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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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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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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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  Our 4G service operates on the 800 MHz (also known as band 20).   More Information How to check your devices compatibility with our 4G service giffgaff's 4G service operates on the 800 MHz (also known as band 20), to check that your phone or device is compatible with this frequency:   Dial *#06# from your device to obtain your IMEI (International Mobile Equipment Identity) number. Go to http://www.imei.info/ Enter your IMEI number from your device & select "Check". You will now receive a free report on screen like the one displayed below.     Within the section "LTE" (shown above -highlighted within the red box) it will display what frequencies your handset is capable of sending / receiving. If 800 MHz* shows then your handset is compatible with our 4G services.   *NOTE: There has been information to suggest that O2 (giffgaff operates off the O2 network) is starting to rolling out the 1800 MHz spectrum for 4G use in London and will move on to other cities later in 2016. This means that as well as offering improved capacity the 1800 MHz spectrum will finally allow users of the iPhone 5 to get 4G on giffgaff.     What frequencies does giffgaff's 2G & 3G services use? Our 2G, 3G & 4G services use the following frequencies:   Class Service Frequency 2G GSM / GPRS / EDGE 900 MHz 2G GSM / GPRS / EDGE 1800 MHz 3G (H / H+) UMTS / HSDPA / HSPA+ 900 MHz 3G (H / H+) UMTS / HSDPA / HSPA+ / DC-HSPA+ 2100 MHz 4G LTE 800 MHz 4G ** LTE Unconfirmed 1800 & 2100 MHz   **NOTE: There has been information to suggest that O2 (giffgaff operates off the O2 network) is starting to rolling out the 1800 & 2100 MHz spectrum for 4G use in London and other areas and will move on to other cities later in 2017. This means that as well as offering improved capacity the 1800 & 2100 MHz spectrum will finally allow users of the iPhone 5 to get 4G on giffgaff.    More information on the abbreviations used above can be found here   Handy Links Guide to 4G Connecting to 4G Guide to goodybags and gigabags  
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A PIN2 is a code used to protect specific actions, eg changing the PIN(1) code. If you enter the PIN2 incorrectly too many times the phone will apply a further lock. To unlock you will need a PUK2 code.   More Information What is a PIN2 & Where can I obtain one? PIN2 codes are used to protect specific actions on your SIM card.   If your phone asks you a PIN2 code, the default code is 6666.   In the event of accidentally locking your PIN2 please contact an agent here     What is a PUK2 & How can I obtain one? If you insert incorrect PIN2 codes, you will need a PUK2 to unblock these operations.   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.     Handy Links Need a PIN1 Code? Request a PUK code  
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Losing your handset is a stressing experience, so we designed this guide to give you a few tips on what to do to get back on your feet in no time. More Information Report your phone lost First thing first, you need to make sure your SIM card is barred so nobody will be using it.   Here giffgaff offers two options; you can either Permanently Bar and Replace, which blocks the SIM card so no-one will be able to use it (and you'll be sent a new one), or alternatively, if there's a chance you might find your phone, raise a case with an Agent and request to Suspend/Temporarily Bar/Do Not Replace which will suspend your SIM.   When you are raising the case, select "Yes" when asked "Did you report your SIM/Handset lost or stolen?" (even if you did not) so you can display the rest of the form and access the text box. In this box, explain your situation clearly and state that you want your SIM to be barred temporarily.   You can find a complete guide explaining how to report your SIM lost and receive a new one here.   If your handset has been stolen, the next thing to do is to report it to the police. Ask them for a Crime Reference Number, you'll need to do this within 24 hours in order to be refunded by your insurer.   If your phone has been issued by your company, or if you are using it to receive your professional emails, we advise you to contact your employer as soon as possible.   Finally, contact your insurer, this also needs to be done within 24 hours (sometimes 48 hours depending on your policy so check), explain exactly what happened and give them the Crime Reference Number. Review your policy's small print and look for any loop holes to prepare you for anything your insurance provider may throw at you. It's also worth bearing in mind that most policies impose strict rules on when you can make a claim.   Prevent users from using your phone (and more) Change all your passwords Think about all the services you are accessing from your phone which requires a username and password. If these passwords have been stored on your phone, we advise you to log in these different services from a computer and to change your password.   Such services include email providers, music and video services, storage and cloud services (e.g., Dropbox, Google Drive), social networks, company intranet, online banking, online stores, etc..   As a rule, the best practice is to start by making sure your email address is secured, as all the confirmation for password changes will be sent there.   What to do if you have NFC set-up on your phone At the moment most NFC payments are tied to selected banks, so you'll need to contact the bank to inform them and block any more payments as soon as possible - much like a credit card. You should also put a PIN on any NFC apps on your phone.   The website for Barclaycard PayTag (a sticker that goes on the back of a phone to make it NFC compatible) says: "If you lose your Barclaycard PayTag or it gets stolen, you'll be protected against fraudulent activity, in just the same way as your Barclaycard. For extra security, we may call you from time to time to check payments on your account were made by you and no one else."   Track your phone, then lock and wipe It is important to track your phone before you delete your data as it won't be possible after.   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.   You can find a list of such applications for the different mobile OS on this blog post.   Remember if someone has taken your phone and you've tracked it down, the safest thing to do is call the police.   Register your phone Register at Immobilise, 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.     Find a new phone You may wish to purchase a cheap basic phone until your insurance pay out. Please review this thread listing affordable basic phones. It's also worthwhile checking out eBay and Amazon for a decent deal.  
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You've found your phone and / or SIM - that's great news! This article will guide you on what to do next.   More Information Your giffgaff SIM If you reported your SIM as lost / stolen and ordered a replacement SIM, your old one won't work anymore. We ordered a replacement SIM card as soon as you declared your SIM lost or stolen. It will arrive at your address within 1-3 working days. Once it arrives you'll need to activate the SIM here. Your phone number, goodybag & any remaining airtime credit will automatically be transferred to this new SIM card.   If you only had it temporarily suspended by our agents, we'll get the lifted for you.   Click here to request the lifting of the suspension.     Your handset or device If you blacklisted your handset but finally found it, please let us know and we'll unblock it for you. We'll need your handset's IMEI. Don't worry its easy to find, just dial *#06# and it will be displayed on your phone.   Send your IMEI number to us by contacting our agents here.   In order to have the handset / IMEI bar lifted, the replacement SIM must have been received and fully activated.   PLEASE NOTE: The handset / IMEI bar can take up to 5 working days to be removed by the escalations / tech team.     Handy Links Report your handset / SIM lost or stolen Help! I have lost my top-up voucher what should I do?    
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If your device is faulty when it arrives you can return it for a replacement or a full refund within 30 days of receipt as per our Terms & Conditions. This guide will explain the options available and provides you with easy to follow instructions for every step of the process.     More Information The device received within the last 30 days is faulty, what are my options?   We really are sorry to hear that you have received a faulty device and realise how disappointed you must be. Please don't worry, giffgaff will work with you to resolve this as quickly as possible. You now have two options available under our terms and conditions, these are: Return the faulty handset & receive a repair / replacement Return the faulty handset & receive a full refund. It's your choice and we respect whichever decision you make.   Please note that any physical damage not recorded with our courier (UK Mail) on receipt of your package will not be covered under the devices warranty. For more information on repairs not covered by your devices warranty please visit our guide here.   How do I return the faulty device within 30 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 faulty device please follow the below step by step instructions:   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 your phone" Select your reason for returning your phone. Please select the closest reason within that list, as our return centre will use it to confirm the fault. Please let us know if the phone has been damaged or exposed to a wet environment. Now select if you wish to returning your order for a replacement or for a refund Verify all the data you have input is correct and then select to book your return When your booking is confirmed, Please print the return form along with the postage label 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 that any physical damage not recorded with our courier (UK Mail) on receipt of your package will not be covered under the devices warranty. For more information on repairs not covered by your devices warranty please visit our guide here.   How do I prepare & package my faulty device?   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 faulty 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 faulty device in its original box. For further information on how to pack your device securely please view this helpful article from Royal Mail. Attach the address label securely to your parcel.   Sending your faulty device 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. If you need to use this method then you must pay for the parcel to be returned by 'Special Delivery'. Once the parcel has been accepted at our returns centre please contact one of our agents who will process a refund of the postage cost. The 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 faulty 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 faulty 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. You will need to rebook a new return using the above process. If your device goes past the first 30 days you will only be able to receive a repair to your device under the manufactures warranty. No refund will be possible after the initial 30 day period has expired (unless you have booked the return within the first 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 & confirm the fault. 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 What happens next will depend on which option you have chosen so we have detailed the process for each option below:   Replacements As soon as your faulty handset is assessed by our repairs centre and the fault is confirmed to us we will get a replacement handset processed straight away. This process should take no longer than 5 working days from receipt of your handset by our repairs centre. You will receive a email from giffgaff with a new tracking number so that you can track delivery of your new replacement handset on the UK Mail website.   If we don't have the available stock on the site / or we no longer sell the phone, a full refund will be issued to you. Refunds - Ratesetter Loan If after our returns centre inspect for any damage or missing accessories & confirms the fault 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 & confirms the fault 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 PAC - How can I get mine to transfer my number?
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Service books provide the BlackBerry smart phone with the required information to interact with the BlackBerry Infrastructure. Service books also allow specific services on a BlackBerry smart phone. More Information How to verify the services available To view the service books on a BlackBerry smart phone, perform the following steps:   On the home screen, click "Options" Click "Advanced options" Click "Service Books"   How can I have the Service Books sent to me? You may need to have the Service Books sent to you for one of the following reasons:   One of the service books is out of date The BlackBerry smartphone service book database has been cleared The original service books did not reach the BlackBerry smartphone The methods available may differ according to the model and BlackBerry version it is running. Make sure that you have an active BlackBerry add-on before trying any of these methods.   Method 1 - With Blackberry Internet Service website:   Log in the Blackberry Internet Service website, In the "Settings" menu, click "Help", Click "Send Service Books", Click "OK"   Method 2 - Hard Reboot:   Remove battery from the device Leave the battery out for at least 30 seconds Replace battery and let the device reboot   Method 3 - With the email setup application   Log into the email setup application Click on "Menu" (or "Help") Click on "Send Services book"   Method 4 - Ask an Agent   If none of the methods above worked, you can contact an agent and ask them to resend you the service books.   Handy Links Guide to using a BlackBerry on giffgaff Troubleshooting issues on a BlackBerry BlackBerry's Knowledge Base  
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This article will guide you through the iOS Lock & Google Account Removal and explains the reasons why this needs to be done before sending your handset for sale.   More Information What is iOS/Activation Lock?   With iOS7 or later Apple introduced a new security measure called ’Activation Lock’, which is linked to ’Find my iPhone’. If the Activation Lock is still activated, the phone will be locked to your iCloud account which is only accessible with your Apple ID and password. When we try to test it or resell the phone, we will be unable to access any of the iPad or iPhone’s functions and the phone will become inoperable.   How do I deactivate the Activation Lock & remove my iCloud account?   Removing it is simple and won't affect your iTunes, Apple ID or anything linked to your iCloud account, It will only unlock the phone. Simply Follow the steps below: Go to settings General Reset Select Erase all content and settings Confirm Erase iPhone, then confirm again Enter your Apple ID password and select erase Now go to Settings on iCloud.com, then look at the My Devices section. If you don't see the My Devices section, your account just has access to iCloud web-only features. To gain access to other iCloud features, set up iCloud on your iOS device or Mac. In the list of devices, click the one you want to remove. Click the Delete button (X) next to the device. If you don't see the Delete button, click Remove Device (below the device's serial or IMEI number).   How do I find my Apple ID?   If you’ve forgotten your Apple ID or want to find out more you can visit http://www.apple.com/uk/support/appleid/   I've already sent you my phone and didn't remove my iCloud account, what can I do?   Don't worry you can still remove remotely from your iCloud. Simply Follow the steps below: Go to https://www.icloud.com/ and enter your Apple ID and password Select Find My iPhone Select all phones and select your phone from the list Select Erase iPad/iPhone Confirm Erase iPhone, then confirm again Enter your Apple ID password and select erase Now select 'Remove' and the iPhone / iPad will be removed from your Apple ID   How do I delete my iCloud account if my iPhone is faulty or broken?   Even if you can't access your phone because it is faulty or broken you can still remove activation lock / iCloud account. Removing your iPhone via Find my iPhone is easy and it won't affect your iTunes, Apple ID or anything linked to your iCloud account, it will only unlock the phone. Simply Follow the steps below: Go to https://www.icloud.com/ and enter your Apple ID and password Select Find My iPhone. Select all phones and select your phone from the list. Select Erase iPad/iPhone Confirm Erase iPhone, then confirm again Enter your Apple ID password and select erase Now select 'Remove' and the iPhone / iPad will be removed from your Apple ID   Why do I need to remove my iCloud account?   If the Activation Lock is still activated, the phone will be locked to your iCloud account, which is only accessible with your Apple ID and password. When we try to test it or resell the phone, we will be unable to access any of the iPad or iPhones functions and the phone will become inoperable. Therefore, we won't be able to offer the full price for it as the phone will be locked to your Apple ID.   How do I remove my Google account from my Android phone?   You can remove your Google account by following these simple steps: Open your phone's Settings app Under "Personal", tap Accounts Tap the account that you want to remove. If it's your Google account, first tap Google. Tap More and then Remove account If this is the only Google Account on the phone, you may need to enter your phone's pattern, PIN or password for security.     What is Samsung Find My Mobile & How can I remove it?   This is a feature of Samsung phones that allows you to find, lock and wipe your phone remotely. In order for our recycling partner, Redeem to process a Samsung phone, this feature will need to be disabled and your Samsung account will have to be removed. If this is not done, your phone will have to be sent back to you. Unfortunately Redeem are unable to remove this feature for you.   You simply have to remove your Samsung account from the phone. If you still have the phone go to: Settings Accounts Samsung Account Tap Samsung Account ID (The email address) Remove Account If you've already sent the phone to us you can still remove your account by going to http://findmymobile.samsung.com Login with your Samsung account details and select the phone from the registered devices list. Just click the trash bin icon and accept the disclaimer and it's done.   Preparing, sending & tracking your parcel   Preparing, Sending & Tracking your Parcel (Opens in a new Article)
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This article will assist you in locating your out of warranty quotation & will guide you on how to pay for your repair or unrepaired return.   More Information Why is my handset repair not covered under the manufacturers warranty?   For more information on your handsets warranty please refer to your warranty documentation (Usually included within the box when you purchased your handset). You can also take a look at our helpful warranty FAQ here   Generally the manufacturers warranty usually covers:   Manufacturing flaws / problems with workmanship Defective materials or parts If you have a valid warranty and your phone develops a fault then the manufacturer will usually repair it.   In general If the fault occurred due to: An accident Misuse Exposure to liquid or other external factor You have tampered with the phone or attempted a repair the handset yourself You would be responsible for the cost of the repair.   Please note: The list above is only a general overview and is not exhaustive. Please consult your warranty documents to get a full list of exclusions.   Where can I view my repair quotation?   Your out of warranty repair quote can be viewed by following the below step by step process:   Login 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:     Select Track return / repair     Under the Job history section select "View Repair Quote"   You should now be able to view your out of warranty repair quotation.   If you need a breakdown of your quote you can ask one of our member services agents who will be happy to provide this for you.   I accept my quote, how do I pay for my repair?   If you wish to proceed with a repair & accept the quotation given then you can proceed by following the below step by step process:   Login 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: Select Track return / repair Under the Job history section select View Repair Quote Under the accept or decline a quote section, select the radio button marked accept the repair Now enter your debit / credit card details to pay for your out of warranty quotation & select the Confirm Payment button.   You have now payed for your out of warranty repair.     Can I have the handset returned without repair?   YES. You can decline the quotation offered and request to have your handset returned to you without any repair work being completed, Please follow the below step by step process:   Login 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: Select Track return / repair Under the Job history section select View Repair Quote Under the accept or decline quote section select the radio button marked Decline and get your device back   If you have requested that your handset be returned unrepaired you will have to pay a standard fee of £15. This fee must be paid before your device gets dispatched to you. You will be automatically directed to the payment screen where you can pay the fee with a debit or credit card.   What should I do if I don't want my handset repaired or returned?   In the event that you do not wish to have your handset repaired or returned then please follow the below step by step process:   Login 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: Select Track return / repair Under the Job history section select View Repair Quote Under the accept or decline quote section select the radio button marked Decline without getting your device back   giffgaff will safely recycle your device so you don't have to.   Looking for a new phone? Why not head on over and see what great deals are available from giffgaff. We have a great selection of new, refurbished & pre-owned handsets available to suit everyones needs & budget.   Can I have my handset inspected by another company / repairer?   Yes of course you can. Please use the instructions listed within the above topic "Can I have the handset returned without repair?" to have your handset returned without repair.   Please note: If your handset is still within the warranty period any repair MUST be carried out by a authorised reparier approved by the manufacturer or you may invalidate your existing warranty.   Handy Links   Handset Warranties How to return a faulty phone Phone Return Instructions  
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