Remember, giffgaff is a little different because we don't have call centres.
Instead, we have a friendly and knowledgeable 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 issues.
How to get help
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 mobile device or broadband package. Any problems you’re facing, we’re certain it will help troubleshoot for you.
If can't help, it'll advise you on how to get support from one of our agents.
Note: Please be sure to read our HelpBot guidelines to help you get the best results and a few rules to follow.
Search our Help Hub
Search our 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
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
For broadband or phone queries (such as buying a phone, repairs, replacements, installations or routers), start by troubleshooting with the giffgaff HelpBot.
If you still need help, you can live chat to an agent using the chat icon in the bottom-right corner.
Note: We’re improving how members get help and support by trialling live chat for some mobile and SIM queries, alongside the support already available for broadband queries.
For all other queries, like discussing your account, payments or billing, get in touch with one of our friendly agents (they’ll respond within 24 hours).
Raise a complaint
Raise a complaint
If our giffgaff HelpBot or 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.
How to check your messages from the HelpBot or our agents
Our giffgaff HelpBot and agents are here to help with any questions you’ve got. Whether you started with the HelpBot and got passed to an agent, or contacted us through our direct agent forms, here’s how you can check your messages:
Direct agent emails/Help Hub (web)
Direct agent emails/Help Hub (web)
If you’ve sent us a message using one of our agent forms, or the HelpBot couldn’t help and pointed you there, you can check your agent messages this way.
Just scroll to the top or bottom of any Help Hub article and:
Go to View agent messages:
Go to Get help > View agent messages
giffgaff HelpBot (web)
giffgaff HelpBot (web)
If you’ve been chatting with the giffgaff HelpBot or an agent in the messenger, you can see all your messages there.
Just open the messenger and tap Messages. If you can’t see your messages, make sure you’re logged in. That way you’ll be able to view all your messages in one place, including older ones.
Direct agent emails (app)
Direct agent emails (app)
If you’ve messaged us through an agent form on the website or in the giffgaff app, or the HelpBot couldn’t help and sent you there, you can check your agent email replies like this.
Open the giffgaff app and go to Help > Messages from us > Inbox.
Chats (app)
Chats (app)
If you’ve received some troubleshooting initially from the giffgaff HelpBot, or it's passed you over to an agent in the conversation, you can see all your messages there.
Open the giffgaff app and go to Help > Chat with us > Chat now. Here you can also start a new with the giffgaff HelpBot in the app.
Why giffgaff doesn't offer support by phone
We don’t do call centres at giffgaff as we're online only.