|Age group||Monthly Criteria|
|14 – 17 years||There are no criteria required to unlock the benefits. You’re already good to go.|
|18 – 24 years
||Deposit $1,000 or more from an external account into your Virgin Money Go Account and make at least 5 purchases, direct debits or BPAY payments which settle in that month (not pending). Ready? Go.|
|Over 25 years
||Deposit $2,000 or more from an external account into your Virgin Money Go Account and make at least 5 purchases, direct debits or BPAY payments which settle in that month (not pending). Let’s go!|
About Virgin Money Rewards
What is Virgin Money Rewards?
Virgin Money Rewards is our new program that’s more than just ‘loyalty’. Say goodbye to points you’d never spend and ‘rewards’ you’d never use, and say hello to a program that’s all about you. Recognising and rewarding you for who you are, and to helping you create better money habits. It’s about giving you a rewarding banking experience every day, not just someday.
As well as earning Virgin Money Points for a whole heap of things like partner offers, everyday purchases, direct debits and BPAY payments when you meet the Monthly Criteria (see below) on your Virgin Money Go Account, we might just decide to say thanks or well done, as well, for doing a bunch of good things for you (not us). And when it comes to using your points, we’ll give you plenty of ways that work for you too.
The best part? There’s more to come. We’re still new and building our program and we have some exciting stuff planned. We can’t wait to share it with you.
I need help with my Virgin Money Rewards. Who should I contact?
Our Customer Care Team is always here to help. You can give us a call on 13 81 51 or chat to us directy via the app. Just go to Profile > Help & Support > Ask us anything > and select any product.
Earning & Managing Points
What Virgin Money products have access to Virgin Money Rewards?
You’ll get access to Virgin Money Rewards with any of our transaction or savings accounts: the Virgin Money Go Account, Virgin Money Boost Saver or Virgin Money Grow Saver.
If you hold a Virgin Money Go Account, not only does it come bundled with our highest interest savings account – the Virgin Money Boost Saver – but you'll also get ALL the perks of Virgin Money Rewards. This includes earning points on every purchase, BPAY payment and direct debit when you meet the Monthly Criteria each month (see below). You’ll also be able to earn points through a huge range of partner offers and booking hotels. Not to mention, you’ll get access to other epic perks and experiences along the way.
If you only have a Grow Saver, you’ll still be able to book hotels through the mobile banking app and have access to a huge range of partner offers – just not as many as you would if you have our Go Account as well. If rewards get you excited, then you might want to check out our everyday Go Account.
No matter which account you hold, once you’ve got the points, you’ll be able to use them for cashback, shop for gift cards, or even erase purchases if you have a Go Account.
How can I earn points?
We love to give, so there's heaps of ways to earn points:
- For making a purchase, direct debit or BPAY payment on your everyday Virgin Money Go Account when you meet the Monthly Criteria the previous month
- Partner offers
- Booking a hotel with Virgin Money Rewards
- Referring a friend - to their first Virgin Money Go Account (T&Cs apply)
- Welcome bonus on a new Virgin Money Go Account (T&Cs apply)
- Just for being you. We’ll find the perfect moment to surprise you with bonus points, little perks or special offers, just to say thanks
Getting up and running is easy if you’re already a customer and have the app. Just head to the Rewards hub > Earn to start earning today.
What is the Monthly Criteria?
To unlock 8 points per purchase, direct debit and BPAY payment on your Go Account, plus bonus interest on your Boost Saver, you need to meet the Monthly Criteria in the previous month. Here’s what you need to do each month:
Age group Monthly Criteria 14 – 17 years There are no criteria required to unlock the benefits. You’re already good to go. 18 – 24 years
Deposit $1,000 or more from an external account into your Virgin Money Go Account and make at least 5 purchases, direct debits or BPAY payments which settle in that month (not pending). Ready? Go. Over 25 years
Deposit $2,000 or more from an external account into your Virgin Money Go Account and make at least 5 purchases, direct debits or BPAY payments which settle in that month (not pending). Let’s go!
I’ve just signed up. Do I get any welcome benefits?
You sure do! When you join Virgin Money Rewards, you will automatically unlock your first monthly benefit. That means you’ll start earning 8 Virgin Money Points for every purchase, direct debit or BPAY payment you make. We’ve just made your grocery shopping fun.
If you’re 17 years of age or under, you’ll always earn 8 Virgin Money Points on every transaction you make. Enjoy the rewards!
Do my Virgin Money Points expire?
There’s no 'use-by' date on these points as long as you have an active eligible product with us and have earned or redeemed a point within the last 2 years. That said, if you close all your accounts, you’ll have 3 months to redeem any outstanding points.
How can I review the points activity on my account?
Your points are always at your fingertips. Simply head to the Rewards Hub in the app, then select your points balance to access My Points Activity. Here you can view all of the Virgin Money Points that you’ve earned and redeemed. To review the details or the status of any transaction, just tap on the transaction.
When are Virgin Money Points credited to my account?
Virgin Money Points are generally credited to your account within a day of the transaction appearing in your account. Although depending on the merchant transaction, Virgin Money Points may take up to 5 working days from the transaction appearing, but it should usually be a lot quicker than that. Here’s what you can expect:
- Bonus points from your everyday spend on your Virgin Money debit card will generally take 24 hours and can take up to 5 business days on rare occasions.
- Points earned through Hotel Bookings will be posted to your account after your stay with the Hotel. This may take up to 24 hours after your stay to arrive in your Points Activity.
- Points earned through a Virgin Perk (a special offer from Virgin Money) will be posted to your account as per applicable T&Cs, typically upon completion of any eligibility criteria. Please allow for an additional 2-3 days.
- Points earned through our partner offers will be posted to your account as per applicable T&C’s, typically when you complete any eligibility criteria. These are generally within 24 hours, but can take up to 5 business days on rare occasions.
What happens if I hold a Joint Account?
If you hold a joint account, most points will be split evenly between you and your mate. For example, when you collectively reach the Monthly Criteria on your joint account, you will each earn 4 Virgin Money Points per purchase, direct debit or BPAY payment the next month.
If you earn points through one of our partner offers, the joint account holder who made that purchase will receive all the points.
I don’t think my Virgin Money Points were correctly credited to me. What can I do?
Simply head to your points history by tapping on your points balance in the Rewards Hub. Under ‘My Points History’, locate the points credit you’d like to review in more detail and tap to see the exact calculation of the Virgin Money Points for each posted transaction on your Virgin Money debit card. If you think the points have been applied incorrectly, please contact our Customer Care Team in the app or call us on 13 81 51 and reference the specific transaction details so we can look into it.
Can I earn points for referring a friend? How?
Yes - If you are an existing Go Account customer, you can refer a friend and both earn bonus points when they create a Virgin Money Go Account using your unique referral code and make a purchase, direct debit or BPAY payment within their first 30 days (see offer T&Cs that apply).
To share the love, head to the Rewards Hub then click on the ‘Refer A Friend’ offer to generate your unique referral link and share this with your friends. It’s that easy.
How long does it take to get my points?
Your points will generally be allocated within 24 hours of your friend meeting the eligibility criteria. Just remember your friend’s transaction needs to be cleared in their account before the points will be allocated. Points won’t be allocated while the transaction is still pending.
Is there a limit as to how many people I can refer?
While there isn’t a limit on how many people you can refer, you will only receive bonus points for the first five (5) successful referrals you made in any month. That’s a total of 25,000 bonus points each month! Not bad hey?
Does the way I earn points change if I have a Joint Account?
In most cases, if you hold a joint account, most points will be split down the middle between you and your mate. For example, when you collectively reach the Monthly Criteria on your joint account, you will each earn 4 Virgin Money Points per purchase, direct debit or BPAY payment the next month.
If you earn points through one of our partner offers, the joint account holder who made that purchase will receive all the points.
Will I still earn Velocity Points on my credit card and other products with Virgin Money?
Yep, if you’re currently earning Velocity Frequent Flyer Points on a Virgin Money credit card, home loan*, super or insurance, you’ll continue to do so, just as you do today. Want Virgin Money Rewards on top of that? Simply take out one of our new Virgin Money transaction or savings accounts to get earning.
*If you make a material change to your home loan including a restructure and/or opening a new loan account on or after 25 May 2020, you may no longer be eligible to earn Velocity Points. Please contact our Customer Care Team on 13 81 51 to discuss any changes you’re are considering.
Can I earn Virgin Money Points when I make a hotel booking?
Yes, you can earn Virgin Money Points when you make a travel booking through Virgin Money Rewards. Booking is easy – simply tap ‘Earn’ from the Rewards Hub and select ‘Book hotels.’ Enter your trip details to browse real-time availability and rates and book the stay that’s right for you. Your points will land in your Points Activity within 24 hours of completing your stay at the hotel.
Why do I see two different prices shown during the hotel booking process?
The initial pricing shown during the hotel/room search steps of the booking process is rounded up the nearest full dollar amount. Exact room pricing (including cents) is then displayed on the confirmation step of the booking journey. Your Virgin Money Points will be calculated off that final booking price.
Can I book a hotel for anyone else?
Yes, you can book hotels for yourself, as well as for your friends or family – there are no limitations. However, travellers under 18 years of age must be accompanied by an adult.
How far in advance do I need to make a hotel booking?
Hotel bookings must be made at least 24 hours before your check-in date.
What is the maximum number of guests I can book for?
If you’re booking one room, you can book for up to four adults and four children. Please note that hotel and room availability will become more limited as you increase the number of guests per room. If you’re booking multiple rooms in the same reservation, you can only select up to four adults per room. Consider expanding your search by selecting multiple rooms for a bigger group. For example, for a family of six, select two rooms with three travellers per room.
When I book multiple rooms together, why can’t I select children as guests?
If you’re booking more than one room in the same reservation, you won’t be able to select children as travellers. You may book the children as adults; however we recommend that you book rooms separately if there are children in your party.
Where can I find hotel information such as amenities, parking availability and other details?
After selecting your hotel in the search results, you can review the hotel description and available amenities, as well as traveller review scores summarised from major online travel sites. If you need more information, please check out the hotel’s website or contact the hotel directly. Important information specific to your booking, such as limitations on check-in/check-out times or local municipal fees payable on site will be detailed in the Booking Conditions displayed on the check-out screen and in your confirmation email.
How can I change or cancel my hotel bookings?
Unfortunately changes aren’t permitted for hotel bookings. But you may be able to cancel your travel booking and receive a refund, subject to the applicable refund terms.
Specific cancellation and refund policies are set by each hotel. They may vary for each reservation and are available for your review on the check-out screen and in your confirmation email.
Hotel bookings may be cancelled online through the Manage Bookings screen. Cash refunds for any amounts settled via a Virgin Money payment card will be processed back to the same card that you used to pay.
If you’re still intending to travel, you can make a new booking online through Virgin Money Rewards.
Can I make a special request for the hotel?
Yes, you can. Please enter any special requests (e.g. quiet room, special event, etc.) when finalising your booking on the check-out screen. We’ll happily pass them on to your hotel. Just remember, all requests are at the travel operator’s discretion and aren’t guaranteed. Certain requests may need to be arranged directly with the hotel, and payable directly at the Hotel’s front desk during your check in or check out.
Does the booking cost include taxes and service charges?
Yes, most taxes and fees related to each reservation are already included in the pre-paid cost of the booking. For hotels, certain destinations may require a municipal city tax or resort fee that’s payable at the hotel directly and isn’t included in the pre-paid rate. We’ll flag any locally payable fees provided to us by the travel supplier on the check-out screen and in your confirmation email.
How can I view the details of my travel bookings?
To view your bookings online, simply navigate to Earn from the Rewards Hub and select ‘Book hotels.’ Once there, select Manage Booking. You’ll be able to find details for all past and future bookings you’ve made via Virgin Money Rewards at any time. Bon voyage.
My reservation shows as pending for confirmation. What does this mean?
If your booking is pending confirmation, our team is working on confirming the booking with your chosen hotel. Please sit tight, you’ll receive a notification via email within 24 hours about the status of your booking.
Help, I accidentally made a booking with the wrong information (e.g. wrong traveller name). What can I do?
We understand mistakes happen. You can contact our quick and friendly service team at any time via firstname.lastname@example.org. We’ll do our best to help you correct your information. However, if your booking is non-refundable, there’s a possibility that the hotel may not agree to make any changes.
Will I receive a confirmation directly from the hotel?
No, your booking confirmation from Virgin Money is all that’s needed. It contains your itinerary details, booking reference and all other important details for your trip. Once you have this you’re all ready to go!
Are bookings confirmed with the hotel instantly?
Your booking has been confirmed once you’ve received a confirmation email from us with your itinerary details and a reference number. However, hotels may load our bookings into their own reservation systems at different times. This means that any staff at the hotel may only be able to see your reservation a few days before your travel date. Please keep this in mind if you contact your hotel directly.
What type of cards are accepted for payment?
No need to worry – all credit and debit cards are accepted.
What partner offers can I enjoy?
You can choose from a wide range of personalised offers from Virgin Money Partners. Simply tap ‘Earn’ from the Rewards Hub and select the ‘Offers from our partners’ option. Then search through your available offers, check out the offer details and make your choice. Just remember, terms and conditions vary and can be found on the detailed screen for each offer.
How do I receive bonus points for my selected partner offer?
Simply pay for the transaction in accordance with the terms and conditions of the offer with your Virgin Money debit card and points will be credited to your account within 5 business days– it’s that easy. For selected online offers, clicking through to the merchant site from the Virgin Money Rewards app is required in order to receive the bonus points.
Why can’t I see any partner offers?
You’ll need to wait 24 hours to see all the offers you are eligible for. And remember, only Virgin Money Go Account holders are eligible to access all partner offers. If you are a Grow Account holder, you’ll still get access to a range of partner offers, offers from us and other Virgin businesses.
I’ve taken up a partner offer. Why aren’t my points in my account?
They’re likely on their way. Card transactions that are pending won’t receive points till the transaction has been cleared in your account. As soon this happens, you’ll typically receive the bonus points within 24 hours, but these may take up to 5 business days to appear in your Points Activity.
How do I submit a missing points request?
If it’s been more than 5 business days and your bonus points still don’t appear in your account, please contact our Customer Care Team in the app or by calling on 13 81 51 with the details of your transaction.
Why are there no offers in my city?
Partner offers are currently only available within Australia. If you can’t find offers in your Australian city, please check the larger metropolitan areas nearest you. We’re continuously expanding our selection of offers, so watch this space and look out for our online offers.
How can I redeem my points for a gift card?
You can easily transfer your Virgin Money Points to a gift card (eVoucher) via Virgin Money Rewards. Simply head to ‘Redeem points for gift cards’ via the ‘Redeem’ screen to browse our range of gift cards. Then select your preferred gift card, choose your desired value and boom, it’s yours.
If I redeem a gift card, will I receive a physical card delivered to my address?
No, all of our gift cards are e-vouchers and issued instantly upon redemption.
The e-vouchers are sent to the email you provided during your purchase, but this doesn’t mean that you can only use your gift cards online, if the merchant has a shop, you can use your gift card instore as well.
Can I redeem a gift card for someone else?
Yes, because sharing is caring. Simply enter the name and email of the recipient directly on the check-out screen. Or you can forward the gift card details to someone else after you’ve received the gift card email to your inbox.
Can I cancel and refund my gift card redemption?
No, unfortunately all gift card redemptions are non-refundable. Changes and refunds are not permitted.
How long do gift cards remain valid?
Validity of gift cards varies by merchant. The typical validity period is 3 years from redemption, unless otherwise specified on the check-out screen.
Points for Cash
How can I redeem my Virgin Money Points to cash?
Turn your cash into points, then your points into cash – now that’s fun! Transferring your Virgin Money Points to cash is easy. Simply head to ‘Redeem points for cash’ via the ‘Redeem’ selection screen. Link the Virgin Money account (Go Account, Grow Saver or Boost Saver only) that you would like to receive the cash credit, then select the number of points that you would like to redeem (a minimum of 500 is required and can be made in increments of 500 after that) and that’s it. Simple.
How will I receive the cash when I redeem Virgin Money Points to cash?
You’ll get cash credited directly to your chosen Virgin Money account.
How long does it take to receive the money when I use ‘Redeem points to cash’?
We won’t keep you waiting. Cash will be credited within minutes to your chosen Virgin Money account.
Can I automatically redeem my Virgin Money Points to cash?
We know cash is king, so you can take the thinking out of it and choose to automatically transfer your Virgin Money Points into cash. Once you’ve linked your preferred Virgin Money account (Go Account, Boost Saver or Grow Saver only), simply toggle the Auto-redeem switch at the bottom of the ‘Redeem points for cash’ screen. Points will be redeemed at the end of each month and you will receive the cash credit in your account (a minimum of 500 points is required and are made in increments of 500 after that). You can choose to end the automatic transfer at any time.
How many of my points will be redeemed for cash if I turn on Auto-redeem?
Auto-redeem will automatically convert all of your points into a cash credit (a minimum of 500 points is required and are made in increments of 500 after that). Any points left over will remain in your balance for the following month.
When is my next automatic redemption for cash?
Automatic transfers occur at the end of each month. Once you’ve enabled Auto-redeem, you can double check your next transfer date at the bottom of the Redeem Points for Cash screen.
If I have Auto-redeem turned on, can I still make a one-time redemption for cash prior to the next scheduled automatic transfer date?
Yes you can, as long as you have enough Virgin Money Points.
What is Purchase Eraser?
It’s a pretty neat redemption option that allows you to redeem your points on your past purchases through the mobile app. Yep you can erase that cheeky purchase like it never happened.
How can I erase my past purchases?
Head to your Go Account’s transaction history and toggle on the ‘Purchase eraser mode’ so that you’re able to view which of your past transactions are eligible for erasure. Select a transaction and click ‘confirm’ to complete the redemption. You can also directly access this feature through the ‘Transaction details’ screen. Tap into your preferred transaction and select the ‘Erase purchase’ option, then click ‘confirm’ to complete the redemption. Once you’ve confirmed your redemption, you’ll receive a cash credit into your account identified as an ‘Erased Purchase’. Boom. It’s gone.
How long does it take to receive the cash credit for my erased purchase?
We won’t keep you waiting. Your cash credit will be credited within minutes into your Virgin Money account.