Digital Wallet

What is Apple Pay?

Apple Pay offers an easy, secure, and private way to pay on iPhone, iPad, Apple Watch, and Mac. Simply tap your iPhone or Apple Watch at any contactless terminal.

Which Virgin Money products are eligible for Apple Pay?

All Virgin Money Debit and Credit Cards are eligible for Apple Pay.

Where can I use Apple Pay?

You can use Apple Pay in stores wherever contactless payment (NFC) is accepted. You can also make in-app purchases and on websites in Safari where Apple Pay is available as a payment option.

Do I need to have an active internet connection for Apple Pay to work?

Apple Pay requires an active internet connection for adding a card or provisioning. However, an active internet connection is not required to make in-store purchases.

How can I reverse a transaction made using Apple Pay?

Reversing a transaction made with Apple Pay is the same as a physical card. Please contact your merchant if you wish to request for a reversal or refund.

You may be asked to provide the last four digits of your Apple Pay digital card.  To find this, go to the Wallet app, select the card and tap the symbol with 3 dots on the top right and click on Card Details.

How do I return a purchase if I used Apple Pay to make the payment?

All purchases made with Apple Pay can be returned according to the store’s policies. If you return an item paid for with Apple Pay, the store may require you to tap your device onto the payment terminal to complete the return. Store policy may require you to use the physical card also.

How can I keep track of purchases I’ve made with Apple Pay?

The last 10 transactions made with Apple Pay can be viewed within the Wallet app. Simply tap on your card in the Wallet app and tap ‘…’ (3 dot icon at the lower right hand corner of the wallet app), then tap the Transactions tab. Additionally, a real-time* push notifications with transaction details will be sent after each Apple Pay purchase.

*Real-time push notifications require an active internet connection.

Is Apple Pay Secure?

Yes. Apple Pay allows you to make easy, and secure transactions in stores, in apps, and on the web.

When you add a Card to Apple Pay, information that you enter on your device is encrypted and sent to Apple servers. If you use the camera to enter the card information, the information is never saved on your device or photo library.

Apple decrypt the data, determines your card’s payment network, and re-encrypts the data with a key that only your payment network (or any providers authorized by your card issuer for provisioning and token services) can unlock.

What should I do if my device is lost or stolen?

Please contact our Customer Care Team no 13 81 51 or via the Virgin Money App. Our Customer Care Team will be able to assist. Your physical card can still be used.

If you turned on Find My iPhone{external-link} on your device, you can suspend Apple Pay by placing your device in Lost Mode instead of immediately cancelling your cards. If you find your device, you can re-enable Apple Pay. You can also go to your Apple ID account page to remove the ability to make payments with the credit and debit cards that you were using with Apple Pay on the device.

Does Apple Pay have access to my bank accounts?

No. Apple Pay does not have access to your bank accounts. Learn more about Apple Pay and its security{external-link}.

Will I continue to receive the benefits and rewards from my Virgin Money Card that are used for payment with Apple Pay?

Yes, eligible Virgin Money Cards added to Apple Pay will continue to receive all the security, benefits and rewards that you receive today with your physical card.

If I format/jailbreak my device will my Apple Pay information remain?

Formatting/jail breaking your device will remove all bank cards registered to your device and you would have to register them again. Apple pay is not supported on jail broken devices. Learn more about Apple Pay and its security{external-link}.

Are transactions made using Apple Pay eligible for Virgin Money Points?

Yes, if you have an everyday Virgin Money Go Account, transactions made with Apple Pay will continue to receive Virgin Money Points as per the Rewards Terms and Conditions.

What is Samsung Pay?

Samsung Pay lets you use your compatible Samsung device to securely pay using your Virgin Money Card in store and within applications.

Just like you do with your card today, simply tap your phone at a contactless terminal, for purchases under $100. For purchases over $100, a PIN may be required for additional security.

Why should I use Samsung Pay instead of my plastic cards?

Samsung Pay offers a simple, secure and convenient alternative payment experience that doesn't require bringing and/or searching through your wallet or purse.

Which Virgin Money products are eligible for Samsung Pay?

All Virgin Money Cards can be used with Samsung Pay.

How do I set up Samsung Pay?

Follow these simple steps:

1. Sign in to Samsung Pay with your Samsung account.
2. Set up your Samsung Pay PIN, fingerprint or iris scan authentication – this will be used for all your Samsung Pay transactions.
3. If you choose to use fingerprint or iris authentication and have not already registered a fingerprint or iris authentication on your device, you will be asked to set this up first.
4. Samsung Pay will ask you to verify your fingerprint or iris scan. You will then be asked to create a Samsung Pay PIN.
5. Your Samsung Pay is now set up and you can add your Virgin Money debit card or credit card.

How do I set up my Virgin Money Card on Samsung Pay?

1. Select 'Add Card' in your Samsung Pay app.
2. Put your card on a flat surface. Your device will take a photo of your card in the frame on screen to read the card number. Alternatively, you can enter in your card number manually.
3. Follow the instructions on screen to enter in your details.
4. Read, understand and accept the Terms and Conditions.
5. Select SMS or Call Bank option to verify your identity. If you select SMS, Virgin Money will send you an Online Activation Code (OAC) via SMS that you will need to enter to continue.
6. You will be asked to use your finger to enter your signature. Adding the signature will act like signing the back of your real card.

Why was my request to add my credit card to Samsung Pay declined?

Your credit card may have been declined due to your account being:

• Closed
• No longer in good standing
• Reported as Lost or Stolen
• Already set up for Samsung Pay on the maximum of 4 devices

Please contact us on 13 37 39 if you require any further information.

Where can I use Samsung Pay?

You can use Samsung Pay almost anywhere that you can currently swipe or tap your Card to pay. However, Samsung Pay will not work with card readers where it is necessary to insert your card into the reader.

Do I need an internet connection to use Samsung Pay?

You will need an active internet connection when setting up Samsung Pay/registering your card but you don’t need an internet connection to use Samsung Pay in stores. Your device uses Near Field Communications (NFC) or Magnetic Secure Transmission (MST) to communicate with the terminal. However, it is recommended that you periodically connect to the internet to ensure your Samsung Pay updates.

Can I use Samsung Pay at an ATM?

Samsung Pay will not work at ATMs. You will need to use your physical cards to complete these transactions.

How do I make in-store purchases with Samsung Pay?

1. Initiate Samsung Pay by either swiping-up from the home button or opening the Samsung Pay app from the home screen.
2. Select the card you want to pay with by swiping left or right.
3. Verify your fingerprint or iris scan (or alternatively enter your Samsung Pay PIN) and touch your phone to the contactless reader within approximately 20 seconds to complete the transaction.

Can I use Samsung Pay overseas?

Samsung Pay can be used almost everywhere around the globe. If you can use your card in the country you are travelling to, you should be able to use Samsung Pay to make a payment. The same fees and charges that you would normally incur with your card will be applied when using Samsung Pay overseas.

Can Samsung Pay make online or in-app purchase?

Online and in-app purchases are not supported by Samsung Pay at this stage.

Can I register the same card with more than one device using Samsung Pay?

You can register the same card on up to 4 Samsung devices. Please note, that if you register your card on more than one device, any SMS communications about your Samsung Pay account will be sent to the mobile phone that is registered with Virgin Money.

How many cards can I register in Samsung Pay?

You can register up to 10 payment cards in Samsung Pay.

How much of my credit card available daily limit can I access when using Samsung Pay?

The same daily spending limits for your credit card will be ready to use with Samsung Pay.

Is Samsung Pay secure?

Using Virgin Money Cards with Samsung Pay is secure. There are a number of features that enhance its security. Some of these include:

• Your physical card number is not stored on your phone – instead a unique Digital Card Number is used.
• The same protections you receive under the Virgin Money debit card terms and conditions and the Virgin Money credit card terms and conditions will apply for unauthorized transactions with Samsung Pay.
• You'll create a unique PIN or register your fingerprint or Iris scan to your device, and it will be needed each time you make a payment with the app.
• If your phone is lost or stolen, Samsung's Find My Mobile feature enables users to locate, lock and even wipe their devices remotely.
• In case of a lost or stolen phone, you can call 13 81 51 and delete the card from the phone. Your physical card can still be used.

What is a Digital Card Number?

For enhanced security, your actual credit card number or debit card number will never be stored on the Samsung device. Following registration with Samsung Pay your card number will instead be replaced by a unique Digital Card Number each time you add a new card to your device. This Digital Card Number will then be transmitted to merchants in place of your actual card number for in-store purchases.

What happens if my phone is lost or stolen?

If your phone is lost or stolen, Samsung's Find My Mobile feature enables you to locate, lock and even wipe your device remotely.

Additionally, contact the Customer Care Team to delete your cards from Samsung Pay. Once the cards are deleted from Samsung Pay app, your phone can no longer be used to make transactions until cards are registered to Samsung Pay again. In the meantime, please use the physical card to make transactions.

What happens if my physical card is lost or stolen?

You can report your card lost or stolen immediately within the Virgin Money app by going to ‘Profile’ > ‘Manage Cards’ > Select your ‘Go Account' or credit card > ‘Report card lost or stolen’

Alternatively, you can call the Customer Care Team and a representative will block your lost card. Once this is processed, transactions will be declined on Samsung Pay until the replacement card is registered to Samsung Pay.

What happens if I get a new Samsung device?

You have to install the Samsung Pay App and register your cards again, make sure you delete the cards from your old device.

Will I continue to receive the benefits and rewards from my Virgin Money credit card that are used for payment with Samsung Pay?

Yes, eligible Virgin Money credit cards added to Samsung Pay will continue to receive all the security, benefits and rewards that you receive today with your physical card.

Are Virgin Money debit card transactions made using Samsung Pay eligible for Virgin Money Points?

Yes, any purchase made with your Virgin Money debit card with Samsung Pay will continue to receive Virgin Money rewards points as per the Virgin Money Rewards Terms and Conditions.

Am I still covered under the complimentary credit card insurances attached to my Card when I make a transaction using Samsung Pay?

Yes, all of the complimentary credit card insurance benefits that come with your Virgin Money credit card are still available when you make transactions with Samsung Pay.

How do I remove my Virgin Money Card from Samsung Pay?

You can remove your Virgin Money Card from Samsung Pay by selecting the card and then clicking on 'MORE' in the upper right hand corner of the screen. This will bring up an option to 'Delete' the payment card which will remove it from Samsung Pay once you authenticate it either with your PIN, fingerprint or iris scan.

What if I upgrade my credit card?

Samsung Pay will continue to use your old card until your new card is activated. You will have to register your new card with Samsung Pay before you can start spending.

Note you have to manually delete the old card by selecting the 'Delete Card' option.

What if my card expires?

The card will still be visible in the wallet but the transactions will be declined. Once you have a new card, you will have to register your new card with Samsung Pay before you can start spending.

Note you have to manually delete the previous expired card by selecting the 'Delete Card' option.

How do I return a purchase if I used Samsung Pay to make the purchase?

You will be able to return merchandise that you purchased using Samsung Pay based on the stores return policy. If you return an item paid with Samsung Pay, the store may require you to tap, wave or swipe your phone on the payment terminal to complete the transaction.

How do I dispute a purchase made with Samsung Pay?

Please follow the same process as you would with a purchase on your card.

Can I see my Samsung Pay transactions on the App?

Yes. The latest 10 successful and/or refunded transactions in the wallet will be displayed for each card. Select the card for which you want to see the transaction history and then scroll down to view the transaction history. If you would like to view more of your transaction history please log in to your Virgin Money app.

My card is greyed out in Samsung Pay, what does this mean?

Any card that is suspended will still appear on the Samsung Pay app but it will be greyed out.

If I suspend my card on Samsung Pay, how do I reactivate it?

You can suspend your card on Samsung Pay by contacting the Customer Care Team. This team can also help you reactivate your card.

How do I set up Samsung Pay on my Samsung Gear device?

1. Press and hold the Back key to launch Samsung Pay.
2. Rotate the bezel to select the 'Add card' option.
3. Follow the prompts that will appear on your paired mobile device to complete the set up of Samsung Pay.

How do I use Samsung Pay on my Samsung Gear watch?

1. Press and hold the Back key on your Samsung Gear device to launch Samsung Pay.
2. If you added multiple cards to your Samsung Gear device, rotate the bezel to select your card.
3. Hold your Gear over the card reader to pay.

How do I remove my Virgin Money Card from my Samsung Gear device?

1. Press and hold the Back key on your Samsung Gear device to launch Samsung Pay.
2. Select 'More options'.
3. If you added multiple cards to your Samsung Gear device, rotate the bezel to the card you want to delete.
4. Select 'Delete'.
5. Select the 'tick' to confirm deletion.

About Google Pay and Google Wallet

Google Wallet is a digital wallet that allows you to securely store your Virgin Money Debit or Credit Card on a compatible smartwatch or Android^TM device. Google Wallet gives you fast, secure access to your Virgin Money card so you can tap to pay everywhere Google Pay is accepted, with just your phone.

Google Pay⁹ is the fast, simple way to pay at millions of places – on sites, in apps, and in stores. It brings together everything you need at checkout and protects your payment info with multiple layers of security.

Which Virgin Money products are eligible for Google Wallet?

All Virgin Money cards are eligible for Google Wallet.

How to add your card?

Add your Virgin Money card to Google Pay today

1. Download the Google Pay App{external-link} from Google Play or the App Store
2. Select your Google Account to complete the sign-up
3. Swipe over or tap on insights at the bottom of the screen
4. Tap ‘Show all accounts’, ‘Add account’ and then ‘Add payment method’
5. Snap a pic of your Virgin Money card or enter the details manually

How to pay with your card?

Pay here. Pay there. Pay anywhere.

Google Pay is the fast, simple way to pay contactless and speed through checkout on sites and in apps. It helps you keep all your payment methods organised and protects your info with multiple layers of security.

Pay as quick as you click

Use Google Pay to check out even faster across your favourite apps and sites. Once you’ve added a card, you won’t need to enter your payment info again. Just choose Google Pay at checkout, confirm your purchase, and you’re all set.

How does Google Pay work?

Book a trip, catch a ride, and get tickets to that just-announced show with the simple press of a button. Just choose Google Pay at checkout then, confirm your purchase and you’re good to go.

Are transactions made using Google Pay eligible for Virgin Money Points?

Yes, if you have a Virgin Money Go Account and you have met the Monthly Criteria, transactions made with Google Pay will continue to receive the points as per the Virgin Money Rewards Terms and Conditions.

Which devices are compatible with Google Pay?

For a list of all compatible devices, please refer to the Google Pay Compatible Devices.

How do I get started?

Set up Google Pay in just a few easy steps:

1. Download the Google Pay App from Google Play or the App Store
2. Follow the instructions to add your Virgin Money card
3. Verify your card if needed. Then you’re all set!

How do I make my Virgin Money card my default card for Google Wallet?

Once you've successfully added your card to Google Wallet, select your Virgin Money card from the Wallet home screen.

Select 'details' at the bottom of the screen.

Select 'Make default for contactless'.

For further information, refer to the Google Wallet Help Page

Can I add the same card to more than one device using Google Wallet?

Yes, you can add the same card to more than one device using Google Wallet.

How do I remove my card from Google Wallet?

1. Open the Google Wallet app .

2. Find the payment method that you want to remove.

   • If it isn't the first card, swipe left until you find it.

3. Tap the card.

4. At the top right, tap More (3 dots, right arrow) Remove payment method.

Where can I use Google Pay?

Google Pay works at millions of places around the world, from retail stores to corner shops. Tap to pay anywhere contactless payments are accepted – just look for the contactless symbol. You can also pay with Google Pay in hundreds of your favourite apps and sites.

Do I need to have an active internet connection for Google Pay to work?

Google Pay requires an active internet connection for adding a card or provisioning. However, an active internet connection is not required to make in-store purchases.

How can I reverse a transaction made using Google Pay?

Reversing a transaction made with Google Pay is the same as a physical card. Please contact the merchant if you wish to request for a reversal or refund.

How do I return a purchase if I used Google Pay to make the payment?

All purchases made with Google Pay can be returned according to the store's policies. If you return an item paid for with Google Pay, the store may require you to tap your device onto the payment terminal to complete the return. Store policy may require you to use your physical card also.

How can I keep track of purchases I've made with Google Pay?

To find activity for a card:

1. Open the Google Wallet app.
2. To find the card that you want to get activity for, you may need to swipe left.
3. Tap your card.
4. At the bottom, tap Details and then Activity.
5. At the top, you can find your most recent action or transaction. To find all available activity, scroll up.

Is Google Pay secure?

Google Pay is secure. Security and privacy features are built into Google Pay with the aim of keeping your card details protected. When you pay with Google Pay, your real card information is never shared. Your payment is safely encrypted before, during and after every purchase. Refer to Keep your payment info safe - Google Pay Help

We use your information in accordance with the NAB privacy policy. You can review the Virgin Money Privacy Policy here, and NAB Privacy Policy here{external-link}

Google Pay shares information with us for fraud and identification purposes. For Google's privacy policy visit

What happens if I lose my device?

Google Pay requires that you set a screen lock and unlock for most purchases in stores. This screen lock helps prevent fraud if you lose your phone. On Android devices, you can also use Find My Device{external-link} to lock and erase your phone remotely.

If your phone is lost or stolen when your Virgin Money card is added to Google Wallet, you should either contact us immediately to request transactions be blocked or log in to your Google account to remove your Virgin Money card.

You can find ways to contact us here

You can remove your Virgin Money card from your Google Account directly by logging in to your Google Account and deleting the card.

When you or we remove your Virgin Money card from Google Wallet, you will need to re-add your card to Google Wallet to keep using it. If you lose your Android device or smartwatch, you can still make contactless transactions using your physical credit card.

Does Google Pay have access to my bank accounts?

No. Google Pay does not have access to your bank accounts.

Will I continue to receive the benefits and rewards from my Virgin Money Credit Card that is used for purchases with Google Pay?

Yes, all Virgin Money Credit Cards added to Google Wallet will continue to receive the benefits and rewards that you receive today with your physical card.

If I format/jailbreak my device will my Google Wallet information remain?

Formatting/jailbreaking your device will remove all bank cards registered to your device and you would have to register them again. Google Pay is not supported on jail broken devices.

What should I do if I receive a new physical card - do I need to update my card in Google Wallet too?

It depends on why you are receiving a new card.

If your card is being replaced because it is expired, damaged, lost, stolen or there was fraudulent activity related to your physical card only, then you can keep using your digital card in Google Wallet without interruption.

If your card is being replaced because there was fraud related to your digital card, or because your device was reported as lost or stolen you'll need to add your new card to Google Wallet.

Can I continue to use my physical card if I disable Google Pay or remove the digital equivalent from Google Wallet?

Yes. When you disable Google Pay or remove a registered card from Google Wallet, you’re only suspending the digital card that has been assigned to your device. You can continue to use your physical card for transactions.

If I want to switch devices, do I need to add my cards all over again?

Yes. You would need to re-register your cards again if you change your device.

Can I use Google Pay overseas?

Google Pay will work in all countries wherever contactless payments are accepted. We suggest you to take your physical card as well when travelling overseas.

Can I use Google Wallet at ATMs?

No, you cannot use Google Wallet at ATMs to withdraw cash. A physical card will be needed to withdraw cash from the ATM.

Can I load more than one card on Google Wallet?

Yes, you can load more than one card to your Google Wallet.