FAQs - Credit Cards

General Information

Managing your account

  • Q. What are my options to manage my card account?

    A. You can manage your card account:

    • Telephone Self Service
      Just give us a call on 13 37 39 and follow the prompts. You'll need your Virgin Credit Card and your Telephone PIN (TPIN) with you. If you can't remember your TPIN, just give us a call and we'll reset this for you.
    • Online
      Just log in to your online account, just click here to login, where you can: 
      - Check your Account information
      - View your details, activity and statement
      - Pay your bills via BPAY up to your Credit Card limit
      - Update your contact details
      - And lots more...
    • Our Customer Care team
      They’re available 24/7 at 13 37 39 or at +61 2 8288 2222 if you’re outside Australia.
  • Q. How can I withdraw cash from my Virgin Money Credit Card?

    A. You can withdraw cash from an ATM/EFTPOS machine using your Virgin Money Credit Card and your ATM PIN.

    You can withdraw up to your available cash limit however there is a maximum of $1000 cash per day.

    You can also withdraw cash at any Bank@Post Australia Post outlet with your Virgin Credit Card and your ATM PIN and also over the counter at any bank in the world that displays the VISA symbol. You'll also need some photo ID.

    It's important to remember that the Standard cash advance fees and charges may apply when withdrawing cash from your Virgin Money Credit Card Account. See the fees and charges that apply to your card.

  • Q. What do I do if I lose my Card or it's stolen?

    A. If your Credit Card is lost or stolen please call us immediately on 13 37 39 and follow the prompts, we're available 24/7 (or from overseas on +61 2 8288 2222 call reverse charges via the international operator in the country you’re travelling in ). A member of our Customer Care Team will immediately block your old card and re-issue you with a new card. Allow up to 7 working days for the new card to arrive in the post. In addition to blocking your card, we'll go through and check all the recent activity on your account. This lets us fully investigate any unrecognised transactions made with your credit card. Further information about liability for card transactions is contained in your account Terms and Conditions.

  • Q. How do I change my ATM PIN?

    A. You can change your PIN online via the following steps:

    1. Sign in to Virgin Money Online and select 'My Profile' from the 'Services' menu option (located on the top menu bar)
    2. Click on 'My Profile' in the left hand navigation and select the 'Change ATM PIN' option
    3. Enter your One-Time PIN (OTP) (if required)
    4. On the Change ATM PIN page, enter your new ATM PIN in the field provided, then re-enter it again to confirm
    5. Click 'Change PIN' to validate.

    If you have Additional Cardholders they’ll need to set up their own Virgin Money Online account. To do this we will need to have their mobile number on file, so give our Customer Care Team a call on 13 37 39. Once we have their mobile number listed, they can then go ahead and set up their online account using their card details and then set up or change their ATM PIN.

  • Q. What if I am unable to set up my ATM PIN online?

    A. The fastest and easiest way to set up your ATM PIN is online, however if you're not able to do it online, just give our Customer Care Team a call on 13 37 39 and they will be able to send one out to you in the mail. It will take between 5 -7 business days to arrive to you. Please note, you can only change your ATM PIN online.

  • Q. How do I change my name?

    A. To change your name on your credit card(s) we need you to:

    1. Provide a signed written request - please specify your account number and the changes to your name. Request should bear both your old signature and new signature.
    2. Provide evidence of your name change – such as marriage certificate, divorce papers or deed poll, change of name certificate issued by the State’s Registry Office of Births, Deaths and Marriages, passport or driver’s license (please do not send the original – a certified true copy is adequate). Evidence must be stamped and signed by Justice of the Peace who is registered on the Justice of the Peace website.
    3. Post these details to us at Virgin Money, Reply Paid, GPO Box 40, Sydney, NSW, 2000.

    As soon as we get them we’ll arrange to update your name on your Virgin Credit Card account and send you your replacement cards.

Applying

  • Q. How can I apply for one of your cards and what information do I need?

    A. Applying for a Virgin Credit Card is easy. All you have to do is choose the one you'd like, and then click on 'Apply Now'. It should take less than 10 minutes to complete if you have all your info on hand, and we'll get back to you with a response 60 seconds after you submit your application and once approved we'll have your Card out to you within 10 working days.

    You can also give us a call on 13 37 39 and we'll take your application for you over the phone. We'll need to know your age, Australian residency status, your driver’s licence if you have one and your current financial details including employment and monthly expense and income details.

  • Q. Can I speed up my application?

    A. Yes, you can help us process your application as soon as possible by making sure you give us a contact number so that we can easily reach you. You can also let your payroll department (or accountant if you're self-employed) know in advance to make sure they’re good to confirm your income details when we call them.

  • Q. Can I check my applications progress?

    A. Yes, you can easily check the status of your application online 24/7 using your 17 digit reference number, which we’ll email to you soon after you’ve submitted your application or give us a call on 13 37 39 and follow the prompts.

Fixed Payment Option

Balance Transfers

  • Q. How do I do a Balance Transfer?

    A. When you apply for a new Virgin Credit Card, you can apply for a Balance Transfer. Any credit account balances with other financial institutions/stores, such as:

    • Visa and MasterCard (all banks)
    • Most store cards (e.g. David Jones and Myer)
    • Personal Loans
    • Lines of credit

    It's important to know that the credit account you want to transfer must be in the name of the Virgin Credit Card primary account holder. If you didn't request a Balance Transfer when you applied for your card, you can still apply by giving us a call on 13 37 39. Any special offer rates are available for 30 days after your card is approved. If you’d like to request a balance transfer after that time please give us a call on 13 37 39 to see what rates we can offer you or check out the Offers section of your online account to see what may be available.

  • Q. Are there any minimum and maximum amounts that I can Balance Transfer?

    A. The minimum amount you can transfer over to your Virgin Money Credit Card is $500 and your total Balance Transfer may not exceed 80% of your maximum available Credit Limit the day the Balance Transfer is completed.

  • Q. Do I earn Velocity Points on my Balance Transfers?

    A. Sorry, Balance Transfers don't earn Points.

Credit Limits

  • Q. How is my Credit Limit determined?

    A. Your Credit Limit is determined when we apply our credit assessment criteria to your individual financial situation. If your situation changes, it's important to give us a call on 13 37 39 and let us know so we can update your details.

  • Q. Are there any minimum and maximum Credit Limits for each Virgin Money Credit Card?

    A. Yes there are:

    • The No Annual Fee Credit Card has a minimum Credit Limit available of $2,000 and maximum of $10,000.
    • The Low Rate Credit Card and Virgin Australia Velocity Flyer Card have a minimum Credit Limit of $6,000 and a maximum of $100,000 (the maximum you can request at application is $30,000).
    • The Virgin Australia Velocity High Flyer Card has a minimum Credit Limit of $15,000 and a maximum of $100,000 (the maximum you can request at application is $50,000).
  • Q. How do I increase or decrease my credit limit?

    A. The No Annual Fee Credit Card has a minimum Credit Limit available of $2,000 and maximum of $10,000.

    The Low Rate Credit Card and Virgin Australia Velocity Flyer Card have a minimum Credit Limit of $6,000 and a maximum of $100,000 (the maximum you can request at application is $30,000).

    The Virgin Australia Velocity High Flyer Card has a minimum Credit Limit of $15,000 and a maximum of $100,000 (the maximum you can request at application is $50,000).

    How to increase your Credit Limit?

    After having your Virgin Money Credit Card for 9 months, you'll be able to request an increase in your Credit Limit.

    An increase in your Credit Limit will be approved subject to Virgin Money's lending criteria and will depend on the assessment of your current financial situation and verification of particular details. Please allow 7 to 10 working days for us to assess your credit limit application.

    It's important to remember that:

    • A minimum of 9 months from your Account open date and 6 months from your last limit increase is required before an increase can be considered
    • Currently, the maximum increase at any one time is 50% of your existing Credit Limit
    • Credit Limits cannot be increased by more than the product maximum

    How to decrease your Credit Limit?

    To decrease your Credit Limit is easy, just give us a call and follow the prompts or write to us. It's important to remember that the Credit Limit can't be lower than the product minimum or lower than your current balance:

    • The No Annual Fee Credit Card has a minimum Credit Limit of $2,000
    • The Virgin Australia Velocity flyer card & the Virgin Money Low Rate Card have a minimum Credit Limit of $6,000
    • The Virgin Australia Velocity High Flyer Card has a minimum Credit Limit of $15,000

    If you decrease your credit limit and request your previous limit to be re instated at a later time you may be required to complete a new application and will be subject to our lending criteria at that time.

Additional Cardholders

  • Q. How do I add an Additional Cardholder to my existing Virgin Credit Card?

    A. You can have up to four Additional Cardholders linked to your Virgin Credit Card. It’s a great way of making sure your family members are covered if and when they ever need it. All Additional Cardholders will have their very own Virgin Credit Card and any transactions made using these cards will be separately itemised on your Card Statement, making it easy to manage your finances. It's important to note that all Additional Cardholders must be over 16 years of age. It's easy to get an Additional Card - here's how:

    • Log into Virgin Money Online and head to the 'Services' section, choose 'Card Services' then select the 'Apply for a new card'.
    • Or just give us a call on 13 37 39 and follow the prompts, we're here to help.

    If all goes well and we can identify the Additional Cardholder, the additional card will arrive within 10 business days.

    View Additional Cardholder fees.

    The annual fee of any additional card will be charged to your main Account when the additional card is issued, pro rata up to your next anniversary date when your Account was approved and then payable with the annual fee. To make it easier to understand, let's say the annual fee for your additional card is $40, the primary Account was issued in January and the additional Account was issued in July. The pro rata annual fee will be $20 as there is 6 months left until the primary Account is up for renewal again in Jan. From Jan onwards, the annual fee for the additional card will be $40 and will be charged along with your primary Account annual fee.

    We'll send any additional cards to the primary account holder’s postal address for the attention of the Additional Cardholder.

Visa payWave

  • Q. What is payWave?

    A. Visa payWave is a globally accepted contactless payment technology. For purchases of up to $100, customers with a Visa payWave card don't have to enter a PIN or sign a receipt to authorize a transaction. Cardholders simply hold their card against a contactless reader to wave and go, making payments easy and convenient.

  • Q. How does payWave work?

    A. Just hold your card featuring the Visa payWave logo against the Visa payWave reader at participating retailers, wait for the approval, and you’re good to go. Visa payWave is accepted at Australia's leading retailers and selected supermarkets including McDonald's, 7-11, JB Hi-Fi, Bunnings and Caltex. Shopping for everyday items has never been easier.

  • Q. Is payWave safe?

    A. Your new card is embedded with the latest EMV microchip technology for improved data and transaction security against fraud. Also, it’s not possible for your card to be accidentally charged – an authentic transaction needs to be initiated in a retail store. With one of the safest payment options around, now you’re better protected! Visa’s Zero Liability policy12 covers you for unauthorised transactions, giving you extra peace of mind.

  • Q. How do I know if I have Visa payWave technology?

    A. You can tell that your Virgin Money Credit Card has payWave if "Visa payWave" and the symbol appear in the bottom right hand corner of your card. New Virgin Australia Velocity Flyer and Virgin Australia Velocity High Flyer cards issued post 2 October 2012 and new Virgin Money Low Rate and Virgin Money No Annual Fee Cards issued post 1 July 2013 have Visa payWave technology.

  • Q. How can I get Visa payWave on my Card?

    A. We are currently progressively introducing Visa payWave to our full range of credit cards. We will issue you with a new Visa payWave credit card when your current card is due to expire or as a replacement if your current card is reported as lost, stolen or damaged. If you’d like a new card with Visa payWave functionality prior to your current cards expiry date, Just give our Customer Care Team a call on 13 37 39 and ask one of our team to re issue your current card, please note your card number and expiry date will remain the same. View more handy FAQ's here if you’d like to know more about Visa payWave.

Upgrading or Downgrading your card

  • Q. Can I switch to another Virgin Money Credit Card?

    A. Once you've had your current Virgin Money Credit Card for 6 months, you can apply for a Card upgrade by calling us on 13 37 39. If you'd like to upgrade to a Virgin High Flyer Card, we’ll need to make sure that we can offer you the minimum credit limit of $15,000 or if you'd like to upgrade from a Virgin No Annual Fee Card to a Virgin Flyer or Low Rate Card, we’ll need to make sure that we can offer you the minimum credit limit of $6,000, if yours is currently below these minimum credit limits. Just give our Customer Care Team a call on 13 37 39 and they’ll be able to help you out.

    Any additional card holders will also receive a new card and account number. The annual fee applicable to your card is pro-rated for the primary card and any additional cards. You'll see on your next statement the charge of the pro-rated annual fee for your new card and for any additional card.

    Your new card will be sent to you 7 to 14 days after your upgrade has been approved. During this time, you can continue to use your old card for purchases. The annual fee applicable to your card is pro-rated for the primary card and any additional cards.

  • Q. Will transactions from my old card be transferred to the account history for the new card?

    A. Yes, the transaction history will be displayed under the new card account number. Any Future Dated Payments requested via Virgin Money Online will need to be re entered under your new card details. If you're using Direct Debit Auto-Pay this will also automatically transfer to your new account.

  • Q. Will I have to change any of the automatic payments I've setup to be paid from my current card account?

    A. Yes, as you have a new account number you'll need to advise any merchants of your new card number as any previous payments made from your old card number will no longer work once your new card has been activated.

Payments

  • Q. How do you calculate my minimum monthly repayment?

    A. Your Minimum Payment Due is (rounded up to the nearest dollar):

    1. the Card Balance if it is less than $30; or
    2. the greater of:
      • $30; or
      • 2.00% of the Card Balance; or
      • the sum of 1.00% of the Card Balance, Late Payment Fee (if any) and interest charged for that month, plus any Monthly Instalment for that month.
  • Q. How do I make my repayments?

    A. Direct Debit Auto Pay

    Take the hassle out of making your repayments by setting up a Direct Debit. With Direct Debit Auto Pay your repayments will be automatically deducted each month from the bank account of your choice so you'll never have to worry about them.

    To set this up click on the link to download the 'Direct Debit Auto Pay application form' and fax it back to us on 1300 634 315 or pop it in the post:

    It's important to know that if you make any manual payments between due dates, then the Direct Debit will only draw the difference between the amount of the manual payments and the Direct Debit amount.

     

    Via BPAY®

    You can use BPAY® to make your repayments. Our Biller Code is 49551 and your 16-digit Virgin Money Card number is your Customer Reference number.

     

    By posting us a Cheque

    You can post us your payment by enclosing your completed Payment Slip provided with your monthly statement and mail with your cheque (no notes or coins please) to the following address:

    Virgin Money
    GPO Box 4299
    Sydney NSW 2001

    Please make your cheques payable to your Virgin Money Account number and specify your account type eg. Virgin Flyer Credit Card - Account number. So we can process it as quickly as possible for you, please write the actual Account number on the back of your cheque. Cheques payable to the Account holder may also be accepted (e.g. dividend cheque, Medicare refund, etc) but cheques payable to a third party will not be accepted. Again, a friendly reminder to please write your account number on the back of all cheques.

     

    At Australia Post

    You can make your payments at any Australia Post office displaying the Bank@Post™ symbol using cash or EFTPOS and they'll be processed immediately. It's important to remember to take your Credit Card with you and you must complete a Deposit Slip at the Australia Post outlet for a faster transaction. When paying by cheque at any Australia Post office, please allow 7 business days for the cheque to clear. However, funds will be considered received the day the cheque is deposited.

  • Q. How does the interest-free period8 work?

    A. You'll enjoy up to 44 days interest-free on all purchases, providing you repay the full balance on your Card each month. Interest-free periods don't apply to Cash Withdrawals, Balance Transfers or Bank Cheques. These transactions will incur interest from the date the transaction's made (regardless of whether the Account is repaid in full each month). You'll be charged interest on retail purchases if the statement's full closing balance is not repaid by the due date.

  • Q. How do I pay my bills from my Credit Card using BPAY®?

    A. Log into Virgin Money Online, select 'Payments & Transfers' then 'Make a Payment / Transfer' or give us a call on 
    13 37 39 and follow the prompts.

    If you make a BPAY® on your Virgin Credit Card by 4pm AEST (Australian Eastern Standard Time) it should be received by the payee the next working day.

    It’s important to know that not all billers accept bill payments via credit card via BPAY. As a general rule if a biller charges a surcharge for credit card payments, then BPAY is not allowed. You can check if your biller accepts credit card payments via BPAY at bpay.com.au. Find your biller then check what payment methods they accept.

Statements

  • Q. Can I receive my statement via email or online?

    A. Yes, you can request to receive your statement electronically by logging into your online account, clicking on 'Services', then 'My Profile' and selecting eStatements. Once you’ve successfully enrolled, you’ll start to receive eStatements from the next statement cycle onwards. It will arrive in the form of a secure PDF attachment, and you’ll be required to enter a password to view your statement.

    A copy of the statement will also be stored within your online account for up to 2 years. View more FAQ's on statements.

    For details on how to read your statement, you can view an example for our Flyer and High Flyer Rewards cards or one for our Low Rate and No Annual Fee cards.

  • Q. How do I get another copy of my statement?

    A. To print copies of your Card statement, log into Virgin Money Online and select 'Download recent statements' from the 'Quick Tasks' menu, on the right hand side of the home screen. You'll be able to download statements from the past 24 months in a printable PDF format.

    You can also give us a call on 13 37 39 to have a copy of your statement posted out to you within 5 to 7 working days. A fee of $7.00 per credit statement requested will apply.

    Read more FAQ's on statements.

    For details on how to read your statement, you can view an example for our Flyer and High Flyer Rewards cards or one for our Low Rate and No Annual Fee cards.

  • Q. How do I change my statement delivery preference?

    A. To change your statement preference from eStatement to paper, or if you’d like to save paper and go paperless, log into your online account, select ‘My Profile’ from the ‘Services’ menu and there you’ll find your statement choices.

    Please note that if you are a Virgin Australia Velocity Flyer or Virgin Australia Velocity High Flyer Cardholder, if you choose or continue to receive paper statements you will be charged a $2 Paper Statement Fee for each statement delivered via post. This will be debited in the following statement period. We may waive this fee in limited circumstances only. If you have concerns about being able to receive eStatements, we’re happy to help, please give our Customer Care Team a call on
    13 37 39 to discuss your situation.

     

Transaction Disputes

  • Q. How do I dispute a Credit Card Transaction?

    A. A transaction dispute occurs when you or an Additional Cardholder questions a transaction charged to your Virgin Money credit card account.

    Visa have set rules and timelines for the dispute process, which can sometimes take up to 180 days to resolve.

    Transaction dispute guidelines

    1. To allow us to help you resolve your dispute you must contact us immediately on 13 37 39 when you identify a suspicious transaction - ideally this should be within 60 days of the transaction date.
    2. If your dispute is not about a suspected fraudulent transaction, you should question the transaction with the merchant or service provider. If no resolution is agreed, we will act on your behalf in the formal dispute process.
    3. In order for us to act on your behalf we need you to provide us with all the available information and supporting documentation along with the dispute form signed by the account owner.
    4. Once we receive your dispute form and supporting documentation we will liaise directly with the merchant's bank to request a copy of the transaction voucher if appropriate (charges may apply) or a reversal of the charge.
    5. The merchant's bank will respond with either a copy of the voucher, a reversal of the charge or a request for more information. We will contact you by mail if further information is required - please ensure that you respond within the timeframes as advised on the correspondence to ensure that we can continue your transaction dispute.
    6. Dispute cases can take up to a maximum of 180 days depending on the nature of the dispute and it is important for you to stay in contact with us and assist with the case until a resolution is achieved.

    It’s important to know that ‘unauthorised transactions’ are charges that a cardholder claims to have never authorised. Virgin Money must block your card before pursuing the dispute with the merchant's bank.

Your Online Account
  • Q. How do I register for Virgin Money Online?

    A. Setting up your Virgin Money Online account is easy, once you've received your card, have your mobile phone handy and go to my.virginmoney.com.au and click on the 'First time here REGISTER' button.

    Then click on the Credit Card Icon and follow the steps, complete the required information then enter a One Time PIN which we'll send to the mobile number you advised us during your application. You'll be up and running in minutes.

  • Q. What is Virgin Money Online One Time Password (OTP) and how does it work?

    A. As an enhanced security measure, Virgin Money Online OTP (One Time Password) is available to Virgin Money customers and is a randomly generated 6 digit PIN which is a stronger method of authenticating your online transactions. Each time you want to view detailed account information, make a change to your details or perform a transaction through Virgin Money Online you’ll be required to enter an OTP. The OTP is received via SMS on your mobile phone.

    When you need to view detailed account information, make a change to your details or perform a transaction you will be required to enter an OTP as a second level of authentication to confirm that the request is authorised by you. This OTP will be delivered to you via SMS.

    You only need to enter one OTP per online session. Once you have entered your OTP you can perform as many enquiries or transactions as you like within that session.

  • Q. What are the online transactions that require a Virgin Money Online OTP?

    A. Online enquiries and transactions that require an OTP are those that could potentially compromise your security or privacy as customers of Virgin Money. These transactions include:

    • View statements
    • Transfer and payments
    • Manage payees
    • My offers
    • Rewards
    • Update Contact Details screen /address screen
    • Change user id
    • Change password

    Find out more about OTP in this FAQ document.

  • Q. Is it safe to use Virgin Money Online to manage my Accounts?

    A. You're Protected

    Yes. We’ll always do everything we can to keep your online transactions safe and secure. We’ve invested in 128 bit SSL technology and we’ve a range of security initiatives in place that are part of our ongoing commitment to making your online activity as safe as it can be. When using Virgin Money Online any communications you send to or receive from our secure system is specially encrypted to make sure all of the data stays completely confidential. As soon as you sign in to Virgin Money Online the page will tell you the last date and time you signed in. If you notice any unusual activity, give us a call immediately 13 37 39.

    Added protection

    We use a dynamic on-screen keyboard (it’s on the Login page), which protects your password when you enter it. You use your mouse to enter your password using the on-screen keyboard instead of typing the keys in the traditional way, which can be targeted using key logging software. We also use a digital certificate so you can check the identity and authenticity of our websites. You’ll find it by clicking the Padlock Icon in the Status Bar at the bottom of the page.

    And we’re looking out for you 24/7

    Virgin Money Online is monitored by our dedicated team of security personnel around the clock. They consistently look for ways to make our site safer and maintain all of our internet services so they’re always available when you want to use them. If you suspect your Account has been compromised in any way, call us immediately on 13 37 39, or +61 2 8288 2222 if you’re outside Australia. You’ll find more about online security at the websites of:

    Australian High Tech Crime Centre

    Australian Competition and Consumer Commission – Scamwatch Australian Securities & Investment Commission.

Rewards and Benefits

Exclusive Reduced flights offer

Velocity Points

  • Q. How are my Velocity Points earned and transferred in to my Velocity Frequent Flyer Account?

    A. At the end of your statement cycle, the number of Points earned from retail purchases are calculated using the conversion rate that is applicable to your Virgin Credit Card. The Points earned will be automatically transferred into your Velocity Frequent Flyer Account within 3 business days after the close of the statement cycle. It's important to note that Points can only be transferred to your Velocity Frequent Flyer Account at the end of your statement cycle.

  • Q. Do my Velocity Points expire?

    A. Your Velocity Points will be transferred to your Velocity Frequent Flyer Account after each statement cycle. Once your Points are in your Velocity Frequent Flyer Account they will not expire as long as you’re an active Velocity Member, that is, a Member who earns or redeems Velocity Points within a two-year period. For full details, see the Velocity Frequent Flyer terms and conditions at velocityfrequentflyer.com.

  • Q. Is Velocity Frequent Flyer membership required?

    A. Yes. In order for Virgin Money to transfer Velocity Points to your Velocity Frequent Flyer Account, you must provide us with your Velocity membership number either on your application form when applying for your Virgin Credit Card or by calling us on 13 37 39. If you're not currently a Velocity Member you can arrange this when you apply for your card or head to velocityfrequentflyer.com where you can join for free online. If you choose not to join Velocity Frequent Flyer, you will be ineligible for any offers or benefits relating to Virgin Australia or the Velocity Frequent Flyer Program.

  • Q. What can Velocity Points be redeemed for?

    A. You can redeem your Velocity Points for many things, here's just a couple:

    • Domestic and international flights with Virgin Australia, Virgin Samoa, Etihad Airways, Virgin Atlantic, Virgin America, Delta and more.
    • A range of great hotels, car rentals and products including gift cards and vouchers.

    Head to velocityfrequentflyer.com to see the full range of what's on offer or give the Velocity Team a call on 13 18 75.

  • Q. How do I redeem with my Velocity Points?

    A. To redeem your Velocity Points log in to your Velocity Frequent Flyer Account at velocityfrequentflyer.com and follow the instructions. If you need some assistance give the Velocity Frequent Flyer team a call on 13 18 75.

  • Q. Can I use my Velocity Points to pay my Credit Card annual fee?

    A. Sorry, Velocity Points can't be used to pay your Credit Card annual fee at this time.

Card Security and Insurance

Card Security

  • Q. How safe is my Card - do you offer complimentary Card security?

    A. Very, and yes we do. Our Cards use Secure Chip technology which uses a microchip embedded in your Card to store your Card's data, keeping you safer against card fraud than your average magnetic stripe.

    Our Security Guarantee ensures cover under a range of different circumstances, allowing you complete peace of mind at home and overseas, online and off.


    FRAUDSHIELD®

    If we detect any irregular transactions on your Account, we'll contact you even if you're overseas (if we have your contact details). All you need to do is call our Customer Care Team on 13 37 39, and let us know your contact details before you travel.


    Emergency Card Replacement

    If your Card is lost or stolen, in most cases we can cancel and replace your Card within 48 hours in almost any location, for free. If you're overseas, you can report the loss to any bank or financial institution with the VISA sign.


    Visa's Zero Liability Policy guarantee12

    You are also covered by Visa's Zero Liability Policy guarantee, ensuring you won't be held responsible for fraudulent transactions made with your Card.

  • Q. What is Verified by Visa?

    A. Verified by Visa is a safer way to make online purchases with your Virgin Money Credit Card. It provides you, the cardholder, 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.

    How can I be prepared for Verified by Visa?

    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.

    • To update your mobile number, call us on 13 37 39, or +61 2 8288 2222 if you’re overseas.
    • To check your contact details, log on to your Virgin Money Online account at my.virginmoney.com.au, go to the ‘Services’ menu, click ‘My Profile’, and select ‘My Contact Details’

    Please note that if you have any additional cardholders they will need to call to update their mobile number.

    For more information please see further Frequently Asked Questions.

  • Q. What is Visa Checkout?

    A. Enrol your Virgin Money Credit Card online today, to enjoy a simplified payment process when shopping online. Once enrolled, there’s no need to re-enter your card or shipping details each time you shop, where Visa Checkout is accepted. Learn more about Visa Checkout.

  • Q. Do you offer credit card insurance to cover my monthly repayments?

    A. Yes. CardAssure Max is available which assists you with your credit card payments if you're:

    • Unable to work due to injury or illness,
    • Made redundant and unable to find work,
    • Or if you are diagnosed with cancer, suffer a heart attack or stroke.

    And it's not just when things go wrong in life that you need a helping hand – CardAssure Max provides a financial contribution to ease the load if you:

    • have a child,
    • get married,
    • buy a new car, or
    • buy a new home to live in.

    CardAssure Max costs 59c per $100 of your Outstanding Balance on your Monthly Statement. In any month that you have no Outstanding Balance on your Monthly Statement, there will be no Premium charged.

    If you're aged between 18 and 59, have a Virgin Money Credit Card and are an Australian citizen, New Zealand citizen or an Australian permanent resident residing in Australia at the time of applying, you're eligible to apply for this protection with guaranteed acceptance and no medical examination or questions.

    You can find out more in the Product Disclosure Statement available here or by calling 13 37 39 anytime.

     

    CardAssure Max policies are issued by MetLife Insurance Limited (MetLife) ABN 75 004 274 882, AFSL 238096 and ACE Insurance Limited (ACE) ABN 23 001 642 020, AFSL 239687. The distributor is Citigroup Pty Limited ABN 88 004 325 080, AFSL No. 238098 (Citibank). CardAssure Max is not a product of, nor is it guaranteed or distributed by Virgin Money (Australia) Pty Limited ABN 75 103 478 897 ("Virgin") or Virgin Money Financial Services Pty Ltd ABN 51 113 285 395

  • Q. How can I make a claim on my CreditShield Edge or CardAssure Max policy?

    A. For claims relating to CreditShield Edge or CardAssure Max, the simplest way to make a claim is online:

    For all other claim enquiries:

    • Call MetLife on 1300 555 625
    • Or you can write to:
      MetLife Claims Department
      GPO Box 3319
      Sydney
      NSW 2001

    You’ll receive notification of the status of your claim within 10 working days.

    It’s important to know that waiting periods may be applicable to the benefit that you are claiming. Please check your Product Disclosure Statement or contact MetLife on 1300 555 625 for more information.

  • Q. I have a CreditShield Edge policy, how do I get a copy of the PDS or policy details?

    A. CreditShield Edge is no longer offered for sale, customers who took the policy out prior to December 1, 2015 will remain with the CreditShield Edge product.

    Please check the Product Disclosure Statement which is available here or contact Virgin Money on 13 37 39 for more information or make a request in writing to CreditShield Edge Insurance, GPA Box 5208, Sydney NSW 2001.


    CreditShield Edge policies commencing prior to 1 January 2012 are issued by MetLife Insurance Limited (MetLife) ABN 75 004 274 882, AFSL 238096. Policies commencing on or after 1 January 2012 are issued by MetLife Insurance Limited (MetLife) ABN 75 004 274 882, AFSL 238096 and ACE Insurance Limited (ACE) ABN 23 001 642 020, AFSL 239687. The distributor is Citigroup Pty Limited ABN 88 004 325 080, AFSL No. 238098 (Citibank). CreditShield® Edge is not a product of, nor is it guaranteed or distributed by Virgin Money (Australia) Pty Limited ABN 75 103 478 897 ("Virgin") or Virgin Money Financial Services Pty Ltd ABN 51 113 285 395.

  • Transit Accident Insurance - Flyer and High Flyer Cards

    • Q. What is Transit Accident Insurance?

      A. Transit Accident Insurance is a benefit available to all Virgin Flyer Credit Cardholders and Virgin High Flyer Credit Cardholders and is only available when the purchase price of a trip has been validly charged to the cardholder’s Virgin Flyer Credit Card or Virgin High Flyer Credit Card while the insurance is in force and before the trip has commenced.

      This cover provides certain benefits in the event of accidental death and cover for Cardholders who sustain an injury whilst on a trip, while riding as a passenger in (not as a pilot, driver or crewmember), or boarding or alighting a plane, tourist bus, train or ferry as outlined in this policy. It’s important to know that it’s not a comprehensive travel insurance policy.

      Transit Accident Insurance is issued by Allianz Global Assistance. This cover is provided automatically to Virgin Flyer Credit Cardholders and Virgin High Flyer Credit Cardholders under a Group Policy issued to Citigroup Pty Limited by AGA Assistance Australia Pty Ltd trading as Allianz Global Assistance on behalf of the insurer, Allianz Australia Insurance Limited. It's important to know that it's not a comprehensive travel insurance policy.

      For full details please read the Terms and Conditions.

    • Q. What should I do if I need to make a claim?

      A. In the event of an accident that is likely to result in a claim, the Virgin Flyer Credit Cardholder or Virgin High Flyer Credit Cardholder (or their legal representative in the case of accidental death) must contact Allianz Global Assistance directly on 1800 072 791. If calling from overseas, a reverse charge call to Australia can be made by calling +61 7 3305 7499. So that you know the Virgin Money Customer Care Team won't be able to help you if you call them.

      It's important to know that it's not a comprehensive travel insurance policy. For full details please read the Terms and Conditions.

Interstate Flight Inconvenience Insurance – High Flyer Card

  • Q. What is Interstate Flight Inconvenience Insurance?

    A. Interstate Flight Inconvenience is a benefit available to all Virgin High Flyer Credit Cardholders and is available on interstate travel where the travel tickets are entirely purchased on the cardholder's Virgin High Flyer Credit Card.

    Simply pay for the interstate flights with your Virgin High Flyer Credit Card and you'll receive Flight Inconvenience Insurance for you, your spouse and any dependent children covering flight delays, missed connections, Loss of or damage to business items/personal items, rental vehicle excess and more.

    Flight Inconvenience Insurance is provided automatically to Virgin Australia Velocity High Flyer Credit Cardholders under a Group Policy issued to Citigroup Pty Limited by AGA Assistance Australia Pty Ltd, ABN 52 097 227 177, AFSL No 245631 trading as Allianz Global Assistance on behalf of the insurer, Allianz Australia Insurance Limited AFSL No. 234708. It's important to know that it's not a comprehensive travel insurance policy.

    For full details please read the Terms and Conditions.

  • Q. What should I do if I need to make a claim?

    A. In the event of a claim, the Virgin High Flyer Credit Cardholder must contact Allianz Global Assistance directly on 1800 072 791. If calling from overseas, a reverse charge call to Australia can be made by calling +61 7 3305 7499. So that you know, the Virgin Money Customer Care Team won't be able to help you if you call them.

    For full details please read the Terms and Conditions.

International Travel Insurance – High Flyer Card

  • Q. What is International Travel Insurance?

    A. International Travel Insurance is a benefit available to all Virgin High Flyer Credit Cardholders and is available on travel outside of Australia where the overseas travel tickets are purchased on the cardholder's Virgin High Flyer Credit Card. Simply pay for your overseas flights with your Virgin High Flyer Credit Card and you'll receive international travel insurance for you, your spouse and any dependent children including medical expenses for illness or injury, loss or theft of personal items, legal liability and more.

    International Travel Insurance is provided automatically to Virgin Australia Velocity High Flyer Credit Cardholders under a Group Policy issued to Citigroup Pty Limited by AGA Assistance Australia Pty Ltd, ABN 52 097 227 177, AFSL No 245631 trading as Allianz Global Assistance on behalf of the insurer, Allianz Australia Insurance Limited AFSL No. 234708.

    For full details please read the Terms and Conditions.

  • Q. What should I do if I need to make a claim

    A. In the event of a claim, the Virgin High Flyer Credit Cardholder must contact Allianz Global Assistance directly on 
    1800 072 791. If calling from overseas, a reverse charge call to Australia can be made by calling +61 7 3305 7499. So that you know, the Virgin Money Customer Care Team won't be able to help you if you call them.

    For full details please read the Terms and Conditions.

Guaranteed Pricing Scheme - Flyer & High Flyer Cards

  • Q. What is the Guaranteed pricing scheme?

    A. Guaranteed pricing scheme is a benefit available to Virgin High Flyer cardholders and Virgin Flyer cardholders when personal goods are purchased by a cardholder anywhere in Australia (excluding internet sales), and the entire cost is charged to the cardholder’s Virgin High Flyer credit card account or Virgin Flyer credit card account.

    This scheme guarantees the cardholder gets the best price if, within 60 days of the purchase, they advise us that they have, subsequent to their purchase, received a printed catalogue showing the same business item/personal good for a lower price from a store within 25 kilometres of the store from where the personal good was purchased, and the price difference is greater than AU$75 and up to AU$500. Conditions apply.

    For full details please read the Terms and Conditions.

Purchase Cover Insurance - High Flyer Card

  • Q. What is Purchase Cover Insurance?

    A. Purchase Cover Insurance provides you with three months insurance against loss, theft, or accidental damage over a wide range of new personal goods purchased anywhere in the world using your High Flyer Credit Card.

    Purchase Cover Insurance is provided automatically to Virgin Australia Velocity High Flyer Credit cardholders under a Group Policy issued to Citigroup Pty Limited by AGA Assistance Australia Pty Ltd, ABN 52 097 227 177, AFSL No 245631 trading as Allianz Global Assistance on behalf of the insurer, Allianz Australia Insurance Limited AFSL No. 234708.

    For full details please read the Terms and Conditions.

  • Q. What should I do if I need to make a claim?

    A. In the event of a claim, the Virgin High Flyer Credit Cardholder must contact Allianz Global Assistance directly on 1800 072 791. If calling from overseas, a reverse charge call to Australia can be made by calling +61 7 3305 7499. So that you know, the Virgin Money Customer Care Team won't be able to help you if you call them.

    For full details please read the Terms and Conditions.

Extended Warranty Insurance - High Flyer Card

  • Q. What is Extended Warranty Insurance?

    A. With Extended Warranty Insurance you receive up to 12 months extended warranty (in addition to the manufacturer's expressed Australian warranty) on personal goods purchased with your Virgin High Flyer Credit Card.

    Extended Warranty Insurance is provided automatically to Virgin Australia Velocity High Flyer Credit Cardholders under a Group Policy issued to Citigroup Pty Limited by AGA Assistance Australia Pty Ltd, ABN 52 097 227 177, AFSL No 245631 trading as Allianz Global Assistance on behalf of the insurer, Allianz Australia Insurance Limited AFSL No. 234708.

    For full details please read the Terms and Conditions.

  • Q. What should I do if I need to make a claim?

    A. In the event of a claim, the Virgin High Flyer Credit Cardholder must contact Allianz Global Assistance directly on 
    1800 072 791. If calling from overseas, a reverse charge call to Australia can be made by calling +61 7 3305 7499. So that you know, the Virgin Money Customer Care Team won't be able to help you if you call them.

    For full details please read the Terms and Conditions.

Virgin Money Credit Cards - Insurance and Protection

Insurance and Protection

Read more

Virgin Money Credit Cards - Using your Virgin Money Credit Card

Using your Virgin Money credit card

Read more

Virgin Money Credit Cards - Visa benefits

Visa benefits

Read more