FAQs - Credit Cards

Virgin Australia Velocity Flyer Card

    This section relates to the updated Virgin Australia Velocity Flyer Cards we sent to customers in August 2021. If you haven’t already activated this updated card we strongly recommend that you activate it at the earliest opportunity. Please refer to the FAQs below for further information or give our Customer Care Team a call on 13 37 39.

  • Q. I’ve not activated the updated Virgin Australia Velocity Flyer Card you sent me in August 2021 and the current card I'm using has stopped working. What should I do?

    A. If your card expires in 2021 or earlier, you will have to wait until a replacement card arrives in the mail. Unfortunately there will be a 2 week period where you won’t be able to use your current card while the replacement card is in the mail.

  • Q. What happens if I don't activate the new card?

    A. One month from your existing card’s expiry date we will issue you with a renewal card. If you haven’t activated the card we sent in August, your existing card will stop working and you’ll be unable to make any purchases until you receive and activate your renewal card.

    To avoid any disruptions, it is strongly recommended that you activate the card we sent you in August so you can continue to use your Credit Card until you receive the renewal card.

  • Q. Why did you send me a new card?

    A. We've removed the Platinum logo on your credit card, however please be assured that your current Visa benefits including entertainment, protection and concierge will remain the same on your card. Your current credit card contract, including fees and interest charges, and Velocity Rewards and Points earn also remain the same.

  • Q. How do I activate my new card?

    A. Simply activate your card by either:

    1. Logging in to Virgin Money Online at virginmoney.com.au/activate or;
    2. Virgin Money app - go to the profile screen, select 'Manage cards' select the Flyer credit card and follow the prompts. If you're an existing Go Transaction account and/or Boost & Grow Savings account customer, go to the account screen, select the + sign, select credit card and follow the steps.

    If you are the primary cardholder, please ensure you activate your card first. If you are an additional cardholder on this account, please note that you will not be able to activate your new card until the primary cardholder activates their card first.

  • Q. What should I do with my existing card?

    A. After the new card(s) have been activated, you should securely destroy your old card.

  • Q. Will my PIN change?

    A. No, your existing PIN will transfer to your new card.

  • Q. What will change?

    A. The new card will no longer carry the Visa Platinum logo, however your current Visa benefits including entertainment, protection and concierge will remain the same on your card. Your current credit card contract, including fees and interest charges, and Velocity Rewards and Points earn also remain the same. Your card and account number will also remain the same.

  • Q. Will this affect my access to Virgin Money Online or mobile app?

    A. No, your login details will remain the same and you can continue using Virgin Money Online and the mobile app as normal.

Managing your account

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

    A. You can manage your credit card account via:

    • Virgin Money Mobile app
      Check you balance, pay bills and keep up to date with your latest transactions and statements whole on the move. To get started:
      1. Download the Virgin Money app from the App Store or Google Play Store
      2. From the home screen, select 'Exisitng customers, this way!'
      3. Enter your mobile number - this should be the mobile number linked to your Virgin Money credit card account
      4. You'll be sent a One-Time PIN - enter the PIN as requested
      5. Then follow the prompts and enter the information requested
      6. Confirm acceptance of the terms and conditions and your card will be linked to your mobile app

    If you prefer to manage your credit card via the browser, you can register for Virgin Money Online - if you haven't already.

    Important to know, if you enter your details incorrectly 3 times, for security reasons your access to the app will be locked for 24 hours. Please call our Customer Care team on 13 37 39 if you receive any error messages so we can assist you.

    • Internet Banking - Virgin Money Online
      Log in to your online account here, to access a wide range of services such as: 
      - 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...
    • Telephone Self Service
      Give us a call on 13 37 39 and follow the prompts. You'll need your Virgin Money credit card and your Telephone PIN (TPIN) with you. If you don't remember your TPIN, we can reset this for you.
    • Our Customer Care team
      They’re available 24/7 on 13 37 39 or on +61 2 8288 2222 if you’re calling from outside of 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, you can report this on the Virgin Money app by selecting Profile > Manage cards, select your credit card account, select ‘Report card lost or stolen’ and follow the prompts.

    This will cause all transactions attempted on the card to be declined, including any recurring payments, balance updates and transfers performed via the app or Virgin Money Online. A new card will be sent to your address on file. Once your new card arrives, ensure to update any direct debits and recurring card instructions with your new card details.

    Please note, you will be locked out of your account for up to 48 hours.

    If you see any transactions you don't recognise, please contact us immediately on 13 37 39, 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).

    Further information about liability for card transactions is contained in your account Terms and Conditions.

  • Q. How do I change my card PIN?

    A. You can change your card PIN using the Virgin Money app by selecting Profile > Manage cards > Change your card PIN, enter a new PIN, confirm this new PIN. You will then be sent a One-Time PIN to verify the change. The change of PIN is effective immediately.

    Alternatively, you can change your card 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)
    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 card PIN.

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

    A. The fastest and easiest way to set up your card PIN is on the Virgin Money app, however if you're not able to do it on the app, try online and if all else fails give our Customer Care team a call on 13 37 39 and they will be able to assist. Please note, you can only set up and change your card PIN on the app or online.

  • Q. How do I change my name?

    A. To change your name on your credit card account, simply log into Virgin Money Online and follow the steps below:

    1. Click 'Services' menu and select 'My Profile'
    2. Click ‘Personal Information‘ and select 'View/update details'
    3. Authenticate yourself using a One-Time PIN sent via SMS to your registered mobile phone number
    4. Click 'Update Information'
    5. Modify your name in 'Personal Information'
    6. Click 'Continue'
    7. Upload your “Evidence of name change“ - such as marriage certificate, divorce papers, deed poll, change of name certificate issued by the State’s Registry Office of Births, Deaths and Marriages, valid 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.
    8. Click 'Confirm'

    Alternatively you can 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. 

    Provide evidence of 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, valid 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.

    Post these details to us at Virgin Money, Reply Paid, GPO Box 40, Sydney, NSW 2000

    We will process your request and send your replacement card to your billing address on file within 5 working days and will get in touch if we need more information.

  • Q. How can I cancel my credit card account?

    A. You can cancel your card account via:

    • Virgin Money Online
    1. Log in to Virgin Money Online and select ‘Card Services’ from the ‘Services’ menu (located on the top menu bar)
    2. On the ‘Card Services’ navigation select ‘Manage my Accounts’
    3. From ‘Manage your account’, click on ‘Account Closure Request’
    4. Enter your One-Time PIN (OTP)
    5. Once on the Account Closure Request screen you will need to follow the prompts

    If you have not used Virgin Money Online before, you will need to register first by going to https://my.virginmoney.com.au and click on ‘Register’.
     

    • Calling our Customer Care team

      We’re available 24/7 at 13 37 39 or +61 2 8288 2222 if you’re outside Australia

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 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

  • Q. What is a Fixed Payment Option and how does it work?

    A. A Fixed Payment Option allows you to take advantage of an interest rate lower than the standard rate you currently pay on your credit card account for a fixed term of your choice. This rate will apply to a cheque request of $500 or more up to your available credit limit, or selected unbilled retail purchases of $500 each or more (up to 5 unbilled retail transactions at one time). You select the amounts then select your preferred available repayment term. The Fixed Payment Option is an offer and is subject to your eligibility at the time of processing.

    Read more about our credit card Fixed Payment Option offer.

Balance Transfers

  • Q. What is a Balance Transfer?

    A. A Balance Transfer involves transferring the balance(s) of your other credit cards or loans to a Virgin Money Credit Card. The balances transferred will receive a promotional interest rate for a set period of time and can be a great way to save on interest charges.

    Once your balance(s) has been transferred, you will need to close the other credit facilities you transferred balances from, as this will not occur automatically.

    It’s important to note that no interest free days are applicable to Retail Purchases when you have a Balance Transfer. This means any purchases you make will be charged interest at the Annual Percentage Rate for retail purchases.

    When considering a Balance Transfer promotion, it’s easy to focus on the low, or zero, interest rate being offered however don’t forget to consider the other features of the card and any applicable terms and conditions of the promotion.

  • Q. How does a Balance Transfer work?

    A. You can request a Balance Transfer as part of your initial application, or as a new request on your existing Virgin Money Credit Card.

    When you make the Balance Transfer request, we will ask you for information about the balances you are transferring and it will take up to 10 business days for the funds to be received at the other financial institution.

    Once the balance(s) is transferred to your Virgin Money Credit Card, you will be charged interest at the rate offered to you at the time you requested the Balance Transfer, for the length of the promotional period. At the end of the Balance Transfer, any remaining balances (inclusive of a Balance Transfer fee, where applicable) will revert to the Annual Percentage Rate for Cash Advances.

  • Q. How can I get the most out of my Balance Transfer?

    A. Below are some recommendations on how to get the most out of your Balance Transfer:

    • Consider making additional payments (more than the Minimum Payment Due) throughout the promotional period to reduce the amount you owe
    • Pay the outstanding balance prior to the end of the Balance Transfer promotional period. Any outstanding balances that were transferred will revert to the Annual Percentage Rate for Cash Advances at the end of the promotional period.
    • Track any additional retail purchases on your Credit Card, which will not qualify for interest free days while you have a Balance Transfer
    • Close other credit cards and loan accounts once they have been repaid. The benefits of doing this are discussed in the question below. 
  • Q. What are the benefits of closing your other credit card(s) and loans after a Balance Transfer?

    A. Some of the benefits of closing your other credit cards and loans are:

    • It will help reduce the total amount of account fees and charges associated with those accounts
    • Simplify your finances by decreasing the number of cards you hold
    • Reduce your ability to accrue additional debt, by decreasing the available credit options
    • Potentially increasing your credit rating by reducing the amount of unsecured debt recorded against your credit bureau record
  • Q. How does a Balance Transfer affect the interest charge on my Account?

    A. Once a Balance Transfer is processed on your Virgin Money Credit Card, the interest charges will be as follows:

    • Balances transferred to your Account will be charged interest at the promotional rate per the Balance Transfer offer and time period you accepted
    • No interest free days are applicable to retail purchases when you have a balance transfer. This means any additional purchases will be charged interest at the Annual Percentage Rate for retail purchases.
    • At the end of the balance transfer period, the interest rate on any outstanding transferred balance and balance transfer fee will revert to the Annual Percentage Rate for Cash Advances.

    For example, if your Balance Transfer rate is 0 % p.a. for 12 months, during that 12 months all additional purchases will be charged interest at the Annual Percentage Rate for Retail Purchases. At the end of the 12 months, any outstanding balances from the Balance Transfer will revert to the Annual Percentage Rate for Cash Advances.

  • Q. If I have Balance Transfers at different rates, which one does my credit card payments get applied to first?

    A. Payments will be allocated in the following order:

    • Monthly Instalment(s) for Fixed Payment Options due in the current Statement Period (if applicable); and then
    • to the portion of the Closing Balance of your most recent statement which attracts the highest interest rate; and then
    • to the portion of your Closing Balance which attracts the next highest interest rate(and so on); and then
    • Balances that have no yet been billed
  • Q. What is a Balance Transfer fee and how is it calculated?

    A. A Balance Transfer fee can be applicable on some promotional offers. This fee is calculated as a percentage of the total amount being transferred and is added to the Balance Transfer amount.   

    For example, a Balance Transfer amount of $10,000 with a 2% Balance Transfer Fee, will be charged a Balance Transfer fee of $200 and results in the outstanding balance of your Virgin Money Credit Card to increase by $10,200.

    At the end of the Balance Transfer period, the interest rate on any outstanding transferred balance and the Balance Transfer fee will revert to the applicable Annual Percentage Rate for Cash Advances.

    Make sure you take this fee into Account when you're working out your repayments as well as how much the Balance Transfer deal will really cost you. Balance Transfer fees will be clearly stated in the offer details so remember to read them carefully as well as the terms and conditions.

  • Q. Are there minimum and maximum amounts I can balance transfer?

    A. On Virgin Money Credit Cards, the minimum amount you can transfer is $500 and your total balance transfer may not exceed 80% of your credit limit the day the Balance Transfer is completed.

  • Q. What debts cannot be included in a Balance Transfer?

    A. You cannot include the following in a Balance Transfer:

    • Account balances from financial institutions/stores outside of Australia
    • Amounts greater than your available credit limit and/or greater than 80% of the credit limit of your Virgin Money Credit Card
  • Q. What types of balances can be transferred?

    A. You can apply for a balance transfer with a Virgin Money Credit Card and transfer any credit account balances with other financial institutions, such as:

    • Visa, MasterCard and American Express (all banks)
    • Personal Loans
    • Lines of credit
  • Q. How do I apply for a Balance Transfer?

    A. You can apply for a balance transfer during the application process for a new Virgin Money Credit Card. Existing customers can call 13 37 39 to discuss options should you wish to transfer a balance from another financial institution.

    It's important to know that the credit account balance you want to transfer must be in the name of the Virgin Credit 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 90 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. How long does it take to transfer my balance?

    A. Balance transfers can take up to 10 business days to process.

    You should allow additional time for the funds to be received by the other financial institution however please ensure you continue your payment obligations with the other financial institution whilst the Balance Transfer is being processed. You can monitor your Account via Virgin Money Online to check if the balance transfer has appeared on your Account.

  • Q. Do I earn Velocity Points on 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:

    • For No Annual Fee and Low Rate cards the maximum credit limit is $30,000 and the minimum credit limit is $2,000.
    • For Flyer cards the maximum credit limit is $30,000 and the minimum credit limit is $6,000.
    • For High Flyer cards the maximum credit limit is $50,000 and the minimum credit limit is $15,000.
  • Q. How do I change my credit limit?

    A. 

    For No Annual Fee and Low Rate cards the maximum credit limit is $30,000 and the minimum credit limit is $2,000.

    For Flyer cards the maximum credit limit is $30,000 and the minimum credit limit is $6,000.

    For High Flyer cards the maximum credit limit is $50,000 and the minimum credit limit is $15,000.

    To increase your Credit Limit

    An increase to 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

    To decrease your Credit Limit

    You can request a decrease to your Credit Limit through:

    • Virgin Money Online
    1. Log in to Virgin Money Online and select ‘Card Services’ from the ‘Services’ menu (located on the top menu bar)
    2. On the ‘Card Services’ navigation select ‘Manage my Accounts’
    3. From ‘Manage your account’, click on ‘Credit Limit Decrease’
    4. Enter your One Time PIN (OTP)
    5. Once on the Credit Limit Decrease screen you will need to follow the prompts

    If you have not used Virgin Money Online before, you will need to register first by going to https://my.virginmoney.com.au

    • Calling our Customer Care team
      We’re available 24/7 at 13 37 39 or +61 2 8288 2222 if you’re outside Australia
    • Writing to us at:
      Virgin Money, Reply Paid GPO Box 40, Sydney NSW 2001

    It is important to note that your Credit Limit can't be lower than your product minimum and should you wish to reinstate your previous Credit Limit after it is decreased, your application to increase your Credit Limit will be subject to our lending criteria at that time.

    • For No Annual Fee and Low Rate cards the minimum credit limit is $2,000.
    • For Flyer cards the minimum credit limit is $6,000.
    • For High Flyer cards the minimum credit limit is $15,000.

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. Read more FAQs on Visa Paywave.

  • 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.

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 Australia Velocity 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 Money No Annual Fee Card to a Virgin Australia Velocity Flyer 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
      • (a)the sum of: 1.00% of the Card Balance; Late Payment Fee (if any); and interest charged (excluding any interest included in amounts added back below as part of a Fixed Payment Option) for that month,

    plus any Instalment, initial interest charge, Fixed Payment Option fee or related interest on any of them, that is part of a Fixed Payment Option 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 download the 'Direct Debit Auto Pay application form' and fax it to us on 1300 794 785 or pop it in the post:

    It's important to know that if you make any manual payments between due dates, we will debit the full amount of the Closing Balance recorded on the monthly statement. Any separate payments or adjustments, such as refunds or reversals that are made after the monthly statement is issued, will not be considered when the direct debit request is made.

    Via BPAY®

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

    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.

    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. 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.

  • Q. How does the interest free period8 work?

    A. You'll enjoy interest free days on all purchases, providing you repay the full balance on your Card each month, excluding any Fixed Payment Option balance which isn’t due for payment by that payment due date. Whilst you have a Balance Transfer, you will not be eligible for any interest free days. Interest free periods also don't apply to Cash Withdrawals 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.

    The Interest Free Period is 55 days for any Virgin Money Low Rate, Virgin Money No Annual Fee and Virgin Australia Velocity Flyer Credit Card Statements issued on or after 1 November 2019.

    The Interest Free Period is 44 days for any Virgin Australia Velocity High Flyer Credit Card Statements.

  • 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 Money 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, select Services > My Profile > Personal Information > View/update details then follow the prompts. 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.

    Learn more about how to read your statement.

  • 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.

    Learn more about how to read your statement.

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

    A. To change your statement preference, sign on to Virgin Money Online, select Services > My Profile > e-Statement and E-Notices > Register / Manage your eStatement & eNotice then follow the prompts.

    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. 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 debit or credit card account.

    We aim to make the experience as easy for you as possible if you find yourself needing to dispute a transaction, by providing you with detailed information on the steps involved. Visa and MasterCard have set rules and timelines for the dispute process, which can sometimes take up to 180 days to resolve.

    We have also included some handy tips that may assist in avoiding future disputes.

Virgin Money mobile app

  • Q. How do I link my credit card to the Virgin Money app?

    A. Download the Virgin Money app from the App Store or Google Play Store, open the app, select the ‘Existing customer, this way’ option, enter your mobile number then complete the steps to add your credit card details.

    If you're an existing Virgin Go Transaction account and/or Virgin Boost & Grow Savings account customer, go to the account screen, select the + sign, select credit card and follow the steps.

  • Q. On which devices can I install the Virgin Money app?

    A. The app is designed and built for the following operating systems:

    • On Apple devices - iOS 12.0 or later
    • On Android devices - Android 8.0 or later

    While the app is optimised for Android and Apple smartphone operating systems, it will still work on tablet devices.

    You can login to your account from multiple devices (smartphones, tablets with the operating systems noted above).

    You can have a maximum of 5 devices linked to your account so you may need to talk to our team to remove old devices if you’ve reached the maximum allowed.

  • Q. Can I download the Virgin Money app on multiple devices with the same Virgin Money account information?

    A. Absolutely! You can download and login to your account from multiple devices that have the app installed.

    You can have a maximum of 5 devices linked to your account so you may need to talk to our team to remove old devices if you’ve reached the maximum allowed.

  • Q. What if a phone, which has the Virgin Money app installed has been lost or stolen?

    A. The Virgin Money app can only be accessed by the use of your registered biometric or access code, so keep those safe.

    If you have misplaced your phone or believe someone may have unauthorised access to it, call us on 13 81 51.

    Additionally, if you have Mobile Wallet (Samsung Pay or Apple Pay), please contact us immediately so we can suspend your Mobile Wallet to avoid any fraudulent transactions.

  • Q. What can I do in the Virgin Money app?

    A. You will have the ability to do the following things:

    • Activate your card and start using it immediately
    • Set up and change your card PIN for faster transactions and ATM withdrawals
    • Lock and Unlock your card temporarily in case you’ve misplaced your card
    • Replace damaged card or;
    • Report it lost/stolen to prevent unwanted transaction on your account
    • View your credit card statements
    • Check balances, payment due, available funds and transactions
    • Access the new personal financial management tool where you can better track your spend and view your spend categories
    • At this time BPAY payment isn’t available via the app, you'll need to make payment by logging into Virgin Money Online.

    For the complete range of account options, credit card customers can continue to access Virgin Money Online.

  • Q. Can I update/change my personal details via the mobile app?

    A. Yes, it’s super easy to update your details in the app, if you’re changing your mobile number to or from an international number you’ll need to talk to our team.

    Important to know, these updates only apply to the Virgin Money products you can manage in the app. If you need to update your details for other Virgin Money products, call us on 13 81 51.

  • Q. Can I use Biometric (Touch ID or Face ID) features?

    A. Yes indeed. We support both Touch and Face ID. You’ll be prompted to enable Touch ID or Face ID when you set up your account and you can still use an access code if you prefer.

  • Virgin Money Online

  • Q. What is Virgin Money Online?

    A. Virgin Money Online is the internet banking portal that lets you access a wide range of services for your Virgin Money credit card account.

    To get started, Virgin Money credit card customers will need to register for a User ID and Password, go to my.virginmoney.com.au and click ‘REGISTER’.

  • 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.

    Enter your credit card number, accept the terms of use, click continue and follow the steps. You'll be up and running in minutes.

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

    A. OTP is a second level authentication to confirm that the request is authorised by you.

    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
    • Payments and Transfers
    • Manage payees
    • My offers
    • Rewards
    • View update/details
    • Change User ID
    • Change password

    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. Can I upload my documents online?

    A. Yes, you can submit form requests quickly and securely using Virgin Money Online Document Upload.

    How does this work?

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

    A. Yes

    You're Protected

    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 on 13 37 39.

    Added protection

    We 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 top of the page. When performing certain functions you will also be asked to enter your One-Time PIN (OTP) for added security.

    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:

  • Q. What are the minimum Browser and Operating Systems supported?

    A.

    NOTE: We do not recommend that you download beta versions since they are experimental and may undergo significant changes before they’re released. For more information click here.

    Desktop
    Web Browser

    Windows 10

    Windows 8.1 Windows 7 Mac OS 10.6 or above
    Internet Explorer 11        
    Microsoft Edge 15        
    Chrome - 59 or above        
    Firefox - 54 or above        
    Safari - 10.0 or above        
    Mobile
    Operating System iPhone 6/iOS 8.0 or above Galaxy S6/Android 5.0 or above
    Safari - 10.0 or above    
    Default browser    

Flights Benefits

  • Q. How do I request my Virgin Australia Gift Voucher?

    A. You can find out all about the gift voucher including how to request it in the flight benefit section of this website.

  • Q. What is the Virgin Australia Travel Bank?

    A. Travel Bank is an account that allows you to hold your travel credits with Virgin Australia in one place.

  • Q. What are the benefits of Travel Bank?

    A. Virgin Australia Travel Bank allows you to:

    • Book eligible flights and holiday packages using your credits. Some exclusions apply, see the Travel Bank Terms and Conditions.
    • Pool your travel credits: every time you receive a travel credit you can combine your travel credits into one Travel Bank up to a total of AU$4,999 (excluding corporate benefit and reward travel credits).
    • Manage your travel credits: an online login enables you to access your full account history and keep track of your travel credits.
  • Q. How to use Travel Bank credits?

    A. Your travel credits are valid for eligible bookings for 12 months from the date of issue, unless a shorter expiry is notified to you. There may be multiple travel credits in a Travel Bank with different expiry dates. Travel does not need to be completed by the applicable travel credit expiry date.

    You can check your Travel Bank balance and travel credit expiry dates at any time online or by logging into the Virgin Australia Business Portal if you are a Virgin Australia corporate customer.

    To book a flight using your travel credits, simply visit Virgin Australia or the Virgin Australia Business Portal if you are a corporate customer, and choose Travel Bank as your form of payment. To book a Virgin Australia Holidays’ package with travel credits, you will need to contact Virgin Australia Holidays on 13 15 16.

    Travel credits cannot be exchanged for cash and are non-transferrable to another person. However, you may use your travel credits to purchase an eligible flight or holiday package for another person.

    Travel credits are subject to the Travel Bank Terms and Conditions.

    Note: Travel Bank cannot be used as a form of payment towards Velocity Frequent Flyer Reward and Any Seat bookings.

  • Q. Why has Virgin Australia changed the flight voucher benefit offer?

    A. The value of the voucher benefit has not changed and remains at $129.00.

    Due to a change in Gift Voucher suppliers, the format of issued Flight Vouchers for requests from 21 May 2020 onwards will be in provided as a credit in a customer’s Travel Bank account that corresponds with their VFF ID.

  • Q. Who do I contact if I didn’t receive the email with the link to access my Travel Bank account?

    A. The creation of your account and crediting of your account will be confirmed by a Travel Bank Welcome Email, outlining your account number and login details.

    If you have not received this email, please contact Virgin Australia’s Guest Contact Centre on 13 67 89 if you are in Australia or visit www.virginaustralia.com/au/en/help/contact-us/ if calling from overseas.

  • Q. If I have more than $4,999 in Travel Bank credit – what happens to the $129 credit?

    A. The Travel Bank balance limit of $4,999 only applies to travel credits provided because of a booking cancellation or as compensation for a service failure.

    VA Gift Voucher credit of $129 is considered a Reward Travel Credit and is not impacted by the above $4,999 Travel Bank balance limit.

  • Q. Are there any exclusions or restrictions to what you can use the Travel Bank credit for?

    A. The following are not eligible for payment using Travel Bank credits on or after 21 May 2020 (and will not be considered Eligible Travel):

    • Unaccompanied Minor fees;
    • Animal in hold fees;
    • Business Class upgrade fees;
    • In-flight services;
    • Gift cards and gift vouchers, including Virgin Australia physical and electronic gift cards and Virgin Australia Holidays’ Mystery Break Gift Vouchers and AFL Travel Gift Vouchers;
    • Velocity Frequent Flyer Reward Seat or Any Seat bookings;
    • Eligible Travel bookings made by a travel agent;
    • Guest Contact Centre or service fees charged at the airport; and
    • Other ancillary products or services determined by Virgin Australia from time to time.

    Please see the Travel Bank Terms and Conditions for more information.

  • Q. Can you use the Travel bank credit towards your Lounge membership fees?

    A. No. Travel Bank credit cannot be used towards Lounge Membership fees.

    Please note: The voucher value provided in the prior PDF format issued to customers before 20 May 2020, were also not able to be used on annual lounge pass fees.

    Travel Bank credits can however be used towards the cost of single entry Lounge Passes for select locations in Australia subject to availability and can be pre-purchased online via Manage your Booking, the Virgin Australia App or by calling the Virgin Australia Lounge team. More information is available via the Virgin Australia website.

  • Q. Do I have to use all $129 of my credit on one flight?

    A. No. If there are any travel credits remaining in your Travel Bank after you make a booking, those travel credits can be used towards future Eligible Travel bookings until your Travel Bank balance reaches zero or the travel credits expire (whichever is earlier).

  • Q. What happens if you don’t use the full $129 credit?

    A. If there are any travel credits remaining in your Travel Bank after you make a booking, those travel credits can be used towards future Eligible Travel bookings until your Travel Bank balance reaches zero or the travel credits expire (whichever is earlier).

  • Q. When will my credit expire?

    A. Travel credits are valid for 12 months from the date of issue and will expire on the date that is 12 months from the original date of issue to your Travel Bank (Expiry Date). There may be multiple travel credits in a Travel Bank with different Expiry Dates.

    Travel credits provided in connection with a promotion may have a shorter expiry, in which case the Expiry Date for those travel credits will be the date notified to you by Virgin Australia.

    You must make an eligible travel booking using your travel credits on or before the Expiry Date. The booking can be for travel dates after the Expiry Date. 

  • Q. Can I use my Travel Bank credits to book travel beyond my credit expiry date?

    A. Yes. You must make an eligible travel booking using your travel credits on or before the Expiry Date. The booking can be for travel dates after the Expiry Date.

  • Q. How do I check my Travel Bank balance and credit expiry?

    A. You can check your Travel Bank balance and travel credit Expiry Dates at any time online at the Virgin Australia Travel Bank website or if you are a Virgin Australia corporate customer by logging into the Virgin Australia Business Portal. You will not be sent statements of transactions on your Travel Bank.

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 Money Credit Card. The Points earned will be automatically transferred into your Velocity Frequent Flyer Account within 15 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 Money 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

  • 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. 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. How can I find out more about my existing CreditShield Edge policy?

    A. For more details on an existing policy or for a copy of the PDS, please contact our Customer Care team on 13 37 39.

  • Transit Accident Insurance - Flyer and High Flyer Cards

    • Q. What is Transit Accident Insurance?

      A. Transit Accident Insurance6 is a benefit available to all Virgin Flyer Credit Cardholders and Virgin High Flyer Credit Cardholders and is only available when the total 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 National Australia Bank 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.

      Terms, conditions, limits and exclusions apply. 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 Inconvenience6 is a benefit available to all Virgin High Flyer Credit Cardholders and is available on interstate travel where the return travel tickets are entirely purchased on the cardholder's Virgin High Flyer Credit Card.

    Simply pay for the return interstate flights with your Virgin High Flyer Credit Card and you'll receive Flight Inconvenience Insurance for you, your spouse and any dependent children (provided they are travelling with you and the entire cost of their return interstate flight tickets were also charged to you your Virgin High Flyer credit card account) covering flight delays, missed connections, Loss of or damage to business items/personal items (limits apply to individual 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 National Australia Bank 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.

    Terms, conditions, limits and exclusions apply. 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 Insurance6 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 prior to leaving Australia. 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 who are travelling with you for the entire journey and whose overseas travel tickets were also obtained by use of the Virgin High Flyer Credit Card. Cover includes medical expenses for illness or injury, loss or theft of personal items (limits apply to individual items), legal liability and more for up to a period of six consecutive months for cardholders with a return overseas travel ticket (31 days for persons with a one-way overseas travel ticket.

    International Travel Insurance is provided automatically to Virgin Australia Velocity High Flyer Credit Cardholders under a Group Policy issued to National Australia Bank 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.

    Terms, conditions, limits and exclusions apply. 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 scheme6 is a benefit available to Virgin High Flyer cardholders and Virgin Flyer cardholders when covered products 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 covered products for a lower price from a store within 25 kilometres of the store from where the covered products was purchased, and the price difference is greater than AU$75 and up to AU$500.

    Terms, conditions, limits and exclusions 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 Insurance6 provides you with three months insurance against loss, theft, or accidental damage over a wide range of new covered products 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 National Australia Bank 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.

    Terms, conditions, limits and exclusions apply. 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 Insurance6 you receive up to 12 months extended warranty (in addition to the manufacturer's expressed Australian warranty) on covered products purchased with your Virgin High Flyer Credit Card provided the purchase is charged to your Virgin High Flyer credit card account.

    The insurance does not affect the rights of cardholders against a manufacturer in relation to contravention of statutory or implied warranties under Australia legislation. Only items with a manufacturer's unique identification serial number on them are covered under this insurance.

    Extended Warranty Insurance is provided automatically to Virgin Australia Velocity High Flyer Credit Cardholders under a Group Policy issued to National Australia Bank 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.

    Terms, conditions, limits and exclusions apply. 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

Your changes

  • Q. What changed with my credit card account?

    The issuer and credit provider of your Virgin Money credit card changed from Citi to NAB.

    This won’t change the way you use and manage your account or card, or the way you make repayments. The features, benefits, fees and charges relevant to your account will not change as a result of this

  • Q. When did this change take place?

    This happened on 1 June 2022.  

  • Q. Did my terms and conditions change?

    No, your terms and conditions have not changed.

    Where you previously saw Citi as the issuer and credit provider, this will be NAB.

  • Q. Did the privacy policy change?

    Yes, Citi’s privacy policy changed and NAB’s privacy policy now also applies to your account. The Virgin Money privacy policy will also continue to apply.

    You can review the Citi Privacy Policy here.

    You can review the NAB Privacy Policy here.

    You now have the protection of Virgin Money’s privacy policy, NAB’s Privacy Policy and Citi’s Privacy Policy ensuring your information (including your personal, sensitive and credit-related information) is handled safely. The policies also set out how to request access to or seek correction of your information or make a privacy-related enquiry or complaint.

    Citi, NAB and Virgin Money may collect, use, exchange and disclose your personal information in accordance with the Privacy Collection Statement that will apply from the transfer date and their respective Privacy Policies

  • Q. What do I have to do?

    You don’t need to do anything, as these changes applied from 1 June 2022.

  • Q. Are there any fees associated with the change?

    No, there is no cost to you associated with the transition. 

  • Q. Will there be any more changes?

    No, there will be no immediate changes other than the change of issuer and credit provider arising out of the transition to NAB.

    NAB will review the products and services it provides regularly (including the Virgin Money credit cards) and may make further changes as part of this. If there are any changes in the future you will be notified about them as required.

  • Q. How did you tell me about the changes?

    From early May onwards, customers were advised of the changes via either email or letter.

Your card features and benefits

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Virgin Money Credit Cards - Insurance and Protection

Insurance and Protection

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Virgin Money Credit Cards - Using your Virgin Money Credit Card

Using your Virgin Money credit card

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Virgin Money Credit Cards - Visa benefits

Visa benefits

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