The Community
The giffgaff community is a lively space where you can get involved. Members can give and receive support, help grow and shape the giffgaff way of doing mobile, and make a difference in other lives.
There’s never a dull moment when you participate. You can:
chat with other members
get your creative juices flowing
answer questions when people need help
react to other posts
make suggestions when you observe something not quite right
Note: New members can't share images and links, update their avatar or use the private message system. For further information, please feel free to visit our community guidelines.
What's an Educator?
Educators are staff members who support and engage with the topics shared within our Community. Their primary role is to educate and guide our members through positive reinforcement, helping them better understand and navigate discussions.
Unlike 'Moderators,' who typically oversee content for behaviour, our community at giffgaff is self-moderating. This means that our members help identify issues, allowing us to focus more on fostering engaging content and bringing exciting new ideas to the forefront, rather than focusing on penalising negative behaviour.
How to identify an educator
How to identify an educator
You can identify an educator by their yellow circled avatars and their educator badges:
You can also learn more about the community team here.
What are reactions?
Reactions are a way to give positive feedback to other members. A way to say “Thanks” or “Nice one”.
For example, if you ask a question in the community you can choose an appropriate reaction for the replies that help you out.
What's a refresh session?
Refresh sessions are in-depth topics designed to provide detailed information about our products and services. You can find these on our Community, under Refresh sessions.
These sessions are more technical than standard articles in our knowledge hub, and are specifically tailored for our helper audience.
They're often structured in an FAQ-style format and each session compiles comprehensive insights on a specific topic into a single, easy-to-navigate thread. Think of them as online training modules, created to help both new and existing helpers deepen their understanding and boost the support they can give.
What is private messages (PMs)?
On the Community, members can send private messages (PMs) to chat directly with other members or catch up with the Community team. Look for the 'Messages' button at the bottom-right of the Community home screen
Example
Example
Note: PMs cannot be deleted. However, received PMs can be archived. Within the PM, click the '3 dots' at the top of the chat and click 'Archive'.
How do I know if I have been sent a PM?
When you receive a PM, a red dot will appear to notify you of a new message.
Example
Example
How do I send a PM?
Want to send a PM? It's super easy. Here's what to do:
Click on the pen symbol
Enter the membername of the member receiving the PM
Type your message
Press 'Send'
Important: Members should NOT send a PM to ask another member for help. Instead, post in 'Help and support', or chat with our giffgaff HelpBot for help. Alternatively, ask one of our helpful agents for an answer within 24 hours.
FAQs
Member safety comes first. We want you to feel secure online, so here are some FAQs to help you spot red flags in PMs and keep your online chats safe:
Can anyone send me a PM?
Can anyone send me a PM?
Yes, but here's what to look out for in a potentially fraudulent private message; incorrect spelling, spelling giffgaff 'Giffgaff, Giff-Gaff, Giff Gaff or GiffGaff', and signing off a PM as “Support”.
How do I deal with a PM I'm unsure about?
How do I deal with a PM I'm unsure about?
Ignore it. Do not reply to the PM and do not provide any personal information.
How should I report a suspicious PM?
How should I report a suspicious PM?
Alert a member of the community team by posting in 'Contribute'.
How can I tell if a PM is from a member of the community team?
How can I tell if a PM is from a member of the community team?
A member of the community team will introduce themselves and address you by your membername.
Did this solve your problem? If not, pop over to our friendly community or chat with our giffgaff HelpBot for a quick answer. Alternatively, ask one of our helpful agents for an answer within 24 hours.