This typically happens when we’re unable to debit funds from your balance or bank account. Expired cards are also a common reason for payment rejections, which can put your contract on hold.
Keeping your payment details up to date ensures your giffgaff payments go through smoothly, preventing any delays.
To resolve this, please update your card details by following the steps.
Head over the giffgaff website / giffgaff app
If you aren't logged in already, login into your giffgaff account
Click on Orders and Payments
Select ‘Update card’ or ‘Add credit/debit card’
Enter your card details
Check your billing address - click ‘Change’ if needed
Once completed, click ‘Update card’
Note: If you're currently in a contract, you won’t see the option to remove your payment card, as an active card is required for the recurring monthly payments.
Contract plans can only be restarted using a saved card or PayPal – restarting from credit isn't possible.
Once your contract ends, it automatically moves to a rolling monthly plan (which isn’t tied to a contract), and at that point, you’ll have the option to remove your card if you wish.
Buying a new contract
If your plan has been cancelled due to payment failure, you will need to purchase a new one. To do this, follow these steps:
Click ‘Buy a plan’.
Select the plan you’d like to go ahead with.
Reselect the plan you had previously. You'll need to recomplete the purchase steps, but don't worry - this won't restart your contract length, you'll pick back up where you left off.
Did this solve your problem? If not, pop over to our friendly community for a quick response. Or ask one of our helpful agents for an answer within 24 hours.