Bank & Save

When will I get my card?

Give it about 5-7 days for your new Virgin Money Go Account card to arrive at your door. But please, don’t wait on us! You can add your Go Account to Google Pay, Samsung Pay, or Apple Pay, via the app, to get started right away.

Activate your Debit Card

Your physical Visa debit card will arrive within 5 - 7 business days of your account opening.

When you have your card in your hands, you can activate your debit card in the mobile app.

1. Log in to the Virgin Money app
2. Tap the 'Profile' icon in the bottom menu
3. Tap ‘Manage cards’ in the menu
4. Select the account you want to activate the card for
5. Tap ‘Activate card’
6. Enter your desired PIN twice
7. Enter the one-time code we send you to confirm the change. Done!

When using your card to purchase, you can select debit or credit on the merchant terminal to access your funds.

Debit card

Are there any differences in how I use my new card?

For the most part, your new Virgin Money debit card will work in the same way as any other debit card. You can use Apple Pay, Samsung Pay or Google Pay, withdraw cash at ATMs, and of course, you can also just tap your card. If you ever need to swipe or insert your card, you’ll need to press 'credit' or 'savings' to make sure it goes through. If you press cheque, it may not work. Don’t worry though, ‘credit’ doesn’t mean we’ll be extending you any credit. It’s just how that particular EFTPOS machine works.

Temporarily lock your card

Temporarily lock your card

1. Log in to the Virgin Money app
2. Tap the 'Profile' icon in the bottom menu
3. Tap ‘Manage cards’ in the menu
4. Select the account you’d like to lock the card for
5. Tap ‘Lock card temporarily’

You can unlock it instantly by toggling the switch to ‘off’

Digital Wallet

Your physical Visa debit card will arrive within 5 - 7 business days of your account opening.

If your phone supports Apple Pay, Samsung Pay or Google Pay there’s no need to wait for your physical card to arrive, we’ll guide you on how to set up and activate your PAYs when you open your account.

1. Log in to the Virgin Money app
2. Tap the 'Profile' icon in the bottom menu
3. Tap ‘Manage cards’ in the menu
4. Select the account
5. Add to wallet
6. Choose a card PIN
7. Enter verification code sent to the registered mobile number
8. Follow the prompts

For more information, please visit the digital wallet page.

Overseas travel

Log into the app and send us a secure chat message

It’s important to know that by letting us know your travel details, this doesn’t mean that we won’t need to block your card if we see suspicious transactions, it greatly reduces the chance of it occurring.

Verified by Visa

Verified by Visa is a safer way to make online purchases with your Virgin Money Visa Debit Card. It provides you with an SMS Code to enter at checkout to authenticate the purchase and to ensure that only you may complete the transaction.

How does Verified by Visa work?

When you’re shopping online at participating retailers (merchants that have signed up to Verified by Visa) we may request you to enter an SMS Code before finalising your purchase. This SMS Code will be sent to your mobile phone and will provide us with confirmation that you are the person making the purchase on your card.

To continue shopping securely and without any inconvenience, make sure that we have your up-to-date contact details. We need your correct mobile number so that you can receive your SMS Code when making an online purchase.

Contact us

If you still have a question (or two) the easiest way to contact our team is to send us a secure Chat message in the app.

1. Log into the Virgin Money app
2. Click on 'Profile'
3. Select 'Help & Support'
4. Tap 'Contact us'
5. Select a product
6. Click on 'Chat to us'

If we are unavailable, you can still send a message and we will reply as soon as possible.

If you really do need to talk, give us a call on 13 81 51

Visit the Contact Us page for more details.

Scheduled payments and transfers

Scheduled transfers and savings plan transfers can only be made when there are sufficient cleared funds in your account by midnight the day prior.

If there are not enough cleared funds then that scheduled payment will not occur and will need to be submitted again, however future scheduled payments will continue to take place.

Scheduled payments that fall on a non-Business Day will usually happen the next Business day. If you would like to cancel a scheduled transfer or savings plan then you must cancel the day prior to the scheduled transfer taking place.

BPay payments

Managing direct debits

Before you contact us to request a cancellation, you need to confirm whether your regular payment is a Direct Debit or a Recurring Payment. 

See our guide to managing direct debits.

Spend tracker

Our spend tracker helps you both plan for and keep an eye on how much you’re spending each month in different areas. By either:

• Automatic categorisation – Our mobile app will sort all your transactions for you into categories. You can also categorise your transactions if you would like to.
• Tags – If you want to dig a little deeper into your spending habits, you can add personal tags to particular transactions to see how much you spend on coffee, new clothes, or going out for dinner.
• Top brands – keep track of the top brands you’re spending at over multiple months and set spending budgets.

With the Virgin Money spend tracker, you can see where you're spending on things that are important for you, through categories or personally tag individual transactions. Whether it’s grabbing brunch, your daily coffee or drinks with mates, add a tag and then at the end of the week or month, you can go in to see exactly how much you’ve spent.

1. Log in to the Virgin Money app
2. Tap the 'Wallet' icon in the bottom menu
3. Click on your Go Account
4. Find the transaction
5. Tap on the transaction
6. Select 'Add tag'
7. In search type a tag name
8. Click on 'Add as new tag'
9. Choose either 'Apply all' or 'This transaction only'

To add a tag, simply head to your transaction summary > click on the transaction you want to tag > click 'add tag' name.

When you want see how much you’re spending, simply click into the tag and it’ll bring up all your transactions and how much you’ve spent. It’s like your own personal budget tracker.

Set yourself a Budget

If you notice you’re spending too much on eating out, online flash sales, or anything else really, set yourself a challenge to reduce your spending. Just head to the category you want to set yourself a personal budget for, and click ‘add budget’.

Manually track a bill

Super easy, just tap into the transaction on your Virgin Money Go Account, click ‘Track this bill’, and you’re done.

Change your daily transfer limit

For outgoing payment you have up to $5,000 daily limit and you can increase this amount to $20,000.

To update your daily transfer limit

1. Log in to the Virgin Money app
2. Tap the 'Profile" icon in the bottom menu
3. Tap on ‘Manage payment limits’ from the menu
4.Tap on ‘Pay someone limit’

For amounts above $20,000 you can arrange for a limit increase that will apply until midnight the day of the change, this can be done within the mobile app.

For OSKO payments there is a daily limit of $1,000 and this cannot be increased.

Pending transactions & Pre-authorisations 

• Pending transactions

Transactions remain as Pending until they have been processed by the merchant. The amount of the pending transaction is placed on hold and deducted from your available balance during this time.

Important to know that it can take up to 14 business days for a merchant to process a transaction and is not in Virgin Money’s control.

• Pre-Authorisations

Pre-Authorisations are similar to pending transactions. They are usually placed on your account by hotels, rental car agencies and other business that require an amount as security when you book through them. 

Pre-Authorisations will appear on your account as a pending transaction, they will remain there until the merchant releases the funds, the transaction will then disappear from your transaction list.

If you don’t recognise a transaction

Let us know straight away, and we’ll do our best to investigate the charge and resolve the issue as quickly as possible. Visa has set rules and timelines for the dispute process, which can sometimes take up to 180 days to resolve.

It’s important to know that you will need to contact the merchant to resolve issues relating to refunds or exchanges if you change your mind, Monthly subscriptions or memberships if you wish to cancel.

If the transaction you dispute is pending, the transaction will need to be processed by the merchant fully before we can raise a dispute on your behalf, this can take up to 10 days.

If you need help give us a call on 13 81 51

International payments - Swift code

Virgin Money doesn’t currently support in-bound or out-bound payments using the SWIFT network or other inter-bank international payment networks.

Cash & Cheque deposits

Cash and cheque deposits can be made at a Bank of Queensland branch and you may incur a fee.  You will need to complete a deposit form and take it with you when you make your deposit. You can also make cash and cheque deposits at any Australian Post outlet across the country that displays the Bank@Post^TM symbol. Cheques must be in a single name only. You will need your physical debit card and PIN to use this service.

You can:  

• Make cash deposits up to $3000 per day 
• Make combined cash and cheque deposits up to $999,999.99 per day 
• Withdraw up to $2000 per day 

If you have a cheque to deposit and don’t have a BOQ branch or Bank@Post^TM outlet nearby, you can post it to us at, 

Domestic and High Volume Payments (DHVP)
Level 4, 100 Skyring Terrace
Brisbane
Queensland 4006

Please note: This is not a customer accessible area.

Make sure you write your name and account number you want the cheque deposited to on the back of the cheque. You will also need to complete our deposit form and send it in with your cheque.

Important to know, we can only accept cheques made out to the name of the Virgin Money account holder.

You can transfer money into your account from any Australian banking account, you just need to use your BSB and account number, you can also provide these details to your employer and have your salary paid directly to the account.

If you’ve set up PayID you can transfer money into your account and access it straight away (if your other banking account offers this service).

How we can help.

We’re always looking for ways to improve, and hearing from customers like you is a key part of that. Click here for more information on our Feedback and Complaints process.

The Banking Code of Practice (the Code) sets out a set of standards that our customers can expect from us. Click here to learn more about our commitments and the Banking Code of Practice. 

Confirmation of Payee

Confirmation of Payee is an industry-wide service that aims to reduce fraud and scams. The service double-checks that the bank account details entered by a payer match with the account details held by the recipient’s bank, and displays a match outcome to the payer.

The service is expected to go live in late 2025 for Virgin Money customers. 

Further information on the industry service can be found on Australian Payments Plus website here https://www.auspayplus.com.au/confirmation-payee.

Opting out of Confirmation of Payee

Confirmation of Payee aims to reduce fraud and scams across the industry. Therefore, not all customers will be eligible to opt-out. Please give us a call if you wish to enquire further.

Contact us

If you still have a question (or two) the easiest way to contact our team is to send us a secure Chat message in the app.

1. Log into the Virgin Money app
2. Click on 'Profile'
3. Select 'Help & Support'
4. Tap 'Contact us'
5. Select a product
6. Click on 'Chat to us'

If we are unavailable, you can still send a message and we will reply as soon as possible.

If you really do need to talk, give us a call on 13 81 51

Visit the Contact Us page for more details.

View statements

As a digital bank we don’t offer post as an option. Your statements are easily accessible within the app and you can download whenever you need them.

1. Log in to the Virgin Money app
2. Tap the 'Profile' icon in the bottom menu
3. Tap on ‘Statement and documents’ 
4. Select the account you’d like a statement for
5. Select the statement needed

If you want to download a statement, tap the ‘Share icon’ in the top right hand corner.

Please note: Statements are issued every 3 months for Transaction accounts and 6 months for Savings accounts. We’ll let you know when they are available for viewing / downloading from the mobile app.

If you need a tax statement that shows interest earned on all your accounts, go back to ‘Statements and documents’ and select ‘Interest summary’

Interim statements

An interim statement will cover the period from your last statement date until the day of the request.

1. Log in to the Virgin Money app
2. Tap the 'Profile' icon in the bottom menu
3. Tap on ‘Statement and documents’ from the menu
4. Select the account you’d like a statement for
5. Tap on 'Request interim statement'
6. Click on 'Confirm'

Financial year statements

Interest summary statements showing all interest earned for the previous financial year will be available from the 15th July and available from the Statement and Documents screen in the app.

You can also calculate interest received:

1. Log in to the Virgin Money app
2. Tap the 'Accounts' icon in the bottom menu
3. Select your savings account
4. Select the ‘Activity’ icon
5. Enter the dates of the relevant financial year
6. Tap ‘Transaction type’ 
7. Select ‘Interest’ from the list
8. Click on ‘Apply’
9. Calculate the interest you’ve been paid

Please note: If you’re completing your tax return in July 2023, you’ll need to search from 1 July 2022 to 30 June 2023

Bonus interest

• Grow saver account: The Bonus rate is achieved by making at least 1 deposit and no more than 1 withdrawal (including any internal transfers or Pay Someone transfers) out of your Grow Saver.
  
• Boost saver account: The Bonus Interest Rate applies up to the aggregate balance of $250,000 across all Boost Savers accounts that are held in the same name. 

It is applicable for any month, where the Monthly Criteria was achieved in the immediately preceding month.

The Monthly Criteria must be made into a Virgin Money Go Account that is in the same name as your Boost Saver.

Make 5 or more settled card transactions in a single month to earn bonus interest on your balance in the next calendar month.

1. Meet the bonus interest criteria in month one. 

2. Interest is calculated on the balance of your account in month two.

3. Interest is paid on first day of month three.

Please note : Transactions that are pending do not count as a transaction for the previous calendar month, and will be counted in the following calendar month.

You can find all our latest rates here.

Interest

How is interest calculated?

Interest is calculated from the day funds are credited to your account. It is calculated daily by applying the applicable interest rate to the closing balance of your account each day as follows:

Daily closing balance x interest rate (per annum)
Number of days in the year (365 days)

We will credit interest to your account at the close of business on the last day of each calendar month. The interest credited to your account will only be included in the closing balance from the first day of the next calendar month.

You can find all our latest rates here.

Contact us

If you still have a question (or two) the easiest way to contact our team is to send us a secure Chat message in the app.

1. Log into the Virgin Money app
2. Click on 'Profile'
3. Select 'Help & Support'
4. Tap 'Contact us'
5. Select a product
6. Click on 'Chat to us'

If we are unavailable, you can still send a message and we will reply as soon as possible.

If you really do need to talk, give us a call on 13 81 51

Visit the Contact Us page for more details.

Accounts access

Which accounts have access?

By opening a Go Account and Boost Saver bundle, you’ll get access to Virgin Money Rewards and all of the amazing benefits that come with it.

You will earn Standard Points on every settled purchase (not pending) using your Debit Card, BPAY payments and direct debits from your Virgin Money Go Account and cash outs from a merchant's point of sales terminal. You’ll also be able to earn Bonus Points through a huge range of partner offers and booking hotels through the Virgin Money Rewards Hub. Not to mention, you’ll get access to other epic perks and experiences along the way.

For a list of all other Rewards eligible products click the button below.

Rewards eligible accounts

Earn points

How do I earn points? We love to give, so there's heaps of ways to earn points:

• With your Virgin Money Go Account, you will earn 8 Virgin Money Standard Points for every: 
  • settled (not pending) purchase using your debit card, 
  • direct debit 
  • BPAY transaction
  • Cash out from a merchant’s point of sales terminal.
• Partner offers - earn Bonus Points from shopping with our partners via the "Partner Offers" section of the Rewards Hub in the Virgin Money mobile app. (T&Cs apply)
• Booking a hotel - earn 5 Bonus Points for every $1 you spend when you book your hotel via the "Book Travel" section of the Rewards Hub in the Virgin Money mobile app. (T&Cs apply)
• Referring a friend – Customers that hold a Virgin Money Go Account can earn Bonus Points by referring a friend to open a Virgin Money Go Account of their own (T&Cs apply)
• Earn 5,000 Bonus Points when opening a new Virgin Money Go Account and meeting the welcome offer criteria. (T&Cs apply) New customers only.       
• 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 and tap the Earn button to start earning today.

Learn all the ways to earn Points

Redeem points

How do I redeem points?

We know that everyone likes to do things their way, so we’ve got lots of different ways for you to redeem your points:

• Points for Gift cards – use your points to purchase digital cards from your favourite brands.
• Points for Cash – Trade your points for money in your pocket.
• Pay with Points- Use your points to pay for things you’ve recently purchased.
• Transfer points to your travel program – Use your points to take you on your next great trip.
• Share your points - Transfer points to a friend. Aren’t you lovely?
• Book Travel – Treat yourself to your next getaway by booking hotels & flights instantly.

Just head to the Rewards Hub in the Virgin Money mobile app and click Redeem to get started!

_{Note: Redeeming Points is subject to the Virgin Money Rewards Terms and Conditions.}

Learn all the ways to redeem Points

Contact Virgin Money

How can I contact Virgin Money?

If you still have a question (or two), the easiest way to contact our team is to send us a secure chat message in the app:

1. Log into the Virgin Money app
2. Click on 'Profile' 
3. Select 'Help & Support'
4. Tap 'Contact us' 
5. Select a product
6. Click on 'Chat to us'

If you really do need to talk, give us a call on 13 37 39.

Our team is available 8am to 8pm Monday-Friday, 9am to 5pm Saturday (AEST) and closed National Public Holidays.

FAQs

Got more questions about Virgin Money Rewards?

Click the button below to find out more.

More Rewards FAQs