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Find answers to lots of commonly asked questions or contact us to get help or submit an enquiry.
Credit card FAQs
Forms and important information
Rates and fees
Credit Card Support
Rewards and Benefits
Virgin Money Rewards
Learn about Virgin Money Rewards and how to earn points on a Virgin Money Credit Card.
Velocity Rewards
Learn about Velocity Frequent Flyer and how you can earn Points on your Virgin Australia Velocity Flyer or High Flyer credit card.
Request your voucher
If you’re eligible for a $129 Virgin Australia Gift Voucher, provided as a Virgin Australia Travel Bank Credit.
Flight benefits
Enjoy exclusive flight benefits, on us, each year when you're a Virgin Australia Velocity Flyer or High Flyer cardholder.
Insurance and Protection6
Keeping you and your card safe is important. That’s why we’re on the case to help keep your Virgin Money credit card safe around the clock.
Answers to common questions
Everything you need to know about your credit card
Set up and activate your card
Using your online account
Making account changes
Making payments
Transacting overseas
Transaction disputes
Using your mobile app
Tools and Calculators
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Velocity points calculator
How many Velocity Points could you earn on your everyday spend with one of our Virgin Australia Velocity Cards?
Upload documents online
Upload forms and requests, quickly and securely through Virgin Money Online Document Upload.
System Status
Check for upcoming maintenance & the latest system status information.
Privacy and security
Ascenda privacy policy
Protect yourself
Learn more about credit cards with our blog
Discover answers, tips, and guides on how to make the most of your new Virgin Money credit card.
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How to identify unknown transactions
If you' thinking 'What is this charge on my credit card?’, don't fear, Virgin Money is here with how to identify unknown transactions in 4 steps.
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Why was my credit card declined?
We’ve all been there – that awkward moment when the person at the register says your card has been declined, and you aimlessly flip through ...
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What is a credit card payment hierarchy?
How well do you know the credit card in your wallet? Most cards come with many terms, conditions and definitions that it takes time to truly...
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Important information
Contact us
Contact us
Need help? Our team is here for you. Find answers, manage your application, or update your details with ease.
Call Us
If you need help along the way give our Customer Care team a call. They're available 24/7.
Complaints
We want every experience with us to be a great one. If something’s not right, lodge a complaint online and we’ll work to fix it ASAP.
Financial difficulty assistance
If you are worried you won't be able to manage your upcoming repayments – we are here to help.
Manage your card anytime, anywhere
Track spending, redeem rewards, and manage payments easily through the Virgin Money app. From tracking spending to transferring funds, enjoy seamless banking with powerful features designed for your financial needs. That’s more like it.{sub-heading}
Set up & stay on top of your spending
Download the app from the App Store or Google Play, link your credit card by selecting 'Existing Customer,' enter your mobile number linked to your Virgin Money credit card and follow the prompts.
Stay in control with smart card management
Lock and unlock your card instantly, set or change your PIN, and manage spending within the app.
Tap, pay & go with digital wallets
Link your Virgin Money credit card to Apple Pay,36 Samsung Pay,37 or Google Pay40 for fast, secure, and contactless payments.
Important Information
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