Dialling 43430, free from your giffgaff phone, will take you to the giffgaff top-up service. This is an interactive service where you can: Redeem vouchers Top-up your account Buy goodybags over the phone How to use the top-up service Simply dial 43430 from your giffgaff phone and don't withhold your number (we need to know it’s you). The 43430 number is stored on your SIM, just add it to your contacts for easy access. You’ll be talked through the options available. You can navigate around using the numbers on your keypad. Press 1 to Top-up with a voucher Press 2 to buy or start a goodybag early At anytime and in any menu Press # to go back Press * to return to the main menu Using the 43430 service you can Top-up, buy a goodybag and do so much more. Here's a few things you can do: Use a voucher to Top-up your balance Use a voucher to Top-up a friend's balance Hear your balance and your current / queued / recurring goodybags Buy a goodybag with your balance Buy a goodybag with a voucher (or voucher and balance combo) Queue a goodybag Start your queued goodybag early if you're running low on minutes or data Note: Recurring goodybags cannot be started early using this service. If you need to start a recurring goodybag then go to My giffgaff How to top-up with a voucher At the main menu Press 1 to Top-up Press 1 again to Top-up your own number Enter the 16 digit voucher code and submit If you need to buy a goodybag with this Top-up then Press 2 at the main menu Note: Be advised to switch OFF your mobile data connection when topping up unless you have available allowances. If you have your data service turned ON when you top-up your balance without having a goodybag or gigabag then background activity on your device might start using data and will be chargeable from your balance. How to Top-up a friend’s giffgaff account with a voucher At the main menu Press 1 to Top-up Press 2 to Top-up a friend’s number Enter your friend’s 11 digit phone number starting with 07 Enter the 16 digit voucher code and submit This will deposit the Top-up to the specified number. Your friend must Login if they want to purchase a goodybag or gigabag Note: The old method of hiding your calling line identity when dialling #31#43430 no longer works. Buying a goodybag from credit or starting one early At the main menu Press 2 to buy a goodybag where an automated message will tell you: How much you have remaining in your balance What you're current goodybag is and how much allowances you have left When it expires If you have another goodybag queued or set to recur To skip this menu Press 1 Depending on the status of your current and future goodybags will determine the next message that you hear. You’ll now be given different options for what you can do: Don’t have a goodybag? – Buy a goodybag to start today Have an active goodybag? – Queue a goodybag to start when the current one expires Have an active goodybag, but have run out of minutes or data? – Start a new goodybag today or bring your queued one forward Have a active goodybag and another one queued or set to recur? – You’re fully loaded and can only Top-up at this time When you’ve chosen what you want to do, you’ll be given the list of all goodybags & gigabags. Once you’ve chosen a goodybag you'll hear what comes with it or you can carry on to purchase it. When it comes to purchasing you’ll be given the option to use your balance or a voucher or a combination of both. Paying with your balance This will buy the goodybag using the credit in your balance. If you don’t have enough credit you’ll be asked to Top-up first or choose a different goodybag. Paying with a voucher You’ll be asked to enter your 16 digit voucher code. If your voucher is worth more than the goodybag you want to purchase then any remaining balance will be added to your Airtime Credit. e.g. Buying a £7.50 goodybag with a £10 voucher will buy the goodybag and add £2.50 to your Airtime Credit If your voucher is worth less than the goodybag you’re trying to buy, we’ll combine it with what’s already in your Airtime Credit and buy the goodybag e.g. You’ve got £5 in your balance and want to buy a £12 goodybag with a £10 voucher. After Top-up you're total is now £15 The goodybag will be bought from this new balance with £3 Airtime Credit remaining. If there still isn’t enough credit to buy the goodybag then the voucher credit will simply be added to your Airtime Balance. This means you will need to purchase another voucher to increase your Airtime Balance before you can buy the goodybag. Handy flow chart
This article will assist you to identify new, refurbished & marketplace handsets as well as explain the warranties that these handsets come with. Please note that warranty periods vary by device, manufacturer & the type of handset purchased (new, refurbished or marketplace handsets). New Handsets how to identify them & warranty information How does the warranty work for a new handset? Refurbished Handsets how to identify them & warranty information How does the warranty work for a refurbished handset? Marketplace Handsets how to identify them & warranty information How does the warranty work for a Marketplace (Pre-Owned) handset? Handy Links New Handsets how to identify them & warranty information All new handsets purchased from giffgaff come with a standard manufacture backed warranty. This means that should your handset develop a fault (excluding accidental or water damage) you can either return the handset for a repair (if required & decided upon by the engineers) to giffgaff or the original manufacturer within the warranty period. The warranty periods of your new handset can vary from 12-24 months (1-2 years) dependant on the manufacturer. Please see the below table for more detailed information: Manufacturer Handset Warranty Battery Warranty Charger Warranty Handsfree / Earphones Warranty (If included) Alcatel 12 Months 6 Months 6 Months 6 Months Apple 12 Months 12 Months 12 Months 12 Months HTC 24 Months 12 Months 12 Months 12 Months Huawei 24 Months 6 Months 6 Months 3 Months LG 12 Months 12 Months 12 Months 12 Months Microsoft 12 Months 6 Months 6 Months 12 Months Motorola 12 Months 6 Months 6 Months 6 Months Samsung 24 Months 12 Months 12 Months 6 Months Sony 24 Months 12 Months 12 Months 12 Months New handsets can only be purchased from https://giffgaff.com/mobile-phones these will be displayed as follows: Please note: You can also purchase refurbished handsets from this page but these are clearly marked as "Refurbished" for more information on these handsets please see here. Back to top How does the warranty work for a new handset? In the unfortunate event that your handset develops a fault you can either return the handset to giffgaff using our returns process or you can send / take it into the manufactures local repair centre. Please note that the following will apply with regards to your warranty expiry date: If my phone is repaired (but not replaced) WITHIN the first 30 days of purchase when will my warranty expire? Your warranty will expire 12-24 months (dependant on the handset purchased, please see the table above for exact warranty periods) from the date of the repair (In effect your warranty period will start afresh). If my phone is repaired (but not replaced) AFTER 30 days of your initial purchase date when will my warranty expire? Your warranty will expire 12-24 months (dependant on the handset purchased, please see the table above for exact warranty periods) from the date of your original purchase. If my phone is replaced WITHIN 30 days of purchase when will my warranty expire? Your warranty will expire 12-24 months (dependant on the handset purchased, please see the table above for exact warranty periods) from the date the handset is replaced. (In effect your warranty period will start afresh) If my handset is replaced AFTER 30 days of your initial purchase date when will my warranty expire? Your warranty will expire 12-24 months (dependant on the handset purchased, please see the table above for exact warranty periods) from the date of your original purchase. Back to top Refurbished handsets how to identify them & warranty information All refurbished handsets purchased from giffgaff come with a standard 12 month (1 Year) giffgaff warranty. You can purchase a giffgaff refurbished handset from here: https://giffgaff.com/mobile-phones these will be displayed as follows: All refurbished phones are in superb condition. These can be used phones that have been returned in near perfect condition or have gone through some level of refurbishment to improve their physical condition. There may be the odd mark or scratch but it will be barely noticeable. The phones have been checked and restored back to near their original state for re-sale. All refurbished phones are shipped in plain cardboard boxes and come with a USB data cable, for charging via PC or mains. Our refurbished phones are NOT supplied with a mains adaptor and are not supplied with additional software or a phone guide, (downloadable from manufacturers website). Back to top How does the warranty work for a refurbished handset? In the unfortunate event that your handset develops a fault you can ONLY return the handset to giffgaff using our returns process, your giffgaff warranty does NOT allow you to send it for repair with the manufacture or any other repair centre. Please note that the following will apply with regards to your warranty expiry date: If my phone is repaired (but not replaced) WITHIN the first 30 days of purchase when will my warranty expire? You warranty will expire 12 months (1 Year) from the date of the repair (In effect your warranty period will start afresh). If my phone is repaired (but not replaced) AFTER 30 days of your initial purchase date when will my warranty expire? You warranty will expire 12 months (1 Year) from the date of your original purchase. If my phone is replaced WITHIN 30 days of purchase when will my warranty expire? You warranty will expire 12 months (1 Year) from the date the handset is replaced. (In effect your warranty period will start afresh) If my handset is replaced AFTER 30 days of your initial purchase date when will my warranty expire? You warranty will expire 12 months (1 Year) from the date of your original purchase. Back to top Marketplace (Pre-owned) Handsets how to identify them & warranty information All Marketplace (Pre-owned) handsets purchased from giffgaff come with a standard 6 month giffgaff warranty. You can purchase a giffgaff Marketplace (Pre-owned) handset from here: https://giffgaff.com/mobile-phones/pre-owned these will be displayed as follows: Back to top How does the warranty work for a Marketplace (Pre-owned) handset? In the unfortunate event that your handset develops a fault you can ONLY return the handset to giffgaff using our returns process, your giffgaff warranty does NOT allow you to send it for repair with the manufacture or any other repair centre. Please note that the following will apply with regards to your warranty expiry date: If my phone is repaired (but not replaced) WITHIN the first 30 days of purchase when will my warranty expire? You warranty will expire 6 months from the date of the repair (In effect your warranty period will start afresh). If my phone is repaired (but not replaced) AFTER 30 days of your initial purchase date when will my warranty expire? You warranty will expire 6 months from the date of your original purchase. If my phone is replaced WITHIN 30 days of purchase when will my warranty expire? You warranty will expire 6 months from the date the handset is replaced. (In effect your warranty period will start afresh) If my handset is replaced AFTER 30 days of your initial purchase date when will my warranty expire? You warranty will expire 6 months from the date of your original purchase. Back to top Handy Links Returns and Repairs process How to return a faulty phone Phone Return Instructions Back to top
SIM Swap allows you to transfer your giffgaff number to a brand new SIM card including existing goodybags/gigabags and airtime credit. Handy Video How does SIM Swap work? Can I use SIM Swap to replace my lost / stolen SIM? Additional information Handy Links Handy Video Here is a quick video that will guide you through all the steps. Please Note: Effective from the 11th January 2017 any unactivated SIM can be used for a SIM Swap (It does not need to be less than 6 months old as shown within this video). If you would rather read about it check out the section below: Back to top How does SIM Swap work? SIM Swap is the process of replacing your existing SIM with a new SIM, moving your existing number etc to the new SIM. Please note: Effective from the 11th January 2017 you can use any unactivated SIM card to perform a SIM Swap. The restrictions on SIM's being less than 6 months old has been lifted, older SIM's can now be used. Before you start, you'll need a giffgaff SIM to fit your phone which has never been activated. If you don't have an unactivated SIM, you can order a new SIM here. (NB. SIM Swap does not change your number. To do that see this article instead). If you have an old unactivated SIM card and wish to check that it is suitable for a SIM Swap, simply pop the SIM into your handset, All suitable unactivated SIM's will show a giffgaff / O2 signal, next dial *100# and it should return a "non active" status message. If any other message is shown then the SIM is not suitable for a SIM Swap. Please order a new SIM here and on receipt of your new SIM continue the process below. To perform a SIM Swap: Back-up any contacts, texts and other data saved on your current SIM to your phone memory or PC, as this cannot be transferred through SIM Swap. Go to the Replace your SIM section of My giffgaff and click on 'Activate your SIM'. If you have an active PAC code on your account then the link above will not work for you. Instead follow this link to cancel the PAC code and proceed from the point above. Enter the 6 digit activation code of the new SIM card, and click 'Continue'. This is where SIM Swap starts. It will ask you to confirm that you want to swap SIMs. (You'll need to double check the SIM Serial Numbers (SSN) to confirm you've logged into the correct account.) After choosing "Yes, I want to replace my SIM" then "Yes, I'm sure", your old SIM will be deactivated and activation of the new SIM will begin. This may take anything from a few minutes to 24 hours - the 'norm' is around 30 minutes. Once you have pressed 'Yes I'm sure' click the button to take you back to My giffgaff where your dashboard will look like this. Once the SIM is activated your goodybag/gigabag and airtime credit will show. Put the new SIM into your device. Turn the device OFF/ON at 30 minute intervals until you get a signal and the SIM starts working. You have completed SIM Swap! Enjoy. I've lost my activation code, what do I do? If you have lost the plastic card on which the activation code was printed then simply enter the 13, 16 or 19 digit SIM serial number instead. The SIM Serial Number (SSN) is printed on your SIM card. Just look for the 13, 16 or 19 digit code located by the 3Ggg1 for 3G SIM cards or 4Ggg4 for 4G SIM cards. If you have a Nano SIM then enter 894411 first followed by the 13 digit SSN found on your SIM. Back to top Can I use SIM Swap to replace my lost / stolen SIM? When you lose your SIM card, you'll want to find the quickest solution to have your number back and SIM Swap looks like the best option. It's only advised if you meet the two following conditions: You don't need to bar your phone You already have an unactivated giffgaff SIM of any age If you don't match these two conditions, you should order a replacement SIM through the Lost & Stolen procedure. Note: As soon as you have ordered a replacement SIM you will not be able to perform a SIM Swap. If you try to perform a SIM Swap before receiving the replacement SIM it will fail, but your replacement SIM will be unaffected and you will still be able to activate the replacement SIM when it arrives. Back to top Additional Information You can only do a SIM Swap between 4:30am and 9:30pm. Once started, SIM Swap is non-reversible (your old SIM will be deactivated and rendered useless). SIM Swap does not change your mobile number SIMs used in SIM Swaps do not qualify for, and will not generate any bonuses or payback points even when originally linked to an affiliate account SIM Swap replaces your existing SIM with the new one. Once completed the new SIM will have your phone number and any existing airtime credit, goodybag or gigabag on it. All account information will remain the same. You can perform a SIM Swap even if you don't have any data allowance or airtime credit available. All giffgaff pages are free rated so you you won't loose any allowances or airtime credit. There are three types of SIM cards currently available from giffgaff 3 in 1 SIM – Currently issued. Standard/Micro SIM – No longer issued. Nano SIM – No longer issued. All of these SIMs are backwards compatible and can be used in any device using a 2G, 3G or 4G frequency. Note: You can use a 3G SIM in any 4G device but it may take longer for your device to establish a 4G connection. This is normal and can be solved by doing a SIM swap to the latest 3 in 1 SIM. Back to top Handy Links How do I report my phone and/or SIM lost or stolen? Can I use SIM Swap to replace my SIM? Tip to fix a faulty SIM activation Back to top
In this article you will find everything about giffgaff voicemail and how to use it. Handy Video Setting up your voicemail Voicemail commands Switching your voicemail ON/OFF Diverting your voicemail Voicemail pricing Going overseas Problems with your voicemail PIN Checking your voicemail from a landline or another mobile Changing the way you are notified about new messages The small print Handy Links Handy Video Here is a quick video that will guide you through all the steps. If you would rather read about it check out the section below: Back to top Setting up your voicemail When you join giffgaff your voicemail is automatically switched ON. You can access your giffgaff voicemail by dialling 443 from your giffgaff mobile. As well as checking messages, you can: Leave a personalised message - this is the message your callers will hear when you're not able to take their call. Set up a PIN - this protects your voicemail. You'll need to know your PIN to access your voicemail from another phone, and when you're overseas using a non CAMEL network. (Customised Application for Mobile network Enhanced Logic - this just means support of enhanced services like voicemail). Note: Only iPhones running iOS 7 or above can install the giffgaff carrier profile which is needed to enable the voicemail button on the phone application. You can still dial 443 to access voicemail. Back to top Voicemail commands When you first dial 443 you will need to set up a PIN, this can be between 4 and 10 digits long followed by the hash symbol (#). You will need to confirm this and press hash again. Now press star (*) to go to the main menu. The main menu Here you have four options. Each section has a series of key presses to carry out the options you want to perform. Listen to your messages - Option 2 Change your mailbox greetings - Option 3 Change your mailbox settings - Option 4 Get help - Option 1 Option 2: Listen to your messages. Press 1 to replay the message. Press 2 to save the message. Press 3 to delete the message. Press 8 to hear the message details. Option 3: Change your mailbox greetings. Press 1 to listen to the current greeting. Press 2 to record a new greeting. Press 3 to record a temporary greeting. Press 4 to record a new name. Press 5 to delete both your greeting and name. Press 6 for mailbox help. While you are in the menu above these commands are used: Press 0 to start or end a recording. Press 1 to listen to a recording. Press 2 to save a recording. Press 3 to re-record. Press * to cancel and return to the main menu. Option 4: Change your mailbox settings Press 1 to change the way you are notified of new message. Then press 1 for SMS delivery or press 3 for on-screen notifications. Press 2 to hear the date and timestamp of each message. Press 3 to cancel the menu that is played after each message. Press 4 to change the security settings. Then press 1 to change the PIN or press 2 to turn ON/OFF PIN protection. Back to top Switching your voicemail ON/OFF Your voicemail is automatically switched ON when you join giffgaff. To change your voicemail settings, you need to use a few Network Shortcodes that you simply dial on your mobile and hit the SEND key (they don't cost anything to use). Switch voicemail ON: Dial 1616 [SEND] Switch voicemail OFF: Dial 1626 [SEND] Check the status: Dial *#004# [SEND] Note: Switching voicemail OFF disables it. This changes the way the network deals with call diverts. When you switch voicemail OFF, it stops all calls going to your voicemail. This covers all call situations which are normally diverted to voicemail (i.e. when you don't answer a call, when you have your phone switched OFF or when you're on another call). Alternatively you can use the codes below too Switch voicemail ON: Dial *004# [SEND] Switch voicemail OFF: Dial #004# [SEND] If you're using the code *004# and it says "command error" If switching ON, try to switch it OFF with #004# and then back on again with *004#. If the above didn't work, then try *61*443# or *61*443*10*30# for no reply after 30 seconds. You could also try: *62*443# when unavailable or no signal. *67*443# when busy. *21*443# to divert all calls immediately to voicemail. Dialing #21# will cancel the command. Back to top Diverting your voicemail If your voicemail is currently diverted to another number, you should first divert to giffgaff voicemail by dialling *004*443# then press the SEND key and you can then STOP or RE-ENABLE voicemail using the codes above. Back to top Voicemail pricing While in the UK: You're charged differently for calls to voicemail depending on whether your calls come from airtime credit or from a goodybag allowance. You have no goodybag or call allowance - 8p per call from airtime credit. You have a goodybag with call allowance - Your goodybag minutes will reduce by 1 minute per call. When not in the UK: When you're out of the UK, instead of the UK per call rate (above), you will be charged according to the roaming rate of the country you are in for a call to voicemail. For international roaming prices, check the International pricing page. Back to top Going overseas To access your voicemail when abroad There are two ways to access your voicemail, you can use either of these methods. Dial 443 [SEND] or Dial your mobile phone number from any other phone. If you use the second method you will then need to Press the star key (*) on your phone keypad You will be asked to enter your PIN followed by the hash key (#). Press star (*) to go to the main menu. Note: You may want to disable your voicemail so callers can't leave a message - remember to switch it back ON when you get back. Some people prefer to divert all calls to voicemail - remember to set up your voicemail PIN before you leave; that way, when you dial your mobile number, you won't have to waste credit listening to set-up instructions as you will be charged per minute while roaming. While you're overseas it doesn't cost anything when someone leaves a voicemail message. It'll only cost if you retrieve it while you're away. Instead of the "per call" rate that you would pay in the UK, you'll be charged the roaming at a "per minute" rate. For international roaming prices, check the International pricing page. Check for more advice on Using your mobile abroad Back to top Problems with your voicemail PIN Change your voicemail PIN Just dial 443 from your giffgaff handset and press star key (*), followed by keys 4 - 4 - 1. You'll be prompted to enter your old PIN and then you can enter your new one. If you haven't set up a PIN previously, when you first call 443 you'll be asked to enter a PIN. This means that if you ever need to access your voicemail from another handset then you'll be able to enter this PIN and your voicemail will be protected from other people accessing it. Forgotten your voicemail PIN? You can have it reset by texting the word RESET (case sensitive) to 802443. This won't work if you have your PIN protection switched ON. Note: It's not possible to reset your PIN if you are abroad, it must be done while in the UK. Changing the voicemail number from 111 to 443 Due to government regulatory changes, we've changed the voicemail to "443" which spells "GIF" on your handset. If you have an older giffgaff SIM then prior to the change the number was "111", which is what will be stored in the SIM settings. Doing a SIM Swap will solve this issue and give you a new SIM with the new voicemail settings. If you want to know a bit more background, check out the Voicemail number change blog. PIN confirmation not accepted There has been some reported issues when setting up your PIN (PIN confirmation not accepted) simply go to your phone dialler select "settings" & disable "touch tones" this will solve this issue. If you have any problems with voicemail then you can always post in Help & Support or ask an agent. Back to top Checking your voicemail from a landline or another mobile Once you've set up your PIN, it is easy to check your voicemail from any other phone. Dial your mobile, wait for it to go to voicemail and hit the star key (*). A prompt will ask you to enter your PIN that you set up previously, followed by the hash (#) key. Now press star (*) to go to the main menu. Back to top Changing the way you are notified about new messages You can change the way you are notified about new voicemail messages. You can either receive a text message (SMS) or receive on-screen notifications. Call 443 Press * to get to the main menu. Press 4 for Mailbox Settings. Press 1 for Notification options. Press 1 to enable text notifications or press 3 to receive on-screen notifications. Back to top The small print Your voicemail messages are deleted after 30 days Your personalised greeting, PIN and other settings are reset if your voicemail is not checked at least once every 60 days It's not possible to reset your PIN if you are abroad, it must be done while in the UK. Back to top Handy Links Guide to giffgaff APN settings Roaming with your giffgaff SIM How to keep your mobile number Guide to network shortcodes Back to top
You can use your mobile phone when abroad with giffgaff - just follow the guide. Handy Video How it works Cost of using your mobile abroad How to limit the international charges Using your BlackBerry abroad Check your balance abroad Handy Links Handy Video Here is a quick video that will guide you through all the steps. If you would rather read about it check out the section below: Back to top How it works When you are abroad, your device uses the local mobile networks instead of giffgaff but you can still enjoy all of giffgaff services - this is called roaming. As you are using a foreign network, you must use the international dialling code to call or text a UK number. To use this international code, strip off the leading zero at the beginning of the number and add +44 instead - e.g. number starting 07912becomes +447912. Going abroad checklist: Does your giffgaff account have Airtime Credit? Do you have a stored payment method to allow Auto Top-ups? Will your phones connection frequencies allow 3G/4G data roaming or calls and texts? Do you know how to turn ON data roaming from your phone settings? Back to top Cost of using your mobile abroad Please note: Because the prepay system manages members balances during the data session (by reserving 1MB at the start of each session) some of the balance is reserved for data and members may not be able to use this for voice or text services. This reservation is released and available again once the data session is closed. How your usage is charged. goodybags and gigabags are only valid in the UK and your usage abroad is charged out of your airtime balance. However, if you have an active goodybag or gigabag then you will get reduced calls, texts and data in the EU only. For the latest tariffs see our pricing page. The usage statement will show your mobile charges from abroad. Please Note: The usage statement is updated once a day around 8.00 am. It contains data up to the previous day. When you arrive in another country, you'll receive a text with the price for making/receiving calls and texts for that country. You can also find the details of the charges below to anticipate your budget. Make sure to top up enough credit before leaving the UK as top-ups with a UK debit/credit card may be rejected when you are outside Europe. To avoid being short of credit during your travel, we recommend setting up auto top-up before you go. Who's paying when I use my phone abroad If you are not used to using your phone abroad, you may need a quick explanation of who is paying when you are making or receiving a call. We prepared the table below so you can see who is charged for a call, when both you and your friend are using a UK mobile. Your friend is in the UK Your friend is abroad You are in the UK For both of you: Receiving a call is free, calling is charged at normal UK rate. For you: Receiving call is free, calling is charged at normal UK rate. For your friend: Calls are charged at roaming rate to make and receive. You are abroad For you: Calls are charged at roaming rate to make and receive. For your friend: Receiving a call is free, calling is charged at normal UK rate. For both of you: Receiving calls is charged at the applicable roaming price for the zone you are in. Making calls is charged at the roaming rate for the zone you are in. For instance, if you are in Germany and are calling a friend using a UK number in Uganda, you will be charged at the price of calling a UK mobile number (so EU rate). Your friend will be charged the cost of receiving a call in Uganda. If your friend was in Spain, you would pay the same charge (so EU rate). giffgaff to giffgaff calls are charged according to the same rule i.e. they are free for the caller when in the UK and charged to the receiver when abroad. Receiving texts is free, as is checking your balance. Simply key *100# and hit send to verify how much credit you have left. Alternatively dial 43430 then option 2. While you're overseas, it doesn't cost anything when someone leaves a voicemail message. It'll only cost if you retrieve it while you're away. Instead of the 'per call' rate you would pay in the UK, you'll be charged at a "per minute" roaming rate for the country you are visiting. European Union and selected countries: French Guiana, Gibraltar, Guadeloupe, Guernsey, Iceland, Isle of Man, Jersey, Liechtenstein, Martinique, Monaco, Norway, Reunion, San Marino and Switzerland. The EU countries are: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain (including Canary Islands), Sweden, United Kingdom. The latest price for this list of countries is available on our pricing page. If you are roaming in Europe and calling a Non European number then you will be charged Rest of the World prices. For example, if you are roaming in Italy and calling a South African number, you will be charged according to the 'Other countries" tariff below. Charges for other countries. Using your mobile in a country which is not listed in the previous section will be charged at a different price. These prices are referred to as Rest of World prices or R.O.W. The prices for these countries are available on our pricing page. Data roaming - Zone A* 20p per MB Data roaming - All others £5 per MB *Zone A Countries: Australia, Brazil, Canada, China, Colombia, Egypt, Hong Kong, India, Indonesia, Jamaica, Japan, Mexico, New Zealand, Nigeria, Russia, South Africa, Thailand, Turkey, United Arab Emirates and United States For the avoidance of doubt the "spoiler" section below contains countries were giffgaff has a roaming agreement: Legend Country - Your destination country. International Dialling Code - This needs to be added if phoning a landline/mobile that is 'native' to said country but not when dialling a UK landline/mobile. giffgaff Roaming Agreement - Does the country have an 'Roaming Agreement', Yes or No. Tariff - Pricing is either E.U. Pricing or Rest of World Pricing (R.O.W)Possible Roaming Partners - This link has been added to show the possible networks available. It will help to identify networks when roaming. Country International Dialling Code giffgaff Roaming Agreement Tariff Possible Roaming Partners Abkhazia +7 840 No R.O.W No Link Available Afghanistan +93 No R.O.W Network Operators Alaska +1 907 No R.O.W No Link Available Albania +355 Yes R.O.W Network Operators Algeria +213 Yes R.O.W Network Operators American Samoa +1 684 No R.O.W No Link Available Andorra +376 Yes R.O.W Network Operators Angola +244 No R.O.W Network Operators Anguilla +1 264 Yes R.O.W Network Operators Antarctica +672 No R.O.W No Link Available Antigua and Barbuda +1 268 Yes R.O.W Network Operators Argentina +54 Yes R.O.W Network Operators Armenia +374 No R.O.W Network Operators Aruba +297 No R.O.W Network Operators Australia +61 Yes R.O.W Zone A Network Operators Austria +43 Yes E.U. Pricing Network Operators Azerbaijan +994 No R.O.W Network Operators Bahamas +1 242 No R.O.W Network Operators Bahrain +973 No R.O.W Network Operators Bangladesh +880 No R.O.W Network Operators Barbados +1 246 Yes R.O.W Network Operators Belarus +375 Yes R.O.W Network Operators Belgium +32 Yes E.U. Pricing Network Operators Belize +501 No R.O.W No Link Available Benin +229 No R.O.W Network Operators Bermuda +1 441 No R.O.W Network Operators Bhutan +975 No R.O.W No Link Available Bolivia +591 No R.O.W Network Operators Bosnia and Herzegovina +387 No R.O.W Network Operators Botswana +267 No R.O.W Network Operators Brazil +55 Yes R.O.W Zone A Network Operators British Virgin Islands +1 284 Yes R.O.W Network Operators Brunei +673 No R.O.W No Link available Bulgaria +359 Yes E.U. Pricing Network Operators Burkina Faso +226 No R.O.W Network Operators Burundi +257 No R.O.W Network Operators Cambodia +855 No R.O.W Network Operators Cameroon +237 No R.O.W Network Operators Canada +1 Yes R.O.W Zone A Network Operators Canary Islands +34 Yes R.O.W No Link Available Cape Verde +238 Yes R.O.W Network Operators Cayman Islands +1 345 Yes R.O.W Network Operators Chad +235 No R.O.W No Link Available Central African Rep +236 No R.O.W No Link Available Chile +56 Yes R.O.W No Link available China +86 Yes R.O.W Zone A No Link available Christmas Island +61 Yes R.O.W No Link available Colombia +57 Yes R.O.W Zone A Network Operators Comoros +269 No R.O.W No Link available Congo +242 No R.O.W Network Operators Congo (DRO) +243 No R.O.W Network Operators Cook Islands +682 No R.O.W No Link Available Costa Rica +506 Yes R.O.W Network Operators Croatia +385 Yes E.U. Pricing Network Operators Cuba +53 No R.O.W Network Operators Curacao +599 No R.O.W Network Operators Cyprus (R.O.) +357 Yes E.U. Pricing Network Operators Cyprus, North +90 392 Yes R.O.W No Link Available Czech Republic +420 Yes E.U. Pricing Network Operators Denmark +45 Yes E.U. Pricing Network Operators Diego Garcia +246 No N/A No Link Available Djibouti +253 No R.O.W No Link Available Dominica +1 767 Yes R.O.W Network Operators Dominican Republic +1 809 Yes R.O.W Network Operators East Timor +670 No R.O.W No Link Available Ecuador +593 No R.O.W Network Operators Egypt +20 Yes R.O.W Zone A Network Operators El Salvador +503 No R.O.W No Link available Equatorial Guinea +240 No R.O.W No Link Available Eritrea +291 No R.O.W No Link Available Estonia +372 Yes E.U. Pricing Network Operators Ethiopia +251 No R.O.W Network Operators Faroe Islands +298 No R.O.W Network Operators Fiji +679 No R.O.W Network Operators Finland +358 Yes E.U. Pricing Network Operators France +33 Yes E.U. Pricing Network Operators French Guiana +594 No E.U. Pricing Network Operators French Polynesia +689 No R.O.W Network Operators Gabon +241 No R.O.W Network Operators Gambia +220 No R.O.W Network Operators Georgia +995 No R.O.W Network Operators Germany +49 Yes E.U. Pricing Network Operators Ghana +233 Yes R.O.W Network Operators Gibraltar +350 Yes E.U. Pricing Network Operators Greece +30 Yes E.U. Pricing Network Operators Greenland +299 No R.O.W Network Operators Grenada +1 473 Yes R.O.W Network Operators Guadeloupe +590 No E.U. Pricing Network Operators Guam +1 671 No R.O.W Network Operators Guatemala +502 Yes R.O.W Network Operators Guernsey +44 Yes E.U. Pricing Network Operators Guinea +224 Yes R.O.W No Link Available Guinea Bissau +245 No R.O.W No Link Available Guyana +592 No R.O.W Network Operators Haiti +509 No R.O.W Network Operators Hawaii +1 808 No R.O.W No Link available Honduras +504 No R.O.W Network Operators Hong Kong +852 Yes R.O.W Zone A Network Operators Hungary +36 Yes E.U. Pricing Network Operators Iceland +354 Yes E.U. Pricing Network Operators India +91 Yes R.O.W Zone A Network Operators Indonesia +62 Yes R.O.W Zone A Network Operators Iran +98 No R.O.W Network Operators Iraq +964 No R.O.W Network Operators Ireland +353 Yes E.U. Pricing Network Operators Isle of Man +44 Yes E.U. Pricing Network Operators Israel +972 Yes R.O.W Network Operators Italy +39 Yes E.U. Pricing Network Operators Ivory Coast +225 No R.O.W Network Operators Jamaica +1 876 Yes R.O.W Zone A Network Operators Japan +81 Yes R.O.W Zone A Network Operators Jersey +44 Yes E.U. Pricing Network Operators Jordan +962 Yes R.O.W Network Operators Kazakhstan +7 Yes R.O.W Network Operators Kenya +254 Yes R.O.W Network Operators Kiribati +686 No R.O.W No Link Available Korea, North +850 No R.O.W No Link Available Korea, South +82 No R.O.W No Link Available Kosovo +381 No R.O.W Network Operators Kuwait +965 Yes R.O.W Network Operators Kyrgyzstan +996 No R.O.W No Link available Laos +856 No R.O.W No Link available Latvia +371 Yes E.U. Pricing Network Operators Lebanon +961 No R.O.W Network Operators Lesotho +266 No R.O.W No Link available Libya +218 No R.O.W Network Operators Liechtenstein +423 Yes E.U. Pricing Network Operators Lithuania +370 Yes E.U. Pricing Network Operators Luxembourg +352 Yes E.U. Pricing Network Operators Macau +853 No R.O.W Network Operators Macedonia +389 No R.O.W Network Operators Madagascar +261 No R.O.W Network Operators Malawi +265 No R.O.W No Link Available Malaysia +60 yes R.O.W Network Operators Maldives +960 yes R.O.W Network Operators Mali +223 No R.O.W Network Operators Malta +356 Yes E.U. Pricing Network Operators Marshall Islands +692 No R.O.W No Link Available Martinique +596 No E.U. Pricing Network Operators Mauritania +222 No R.O.W No Link Available Mauritius +230 Yes R.O.W Network Operators Mayotte +262 No R.O.W Network Operators Mexico +52 Yes R.O.W Zone A Network Operators Micronesia +691 No R.O.W No Link available Moldova +373 No R.O.W Network Operators Monaco +377 Yes E.U. Pricing Network Operators Mongolia +976 No R.O.W Network Operators Montenegro +382 Yes R.O.W Network Operators Montserrat +1 664 Yes R.O.W No Link Available Morocco +212 Yes R.O.W No Link Available Mozambique +258 No R.O.W Network Operators Myanmar (Burma) +95 No R.O.W Network Operators Namibia +264 No R.O.W Network Operators Nauru +674 No R.O.W No Link available Nepal +977 No R.O.W Network Operators Netherlands +31 Yes E.U. Pricing Network Operators NLD Antilles +599 No R.O.W Network Operators New Caledonia +687 No R.O.W No Link Available New Zealand +64 Yes R.O.W Zone A Network Operators Nicaragua +505 No R.O.W Network Operators Niger +227 No R.O.W Network Operators Nigeria +234 Yes R.O.W Zone A Network Operators Niue +683 No R.O.W No Link Available Norfolk Island +672 No R.O.W No Link Available Northern Marianna Islands +1 670 No R.O.W No Link Available Norway +47 Yes E.U. Pricing Network Operators Oman +968 Yes R.O.W Network Operators Pakistan +92 Yes R.O.W Network Operators Palau +680 No R.O.W No Link Available Palestine +970 Yes R.O.W Network Operators Panama +507 No R.O.W Network Operators Papua New Guinea +675 No R.O.W No Link Available Paraguay +595 No R.O.W Network Operators Peru +51 No R.O.W Network Operators Philippines +63 No R.O.W Network Operators Poland +48 Yes E.U. Pricing Network Operators Portugal +351 Yes E.U. Pricing Network Operators Puerto Rico +1 No R.O.W Network Operators Qatar +974 Yes R.O.W Network Operators Reunion +262 No E.U. Pricing No Link Available Romania +40 Yes E.U. Pricing Network Operators Russia +7 Yes R.O.W Zone A Network Operators Rwanda +250 No R.O.W Network Operators Saint Maarten (French Side) +1 721 No R.O.W Network Operators San Marino +378 Yes E.U. Pricing Network Operators Sao Tome & Principe +239 No R.O.W No Link Available Saudi Arabia +966 Yes R.O.W Network Operators Senegal +221 No R.O.W Network Operators Serbia +381 Yes R.O.W Network Operators Seychelles +248 Yes R.O.W Network Operators Sierra Leone +232 No R.O.W Network Operators Singapore +65 Yes R.O.W Network Operators Slovak Rep +421 Yes E.U. Pricing Network Operators Slovenia +386 Yes E.U. Pricing Network Operators Solomon Islands +677 No R.O.W No Link Available Somalia +252 No R.O.W No Link Available South Africa +27 Yes R.O.W Zone A Network Operators Spain +34 Yes E.U. Pricing Network Operators Sri Lanka +94 No R.O.W Network Operators St Helena +290 No R.O.W No Link Available St Kitts +1 869 Yes R.O.W Network Operators St Lucia +1 758 Yes R.O.W Network Operators St Pierre & Miquel. +508 No R.O.W No St Vincent +1 784 Yes R.O.W Network Operators Sudan +249 No R.O.W Network Operators Sudan, South +211 No R.O.W No Link Available Suriname +597 No R.O.W No Link Available Swaziland +268 No R.O.W No Link Available Sweden +46 Yes E.U. Pricing Network Operators Switzerland +41 Yes E.U. Pricing Network Operators Syria +963 No R.O.W Network Operators Taiwan +886 No R.O.W Network Operators Tajikistan +992 No R.O.W Network Operators Tanzania (Zanzibar) +255 Yes R.O.W Network Operators Thailand +66 Yes R.O.W Zone A Network Operators Togo +228 No R.O.W No Link Available Tokelau +690 No R.O.W No Link Available Tonga +676 No R.O.W Network Operators Trinidad and Tobago +1 868 No R.O.W Network Operators Tunisia +216 Yes R.O.W Network Operators Turkey +90 Yes R.O.W Zone A Network Operators Turkmenistan +993 No R.O.W Network Operators Turks and Caicos +1 649 Yes R.O.W Network Operators Tuvalu +688 No R.O.W No Link Available Uganda +256 No R.O.W Network Operators Ukraine +380 Yes R.O.W Network Operators United Arab Emirates (UAE) +971 Yes R.O.W Zone A Network Operators United States of America (USA) +1 Yes R.O.W Zone A Network Operators Uruguay +598 Yes R.O.W Network Operators US Virgin Islands +1 340 Yes R.O.W Network Operators Uzbekistan +998 Yes R.O.W Network Operators Vanuatu +678 No R.O.W Network Operators Vatican City +39 Yes E.U. Pricing Network Operators Venezuela +58 Yes R.O.W Network Operators Vietnam +84 No R.O.W Network Operators Wallis & Futuna +681 No R.O.W No Link Available Western Samoa +685 No R.O.W No Link Available Yemen +967 No R.O.W Network Operators Zambia +260 No R.O.W Network Operators Zimbabwe +263 No R.O.W Network Operators Ships/Ferries/Airplane Networks Country International Dialling Code giffgaff Roaming Agreement Tariff Possible Roaming Partners N/A +000 No BBM have inclusive BlackBerry data roaming allowance of 10MB/day, E.U. only Network Operators Back to top How to limit the international charges Data charges can be very costly when you are using your mobile abroad - even if you are not using internet actively apps may consume data in the background. As general advice, don't use "data hungry” applications when you are abroad such as video applications, downloading files or Apps. The best solution to prevent these charges is simply to switch OFF data roaming on your handset. Apple iPhone (iOS 6 and below) 1) Go to "Settings" then "General" then "Network". 2) Slide "Data Roaming" to OFF as required. Apple iPhone (iOS 7) 1) Go to "Settings" then "Cellular". 2) Slide "Data Roaming" to OFF as required. Note: All versions of iOS require the 'mobile data' to be toggled ON in order for the 'Data Roaming' button to appear. Android 1)From the home screen press the "Menu" button and select "Settings" 2) Select "Wireless and networks" then "Mobile networks" 3) Tick or untick the "Data roaming" box as required. Other operating systems offer similar settings. You can also look at your device apps stores to find an app to fit this need. Bar international use If you want to take no risk, we can bar your data usage. Switch off mobile internet: You can contact an agent and ask to put a Mobile Internet Bar on your phone, which means your mobile internet will stop working. Once the bar is on, your mobile internet won't work in the UK or abroad. You'll have to request it to be switched back on when you're ready. Switch off roaming: You can contact an agent and ask to put a Roaming Bar on your phone, which will stop texts, calls and mobile internet while you're abroad. You'll have to request it to be switched back on when you're ready. Please keep in mind that barring/unbarring your data access will take a few hours so this solution is not to be used if you need to reactivate your Internet access quickly. Call and text services: Manage the type of calls and texts you can make/send and receive, including restricting international calls and access to premium numbers. To do this go to Call and text service settings Other advice to reduce the charges Look for Wi-Fi hotspots: If there's a free or low cost Wi-Fi alternative use it instead of cellular data. Prefer sites which have a mobile version: If you have the choice between different sites, use one with a mobile version - it will be optimised and will consume less data. Make sure that your emails are not checked in real time: If you use email make sure to set your email application to look for new email only on your request - not automatically. Make sure you turn off automatic app updating: Set these to manual. Back to top Using your BlackBerry abroad BlackBerry Messenger and all the other BlackBerry services work when you are using your BlackBerry abroad. Moreover, BlackBerry Services come with a free daily data allowance of 10MB to use in the European Union. If your daily usage exceeds 10MB, or if you are roaming outside of the European Union zone, roaming charges apply. Please note that handsets running BlackBerry 10 do not need the BlackBerry Services so they can't receive this free data allowance - standard roaming rates will apply Back to top Check your balance abroad On your phone Just like in the UK it's free to check your balance - Simply key *100# and hit send - don't worry it doesn't cost anything to check. Try dialing 43430 then option 2, you'll then hear your allowances. Online Within giffgaff.com you can get your balance, update your payment details and check your transactions. Back to top Handy Links Call and text service settings Back to top
If you find that your gigabag has run out of data early, or that your goodybag has run out of either calls or data you can keep on using our services at PAYG rates using your airtime credit until your gigabag / goodybag expires. Another solution is to simply purchase a new plan (goodybag or gigabag) to start right now. Please note: This is only possible if you have less than 5 minutes or 5 MB's left in your active plan. The purchase can be made at any time except between 7.30 p.m. & midnight on the date of expiry of your active gigabag / goodybag. Handy Video How do I topup? (This article will open in a new window) How do I buy a goodybag? (This article will open in a new window) How do I start a plan (goodybag / gigabag) early using my PC? How do I start a plan (goodybag / gigabag) early using my giffgaff App? Where do I get help if I need it? Handy Links Handy Video Here is a quick video that will guide you through all the steps. If you would rather read about it check out the section below: Back to top How do I start a plan (goodybag / gigabag) early using my PC? You can start your queued goodybag / gigabag early by following the below step by step instructions: Login to your giffgaff account here Head on over to your giffgaff dashboard If you have less than 5 minutes or 5MB's in your active plan then a message will appear under My goodybags (Shown below) Now click the "Start my queued goodybag now" button (example shown above) Your new goodybag will now show as active on your giffgaff dashboard here Please note: Starting your queued goodybag / gigabag early will remove any remaining allowance (data, texts, minutes) that you may have left on your active goodybag / gigabag. You can start a recurring goodybag / gigabag early by following the below step by step instructions: Login to your giffgaff account here Head on over to your giffgaff dashboard If you have less than 5 minutes or 5MB's in your active plan then a message will appear under My goodybags Now click the "Start my recurring goodybag now" button You will now be directed to the payment screen. Confirm that you wish to pay for your new goodybag / gigabag with the card details already stored within your giffgaff account by selecting "Pay Now" An order confirmation screen will now be shown Your new goodybag will now show as active on your giffgaff dashboard here Please note: Starting a recurring goodybag / gigabag early will remove any remaining allowance (data, texts, minutes) that you may have left on your active goodybag / gigabag. Back to top How do I start a plan (goodybag / gigabag) early using my giffgaff App? You can start your queued goodybag / gigabag early by following the below step by step instructions: Login to your giffgaff app If you have less than 5 minutes or 5MB's in your active plan then a message will appear under My goodybags Now click the "Start your next goodybag now" button Your new goodybag will now show as active on your "My Account" tab Please note: Starting your queued goodybag / gigabag early will remove any remaining allowance (data, texts, minutes) that you may have left on your active goodybag / gigabag. You can start a recurring goodybag / gigabag early by following the below step by step instructions: Login to your giffgaff app If you have less than 5 minutes or 5MB's in your active plan then a message will appear under My goodybags (Shown below) Now click the "Start your next goodybag now" button (example shown above) When you select a new goodybag or gigabag or recur your plan early, the payment for the new plan is taken at this point and a payment confirmation page is displayed. Confirm that you wish to pay for your new goodybag / gigabag with the card details already stored within your giffgaff account by selecting "Pay using card" (shown below) An order confirmation screen will now be shown Your new goodybag will now show as active on your "My Account" tab Please note: Starting a recurring goodybag / gigabag early will remove any remaining allowance (data, texts, minutes) that you may have left on your active goodybag / gigabag. Back to top Where do I get help if I need it? Your first port of call when you need help is: Our Help & Support forum Our Help & Support forum is available 24/7, 365 days a year to assist with most issues excluding account / payment related enquiries (however they can point you in the right direction for the relevant assistance if asked). You can post a help request here: https://community.giffgaff.com/t5/Help-Support/bd-p/QA1 , Please select the "Start a new topic" button and then describe your issue in as much detail as possible. Please do not include any personal details (email, phone number, card or bank account details) within your post as it is a public forum. Please stick around after posting so that you can see all the helpful replies & to answer any questions that our helpers may have. Our giffgaff Agents Our agents are giffgaff employees who have access to your giffgaff account and can assist you further with payment & account related issues. Our agents can take up to 24 hours to respond to your enquiries so its always best to check if your issue can be solved quicker through our Help & Support forum. You can ask an agent about your issue using this superb guide here: https://community.giffgaff.com/t5/Using-giffgaff/When-to-contact-an-agent/ta-p/9114714 Back to top Handy Links Help & Support Forum When to contact an agent How to Top-Up How to purchase a goodybag Back to top
How do goodybags and gigabags work? The benefits of them and how to get your hands on one. Handy Video What is a goodybag? What is a gigabag? How can I buy them? How can I buy a goodybag early? Non-standard calls Handy Links Handy Video Here is a quick video that will guide you through all the steps. If you would rather read about it check out the section below: Back to top What is a goodybag? A goodybag is a bundle which contains a quota of U.K. minutes, texts and data. goodybags last for one month and can be used only whilst you are in the U.K. See the current goodybags available from giffgaff Your goodybag allowance and your airtime balance are separate items. You can check your remaining goodybag minutes and expiry date by calling *100*7# from your giffgaff mobile or via My giffgaff or the giffgaff mobile app. If you use all of your goodybag minutes, texts or data before the goodybag's expiry date, you will then be charged out of your airtime balance at the standard PAYG rate for calls and texts. Data will be charged at 2p per MB until the expiry date of your goodybag, after which you will be charged at the standard PAYG rate for data. If you have less than 5 minutes of calls or 5MB of data remaining, you can instead decide to purchase another goodybag early before the expiry date of the current goodybag. Back to top What is a gigabag? Our gigabag plans are data-only goodybags for members who only require a data package on their phone and are happy to pay standard PAYG rates for their calls and texts. A gigabag is not an add-on to an existing goodybag. See the current gigabags available from giffgaff All of our gigabags come with a 50MB buffer. If you purchase a gigabag and wish to make calls or texts from your phone then you will also need to add airtime credit to your account. Back to top How can I buy them? It's very easy to buy a goodybag or a gigabag, just follow these steps: Log in to My giffgaff. Go to the Buy a goodybag section. Select either a goodybag or gigabag Click Select on the item that you want to add to your account. If you wish to add more airtime credit at the same time, click Select against the amount you wish to add (see note below). If you do not require more airtime credit now, review your basket and click on I only need a goodybag. You are invited to recur your goodybag, see the Recurring goodybags guide for more information. If you added airtime credit in the previous step, you also have the option to turn on auto top-up. Review your basket again, then click Continue. (a) If you wish to pay for your purchase using existing airtime credit, click the Exchange airtime credit button at the top of the page. This will confirm your order. (See note below) (b) If you wish to pay using a debit or credit card, complete your card details. (c) If you wish to pay using Paypal, select the option then click 'Continue to Paypal' and you will be redirected to the PayPal website so that you can login with your PayPal account. Click on Confirm order. The items you've purchased will be immediately added to your giffgaff account and will be visible on the right hand side. Notes: If you usually use recurring goodybags then you must turn them off before buying a goodybag from credit. The option to exchange airtime credit for a goodybag will not appear under the following circumstances, as these options require payment via debit/ credit card or Paypal: You do not have enough airtime credit to pay for the goodybag you've selected. You add additional credit to your basket You set your goodybag to recur. Back to top How can I buy a goodybag early? If you run out of minutes or data in your current goodybag you can purchase a new goodybag early. There are different ways to buy a goodybag early, depending on the result you want to achieve: You want your goodybag to be renewed automatically every month. You will need a recurring goodybag. You want to pre-purchase your next goodybag so it starts when your current goodybag expires. You will need a queued goodybag. You don't have any data or minutes left in your current goodybag and you want to buy a new one right now. You can buy a goodybag and start it early. The third option, starting a new goodybag early, is only available when you have less than 5 minutes or 5MB left in your current goodybag and at any time up to 7.30 p.m. on the expiry date of the current goodybag. To purchase a goodybag early: Log in to My giffgaff. If you have less than 5 minutes or 5MB left in your goodybag then a message will appear under My goodybags. If you are recurring your goodybag, you can decide to recur your next goodybag right now. If you have a queued goodybag, you can decide to start your queued goodybag right now. If you have no recurring or queued goodybag, you can select a new goodybag to start right now. When you purchase a goodybag early, it erases your current goodybag and you will lose any remaining allowance, so we ask you to confirm you are really sure you want to start a new goodybag right now. When you select a new goodybag or recur your goodybag early, the payment for the new goodybag is taken at this point, and a payment confirmation page is displayed. Your new goodybag is active and is visible in My giffgaff. Back to top Non-standard calls Picture messages (MMS), calls to service, premium and other non-standard numbers and other services not included in the goodybag allowance will be debited from your airtime credit. See this article for a detailed list and the U.K. pricing page for a breakdown of the different call and message costs. Calls and texts to foreign numbers are not included in your goodybag and are debited from your airtime credit. The detail of the rate for each location can be found on the International pricing page. Your goodybag cannot be used when you are abroad. All your calls, texts or data usage that would normally fall under your goodybag allowance will be debited from your airtime credit and roaming rates apply. If you are in the EU and you have a goodybag or gigabag then you will get reduced prices on calls, texts and data. Back to top Handy Links Guide to recurring goodybags Guide to queued goodybags Inclusive and non-inclusive calls, texts and services Call and tariffs to U.K. mobiles and landlines Policy to manage illegitimate usage and tethering Back to top
As a goodybag lasts only one month, we found it was easy to forget to buy a new one so we created the recurring goodybags. This way, you can select the option to activate a new goodybag, each time your current goodybag expires, and save you the effort of doing it yourself every month. Handy Video Facts about recurring goodybags Setting up a recurring goodybag when activating a new SIM How to set up your recurring goodybag from the main site / portal How to set up your recurring goodybag from the mobile site Handy Links Handy Video Here is a quick video that will guide you through all the steps. If you would rather read about it check out the section below: If you require subtitles for this video then they are available by pressing the "subtitles/closed captions" button. Other languages are available within "settings" then "Auto translate". Back to top Facts about recurring goodybags Here is the list of everything you need to know about recurring goodybags: You can set your goodybag to recur indefinitely, (whilst your everything is ok with your Paypal account and your credit/debit card is still valid). If you already have an active goodybag you can choose to recur it, which means that as soon as this goodybag expires, your next goodybag will be automatically purchased and activated. You can only set to automatically renew a goodybag if you already have an active goodybag, if you're in the process of purchasing a goodybag or activating a new SIM. When you activate a SIM card with a goodybag purchase, the monthly recurrence is set to ON by default and the goodybag will recur automatically each month. You can choose to disable the recurrence during the goodybag purchase or later in the My payments section. You can change or cancel your recurrence at any time up to 7:30pm on the day your goodybag renewal is due. The only two possible methods of payment for recurring goodybags are using your credit/debit card or your Paypal account; you cannot opt to use any airtime credit you may have. Payment of a goodybag will occur the moment the goodybag kicks in. If you have a queued goodybag, you'll not be able to switch recurrence on until your active goodybag expires, unless you're going through the process of starting your queued goodybag early (because the call/data allowance in your active goodybag has run out or is running low). Recurring your goodybag will extend your free giffgaff-to-giffgaff calls but only from the time the recurring goodybag becomes active. If you have chosen to recur your goodybag but there's no cash in your bank account when it's payment time, you'll need to check with your bank to see if you will incur charges. Due to technical reasons, we cannot accept requests for recurring goodybags between 7:30pm and midnight on the expiry date of an existing goodybag. This includes cancelling a recur you may have setup on your account. If a recurring goodybag fails or a payment is declined then the member will be notified by email to tell them. Texts messages are not sent to notify members. Back to top Setting up a recurring goodybag when activating a new SIM When you activate a new SIM the recurring option is turned ON by default. This means that your selected goodybag will renew each month without you needing to worry about it. During the SIM activation process you will have the option to turn the recurring option to OFF if you wish. You can choose to turn recurring ON or OFF at any time upto 7.30 pm on the day the goodybag expires in the My payments section. Back to top How to set up your recurring goodybag from the main site / portal If you don't have an active goodybag yet If you don't currently have an active goodybag, you'll first need to purchase one. To do this all you have to do is visit our Top-up page and select the goodybag you want. During the purchase process, you'll be asked if you want to recur the same goodybag next month. All you have to do is to select this option and the same goodybag will be automatically applied each month. Bingo, that's it! If you already have an active goodybag If you already have an active goodybag, then all you need to do is visit your My giffgaff page, where you will see the My goodybags section. By this section you'll see a message telling you that you can switch your goodybag to automatically renew itself. Just click on the link and then follow the instructions from the My Payments screen. In the bottom half of the My Payments you can select change then Recur your goodybag settings. All you need to do is click the Recur your selected goodybag check box to recur your current goodybag, and then click on the Save recurring settings button. If you want to change the type of goodybag you want to recur, then just select the goodybag you want to recur in the table on the same page, and then click on the Save recurring settings button. Note: You will need to add your debit/credit card or PayPal details if you want to recur. Back to top How to set up your recurring goodybag from the mobile site You can set up your recurring goodybag from our mobile site. All you need to do is: Log in Select My Payment Details Select Recur your goodybag If you want to recur your current goodybag, just click on the Recur your selected goodybag check box and then Save recurring settings If you want to change the type of goodybag you want to recur, click on the goodybag icon, and then select the goodybag you require. Once you have selected the goodybag you require and clicked on Save recurring settings, you're all done! Back to top Handy Links Guide to queued goodybags Complete guide to calls, texts, data and goodybags How can I change my recurring goodybag? Back to top
Giffgaff support Blackberry phones with the Blackberry add-on. This guide run you through all you need to know about using your Blackberry device with a giffgaff sim. the contents of the guide are below and you can click to jump straight to the section you want.
Your personalised usage and points statement gives you a snapshot of your recent usage and payback points. We send this information monthly via email. You need to have opted into receiving marketing messages to receive this email, for more information about how to make sure you receive this email see this guide. Account Getting the best value Top called numbers Savings Breakdown of your savings Handy Links Account In this section we take a look at you personal details and settings. It contains the following information: Your join date Your auto top-up settings Your recurring goodybag settings Your current goodybag (with its expiry date) Your queued goodybag (which is your next goodybag is you are recurring your goodybag) Your payback for the month The purpose of this section is to let you know exactly which is your current and next month plan, with a single glance.. Back to top Getting the best value This section summarizes the minutes, texts and data you used over the period*: Total number of minutes Total number of texts Total number of MB This gives you a very clear idea of your usage and it can be used to identify if you are on the right tariff. These are the data we use to calculate your recommended plan. *The period of usage is calculated over 30 days, with a 24 to 48 hours delay - just enough time to do the data crunching. Back to top Top called numbers In this section we give you the list of the 5 numbers you called or text the most often this past month. Along with each number we give you the exact number of minutes you spend calling them, and the number of SMS you sent. We calculate the cost of calling them with PAYG tariff (15p/min and 5p/text) to give you an idea of how much you could save if they were also on giffgaff, as calling and texting other giffgaffers is free. We also display your personal order link in this email. If new giffgaffers are ordering a SIM using your personal link, they will receive £5 with their first top-up , and you will receive 500 payback points when they activate this SIM. Back to top Savings When you are on giffgaff, some calls and usages are free of charge. We use the PAYG tariff (15p/min and 5p/text) to calculate how much you would have been charged if they were not free. The usages we take to calculate the savings are listed here. You can receive a detail of how these savings are calculated by clicking on "For a breakdown of your savings, click here." We detail the content of this email in the next section. Back to top Breakdown of your savings When you ask to receive a breakdown of your savings, we send you an email with a full summary of your usage. It contains the same information than the usage statement, but detailed. This email contains the following sections and data. 1. Account Member name Phone number Activation date Auto top-up settings Current goodybag Recurring goodybag Payback 2. Extra savings The savings are calculated from the PAYG tariff for the following usages: The number of minutes you spent calling other numbers on giffgaff The number of texts you sent to other numbers on giffgaff The number of minutes you spent calling numbers starting 0800 / 0808 /0500 The number of twitter text update you received The number of facebook text updates you received 3. Top called/texted numbers This section uses the same data than the top called numbers section. 4. Usage over last 3 months This section gives you the details of the number of minutes, texts and MB you used over the last 3 complete months, and over the last 30 days. This table gives an accurate account of your normal usage, so you can find the best tariff for you. 5. Recommended plan We want you to get the best value from giffgaff so we have a look at your usage and work out which goodybag would have given you the best value. The usage is calculated over a month period, based on the following definition: Minutes: total of minutes called to non giffgaff mobiles and landlines Texts: total of texts to non giffgaff mobiles Mobile data usage: Total MB used: total megabytes you've used over the past month To keep it simple, we always propose a single goodybag but it may happen that it would be cheaper to use a combination of a goodybag and PAYG credits. We leave it up to the individual to work out what is best for them. You can also use the best plan calculator to find the best tariff for different usages. 6. More about the calculation The information includes all UK non-giffgaff mobiles and landlines that you've called (excludes things like premium numbers, international calls, etc). If your friend transferred their number to giffgaff during this time they'll be included in the 'non giffgaff' tally, next month they'll be included in giffgaff to giffgaff savings. If you're a VIG, your usage is calculated as if you were a regular member. Back to top Handy Links What's the best plan for me? Guide to payback points Guide to giffgaff emails Spread giffgaff Back to top
This guide will tell you everything you always wanted to know about payback and how to earn it. What is payback? How do points work? How to keep track of points How to earn payback through sending out SIMs How to earn payback helping giffgaffers Missing points Payback choices Payback dates Qualification for payback When payback is not payable Handy Links What is payback? Payback is giffgaff's way of saying thanks to its members for helping out either by recruiting new members, helping other members in the giffgaff forums or social media platforms. Payback is distributed twice a year in June and December. Up to December 2012 our highest payback earning member received an amazing £16,000 for just 6 months help. Best of luck if you want to try to beat that figure. In this article we give approximate dates for the various processes. The payback page is here and will be updated with specific dates and deadlines. The exact dates for each of June and December's payback will be published nearer their times in the Announcements forum. Back to top How do points work? Payback Points are our way of rewarding you for anything you do that helps giffgaff and the giffgaff community 1 payback point = £0.01 so 200 points = £2.00 and 500 points = £5.00. You get the idea. Just divide your points total by 100 to give your cash payback total. Points are added during two 6 month payback periods which run from the 1st of December to the 31st of May and the 1st of June to the 30th of November. Payments are then made to members in the second and third weeks of June and December. Back to top How to keep track of points Everyone can see their up to date payback points on their My Payback page. This widget gives you your total number of points accumulated since the beginning of the payback period. Payback points are calculated monthly on or around the 5th business day of the month and include all points you have earned in the whole of the previous month up until midnight on the last day of the month. giffgaff then update your Payback page and send the total payback amount via your news feed which is displayed in the middle of your My giffgaff page. This page is where you choose your payback method to either Credit, Cash or Charity. PLEASE NOTE: We will do everything possible to get your payback updated as scheduled around the 5th business day of the month. Sometimes unplanned events can lead to slight delays in the update process but don't worry though, you can guarantee that we will be working our socks off to get them updated as soon as we possibly can. As payback is credited to your account in waves, your dashboard widget may at times display an incorrect 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 wish you can opt-in to receive a Points Statement by email. These are also sent out on or around the 5th business day of each month and will 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 'Send me giffgaff updates and offers plus information from select partners' and then click 'Save'. 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. Back to top How to earn payback through sending out SIMs As we're all about rewarding our members and keeping our advertising costs down, we rely on our community members recommending giffgaff to their friends and family or work colleagues. Sending a SIM to a friend (500 points) Once you've activated your own SIM, the best way to earn extra points is by ordering free SIMs via your Spread giffgaff page to help your friends join giffgaff. We've made it easy for you, you can either Order SIMs and give them out by hand or Get them delivered straight to your friends address by first class post. As SIMs ordered via Spread giffgaff are automatically linked to your account. When one of these SIMs is activated you'll earn 500 points which is added to your monthly total and your friend will get £5 free credit deposited in their account as Airtime Credit. This deposit is a MGM Bonus and shows in your transaction history. Note:The only exception to this is if you are a Super Recruiter. Super Recruiters earn payback differently to other members and is detailed further here. 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 limit, it may be possible to increase it. You will have to contact an agent to do this. To earn more points, we advise you to get creative and start recruiting people online with the following methods: Start by reading the Little black book, it will give you a few solid tips. Your own SIM order page is automatically created for you and is available at https://giffgaff.com/orders/mgm An affiliate link looks like this - http://giffgaff.com/orders/affiliate/Your-Member-Name just put your own member name in after the last forward slash. Post this link with a personal message on your Facebook, twitter or any other social media you use to advertise it to your friends. You can do it regularly, but be considerate, you don't want to spam your friends. Create your banner and include it in your forum signature, website or blog. Participate in the Welcome & Join forum. A lot of prospective members are browsing it for information before they join and they are likely to click on your banner if you help them. When someone clicks on your personal URL, they'll be able to order a SIM for themselves. This SIM must be activated with a minimum £10 top-up or goodybag. Recommended by (200 points) This is a great way for being rewarded for helping people you have recommended to giffgaff but they didn't get their SIM from you. Often people hear about giffgaff through blogs and other forums etc. This might also be someone that asked a question in Welcome & Join and they want to thank the member that helped them. During the activation process new members have the ability to add a 'recommended by' member name. If someone enters your mobile number as their referrer in the recommended 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 your Spread giffgaff then the 'recommended by' box will be hidden as we already know which member the SIM is linked to. For more information on how to order SIM cards just click here to Share the Love. Back to top How to earn payback helping giffgaffers There are many different ways to contribute to giffgaff's community. For more information or ideas on how you can help, please look here. As of June 2015, the way that community payback is earned has changed. The new system dubbed "Payback 2.0", is outlined in this post from the community forum. Back to top Missing points 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 just 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 on the next payback payment. PLEASE NOTE: As payback is credited to your account in waves, your dashboard widget / account 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 qualify for payback points, as the member was already registered. Your recruit used another SIM card SIMs ordered via your Spread giffgaff page are automatically linked to your account and you'll receive an email / news feed notification on SIM activation. If your friend has activated a SIM 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. You may find that your friend has activated another SIM - either one they ordered directly from the website, or one from another friend on giffgaff. 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 or you won't be able to earn points. 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 'Recommender box' SIMs ordered through your Spread giffgaff page are automatically linked to your account for points. When one of these SIMs goes through the activation process the 'recommender 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 contact an agent including your friends member name, etc... and we will investigate the SIM history and award points where required. Back to top Payback choices For each payback period that you get payback points, you should think about how you would like to receive them. You can make your selection at any time via the payback widget on your payback page. You have three choices; Cash, Credit or Charity. Cash: This is paid via PayPal Instant Payment, you will need to add your PayPal email address (for your active PayPal account) via the payback widget. You can only select cash if you've earned at least 1,000 payback points. You will not be charged a fee by PayPal to receive it. Credit: Your payback points will be added to your account balance as airtime credit. Charity *: We make sure it goes to the charities chosen by our members. The total amount donated by all giffgaff members will be matched by giffgaff - pound for pound. * How to donate to Charity if you have not selected Charity giffgaff implemented fiendishlyclever's idea and created the giffgaff community's JustGiving page, so that those who take their payback as Credit or Cash can still donate to Charity via JustTextGiving or online, if they wish. JustTextGiving is a free service. There is no cost to you for sending the text message and your free goodybag allowance will not be affected - the only charge will be the donation itself. Note: If you do not make a selection before the payback selection window, your points will roll over to the next payback period. Your payback points can be rolled over only ONCE, before you lose them. Back to top Payback dates The important dates every month are simple. Midnight on the last day of the month is the cut off for that month, any SIM activated after that time will be in NEXT month's statement. Around the 5th business day of the month your My Payback page widget is updated with the previous month's points and the figures are displayed in your Newsfeed in the middle of your My giffgaff page. PLEASE NOTE: As payback is credited to your account in waves, your dashboard widget / account 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. Those who have opted in to giffgaff marketing will also receive their monthly points statement by email and text. Here are the approximate key dates for payback. For more accurate dates check the News and Announcements forum closer to the date. Early April & October Community discussion starts for members (with active SIMs) to nominate a charity of choice to receive payback donation. This is open to all members not just those that wish to donate their payback to charity. Mid May & November Nominations for charities close and voting begins. End May & November Voting for charities closes and charities announced in the community. 31 May & 30 November Current payback period ends. Points earned up until midnight are included in the period. 1 June & December giffgaff tallies points earned in the payback period. Any points earning activity by members/recruits that happens from today onwards is in the next payback period. Your final points statement will be sent in a few days time and the points tally will be updated in your My giffgaff page. About 4-5 June & December Early selection window closes. If you want to take your payback as airtime credit you will receive it before Paypal payments and selections made after this date. About 7-9 June & December First credit payments are processed. If you selected credit before the early selection window closed we will include you in this early payback payment. About 10-12 June & December Selection window closes. You must select how you want to receive your payback (as credit, cash or donate to charity) before midnight. No late selections will be accepted. About 13 June & December The remaining payback starts to get processed. We will process all remaining credit and Paypal payments. This payment process takes a different amount of time depending on the payback option selected. About 19 June & December Second Paypal payment run will be processed. About 13-20 June & December 'Ask an agent' about payback queries open. As payments will be chugging through at different speeds, it is not possible to investigate any payments until all payments have been processed. Back to top Qualification for payback To qualify to receive any payback points you have earned, as Cash, Credit or a Charity donation, you must: Have an active giffgaff SIM (includes SIMs which have been reported lost or stolen) at the end of the payback period - i.e. on 31 May for June's payout, and on 30 November for December's payout. Have a positive payback points balance. Have used your giffgaff SIM within the last 3 months of the current Payback period - i.e. you must have made a call, sent a text or used data between the 1st of March and the 31st of May for June's payout, and between the 1st of September and the 30th of November for December's payout. Not be in breach of any of our standard Terms and Conditions. Back to top When payback is not payable You will not receive payback if: You haven't used your phone within the last 3 months of the payback period (see above i.e. haven't made a call/sent a text/used mobile internet). Your service has been ceased. You have a pending PAC (port/ transfer out). Your service has been barred for non use. You have been banned from the community / all giffgaff services. There is a chargeback pending on a payment to giffgaff. For full terms please refer to our Terms and Conditions. Back to top Handy Links The Super Recruiter Programme's FAQ Payback and tax implications Payback timings and deadlines Why is my payback not credited to my Paypal account? Guide to Spread giffgaff Guide to the personalised usage statement Back to top
There are different causes which can explain why you can't use your mobile Internet connection right now. You can use this article to find what is causing this situation and how to solve it. Here is a quick video that will guide you through all the steps. If you would rather read about it check out the section below: Back to top Symptom You have an active SIM in your device but you can't use mobile Internet at all. Cause How to identify it The device's settings are incorrect Calls and texts are working but not Internet (and possibly MMS) Your connection is suspended If you have been tethering then your connection may be temporarily suspended. Launch the browser on your mobile device. Try to navigate to any website. A tethering warning message is displayed. You have neither credits nor a goodybag or gigabag Log in Go to My giffgaff. Verify if you have a positive balance (under the section "My account) and / or an active goodybag/gigabag with remaining data (under the section "Your goodybags") Remedies Cause Remedy The device's settings are incorrect You must correct the settings of your device so they reflect giffgaff's APN / Internet settings. You'll find these settings with generic instructions in this article You can also use Search for your device settings Your connection is suspended The Internet ban for tethering lasts 30 minutes and your connection will be automatically reactivated after this time out period. If the ban is repeated, your connection may be suspended for a longer period and you will have contact an agent to reactivate it. Learn more about the tethering ban You have neither credits nor a goodybag or gigabag Log in Top-up your account Symptom You have an active SIM in your device but your mobile Internet is slow. Cause How to identify it You have little coverage / signal Verify your phone signal (it should display 4G, LTE, 3G, H, 2G, GPRS or E) Verify the local coverage. Verify if there is a mast issue in your area. The network is congested Your connection is slower when you are in a crowded area and / or at peak time during the day. Your SIM is dirty or dysfunctional. Remove your SIM and look for traces of dirt or wear. Remedies Cause Remedy You have little coverage / signal Wait to be in an area with coverage / for the mast issue to be resolved The network is congested. We have been taking steps to allocate the network resources more fairly when and where the pressure on the network resources is the highest. See here and here for more details. We advise to defer data-intensive activities (e.g. apps update, podcast downloads, etc...) during peak time to avoid putting pressure on the network and so everybody's experience is good. If you think you have been impacted by the traffic flow measures and want more details, please ask the agents, stating when you noticed a slower connection. Your SIM is dirty or dysfunctional Turn off your Phone. Remove your SIM and clean it. Reinsert the SIM. Turn on your Phone. If you see further issues with your SIM, it could be worth doing a SIM Swap.
4G is here and this guide will help you making sure that you are all ready for it. Make sure your area is covered Verify if your device is 4G-ready Buying a 4G 'as standard' goodybag Frequently Asked Questions Handy Links Make sure your area is covered This may sound obvious, but we would not like you to buy a 4G goodybag if you can't enjoy 4G speed. For this reason, we advise you to check if you can receive a good service where it matters more to you - especially if you can't get Wi-Fi there. Check the 4G coverage for your area Back to top Verify if your device is 4G-ready Verify your phone is compatible with giffgaff's 4G using the GSM Arena website. Use the search function to find your phone, then under Network look for the 4G Bands section in the search results. In order to receive a 4G signal, your device must be able to connect to 4G / LTE with the 800MHz frequency. If you are unsure of how to do this then see How can I check that my device is 4G compatible. Most of the 4G phones sold in the United Kingdom are compatible with giffgaff's 4G, with the notable exception of the iPhone 5. All iPhones from the iPhone 5C and up will be able to receive a 4G signal on giffgaff. More and more phones are 4G-ready now, you can find the 4G phones sold by giffgaff here and the 4G phones which have been voted best by the Community here. If you use an iPad, the list of models that are compatible with the 4G frequency that giffgaff uses is available below: List of compatible iPads iPad Pro (12.9-inch) Model A1652 iPad Pro (9.7-inch) Model A1674 iPad Air 2 Model A1567 iPad mini 4 Model A1550 iPad mini 2 Model A1491 iPad mini 2Model A1490 iPad Air Model A1476 iPad Air Model A1475 iPad mini 3 Model A1601 iPad mini 3 Model A1600 However the following iPad models are NOT compatible with the 4G frequency that giffgaff uses: iPad with Retina display (4th generation) Model A1460 iPad with Retina display (4th generation) Model A1459 iPad mini Model A1455 iPad mini Model A1454 iPad with Retina display (3rd generation) Model A1430 iPad with Retina display (3rd generation) Model A1403 Tip: Update your phone's software We also advise you to update your phone's software to the latest version available. It may happen that the phone manufacturer did not activate the 4G signal by default when you bought your phone, this would make sure that your phone is all set. Back to top Buying a 4G 'as standard' goodybag Our goodybags are now available for purchase on the goodybag page. Please note that all goodybags now come with 4G as standard. In order to get 4G you must Be in a 4G covered area. Have a compatible device capable of getting Band 20 at the 800Mhz frequency. Back to top Frequently Asked Questions Why did I lose my Internet connection? 3G and 4G services are two different parts of the network, so we have to move your Internet connection from one to the other. Don't worry, you simply need to refresh your data connection to reactivate your Internet connection. The easiest way to do it is to restart your phone or switch the airplane mode ON and OFF. Does 4G work with a 3G SIM card? Yes it does, but you may notice a short delay as your SIM card will look for the 3G network first. If you are using a 3G SIM card there is no need to change, and you can swap for a 4G SIM card later. Can I purchase a 4G goodybag with a 3G Phone? Yes, you can. 4G comes as standard on giffgaff but all goodybags will work in all devices. What if I run out of my data allowance? If you run out of data allowance, you can purchase a new goodybag to replace your active goodybag, see this article for more details about purchasing a new goodybag early. If you don't want to purchase a new goodybag early, you can still use your connection until your goodybag expires at the special rate of 2p/mb until the goodybag expires. Can I have 4G on Pay As You Go? If you are not using a goodybag, you can still use your data connection on Pay As You Go. The type of connection will be the same as your last goodybag. What if I move out of 4G coverage? When you are moving around, it's likely that you will sometimes lose the 4G signal. When this happens, your phone will simply pick-up a 3G signal and your data connection will keep on working. When you will come back to a 4G covered area, your phone will revert to 4G (You will have to restart your browser to refresh your session and enjoy 4G speed again). Can I tether with a goodybag? You can tether on all goodybags from giffgaff. The only exception to this is the £20 'Always on' goodybag. You are only allowed to tether for the first 6GB's of this goodybag. After this allowance has gone you must disconnect any devices. For more information on the £20 'Always on' goodybag have a look in the Guide to Always On Back to top Handy Links How can I check that my device is 4G compatible Guide to Always On How can I buy a goodybag early Check the 4G coverage for your area Back to top
As a giffgaff community member, you qualify for 3 months (93 days) of free giffgaff to giffgaff calls and texts. This 3 month period resets each time you make an eligible top-up. This guide will tell you everything you need to know about your giffgaff to giffgaff free calls. Handy Video What are free giffgaff to giffgaff calls? What are the eligible top-ups? What happens when I am abroad? Handy Links Handy Video Here is a quick video that will guide you through all the steps. If you would rather read about it check out the section below: Back to top What are free giffgaff to giffgaff calls? Every time you make an eligible top-up to your giffgaff number, you will receive 3 months (93 days) of free giffgaff to giffgaff calls and texts. This means that you can call, text, call forward or video call for free to anyone with a giffgaff number. Every time you make an eligible top-up the 3 month period is reset. There are two restrictions to this offer: The maximum length of a free giffgaff to giffgaff call is 60 minutes. Any additional minutes are charged at the normal U.K. rate i.e. Out of your goodybag minutes or from your existing credit if you don't have an active goodybag with minutes left. To avoid the additional charges simply hang up before the 60 minutes are up and redial. The free giffgaff to giffgaff calls and texts do not apply when you are roaming, i.e. when you are abroad. You can verify when your free giffgaff to giffgaff calls and texts end at any time by: Going online to your My giffgaff page and looking in the "My goodybags" section (directly under your active goodybag / gigabag). By dialling the Network Shortcode *100*1#. For other useful shortcodes see this article. Back to top What are the eligible top-ups? You can reset the 3 months of free giffgaff to giffgaff calls and texts by doing any one of the following: Redeeming a voucher of £10 or more. Buying airtime balance of £10 or more with a debit / credit card or using PayPal. This includes auto-top up. Buying a goodybag / gigabag of £5 or more with a debit / credit card or using PayPal. This includes recurring and queued goodybags (note: The reset occurs when the goodybag/gigabag becomes active). Taking payback of £10 or more as airtime credit (note: The reset occurs on the date in June or December the credit arrives on your account). Receiving £10 or more credit from another giffgaff member i.e. By Receiving a top up from another giffgaff number. Renewing a recurring goodybag/gigabag early. The following are not eligible top-ups: Buying a goodybag with existing airtime credit. Any goodwill payment. Adding credit to another giffgaff account from your account. Purchasing a goodybag with a card will not reset your giffgaff to giffgaff allowance until the goodybag becomes active. Important: Adding £10 or more airtime credit (either by card or by voucher) resets the giffgaff to giffgaff allowance from the top-up date. If you top-up your balance, then buy and queue a goodybag or gigabag from that credit, your giffgaff to giffgaff allowance would reset for 3 months from the date the top-up was added, not the date the goodybag goes active as goodybags bought from credit are not eligible top-ups. Back to top What happens when I am abroad? When you're abroad, you'll be able to call your friends on giffgaff but these calls and texts won't be free, they will be charged according to the corresponding roaming charges. If you are in the U.K., you can call your giffgaff friends who are abroad for free, but they will be charged for this call. All calls received abroad are charged according to the roaming charges. This table will help you identify who (you and/or your giffgaff friend) will be charged when you are both eligible for free giffgaff to giffgaff calls and texts: Your giffgaff friend is in the U.K. Your giffgaff friend is abroad You are in the U.K. You: Calls & texts are free to make and receive Friend: Calls & texts are free to make and receive You: Calls & texts are free to make and receive Friend: Calls are charged at roaming rates to make and receive. Texts are charged at roaming rates to send* You are abroad You: Calls are charged at roaming rates to make and receive. Texts are charged at roaming rates to send* Friend: Calls & texts are free to make and receive You: Calls are charged at roaming rates to make and receive. Texts are charged at roaming rates to send* Friend: Calls are charged at roaming rates to make and receive. Texts are charged at roaming rates to send* * Texts are always free to receive whether you are in the U.K. or abroad. This applies even if you do not have free giffgaff to giffgaff texts. Back to top Handy Links Using your mobile abroad Guide to top-up Guide to queued goodybags I have been charged for giffgaff to giffgaff calls, why? Two ways to top up any giffgaff number Back to top
ATTENTION: All goodybags available to purchase from giffgaff are now 4G. Please view the following articles for updated information: Guide to goodybags & gigabags & Purchasing your first goodybag This article remains for some of its reference values. No further edits / updates will be made. To use 4G on giffgaff, you need to purchase a 4G goodybag. This article details the best way for you to move to a 4G goodybag. How can I purchase a 4G goodybag? What if I already have a 3G goodybag? Why did I lose my Internet connection? How can I purchase a 4G goodybag? Back to top The 4G goodybags are available in a separate tab of the goodybag page. A 4G goodybag is purchased in the exact same way than a 3G goodybag: Select the 4G goodybag the most appropriate for your usage Select additional credits - Optional Select if you want to recur this goodybag every month Select your payment method Validate Note: If you are already recurring another goodybag, you need to change your recurring settings instead. See below for the different options available if you already have an active goodybag right now. Please note that it's up to you to select the most appropriate goodybag at all times. In particular, you need to ensure that your phone is compatible with giffgaff's 4G signal before purchasing a 4G goodybag. What if I already have a 3G goodybag? Back to top 4G goodybags follow the same rules as any other giffgaff goodybag. This means that you cannot activate a 4G goodybag while you already have an active 3G goodybag. The only exception to this is if you have less than 5 minutes or 5MB left in your active 3G goodybag. If this is the case and you would like to replace it with a 4G goodybag, please follow this guide. Otherwise, it is possible to purchase a 4G goodybag to queue it so it starts right after your current goodybag expires. It will also be possible to change your recurrence settings, to recur a 4G goodybag instead of your usual 3G goodybag. If you are usually recurring your goodybag, you can change your settings to recur a 4G goodybag instead. If you have a queued goodybag, you can contact the agents and ask them to remove it. If you don't have a goodybag queued or set to recur, you can simply purchase a 4G goodybag. It will then be available after your active 3G goodybag expires. Why did I lose my Internet connection? Back to top 3G and 4G service are two different parts of the network, so we have to move your Internet connection from one to the other when you are buying a 4G goodybag for the first time. Don't worry, you simply need to refresh your data connection to reactivate your Internet connection. The easiest way to do it is to switch the airplane mode on and off, or to reset your phone. If the area you are in is covered by our 4G signal, you will see your phone using the 4G signal. Enjoy. Please note that the same operation will apply if you purchase a 3G goodybag next. The first time you purchase a 4G goodybag, it can take up to 24hours for you to see 4G come through, just like with activations.
If your usage has changed recently you may wish to modify your recurring goodybag to reflect this change. Thankfully you can change or cancel your next goodybag up until 7:30pm on the day when your active goodybag expires. Here is the method to do it. How to change your recurring goodybag How to cancel your recurring goodybag How to change your recurring goodybag Log into My giffgaff and directly underneath your community membername you will see your current and recurring goodybags. To change your recurring goodybag go to the My payment details page. Locate the Recur your goodybag section and click on Change to display your current recurrence settings. To modify the goodybag, select the goodybag you want next, and click Save recurring settings. That's it, you have changed your recurring goodybag. To double check you've changed your recurring goodybag correctly. Go back to My giffgaff were you'll see that your recurring goodybag (to the right of your active one) has now been replaced with the new goodybag you chose in the previous steps. Back to top How to cancel your recurring goodybag Log into My giffgaff and directly underneath your community membername you will see your current and recurring goodybags. To change your recurring goodybag go to the My payment details page. Locate the Recur your goodybag section and click on Change to display your current recurrence settings. Untick the Recur your selected goodybag box and click on Save recurring settings. Go back to My giffgaff and you'll see that your recurring goodybag has been replaced by the following link - Recur your goodybag which will have this message "Recur your goodybag automatically and give yourself one less thing to remember. Now that's awesome." That's it, your recurring goodybag has been cancelled. You'll be able to select a new recurring goodybag by following the information above. Back to top
giffgaff observes a "No Spam" policy and will only contact you with account related information (e.g. confirmation of changes of personal details) or for marketing communication you opted in. Troubleshoot issues with emails Error codes from email service providers Manage marketing emails Personalised points and usage statement Handy Links Troubleshoot issues with emails If you're expecting an email from giffgaff (like a password reset email or a points/ usage statement) and it hasn't appeared in your inbox - please check the following: Check spelling of your email address The most common reason why our members do not receive our emails is that we have a wrong address in our database. You can verify and correct your email address in My giffgaff - we will automatically quarantine any email addresses that have typo's or automatically flagged as spam. Check your SPAM folder Please check your SPAM folder for emails from: "firstname.lastname@example.org" and "ask an agent" response emails. It you find that our emails are spammed by your email provider, you can add all @giffgaff.com addresses to your contact list so they will be delivered to your inbox. Change email address If you've entered your work email address, our emails must be stopped by the Spam filter from your company. Some businesses have very strict spam filters which stop emails from unknown domains coming through so we advise to change your email address to a personal one under My giffgaff. Opt-in to marketing communication If the email you are expecting is a marketing communication, make sure you opted in. To check your Marketing preferences head to: My giffgaff > Contact permission and check that both boxes are ticked. You need to be opted in before midnight the previous day to be included in these communications. Once you've done the above, one way to test these changes is to request a password reset (don't worry it won't reset your password until you click on the URL in the email). If you receive this email in your inbox, your problem is solved. Back to top Error codes from email service providers In order to help you identify the different reasons why an email is not delivered, we listed below the error codes which are sent back to us by the email service providers. User unknown Domain exists, but username typically mis-typed. Typical error message we'll see: 550 Requested action not taken: mailbox unavailable 550 No Such User Here 554 delivery error: dd This user doesn't have a yahoo.com account (youremail @ yahoo. co. uk)  - mta1337.mail.bf1.yahoo.com What to do: Update your email address under My giffgaff. Invalid domain Domain typically mis-typed. Example errors: DNS request failed for 'gmail.co.uk'. DNS request failed for 'btinternet.com'. DNS request failed for 'cnxltd.com'. DNS request failed for 'hotmail.co.uk'. What to do: Update your email address under My giffgaff. Account disabled The ISP or user has closed the email account. Typical error message include things like: 554 delivery error: dd Sorry your message to >youremail @ yahoo. co. uk cannot be delivered. This account has been disabled or discontinued [#102]. - mta1004.mail.ir2.yahoo.com Looks like the email account you've listed doesn't exist any more, start with your ISP or update your email address in My giffgaff to one that you use more often. Blacklisted address User has marked email@example.com as Spam or ISP has put it in the junk box. Typical error message is something like: Inbound e-mail bounce (rule 'Feedback_loop_Yahoo' has matched this bounce). Inbound e-mail bounce (rule 'Feedback_loop_Hotmail' has matched this bounce). Inbound e-mail bounce (rule 'Feedback_loop_Aol' has matched this bounce). What can you do: If the email address you've listed is correct, check your junk/spam folder for firstname.lastname@example.org - your ISP has indicated you don't want to receive email any more, so we've stopped sending them to you. Add email@example.com to your contact list, send a message to Ask an Agent to ask that your email address is taken out of quarantine. Refused ISP not allowing email through. Typical error messages include things like: 554 Relay Access Denied - psmtp 550 Blocked 550 5.7.0 Rejected as spam Inbound e-mail bounce (rule 'Feedback_loop_Hotmail' has matched this bounce). What to do: As above, under blacklisted. Mailbox full Email address full up, ISP not allowing any more emails to be sent. Typical error messages include things like: 552 5.1.1 Boite du destinataire pleine. Recipient overquota. OUK_417  552 4.2.2 User has full mailbox. 451 4.2.1 Mailbox busy, try again later 552-Requested mail action aborted: exceeded storage allocationQuota exceeded.For explanation visit http://postmaster.web.de/error-messages What to do: Clear some space from your inbox. This is a soft bounce, if you clear some space by the time we re-try sending you an email, it should be received fine. Not defined Typically means email address has been manually entered into blacklist, usually a request via a member asking an agent. Back to top Manage marketing emails Occasionally we send emails updating members about product and service changes and also other useful information such as recent usage and recommend plan. You need to be opted in to receive marketing messages. To check your preferences please login and then head to: My profile & settings Scroll down the page till you see "Contact permission" and click Open (located on the right of the page) Place a tick in both boxes and then select "Save". giffgaff's database is updated overnight so please allow time for these changes to take effect. Back to top Personalised points and usage statement Every month we send a Points update and usage statement which includes a recommended plan based on your previous usage and includes savings you've made over the past month. We send this email on or around the 5th business day of each month. You need to be opted in to marketing prior to the first of the month to be included in this email. If you've just joined - you'll receive your first statement email the following month. Please note: It isn't possible for us to resend marketing emails to individuals - please ensure your contact information is correct and that you've opted in to receiving marketing messages. Back to top Handy Links Guide to personalised usage statement Back to top
Depending to your situation, there are several explanations for why you could have no signal right now: Handy Video You just joined and never had any signal You never had issues but suddenly lost the signal None of the above Handy Links Handy Video Here is a quick video that will guide you through all the steps. If you would rather read about it check out the section below: Back to top You just joined and never had any signal If you activated your giffgaff SIM recently and never had any signal, the possible reasons are: Your activation is incomplete Your phone is locked to another operator Incomplete activation To check if your activation is complete, log in to the giffgaff website and head to My giffgaff. If your SIM activation has been successful, your number will be displayed under your member name. Moreover, the credit or goodybag you bought with your first top-up is displayed. Note that the activation can take up to 24 hours to complete. If you still have none of the above after this 24 hour period, please contact an agent (Category "Mobile Services" and then "Activating your SIM"). Please give as much detail as possible so the agents can control the status of the activation of your SIM. Your phone is locked to another operator If you have an error message on your phone (eg.s "Invalid SIM", "Enter Network Unlock Key"), it is likely that your phone is locked to another operator. For more information about unlocking your phone, you can have a peek at our unlockapedia which is a handy guide to websites and advice to unlock specific phones. Back to top You never had issues but suddenly lost the signal If you never had any issue using your giffgaff SIM until now and your service suddenly stopped, then the possible reasons are: There is a service outage Your phone is faulty or does not recognise the SIM any more The SIM itself is faulty Your SIM has been inactive for too long Service outage There are two ways to identify a service outage: An outage is identified in your area by the mast service checker The issue also affects other giffgaff or O2 SIMs in the same area. If you don't have another active SIM to verify, you can go to this board to see if there is another giffgaffer with the same issue in your area. If there is an outage identified in your area, O2's engineers are already working on it and you will have to wait for them to restore the service. To check on further progress of your fault please visit our service checker page here or download the My Network App ( android / iTunes ) and insert your postcode and select search. If there is no fault showing you can report your issue using the "I Disagree" button (shown below): If your service issue is not resolved within a reasonable time you can ask one of our agents to request an update on the progress of your issue from O2 using this link here Check if your handset is faulty Try using your SIM card in another unlocked (or O2 locked) handset, if it works your handset might have a fault, in this case you can try a hard reboot. On most smartphones, this involves pressing and holding down the "Power" and "Volume Up" buttons until the phone reboots. However on some Android phones, such as those that don't have external volume controls, may require that you press a different button, such as the "Home" or "Menu" button (please consult your phone manufacturers website for more information). On most non-smartphones and some android smarthphones where battery can be removed, this involves removing the battery from the device whilst your handset is switched on. For iPhones, press and hold the home and lock key for 10 seconds. It is also advisable at this stage to check that the SIM is clean. Check if the SIM is faulty If you have an error message on your handset (e.g. "SIM not recognised" or "SIM not valid") or if your SIM does not work when tried in another phone, do a standard SIM clean (which is just really giving the SIM card a wipe to ensure that there's no dirt on the card, being carefully not to scratch the gold chip). Once you have cleaned your SIM, re-insert it into your phone. If you have activated successfully, your SIM should now be in full working order. If not, it is certainly faulty. If your SIM is faulty, you will need to order a replacement SIM card. Please note that swapping your SIM card won't solve this particular issue. Your SIM or account has been inactive for too long For your SIM and account to remain active, you need to have completed at least one of the following actions within the last 6 months: Make a least one call, SMS or MMS to another number (for technical reasons, emergency calls (i.e. 999/112) and SMS's/calls to giffgaff services (i.e. 2020, 43430) do not apply) Make at least one connection to the Internet Receive at least 4 calls of more than 10 seconds Make a least one top-up/purchase (credit or goodybag) Receive payback points (for recruiting new members or participating in the community) If none of the above actions have been done, then your number will have been disconnected and all remaining credit will have been lost. Back to top None of the above If none of the above has helped solving your issue, please contact the agents. They will check your account for faults and then advise if a replacement SIM is required. Back to top Handy Links Guide to activating your giffgaff SIM Unlockapedia How do I update my giffgaff settings on a new handset? Using SIM Swap to replace your SIM Our service checker Back to top
A SIM Swap is a convenient way to replace your existing SIM, but it is not always the correct solution. What situations are appropriate to use a SIM Swap When should you not perform a SIM Swap Handy Links What situations are appropriate to use a SIM Swap You can use a SIM Swap in the following situations: Your current SIM is faulty or broken You need a SIM of a different size (e.g. when changing to a new phone) Your SIM is lost and you don't need to bar your phone - but do read this article carefully first Ordering a replacement SIM generally takes between 1-3 working days. If you already have a SIM which has never been activated, SIM Swap is a much quicker solution as it only takes a few minutes to transfer your number, credit and goodybags to another SIM. If you need a new SIM card order one from the Order page. Back to top When should you not perform a SIM Swap Its advisable not to use a SIM Swap in the following situations: Your phone and SIM card have both been lost/stolen and you wish to bar your phone and SIM You have already reported your SIM lost or stolen and requested a replacement SIM. It is not possible to perform a SIM Swap until the replacement SIM has arrived and been activated. Back to top Handy Links Instructions on how to perform a SIM Swap How to order a replacement SIM with the Lost & Stolen procedure Back to top