Introducing your new Credit Card experience

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How to access your account

Access the Virgin Money Australia app:

If you already have the Virgin Money Australia app:

  • You may be prompted to update the app to access your credit card information.
  • After updating, simply open the app and your credit card will be visible - no further action is required.

I'm new to the Virgin Money Australia app:

  1. Download the app via the App Store or Google Play.
  2. Open the app, select the Existing Customer this way option, enter the mobile number registered to your Virgin Money Credit Card. If you need to update your mobile number, please call us.
  3. Receive and enter the Verification Code sent to your mobile.
  4. Enter your date of birth and postcode.
  5. Create and confirm your new access code.
  6. Review and accept the Terms & Conditions.
  7. (Optional) Enable biometrics for easier login.
  8. Take a short, guided tour to help you understand how to navigate the app. You’re all set and can get started.

Access Virgin Money Internet Banking:

  1. Select the ‘Login’ button in the top right-hand corner.
  2. Select Credit Cards.
  3. Enter the mobile number registered to your Virgin Money Credit Card. If you need to update your mobile number, please call us.
  4. Receive and enter the Verification Code that’s sent to your mobile number.
  5. Enter your date of birth and postcode.
  6. Create and confirm your new password.
  7. Set your security questions (if you’ve already set them up in the Virgin Money Australia app, you’ll be required to answer them instead).

Important:

  • You’ll need an Australian mobile phone number that is registered to your Account to receive the security codes (also known as a One Time Pin or OTP) when logging in to the Virgin Money Australia App and the new Virgin Money Internet Banking. If you need to update the mobile phone number you use for this, please contact us.

  • Any Additional Cardholders will need to have unique contact details to login to their own Virgin Money experience.

  • Shared mobile numbers: If you share a mobile number with someone else, you will be issued with a Log-in ID (via email or post) to be able to register for online banking. If you need to update your mobile number, please call us on 13 37 39.

  • Security questions:

    • If you're logging in via Internet Banking for the first time, you'll be prompted to set up your security questions, unless you've already set them up in the Virgin Money Australia app, in which case you'll be asked to answer them.
    • If you're logging in via the Virgin Money Australia app, you'll be prompted to set up your security questions on your second login. If you've already set them up in Internet banking, you won’t be asked again on mobile.
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What to expect

Access your statments securely

  • You’ll receive an email and/or SMS once your next monthly statement is ready to view via the Virgin Money Australia app and Virgin Money Internet Banking.
  • Your next statement will include a new Account number, which is your BPAY® customer reference number. Any payments made using your previous BPAY reference number will be processed.

New Rewards Summary

  • If applicable to your Account, your Rewards Balance will no longer appear on your statement. To view and redeem your available points, under your Account, please refer to the Virgin Money Australia app if you have a Virgin Money Anytime Rewards card, or log in to your Velocity Frequent Flyer Account if you have a Virgin Australia Velocity Flyer or High Flyer Card.

    Please note, Additional Cardholder points earned on the credit card will be accrued to the Primary Cardholder Account.
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Important changes

You can find detailed information about the changes in the Variation Notice we sent to your registered email or mailing address including:

New Account Number

  • You’ll see a new Account Number on your next credit card statement. If you make BPAY payments to your credit card, be sure to use the new Account Number as your reference number. Your card number will remain unchanged.

Direct Debit arrangements

  • If you have a direct debit set up to repay your Account, this recurring payment will continue and become known as Autopay. Please read through the FAQs below for information on the changes.

General Enquiries

13 37 39

Operating hours

Monday to Friday: 8am - 8pm AEST

Saturday: 9am – 5pm AEST

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FAQs

Can I continue to use my credit card?

Yes. You and any Additional Cardholders can continue to use your physical card(s) and digital wallets as normal. You will not receive a new card unless you or your Additional Cardholder report your current card as lost/stolen or damaged, or your card is due to expire.

Are there changes to my digital wallet?

If you have not set up your digital wallet, you are able to add your Virgin Money Credit Card to Apple Pay, Google Pay or Samsung Pay. Any digital wallets already created will continue.

There are changes to your Digital Wallet Terms and Conditions. Please refer to virginmoney.com.au/credit-card/forms-and-important-information.> Apple PayTM, Google PayTM, Samsung PayTM Terms and Conditions.

How can I add my physical card to my Samsung Pay and Google Pay digital wallet?

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 Samsung Pay: Virgin Money Credit Card 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 physical card.
  7. Your card registration is now complete, and your card is ready to use with Samsung Pay.

Google Pay

  1. Open the Google Wallet app or download it on Google Play
  2. Tap 'Add to Wallet' and follow the instructions
  3. Take a picture of your Virgin Money Credit Card or enter the details manually
  4. Verify your card if needed. Then you're all set!

Are there any impacts to the Additional Cardholders on my Account?

Your Additional Cardholder can continue to use their card.

If they do not already use the Virgin Money Australia app, they can register or login to the Virgin Money Australia app or new Virgin Money Internet Banking using a unique Australian mobile number that is registered with us.

How will I receive my statement and other information relating to my Account?

Statements and information relating to your Account will become available in the Virgin Money Australia app and Virgin Money Internet Banking where possible.

If we have your email address and mobile number, we’ll send you an email and/or SMS when your statement is ready to view.

Please note: You may experience a short delay in accessing some older statements as they become available.

We need to ensure you continue to receive your statements, notices and other important information, so if you’re currently opted in to receive electronic communications and we don’t have a record of your mobile and email, you will receive Paper Statements. A Paper Statement Fee of $2 may be applicable for each month we issue a paper statement.

Where can I find my statement closing balance?

You will be able to find the statement closing balance through your Virgin Money Australia app. Once logged in, select your credit card account to navigate to the transactions screen. From here your statement closing balance will appear at the top of the screen.

How can I view my letters/documents sent to me?

Documents, such as notices or other communications (excluding statements) are temporarily unavailable to view in the Virgin Money Australia app. Any documents that we are required to give you will be sent via email or by post.

If you have opted to receive electronic communications, we’ll notify you when the ‘View documents’ functionality is available in the Virgin Money Australia app, in the meantime, please ignore any emails you may receive informing you that a document is ready to view in the Virgin Money Australia app.

Please note, you will not be able to view documents in Virgin Money Internet Banking.

Are there changes to Auto Pay (direct debits)?

Yes. Auto Pay is now called Autopay and any Auto Pay payments you have set up will continue. If you have selected the ‘Payment Due’ option, this will draw the ‘Minimum Payment Due’ amount shown on your statement, as well as any Overdue or Overlimit amount. Any additional payments received between the statement date and the Payment Due Date won’t reduce the amount drawn. You’ll find full details of the changes to Auto Pay in the important information that we sent to your registered email or mailing address.

What happens to my Account Number?

Your Account Number has changed. You’ll see a new Account number on your next credit card statement.  Your new account number does not change your credit card number.

Have my BPAY details changed?

If you pay your Account using BPAY, you should update the BPAY ®  reference number to your new Account number that you will find on your next statement. However, if you make a payment using your existing BPAY reference number, your payment will still get processed to your Account.

Are there other changes to my Account?

  • Dishonour Fee: We’ve removed the $15 dishonour fee.
  • Annual Additional Cardholder Fee (if applicable to your Account): Card activation by the Additional Cardholder will no longer be required before this fee is charged.
  • New Additional Cardholders: Effective 24 November 2025, the first fee will be charged when the Additional Cardholder is added, or the Account is first used (whichever is later). The first fee for a new Additional Cardholder may be charged pro rata if conditions are met. See the Variation Notice for details.
  • Total Cash Limit:  Your Total Cash Limit is the total amount of Cash Advances that can be made on your Account at any time (as a percentage of your Credit Limit). If your Total Cash Limit is less than your Credit Limit, this has been increased to be the same as your Credit Limit. This may increase your liability in the case of Unauthorised Transactions.
  • Interest Free Days on Retail Purchases:  If you have a Balance Transfer and make the ‘Interest Free Days Payment’ shown on your statement each month, you’ll now be able to benefit from interest free days on Retail Purchases (provided you meet the conditions for interest free days).

You can find the updated terms and conditions at virginmoney.com.au/credit-card/forms-and-important-information.

Are there changes to how I make payments?

  • Please note, setting future dated and/or recurring BPAY payments is not available in the new Virgin Money Internet Banking and is currently not available in the Virgin Money Australia app.
  • Any future dated or recurring BPAY payments from your credit card that appeared under the “Scheduled Payments & Transfers” section of your Virgin Money Online have been cancelled if the payment date was set for after 21 November 2025.

The following functions will not be impacted and will continue:

  • One-off BPAY payments that you ask us to pay on the same day as the instruction by selecting “Pay a bill” in the Virgin Money Australia app, and the new Virgin Money Internet Banking

Where can I see my Rewards summary?

If applicable to your Account, you can view and redeem your total available points by:

  • using the Virgin Money Australia app, if you have a Virgin Money Anytime Rewards Card, Virgin Money Low Rate Card or Virgin Money No Annual Fee Card
  • logging in to your Velocity Frequent Flyer Account, if you have a Virgin Money Velocity Flyer or High Flyer Card
  • Please note, Additional Cardholder points earned on the credit card will be accrued to the Primary Cardholder Account.

Will I lose my Velocity Frequent Flyer Annual Flight Benefits as part of this change?

Your Annual Flight Benefits are still the same, however we have updated all the terms and conditions effective 24 November. Please read the updated terms available here.

  • Gift Voucher Terms and Conditions:

    • We’ve combined several eligibility criteria clauses into clause 5 for clarity. However, the only change to the eligibility criteria is that the 30-day wait period before requesting the gift voucher benefit each year has been removed.
    • We’ve clarified that the Virgin Australia Travel Bank credit provided under these terms and conditions can only used on flights operated by Virgin Australia and does not extend to flights booked on partner airlines.

  • Lounge Pass Terms and Conditions:

    • We’ve removed lounge locations that are no longer available, being Darwin, Mackay and Cairns.
    • We’ve clarified the passes will be awarded to your Velocity membership account within 5 days of you becoming eligible each year.
    • The eligibility criteria for the first year has changed from activation of your Card to first debit transaction on your Account.

  • Bonus Status Credits Terms and Conditions:

    • We’ve clarified that the flights eligible to earn Bonus Status Credits are flights that are marketed and operated by Virgin Australia with a VA flight number and ticketed in a fare class that normally accrues Status Credits. Rewards Seat bookings and codeshare services marketed or operated by partner airlines are not eligible flights to earn Bonus Status Credits.

Where can I find information about the changes?

You can find the updated Terms and Conditions here.

How was I informed about the change?

We shared updates about this change through a series of communications sent to your registered email or mailing address over the past few months, beginning in September 2025.

How can I share my credit card data using Open Banking?

  • You’ll need to register your Virgin Money Credit Card for the Virgin Money Australia app (if it is not already) or new Virgin Money Internet Banking.

    Data sharing will start on an Accredited Data Recipient’s (ADR) website or app, where you may be asked if you wish to share your data while browsing for a service or product.

    If you need support creating a new consent, click here
  • View historical data: Your historical data sharing arrangements will be available in your dashboard in the Virgin Money Australia app.

Important stuff

Virgin Money Australia, a division of Bank of Queensland Limited ABN 32 009 656 740, Australian Credit Licence 244616 (“BOQ”), promotes and distributes the Virgin Money Credit Cards ("Credit Cards"). National Australia Bank Limited ABN 12 004 044 937 Australian Credit Licence 230686 (“NAB”) is the credit provider and issuer of the Credit Cards. Our/us/we means NAB unless the context otherwise requires it. BOQ does not and will not guarantee or otherwise support NAB’s obligations under the contracts or agreements connected with the Credit Cards.

BPAY® Registered to BPAY Pty Ltd ABN 69 079 137 518

Bank@Post™ and its device mark are trademarks (registered or otherwise) of the Australian Postal Corporation. All rights reserved.

Apple Pay is a trademark of Apple Inc.

App Store is a service mark of Apple Inc.

Samsung and Samsung Pay are trademarks or registered trademarks of Samsung Electronics Co., Ltd .

Google Pay is a trademark of Google LLC.

Google Play is a registered trademark of Google LLC