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. What is iOS/Activation Lock? How do I deactivate the Activation Lock & remove my iCloud account? How do I find my Apple ID? I’ve already sent you my phone and didn’t remove my iCloud account, what can I do? How do I delete my iCloud account if my iPhone is faulty or broken? Why do I need to remove my iCloud account? How do I remove my Google account from my Android phone? What is Samsung Find My Mobile & How can I remove it? Preparing, Sending & Tracking your Parcel (Opens in a new Article) 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. Back to top 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). Back to top 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/ Back to top 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 Back to top 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 Back to top 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. Back to top 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. Back to top 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. Back to top
If the device you received is faulty you can return it for a refund or for another phone of the same model within 30 calendar days of delivery. Please note that the fault must be confirmed by the repair centre or the device will be sent back to you. Booking Instructions Packing Instructions What happens next? Model Cancellation Form Handy Links Booking Instructions When you want to return a phone, we ask you to book it on the website first so we can give you a postage label to return your phone free of charge. To book your return: Log in and go to your order history. Click "View Details" to the right of the order you want to return and then on the next screen click "Return your phone" to start the booking process. Select your reason for returning your phone. Make sure to select the closest reason in the 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. Select if you are returning your order for a refund or for a replacement. Verify all the data is correct and book your return. When your booking is confirmed, print the return form and the postage label. If for any reason you can't book your return online, please contact the agents Back to top Packing instructions Prepare your parcel according to the instructions on the returns form. Keep hold of your SIM card and make sure your personal details (contacts, photos, apps etc.) are backed up. Please also disable any personal security code PIN and passcode lock. For further peace of mind and security of your phone you can perform a factory reset which will wipe all data from your phone. Note: Please disable any tracking / blocking software or services (e.g. Find my iPhone) ahead of booking in your phone return as your return can't be processed until it's disabled. The parcel must contain: The phone with its original box. All accessories (e.g. battery, charger, memory card, headphones, free gifts etc.). The value of missing items will be deducted from the refund. The printed return form. Please ensure you pack the item securely and include the return form in the package. Use the address label and securely attach it to your parcel. We provide a free of charge tracked label with the return form so you can return your device using the Royal Mail 24 tracked service. This parcel needs to be accepted at the post office so that the bar code can be scanned and a receipt issued for your parcel. Keep this receipt safe as it's your 'Proof of posting'. Under no circumstances should the parcel be posted in a letter box. Important information If you are unable to print the free postage returns form, then 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 and reference code and also your returns address. If this method is used then you must pay for the parcel to be returned by 'Special Delivery'. Once the parcel has been accepted at the returns centre contact an agent who will refund the postage cost. The post office will issue a receipt which should be kept as your proof of posting. If you're returning a phone with a defective battery then Royal Mail will only carry equipment with batteries where the battery is: Packed separately/securely within the package, or attached within the device. The battery is an integral part of the equipment (i.e. non removable). If your phone is being sent due to a suspected battery fault then please contact an agent before sending. Your parcel must be accepted at a post office within 14 days of booking it. Past this date, the return centre will send the parcel back to your address. Back to top What happens next? When the return centre receives your parcel, you will receive an email to confirm its receipt. The repair centre will check the phone and verify it for any damage or missing accessories. If your order is still in its original sealed box, please return it this way as it will speed up this process. When this check is over, the return centre let you know if your return is accepted. If your return is accepted, your request is transferred to the finance team. If your return is rejected, the parcel is returned to your address. Track the progress You can track the progress of the checks until this point by going back to the booking system. Login & go to your giffgaff dashboard Click on My Payments & then My order history Select your order Click "Return your phone" You will now have access to the status of your return. Replacement If you asked for a replacement, another phone of the same model will be sent to you. Once the order is made, you will receive an email to confirm it. It is sent for delivery on the next working day. Please note that our team may contact you if the phone you returned was damaged or incomplete, or if this phone is not in stock. Refund Our finance team will calculate the amount of the refund. Refunds are calculated from the total value of your order. If you are returning an incomplete order, or if its content has been damaged, the value of the refund will be reduced accordingly. Refunds are made by the same method of payment used for the original order. Please allow for 3 to 5 working days for the money to reach your bank account. If you selected to spread the cost of your order, we will also ask our peer-to-peer partner to cancel your loan and refund any money which you already paid. Back to top Handy Links Model Cancellation Form Phone Return Instructions PAC - How can I get mine to transfer my number? Back to top
Our 4G service operates on the 800 MHz (also known as band 20). How to check your devices compatibility with our 4G service What frequencies does giffgaff's 2G & 3G services use? Handy Links 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. Back to top 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 Back to top Handy Links Guide to 4G Connecting to 4G Guide to goodybags and gigabags Back to top
Tethering is sharing or using your mobile internet connection for another device (e.g. laptop, tablet etc) through WiFi, a USB connection (cable/dongle), or any other connectivity method. For example, an iPod Touch (effectively an iPhone without 3G) or a WiFi-only iPad can be made to use your Giffgaff data allowance via your phone, saving the cost of a separate data SIM. Before proceeding, please note that giffgaff allows tethering: on goodybags with a limited internet allowance; on all gigabags; when internet data is being paid for using airtime credit balance Tethering is not allowed on goodybags with unlimited internet allowance. Tethering Policy. In this article we initially consider tethering an iPod Touch or WiFi-only iPad to a Nokia feature phone. We then go through advance phone set-up for when it doesn’t “just work”, and finally, tethering a Blackberry Playbook to a phone. Tethering with an iPod or iPad Back to top In most cases, tethering is very easy to set up. Normally, all that should be necessary is to disable WiFi on the iPod, enable Bluetooth on both the iPod and the phone, and create a Bluetooth pairing between the devices. On the phone Bluetooth menu (Menu > Settings > Connectivity > Bluetooth) ensure that Bluetooth is on, then under My phone’s visibility, set to Temporarily visible. On the iPod under Settings > Bluetooth, ensure Bluetooth in on, wait for the phone to be detected, then connect to it. You will be asked to confirm a PIN number on both devices to guard against a spurious pairing by a stranger. It may be necessary to sleep and resume the iPod after disabling WiFi in order to get to forget the WiFi connection. If that doesn’t work you might try rebooting it, but that shouldn’t be necessary. You should now find you can access the Internet from the iPod. When it does not work Back to top If your phone is locked to O2 then your giffgaff SIM will work just fine for voice, texts and data, but may not accept tethering. You may find that you can connect via Bluetooth but the connection drops out after a few seconds. The simplest solution (but not the cheapest) may be to get your phone unlocked, then reset to factory settings. Alternatively, you can set up the data settings by hand. The following instructions have been tested with a Nokia C1-01 and an Asha 300 but Nokia phones all seem to have very similar menu structures (excepting the Windows 8 Lumia range) and so they should work or be easily adaptable to any reasonable modern Nokia phone. For other brands of phone it should be possible to find equivalent settings. Navigate to the Connectivity menu (Menu > Settings > Connectivity) and select Packet Data, then Packet data settings. Now select Edit active access point, then Packet data access point. Enter giffgaff.com then select OK and return to the home screen. Now select Menu > Settings > Configuration > Personal configuration settings. Select Add new, or Options > Add new, then select Access Point. Under the Access Point menu, select Account name and enter giffgaff.com. Still under the Access Point menu, select Access point settings then Bearer settings, and enter these settings: Pack. Data acc.pt: giffgaff.com Network type: IPv4 Authentication type: Normal User name: giffgaff Password: (leave blank) Return to the Configuration menu and make sure the following are set (setting them if necessary): Default config. sett: giffgaff Preferred access pt: giffgaff.com Now try connecting the iPod. Hopefully you should be able to access the Internet. Tethering with a Playbook Back to top A Blackberry Playbook can be tethered to a phone as follows. (you may be able to adapt these instruction for an Android tablet.) Set the phone Temporarily Visible as described above. On the Playbook, select Bluetooth under the Settings, and ensure that it’s enabled. Now tap on Add New Device, select the phone when it’s discovered, and confirm the connection on both the Playbook and the phone. Under Settings, now select Internet Tethering. The phone should be shown as a Bluetooth device to tether to. Tap Add profile, and enter he following details: Connection Name: giffgaff APN - Access Point Name: giffgaff.com Login: giffgaff Password: (leave blank) Tap Connect, and you should now be able to access the Internet.
If the phone you've purchased on giffgaff becomes faulty during its warranty period, you can return it for a repair. Can I send my phone for repairs? Return instructions What happens next? What if my phone is out of warranty? How to track your repair Can I send my phone for repairs? We accept repairs for all the phones which have been purchased on giffgaff and which have not been exposed to a damp environment or damaged with liquid. Please note that member damages voids the phone's warranty. If you are sending a damaged phone and this phone is repairable, we will repair it at a cost and issue a quote. Back to top Return instructions If you need to send your phone back for a repair, please log in and go to My giffgaff. Click on view in My order history and select the phone which needs being repaired. Click on the Return Phone button and select the most appropriate issue to describe your phone's problem. This will display a list of troubleshooting questions which are used to confirm your phone's issue and categorise it. Please select the most appropriate diagnostic and follow the on-screen instructions to identify if your phone needs to be be repaired. If your issue requires a repair then you will be able to book this repair there, and you will receive the instructions on how to return your phone. Once your booking is confirmed, you can track the status of your repair in My orders Make sure to follow all the instructions and to send your phone in a protective package. Please use the label provided to send your phone free of charge. Don't forget to remove your PIN or lock code and any other kind of protection so the phone fixers can turn ON your phone and confirm the issue. Please also make sure that all your data are backed up as your device will be flashed to the latest software version. For more detailed instructions on the returns process then please look at: Phone Return Instructions How to return a faulty phone Back to top What happens next? Once our phone fixers receive your parcel, they will confirm your booking and will try to replicate the issue you identified with the troubleshooting tool. If it's not the right phone, or if it was received without being booked then it will be returned to you. If the phone fixers are able to reproduce the issue, they will start repairing your phone and will send it back to you once it's ready. It may happen that your handset will fall under one of the following categories: The phone fixer is unable to reproduce the fault. They will try to contact you for more details. The phone is under warranty but not repairable. The phone fixers will order a suitable replacement for your phone. The phone fixer does not have the right parts available. They will order the parts straight away and repair your phone when they arrive. If these parts are not available within 5 working days, the phone fixers will order a suitable phone replacement instead. Back to top What if my phone is out of warranty? If your phone has been damaged it will void its warranty. You can still send your phone for repair but you will be charged for it. When the phone fixer receives the phone and identifies it is out of warranty they will call you to explain the details of the quote and propose to you one of the following options. Paying the quote and have your phone repaired. Paying the £15 fees for the quote and have your phone returned. Ask us to recycle your phone. Payments can be made over the phone with a debit or credit card. If you are tracking the progress of your repair from My Orders you will be able to identify the repair is on hold and that the phone fixers will contact you about the quote. Please make sure to keep your phone is handy to answer their call. Please note that you must answer within 3 weeks. If no answer is received to the quote after 3 weeks, your phone will be recycled. Please note that the warranty indicator displayed in the Returns and Repairs section of the website reflects the warranty period of your phone (i.e. is it still covered by the manufacturer) and not its current status (i.e. is this particular repair covered). Back to top How to track your repair You can track the progress of the checks up to this point by going back to the booking system. Log in and go to My giffgaff. Click on My Payments. Select you order. Click the Return phone button. There you will have access to the status of your return. Back to top
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. If you are looking to return a faulty phone, please see this article instead. Booking Instructions Packing Instructions What happens next? Model Cancellation Form Handy Links Booking Instructions When you want to return a phone, we ask you to book it on the website first so we can give you a postage label to return your phone free of charge. To book your return: Log in and go to your order history. Click "View Details" to the right of the order you want to return and then on the next screen click "Return your phone" to start the booking process. Verify all the data is correct and book your return. When your booking is confirmed, print the return form and the postage label. Please note that you must book the return within 14 days following the receipt of the order to be entitled to a refund. If for any reason you can't book your return online, please contact the agents Please note: This link will only work if you have purchased a handset from giffgaff. This is so we can record that you want to return your phone, and send you the instructions to return your order. You can also use the 'Model cancelation form' in the handy links section of this article. If you bought a goodybag as part of your phone order and want this goodybag to be refunded, please contact the agents once you have booked your return so it will be included with the refund. Please note: This link will only work if you have purchased a handset from giffgaff. If you wish to transfer your giffgaff number, you will need a PAC code. You can ask for it on this page. PAC codes are valid for 30 days. Please note that by cancelling your goodybag & SIM means that we will close your giffgaff account. Back to top Packing instructions Prepare your parcel according to the instructions on the returns form. Keep hold of your SIM card and make sure your personal details (contacts, photos, apps etc.) are backed up. Please also disable any personal security code PIN and passcode lock. For further peace of mind and security of your phone you can perform a factory reset which will wipe all data from your phone. Note: Please disable any tracking / blocking software or services (e.g. Find my iPhone) ahead of booking in your phone return as your return can't be processed until it's disabled. The parcel must contain: The phone with its original box. All accessories (e.g. battery, charger, memory card, headphones, free gifts etc.). The value of missing items will be deducted from the refund. The printed return form. Please ensure you pack the item securely and include the return form in the package. Use the address label and securely attach it to your parcel. We provide a free of charge tracked label with the return form so you can return your device using the Royal Mail 24 tracked service. This parcel needs to be accepted at the post office so that the bar code can be scanned and a receipt issued for your parcel. Keep this receipt safe as it's your 'Proof of posting'. Under no circumstances should the parcel be posted in a letter box. Important information If you are unable to print the free postage returns form, then 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 and reference code and also your returns address. If this method is used then you must pay for the parcel to be returned by 'Special Delivery'. Once the parcel has been accepted at the returns centre contact an agent who will refund the postage cost. The post office will issue a receipt which should be kept as your proof of posting. Please note: This link will only work if you have purchased a handset from giffgaff. If you're returning a phone with a defective battery then Royal Mail will only carry equipment with batteries where the battery is: Packed separately/securely within the package, or attached within the device. The battery is an integral part of the equipment (i.e. non removable). If your phone is being sent due to a suspected battery fault then please contact an agent before sending. Please note: This link will only work if you have purchased a handset from giffgaff. Your parcel must be accepted at a post office within 14 days of booking it. Past this date, the return centre will send the parcel back to your address. Back to top What happens next? When the return centre receives your parcel, you will receive an email to confirm its receipt. The return centre will check the phone and verify it for any damage or missing accessories. If your order is still in its original sealed box, please return it this way as it will speed up this process. When this check is over, the return centre let you know if your return is accepted. If your return is accepted, your request is transferred to the finance team. If your return is rejected, the parcel is returned to your address. Track the progress You can track the progress of the checks until this point by going back to the booking system. Select you order in the order history and click "Return your phone" again. There you will have access to the status of your return. Refund Our finance team will calculate the amount of the refund. Refunds are calculated from the total value of your order. If you are returning an incomplete order, or if its content has been damaged, the value of the refund will be reduced accordingly. Refunds are made by the same method of payment used for the original order. Please allow for 3 to 5 working days for the money to reach your bank account. If you selected to spread the cost of your order, we will also ask our peer-to-peer partner to cancel your loan and refund any money which you already paid. Back to top Handy Links Model Cancellation Form How to return a faulty phone PAC - How can I get mine to transfer my number? Back to top
Mobile phone insurance is something everyone has heard of, but many - either through worry about incurring extra costs, or genuine lack of need - don't see it as essential. If you are among the members who feel more comfortable with that extra protection, this guide is for you. Where to look for an insurance policy Choosing a phone insurance Water damages Where to look for an insurance policy Modern smartphones are expensive and sadly they are attractive to thieves. With slim frames and touchscreens, they're also less durable, even for the most cautious users. The manufacturer's warranty does not cover for lost / stolen phones or for member's damages and you will have to look elsewhere for protection. So if you need cover for loss, accidental damage (such as scratches on the screen) or water damage or even steeper replacement costs, you'll need to opt for phone insurance. If you are looking for a mobile insurance, it's important to make sure that your are not already covered by one of your existing insurance (starting with your home or bank account / card insurance) as but with the monthly average insurance costing £8.20 per month (from mobile retailers), you could be paying £100 a year on unnecessary insurance. Which? Mobile, the UK’s leading consumer association offer the following tips to consumers when considering their options for mobile phone insurance: Before you buy, read the terms and conditions carefully, check the excesses and exclusions and weigh up the policy. It's worth bearing in mind that if you don't have mobile insurance, you'll be liable for the cost of any calls made if the phone is stolen. Some retailers will try to bundle in mobile phone insurance when you sign up for a new contract and handset, especially for high-end models. But don't be pushed into buying the first mobile insurance policy you're offered. You could find a better deal if you take a bit of time to shop around. If you do buy mobile insurance, by law the seller must send you a policy summary setting out the key points in the cover and a 'statement of demands and needs' to show why you were recommended the insurance in the first place. If you take out mobile phone insurance and then decide you don't want it, you have a 14-day 'cooling-off' period, starting from the day you purchased it, during which you can cancel the policy and get your premium refunded in full. Tara Evans at This is Money also offers great advice for those who may be considering getting an insurance policy here. Back to top Choosing a phone insurance giffgaff doesn't offer phone insurance, so to get cover you'll have to go to a third-party provider. Fortunately there are plenty around, but it's important to make sure you get the right cover. Type of cover and cost varies between basic or fully comprehensive cover, is it's worth considering a few things: Do you need cover for liquid damage? Do you need cover for loss? (often this isn't included as standard) How quickly will a lost/damaged/stolen phone be replaced? Is there an excess? Does the insurance cover any other users? (it's usually immediate family, but the definition of this varies between insurers) Are unauthorised calls included? Is the UK the only region covered? Does cover start immediately? Insurance providers have exclusions in their terms and conditions, these vary slightly from company to company, but tend to be similar. Insurers will not pay: For more than one claim of the same type (accidental damage, liquid damage, theft, loss) in a single period If your phone has been left unattended - say you leave it on a table in a pub and go to the bar If a stolen iPhone hasn't been reported within 24 hours and you don't have a crime reference number or police report if you aren't in the UK Calls won't be covered unless you inform (giffgaff) within 12 hours Within 14 days of the cover being taken out If someone else was using your phone, with the exception of immediate family It's worth considering that most insurers have dedicated iPhone insurance. So if you've swapped to an iPhone from another handset and you've got insurance, let them know. Back to top Water damages If your phone is still under manufactures warranty, you will find that unfortunately water damage is not normally covered. The phone fixers can easily tell if a phone has been damaged by water by looking at the damage indicators, these are little stickers inside the phone or attached to the battery that turn pink or red when they come into contact with water. Please do not send your giffgaff phone for repairs if it has been water damaged, as our phone fixers won't be able to repair it and will simply returned it to you. If you've got insurance there's a good chance you are covered for what's classified as ‘liquid damage’ depending on the term of your policy. Make sure to verify the details of the policy before signing up. Back to top
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. Report your phone lost Prevent users from using your phone (and more) Find a new phone Report your phone lost Back to top 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) Back to top 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 Back to top 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.
When you help giffgaff out by spreading the word, we reward you with payback points. This article explains how these points are calculated and paid out. Sending a SIM to a friend (500 points) Recommended by (200 points) How to keep track of your points If you did not receive your points Sending a SIM to a friend (500 points) Back to top Once you've activated your own SIM, the best way to earn extra points is by ordering free SIM cards via your "Spread giffgaff" pages to give to your family and friends. We made it easy for you, you can either receive the SIMs you ordered to give them out by hand or get them delivered straight to your friends. As SIMs ordered via "Spread giffgaff" are automatically linked to your account - when one of these activates you'll earn 500 points and your friend will also get £5 free credit. You will receive an email confirming your friends have joined giffgaff when they activate their SIM cards - those points will be available on your next monthly statement. Note: Please order wisely, there is a limit of 30 SIMs per member per month - this is to keep our costs down. If you've reached your max, it may be possible to increase this limit, you will have to contact an agent to do this. To earn more points, we advise you to use your personal order page to start recruiting people online, with the following method: Start by reading the Little black book, it will give you a few solid tips Go to your Spread giffgaff page to find the link to your personal SIM order page. (http://giffgaff.com/orders/affiliate/[yourmembername]) Post your link with a personal message on your Facebook, twitter, etc ... to advertise it to your friends. You can do it regularly, but be considerate, you would not want to spam your friends. Create a banner and include it in your forum signature, website or blog. Participate on the "Welcome & Join" board. A lot of prospective members are browsing it for information before they join, they are likely to click on your banner if you help them. When someone clicks on your personal link, they'll be able to order a SIM themselves, and you will receive 500 payback points when this SIM card is activated. These points are also available on your next monthly statement. Recommended by (200 points) Back to top If someone has ordered a SIM directly from giffgaff rather than through a referral link, they'll have the option to fill in the phone number of a friend who recommended them. That way, if they've heard of giffgaff from you, but you didn't give them a SIM yourself, you can still get rewarded - maybe without even knowing it. If someone enters your phone number as the "referrer" in the recommended by box during activation, this earns you 200 points. The new member will not receive any bonus credit, as this is a SIM they will have ordered themselves. Note: If the SIM has been ordered via "Spread giffgaff" the recommended by box will be hidden, as we already know which member it is linked to. For more information on how to order SIM cards just click here. How to keep track of points Back to top Everyone can see their up to date payback points on their My giffgaff page. The payback widget shows your total points accumulated since the beginning of the payback period. Payback points are calculated monthly in the first 5 working days of the month and include all points you earned in the whole of the previous month up until midnight on the last day of the month. giffgaff then update the payback points on your My giffgaff page. If you opt in to receiving emails from giffgaff, you will receive a Points statement by email. These are also sent out around the 5th working day each month and give you details of points awarded for the previous month and your total points. To opt-in go to: My giffgaff > My Details > Contact permissions > Change. Tick in the box 'Give me info and offers about giffgaff' and then click 'Change'. If you change your mind you can of course change this setting at any time. If you are worried about receiving hundreds of giffgaff marketing emails please don't as we feel the same way about spam so we will not do it. If you did not receive your points Back to top If you think you're missing points, please make sure none of the following solutions are applicable before contacting an agent: Your points are not showing yet If the SIM card has been activated this month, remember your statement is produced on or around the 5th business day of the following month - i.e. the activations made over a month are only tallied up and made available in the payback statement after the 5th business day of the following month. These points are then paid out with the following payback payment, according to the method you select then. PLEASE NOTE: As payback is credited to your account in waves, your dashboard widget may at times display an incorrect / inaccurate figure and should therefor only be used as a guide during the update process. Your confirmed payback for the month will be sent to you via your your monthly points statement. If you feel that your payback is inaccurate please await your points statement before contacting an agent. The SIM has been used for SIM Swap If you find the number of SIM cards which has been ordered from your Spread giffgaff" page does not add up, it's worth checking with your friends if your SIM cards have been used for SIM Swap. SIM cards used for SIM Swap do not give payback points, as the members was already registered. Your recruit used another SIM card SIMs ordered via "Spread giffgaff" are automatically linked to your account and you'll receive an email / newsfeed notification when they join. If your friend has activated - and you haven't seen points on the following month's statement, firstly check with your friend that they activated the SIM you gave them, as it's possible that your friend has activated another SIM - either one they ordered directly from the website, or one from another friend. Your personal URL is incorrect Make sure that the personal URL you give is correct or your friends won't be able to use it to order SIM cards. Just try out your URL in a browser and verify it links to your personal order page correctly. My friend wasn't presented with the 'Recommended by' box SIMs ordered through "Spread giffgaff" are automatically linked to your account for points. When one of these SIMs goes through the activation process the 'recommended by' box is hidden, as we already know it's one of your SIMs. If your friend is using a SIM card from another member, they won't be able to use this feature to give you the points for the same reason. If you think that none of these solutions explain your situation, then send a message to an agent including your friends member name, etc... and we will investigate the SIM history and award points where necessary. Handy links Back to top Guide to payback points
Zombie Apocalypse is knocking at your door and caught you unprepared? We put together a few suggestions to help you make it through the first few days. Run or hide? First thing first, should you stay home and prepare for a siege or run for it? While hiding seems safe, there is little chance that your home provides a suitable protection – consider the number of accessible windows to board up, or the total lack of panic room. Moreover, unless you have serious hoarding tendencies, you did not stock piled enough food. Our advice: Run for it (and as fast and as far away as you can) City or countryside? Now you are set on leaving your place, the question is where you should run to, a city or a nice quiet village? Safety in number is over-rated during a zombie attack and a city can quickly become a trap full of flesh-eating atrocities. Stop being blinded by the food prospects and aim for the country, there will be fewer attackers and you’ll see them coming. Added bonus: Country houses are full of blunt objects (axes, saws, etc...) and there are fields to grow stuff. Our advice: Retreat to the country Means of transportation Going to the countryside can prove a challenge in itself. Public transportations are out of the question as you really don’t want to be locked up in a train or coach at this point – provided the driver is still alive. Cars are not much better as the traffic jam will start at your doorstep and you’ll be out of fuel before you leave your own street. It’s time to go green for good. Our advice: Walk until you find a bike Main roads or back streets? Even in the early hours of a zombie assault, leaving the city can be tricky. You must choose your itinerary carefully and time is of the essence. Crowds are dangerous but going through back alleys is not much better (think hands out of the shadow). Stick to the high streets and places you know. Your best bet is to leave early when everybody is still watching it on TV and crowds won’t be such an issue. Our advice: Go for the main roads, but stay in the middle and avoid landmarks (and shopping centres). Weapon of choice Before you leave the city, you probably want to reassure yourself with the help of some weapon. As you don’t want to get too close to the undead, you’ll probably look for a long range weapon. That’s a mistake. Unless you have your habits at the local shooting range, we would go for a close contact weapon instead. Anything can do, provided it’s not slowing you down. Moreover, it’s easier to find than an assault rifle when you are in a hurry. Our advice: Go for a long handle and some weight (think sledgehammer or croquet mallet) or a samurai sword - if you happen to find one. If you have more survival tips, let us know and we will complete this guide. And ask yourself, is it safe out there?
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. What are the reasons for deactivation? When is a SIM card considered inactive? Is it possible to reactivate my SIM? Will my account be deactivated? What will happen to my existing credit? What will happen to my payback points? Handy Links 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. Back to top When is a SIM card considered inactive? A SIM card is deactivated when it has not been used for the last 6 months. The activity during this period is defined by: At least one call, SMS or MMS made to another number*; or At least one connection to Internet; or At least 4 received calls of more than 10 seconds each; or At least one top-up / purchase (credit or goodybag); Receiving payback points (for recruiting new members or participating to the Community). These criteria are defined to prevent the deactivation of members with very little activity or who are active on the Community without using their SIM card much. * For technical reasons, the following calls do not apply: emergency calls, SMS's or calls to giffgaff services (e.g. 2020, 43430). Back to top 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. Back to top 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. Back to top 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. Back to top 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. Back to top Handy Links Recycling mobile numbers @ giffgaff Back to top
Different reasons can explain why our members may think their balance decreases faster than their usage. We listed below the most common reasons. Symptoms Causes & Remedies Handy Links 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. Back to top 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 You are calling or texting a non-UK number. International calls, texts and data usage are not included in goodybags. 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 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. 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. Back to top Handy Links Can I buy a goodybag / gigabag with my existing credit? Roaming information & charges Special Charges Code of Practice Back to top
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: You still have minutes and data left in your active goodybag It's just a few hours before your goodybag expires You have set your goodybag to recur You already have a queued goodybag Handy Links 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 5 minutes or 5MB 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 5 minutes or 5MB 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. Back to top 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. Back to top 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. Back to top 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 ask an agent to cancel your existing queued goodybag first here. 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. Back to top Handy Links Airtime Credit - UK Prices Guide to queued goodybags Recurring goodybags guide Back to top
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! Login to your giffgaff account. Go to the Buy a goodybag section of the website. The link is found on top of every page under your community member name. 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. Click "Select" on the Goodybag you want. Here we're choosing the £18 goodybag. 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) Click "Airtime Balance" and then "Exchange Airtime Credit". (NB: If you tick the box to pay by card then you can only pay using a bank card) Your chosen goodybag should be added to your account as 'Active' or 'Queued' within a few seconds of the transaction being confirmed. Notes You must turn OFF recurring goodybags before buying a goodybag from credit. You cannot buy a goodybag if you already have one queued. 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 Back to top
This guide will assist you in updating your password / security question for your BlackBerry ID. How do I update my password & security question? Handy Links How do I update my password & security question? To update your security / recovery question from your phone Log into App World Click on the Menu key and select "Account information" You can update your password and security/recovery question within that section. Select save To update your security/recovery question on a computer Click here to login Select "Account Details" You can update your password and security/recovery question within the listed section. Select save Back to top Handy Links Guide to using a BlackBerry on giffgaff Troubleshooting issues on a BlackBerry Back to top
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. How to verify the services available How can I have the Service Books sent to me? Handy Links 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" Back to top 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. Back to top Handy Links Guide to using a BlackBerry on giffgaff Troubleshooting issues on a BlackBerry BlackBerry's Knowledge Base Back to top
When you are using a BlackBerry on giffgaff, you can make calls and send texts with any goodybag. However, to use BlackBerry Services, two solutions are possible depending on the model of BlackBerry phone you are using. General information Phones running BlackBerry 10 Phones running BlackBerry 7 or older Handy Links General information BlackBerry Services allow you to use the following services: Receive true BlackBerry push email from up to 10 different email accounts. Use the resident BlackBerry supplied browser to access the Internet. Install applications over the air (OTA) via the supplied resident browser. Use BlackBerry Messenger and send PIN-to-PIN messages. Back to top Phones running BlackBerry 10 If you are using a BlackBerry Z10, Q10, Q5 or Passport then these services are available with any goodybag and on Pay As You Go. You don't need to activate BlackBerry Services in My giffgaff. Back to top Phones running BlackBerry 7 or older If your phone is using BlackBerry 7 or an older version then you will need an active goodybag. After purchasing a goodybag go to My giffgaff. In the My profile and settings section, you'll be able to activate BlackBerry Services. Back to top Handy Links Guide to using a BlackBerry on giffgaff Troubleshooting issues on a BlackBerry Back to top
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. What is a PIN2 & Where can I obtain one? What is a PUK2 & How can I obtain one? Handy Links 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 Back to top 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. Back to top Handy Links Need a PIN1 Code? Request a PUK code Back to top
This article will assist members who need / want an itemised bill. Can giffgaff provide me with itemised billing? Handy Links Can giffgaff provide me with itemised billing? Unfortunately we do not provide members with itemised statements. As we are a PAYG network run on a budget it saves us money allowing us to bring you the great tariff's that we do. You can however view your usage using this link to your Usage Statement. If you need a proof of usage statement for an insurance claim then we can provide this. Please note that all proof of usage statements are sent direct to the Insurance companies & not to the member. You can request a proof of usage here. We created guides to explain how we charge your usage and to answer the most common questions about billing. You'll find them in the "Handy links" section below. If you did not find an explanation to your charges in these guides, do not hesitate to contact an agent, they will be able to investigate the matter for you. Give as much details as possible (including accurate times) so the agents can identify better the reason of the charge. Back to top Handy Links How do I check my giffgaff balance? I have a goodybag, why is my credit decreasing? Back to top