.   Make sure to give as much details as possible on when you noticed the charges.   Handy Links   Can I buy a goodybag / gigabag with my existing credit? Roaming information & charges Special Charges Code of Practice  
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If the phone you've bought isn't quite what you wanted, you've got 14 days, starting on the day following receipt of the phone, to change your mind and claim a full refund. In order to do this, please follow the below instructions on returning your unwanted handset.   If your new handset has a fault on receipt please see this article for further instructions.     More Information The handset I've bought isn't quite what I wanted, What can I do?   We sorry to hear that the handset you purchased is not as you expected. Don't worry, you have 14 days, starting on the day following receipt of the phone, to change your mind and claim a full refund.   How do I return a unwanted handset within 14 days of receipt?   Don't worry we have you covered. All returns to giffgaff MUST be booked through our system (your giffgaff account) so that your handset return is allocated a unique reference number. You can keep a track of where your device is at any time through your giffgaff account.   To return your handset:   Log in to your giffgaff account here   Select My Payments     Select My Order History     Select the relevant Phone Order by clicking / pressing on blue icon on the right (example shown below) to view the purchase details screen.     On the right hand side of this screen please select the button marked "Return phone"     If you are within the 14 return period (for a change of mind) you will see this listed as follows:     Please select the reason for the return. If your returning your handset for a refund please select one of the four reasons (as highlighted below).       When you select one of the four reasons shown above you will see the below screen appear:       Select Continue to confirm your reason for return. When your booking is confirmed, Please print the return form along with the postage label. If you can not print the return label please note the return address & reference number as you will need this to return your handset. If for any reason you can't book your return online, please contact one of our agents  who will be more than happy to assist you further with this process. Please note the above link will only work if you have purchased a handset from giffgaff.     How do I prepare & package my unwanted handset?   Please follow the detailed instructions on the returns form that you printed out at the end of the booking returns process here   Preparing your handset for return: Backup any information that you wish to keep. Remove any activation locks / tracking applications from your device. This article will help you do this. Disable any personal security code PIN and passcode locks from the device Remove your giffgaff SIM card & place this somewhere safe Remove any SD cards that may be inserted into your device. We also recommend data wiping your device before sending us your unwanted device. You can do this using the following instructions:   Android: For versions 4.0 or later: Go to Settings and look for "Backup and reset" and select that option Select Factory data reset You'll get a warning screen along with a list of all the accounts you are currently signed into iOS (iPhone) - This process may vary slightly dependant on your version: Select Settings Select General Select Reset Select Erase all Content and Settings Windows Phone 7: Go to the Home screen Select the Application Menu Key Select Settings Select About Select the "Reset your phone" button BlackBerry: Head to Options Select Security options Select General settings Select the menu key Select Wipe Handheld Please follow the detailed instructions on the returns form that you printed out at the end of the booking returns process here   Packaging your handset for return: Please pack all accessories that came with your phone, these include any removable batteries, charger, memory card, headphones, free gifts. Please send your unwanted device in its original box. For further information on how to pack your device securely please view this helpful article from Royal Mail. Copy of the returns form. Attach the address label securely to your parcel.   Sending your unwanted handset back to giffgaff   giffgaff provide a FREE of charge tracked label with the return form so that you can return your device using the Royal Mail 24 tracked service.   Your will need to take your parcel to your local post office so that the bar code can be scanned and a receipt issued for your parcel. This receipt is your "Proof of Postage" so please don't lose it. Under no circumstances should your parcel be posted in a letter box. Can I upgrade my parcel from Royal Mail 24 tracked service to Special delivery? YES. When you hand over your package to the Post Office, please ask the counter agent to upgrade the postage service to Special delivery, you will need to pay the difference in cost between our Royal Mail 24 tracked service stamp and the Special delivery that you have opted for. giffgaff will not be responsible for any costs you may incur due to any upgrades to our delivery service.   How do I print off a free label if I don't have access to a printer? If you are unable to print the free postage returns form for any reason you may instead write the address on the parcel and take it to a post office within 14 days. It must include the GG-23 reference code and also your returns address. Should you wish to print off the original returns label please consider asking a friend or relative who has access to a printer to print this on your behalf or visit your local library (there may be a charge levied by your local library for printing documents).  giffgaff will not be responsible for any costs you may incur for printing or returning your unwanted handset. Your local post office will issue you with a receipt which should be kept as your "Proof of posting".   What is the address I should send my unwanted device to if I need to write my own returns label? If you need to write your own returns label, the address to send your device will be clearly displayed on screen during the booking process (even if you can't print off the returns label). IMPORTANT: Your unwanted device must be received by giffgaff with 14 days of you booking your return. If your parcel is delivered outside of this time (more than 14 days) it will automatically be returned to you. No refund will be possible after the initial 14 day period has expired (unless you have booked the return within the first 14 days).   Can I cancel my giffgaff SIM & goodybag?   Yes. From the moment you activate your SIM, you have 14 days to try out our service and let us know if you wish to cancel your account (This is called the Cancellation period).   If you wish to cancel your SIM / goodybag / airtime credit that you have already purchased within 14 days of activation please contact one of our agents using this direct link . Our agents will be more than happy to assist you with your cancellation request & any refund as appropriate.   You may also cancel your SIM and any goodybags / gigabags or airtime credit purchased during the cancellation period by completing the cancellation form here. Please return your completed form to the address listed within the cancellation form.   Provided your cancellation request is sent during the cancellation period, giffgaff will refund you as follows:   If you purchased credits, giffgaff will reimburse the remainder (i.e. your current balance). If you purchased a goodybag, you will be refunded in proportion to the amount of the goodybag you have not used. A completely unused goodybag will be refunded in full. Any refund will be made to the same means of payment you used during the activation of your SIM card. If you used a voucher during this operation, giffgaff will send you separate instructions for your refund. giffgaff will initiate the refund within 14 days of receiving your request for cancelling your order. Please allow for 3 to 5 business days for the funds to reach your bank account.   Please note that your giffgaff account will be closed ahead of the refund. If you wish to transfer your giffgaff number, you will need to request a PAC code before you request us to cancel your account. You can request your PAC code on this page. PAC codes are only valid for 30 days.   What happens next?   At any time after posting you can track your parcel using Royal Mails Track & Trace service. When our return centre receives your parcel you will receive an email to confirm its receipt.   Our returns centre will inspect for any damage or missing accessories. When these checks are complete, our return centre will let you know if your return is accepted. If your return is rejected (due to missing items or past the 14 days since booking your return), the parcel is automatically returned to the address listed within your giffgaff account.   You can track the progress up until this point by: Logging in to your giffgaff account here Select My Payments Select My Order History Select the relevant Phone Order by clicking / pressing on blue icon on the right to view the purchase details screen. On the right hand side of this screen please select the button marked "Return your phone" You will now see the status of your returned device Refunds - Ratesetter Loan If after our returns centre inspect for any damage or missing accessories our finance team will start to process your refund. If you have taken out a ratesetter loan for your purchase we will contact ratesetter to cancel the loan agreement & start processing any refunds due. You will receive a e-mail from us when we have processed your refund. Please allow 5 working days for the refund to reach your bank account or credit card account.   Refunds - Debit / Credit Cards If after our returns centre inspect for any damage or missing accessories our finance team will start to process your refund. You will receive a e-mail from us when we have processed your refund. Please allow 5 working days for the refund to reach your bank account or credit card account.   IMPORTANT Card refunds can only be made to the debit / credit card that was used to purchase your handset. In order to speed up the refund process please insert your card details into your giffgaff account here, this will enable us to promptly refund any refund due   Please note: that any missing items within your return package (earphones, cables, charger etc) will be charged at the following costs. These charges will be deducted from any refund due.   Item Value Plug Charger £15 Wireless Charger £45 USB Cable £10 Battery £20 Headphones / hands-free £10 Micro SD Card - 1GB to 8GB £8 Micro SD Card - 9GB to 16GB £10 Micro SD Card - 17GB or above £25 Handy Links Model Cancellation Form How to return a faulty phone within the first 30 days of receipt
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