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top up and gooybag purchases (current problems, glitches, restrictions)

Started by: sloz
On: 20/01/2019 | 22:25
Replies: 8
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by: sloz
on: 20/01/2019 | 22:25 edited: 04/03/2019 | 14:34

As some of these have persisted for quite a while (over 6 months) I though I'd just give a run through to point them out to customers /helpers,

 

 


(TOPPING UP ANOTHER NUMBER VIA THE APP )


There's currently a glitch when trying to top up another number on the giffgaff app via the main account page
You'll be presented with the error
"sorry, due to an issue, we've had to block topping up another number, we're working to fix this"

 

You, can still use the app,
Click the menu button
(3 horizontal lines in the top left corner)
And clIck
"ways to buy"

Click "top up"
And click "top up a different giffgaff number"

You're in effect completing the proccess using the same pages and layout as you'll find logged in with a browser
Or
You can of course just log in with a browswer

 

 

 

(BUYING A GOODYBAG DIRECT WITH A VOUCHER VIA THE APP)


again a glitch on the app when going via the main account page,
Once you select your goodybag
and click
Payment method
on the list of ways to pay,

using a voucher is omitted

You again need to click the 3 horizontal lines menu button
And click "ways to buy"
You'll again be presented with the layout as though using a browser, and all 4 payment methods are visible

 

Alternatively, buy a goodybag direct from a voucher by calling 43430 and pressing option 2
Cut off time for queuing a goodybag is before 10pm on the last day of your current goodybag
(before 9pm on the top up line) 

 

 

 

(BUYING A GOODYBAG WITH YOUR BALANCE OR A VOUCHER VIA A BROWSER)


There's currently a glitch where the correct ways to pay page doesn't appear
This arises in these circumstances

You're using a browser
And
You don't have a live goodybag
And
You have your debit card details saved and set as your default payment method

 

Under those circumstances, you're taken directly to pay by debit card,
To continue using the browser to buy a goodybag, you would need to remove your debit card details
Or
Add PayPal details and click to use as your default payment method

 

Alternatively, use the app
(Going via the main account page if using your balance)
(clicking 3 horizontal lines and clicking ways to buy if using a voucher)

Or
Using the top up line by calling 43430 and pressing option 2

 

 


(BUYING A £25 GOODYBAG WITH A VOUCHER)


Currently giffgaff don't supply £25 vouchers and customers have been buying £15 and £10 giffgaff vouchers,
which needs 3 steps
(redeeming the two vouchers one by one and then converting the balance to a gooybag)

 

You need to buy an o2 £25 voucher,

You'll then be able to buy a goodybag direct with the voucher in one proccess
(taking note of the advice already given)

 

 

 

(BUYING A GOODYBAG AFTER PREVIOUS ONE HAS EXPIRED AFTER MIDNIGHT) 

 

I have noticed slightly more issues reported just after midnight, 

This occurs, when the status of your account hasn't updated,

You'll either see an image of your already expired gooybag 

Or

You'll see a "we're proccessing or updating your plan" message

Those will usually clear within the first 30 minutes after midnight buy occasionally will persist for several hours 

 

In those situations you're prevented from buying a goodybag, and you'll see a message that you can only add airtime credit at the moment 

Using the app will give an an account error asking you to contact an agent

 

Do always try and queue a goodybag

Or set your goodybag to recur 

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Message 1 of 9
by: jaymailsays
on: 21/01/2019 | 02:46

Useful information, especially  about vouchers and the £25 goodybag, weren't you tempted to mention the 1p glitch?

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Message 2 of 9
Highlighted
by: sloz
on: 21/01/2019 | 06:36

@jaymailsays wrote:

Useful information, especially  about vouchers and the £25 goodybag, weren't you tempted to mention the 1p glitch?

@jaymailsays

1p glitch? 

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Message 3 of 9
by: jaymailsays
on: 21/01/2019 | 11:56

@sloz wrote:

@jaymailsays wrote:

Useful information, especially  about vouchers and the £25 goodybag, weren't you tempted to mention the 1p glitch?

@jaymailsays

1p glitch? 

https://community.giffgaff.com/t5/Help-Support/Top-up/m-p/22920082#M8548478

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Message 4 of 9
by: sloz
on: 21/01/2019 | 12:05
@jaymailsays
Although the op says they used wifi, they didn't say that they had also switched mobile data off

so that's not conclusive of a 1p glitch
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Message 5 of 9
by: jaymailsays
on: 21/01/2019 | 12:20 edited: 21/01/2019 | 12:23

sloz wrote:

@jaymailsays
Although the op says they used wifi, they didn't say that they had also switched mobile data off

so that's not conclusive of a 1p glitch

@sloz Not to worry, henna is on the case now.

https://community.giffgaff.com/t5/Contribute/Topped-up-10-and-now-9-99/m-p/22933935#M545093

 

One member had a 1p deduction when the SIM was not even in a device.

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Message 6 of 9
by: sloz
on: 21/01/2019 | 12:30
@jaymailsays
Wether a 1p (or any ammount of deduction)
Is down to a mythical glitch or because of data usage
It needs to be impressed on customers there's no need to top up and complete a second step to convert to a goodybag

Likewise, helpers need to improve advice and not just advise to contact an agent to ask for a refund
But to offer further advice and tips so it doesn't happen again
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Message 7 of 9
by: jaymailsays
on: 21/01/2019 | 12:53 edited: 21/01/2019 | 12:56

@sloz Cannot be mythical if a member did not have their SIM in their device and on checking online balance had 1p loss or glitch.

 

In my own case, I once received the reverse, a 1p extra when I randomly topped up £10 giving me a £10.01 balance.

 

Harrrrrrry has posted 11 x1p glitches just now.

https://community.giffgaff.com/t5/Contribute/Topped-up-10-and-now-9-99/m-p/22933935#M545093

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Message 8 of 9
by: sloz
on: 21/01/2019 | 13:06 edited: 21/01/2019 | 13:10

@jaymailsays
ok, I'll add.. I would say that probably on 9 out of 10 occasions is down to data usage

If we can educate everyone about the importance of using the one step proccess,
Even the very occasional glitches wouldn't happen


To clarify  Harrrrry has posted 11 threads which mentions a 1p deduction not a 1p glitch 

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Message 9 of 9