If you've clicked on any suspicious links or submitted any personal details on fraudulent websites, or if you suspect your giffgaff account and/or email address has been compromised, please follow these steps:
1. Update passwords for accounts
1. Update passwords for accounts
Change the password on any accounts you believe may have been compromised, including your giffgaff account and email address. You can update your giffgaff password here. Use a different, strong password for each account.
2. Contact support if you can't access your email
2. Contact support if you can't access your email
Raise a case with the agents by using this form.
If you can no longer access your giffgaff registered email address, please raise an agent case via a new email account (if feasible ) and submit a case through this link. Our agents will help verify your identity via the new email account. We recommend that you make it clear when raising a case that you believe your account has been compromised to help us prioritise your case in the queue.
3. Contact your bank and watch for suspicious activity
3. Contact your bank and watch for suspicious activity
If you have any bank accounts that use your phone for access we recommend that you contact your bank to let them know you believe your phone might have been compromised so that they can help provide the best advice for you.
Spotting signs of suspicious activity on your giffgaff account and reacting quickly will help us do our best to minimise the impact and get you back in control.
One of the signs to look out for is receiving a text or email that mentions
‘Just a quick update to let you know that your request to transfer your number to a new giffgaff SIM is underway.’
Or
‘Your PAC code is GGxxxxxxx. It expires on X date ..’
If you have not initiated a SIM swap or asked for your PAC code and received this type of communication, it is important that you act quickly by raising a case with the agents and changing your passwords on your giffgaff and email account.
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.