Remember, giffgaff is a little different because we don't have call centres. Instead, we have a friendly army of community helpers. If you have any trouble while on giffgaff, you can engage with them and they'll typically answer your question within a couple of minutes.
There's also our AI-powered giffgaff HelpBot to help answer your questions in seconds. You can chat with the HelpBot by clicking the chat icon in the bottom-right corner.
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 these simple methods:
Chat with our giffgaff HelpBot
Chat with our giffgaff HelpBot
You can ask the giffgaff HelpBot anything giffgaff-related, whether you’re having issues with your phone, SIM, plan or data. Any problems you’re facing, we’re certain it will help troubleshoot for you.
If can't help, it'll route you to raising a form with our helpful agents.
Click here to ask our giffgaff HelpBot a question
For the best results, try to keep your questions simple for now, but overtime it’ll get smarter at handling more complex queries with training.
Note: Please be sure to read our HelpBot guidelines to help you get the best results and a few rules to follow.
Search the Help Hub
Search the Help Hub
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, and you can give us feedback to keep improving the answers we give.
Ask the community
Ask the community
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.
When posting on the community please include as much of the following info as you can. It’ll help speed things up:
A full description of the issue
If you're currently in the UK or abroad
What you have already tried to resolve the issue
What device you're using (Android or Apple iOS)
If you are getting any error messages (exact wording if possible)
If you're using a physical SIM or an eSIM
If you're trying to top-up, the type of top-up (credit or plan) or plan involved
Important: The more details provided, the more accurate and effective the support will be.
Note: 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
Ask an agent
If this is the first time you’re reporting the problem, get in touch with one of our lovely agents (they’ll respond within 24 hours).
Raise a complaint
Raise a complaint
If our agents can’t resolve the issue you can make a formal complaint to us.
Our aim is always to respond to complaints within 5 business days You'll be kept informed of the expected timeframe.
When getting in touch please include as much of the following info as you can. It’ll help speed things up:
Your name
Your giffgaff mobile number and your member name
What you'd like us to do to put things right
We might need some additional account info depending on the complaint.
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.