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. To resolve this, please update your card details by following the steps below.
Keeping your payment details up to date ensures your giffgaff payments go through smoothly, preventing any delays.
How to update your payment details
Head over the giffgaff website / giffgaff app
If you aren't logged in already, login into your giffgaff account.
3. Go to Order and payments page (you’ll find it at the top of the page)
4. Click on Orders and Payments to access the page shown below.
5. Select ‘Update card’ or ‘Add credit/debit card’
6. Enter your card details
7. Check your billing address - click ‘Change’ if needed.
8. 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:
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.