Getting started on giffgaff
Welcome to giffgaff. You probably have a lot of questions about how things work so we prepared this guide to get you started.
Activate your SIM
Activate your SIM
Before we get started, let's make sure that your device is unlocked and that you have coverage where you are.
Start by inserting the SIM card into your device:
Start by inserting the SIM card into your device:
Detach the SIM card from its holder. SIM cards are 3 SIMs in 1 (called "triple SIMs"), simply pop out the size of SIM you need
Insert it into your device
Turn your device on
If your phone asks for a PIN code, enter "5555", and press ok.
See a signal?
Yes - Great, you can now activate your SIM card
No - It could be due to your phone being locked to your previous provider - don't worry, we have a handy guide which gives you advice about how to unlock your phone in our "unlockapedia". If your phone is not locked, you may want to check the coverage in your area.
Head to 'Activate my SIM' - you will be asked to top-up or buy a plan, unless you have pre-paid for a plan upfront. If you have prepaid for a plan, please make sure to log in to the same giffgaff account that you used to prepay for your plan when activating, as it will not be possible to transfer your plan to a different account at a later stage.
After this step, your new giffgaff SIM will activate - simple as that (see this guide for more info).
Set up data and picture messages (MMS)
Set up data and picture messages (MMS)
When you popped your SIM in your phone, the first thing you'll want to do is make sure that you have the right settings to get data/mobile Internet and Picture Messaging (MMS) up and running.
These instructions will not work on Apple/iPhone devices, as there is no where to input the settings. Putting the giffgaff SIM in the slot, the settings should set automatically.
On Android devices, they can usually be found in the Settings app under Mobile Networks/Networks, Mobile Network, then Access Point Names/APNs. Make sure to tap the new button (it might be hidden in a menu behind three dots).
APN: giffgaff.com
Username: {Leave Blank}
Password: {Leave Blank}
Proxy: {Leave Blank}
MMS proxy: {Leave Blank}
MMS port: {Leave Blank}
MCC: 234
MNC: 10
Authentication type: {Leave Blank}
APN Type: mms
Transfer your phone number to giffgaff
Transfer your phone number to giffgaff
You can bring your old number to giffgaff, it could be switched over as early as tomorrow (Mon-Friday) if you get a wriggle on.
Two simple tasks:
Two simple tasks:
Ask your old network for your PAC (you can just text 'PAC' to 65075 from the number you want to transfer)
You can also read this guide which explain all there is to know to transfer your number to giffgaff.
Useful numbers
Useful numbers
Voicemail:
Your voicemail number is 443. Guide to voicemail
Balance notifications:
To check your balance, dial 43430 for free and choose Option 2 or view your balance and credit, by heading over to your dashboard on the web or on our app.
When you finish a call or send a text, you'll also get a text from giffgaff telling you how much that cost you. You can switch them on/off under my profile & settings.
Shortcodes:
Shortcodes are used to access quickly network functions from your phone - a bit geeky, but some are handy. Check out our guide to useful network shortcodes for more info.
SMS Support:
You can also text keywords (e.g. membername) to 43430 to receive instant information. See the full list of keywords.
How to buy plan
How to buy plan
When you activate your sim, you will be prompted to choose and pay for your first plan, unless you prepaid a plan when you requested your sim or bought a phone (in which case it's important to activate your sim while logged in to the same account).
Note: If you know you don't need a plan, you can scroll down and select the option to buy credit instead.
Auto-renew plans:
Your plan is set to renew automatically if you activate with a credit/debit card. It'll repeat each month, following activation you can add your PayPal account to renew. You no longer need to save a card/PayPal to have a Monthly Rolling plan as members can now auto-renew from credit. Monthly rolling plans are only available if you turn on Auto-renew. Monthly Rolling plans do not automatically start early if you run out of data before the expiry date, but you can start a plan early when your data balance is 500 MB or below.
Need to make a change? You can also update your Monthly Rolling settings under My Payment Details.
Buying your next plan without auto-renewing:
You can buy a plan manually in three different ways:
on the Home tab of the giffgaff app
online, on the giffgaff website
by dialling 43430 and choosing option 2 not option 1. Note that only voucher payments can be accepted via 43430.
It is possible to Queue your next plan without waiting until your plan expires before buying another. A queued plan will be shown as next plan on your dashboard and will automatically start one month after your previous plan.
How to add credit
How to add credit
Credit is only needed if you will be using services not covered by your plan (such as calling special rate or international numbers).
See https://www.giffgaff.com/pricing for full details of services not covered by credit.
We have different ways to help you manage adding credit, so you don't have to run out of credit.
Add credit: How to add credit to your account
Voucher top up: If you're not by a PC, you can buy a giffgaff top up voucher at an off-licence/supermarket and top up by calling 43430. You can also use an O2 top-up voucher, but make sure to call 43430 instead of the number on the voucher.
Auto top up: Set up auto top up, so it automatically tops you up when your balance drops below £3.
Update your auto top up settings under My Payments.
One thing to remember, if you have credit on your account but your plan expires or you run out of data, you will start to use your credit allowance for things like data, calls and texts. To see our pay as you go rates, see our pricing page, or alternatively you can start a new plan early.
Personalising your service
Personalising your service
There are also a few options that you can manage to tweak our services to your liking.
Adult content: Turn on/off the adult content bar under My profile and settings. For more info, see How do I lift the adult content bar?
Marketing preferences: To get recommended plans, Payback point statements and usage statements, you'll need to opt in to marketing messages. You can update your marketing preferences under My profile and settings. Add no_reply@giffgaff.com to your contact list to make sure to receive our emails.
Personal details: You can update your postal address, email address and password under My Details
How to get the best value
How to get the best value
Free giffgaff to giffgaff calls:
Did you know you get free calls and texts to other giffgaff members? To qualify for this, a top-up or plan purchase must be made with a voucher or credit/debit card at least once every three months. Purchases made from credit do not qualify. See here for more details.
Recommended plan:
Each month we send our members a summary about how you use your phone via a personalised usage statement.
If you have a plan, we usually send this by email 2 days before your plan expires. If you're on Pay As You Go, we send that at the beginning of each month.
We give you an update about how you’ve used your phone and what the best plan could be for you (i.e. a plan or just our great value Pay As You Go rates) 25p/min 10p/MB 10p/text. You need to be opted into marketing to receive these communications. You can update your contact preferences under My details and settings.
Usage summary:
Once you've been on giffgaff for more than 3 weeks, you can text PLAN to 43430. Within 10 minutes, you'll get a text with your recent usage and recommended plan for you.
If you've not been with giffgaff for 3 weeks, you won't get a suggested plan.
How to get help
How to get help
Remember, giffgaff is a little different because we don't have call centres. Instead, we have an friendly army of community helpers. If you have any trouble while on giffgaff, you can contact them and they'll typically answer your question within a couple of minutes.
We've also got a team of giffgaff Agents who can handle account-related questions, such as payment problems, cancelling your account, or unblocking your phone.
Whether you have a simple question or an issue to solve, the best way to do it is to follow this simple method:
Search the Knowledge Base: get an immediate answer. We have identified the questions which are the most often asked by the members and created articles answering all of them. It will answer most of your questions.
Ask the community: get an answer back in a few minutes. giffgaff is all about members helping members. If you have a question, ask the community. They'll almost always give you an answer in less than 2 minutes.
It's important that you read our community guidelines for posting on the community. The giffgaff forum is a public, family-friendly and welcoming place for all, and we have the community guidelines in place to make sure that it stays that way.
Ask an agent: get an answer back within 24 hours. Choose the appropriate category and explain the issue to the agents.
How to find out your giffgaff mobile number
How to find out your giffgaff mobile number
You can find your giffgaff number via the following methods:
Visit your giffgaff dashboard - your number will be displayed under your username
Text NUMBER to 43430 - you'll get a text back within a few minutes with your number
Download the giffgaff app
Download the giffgaff app
Check out the official giffgaff app for your phone. This handy app lets you manage your giffgaff account on the fly.
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.