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Find answers to lots of commonly asked questions or contact us to get help or submit an enquiry.

Upcoming Changes

Please note, applications for a new credit card are temporarily unavailable from 26 October 2025.

On 24 November 2025, Virgin Money Credit Cards will be undergoing a system change and we’re updating our Terms and Conditions effective on this date. Learn more about the changes at virginmoney.com.au/credit-card-changes.
In addition, we’re updating our Virgin Money Rewards Terms and Conditions effective 24 November 2025 which apply to credit card products. Learn more about the changes at virginmoney.com.au/products/virgin-money/rewards-variation-notice
Access to Virgin Money Online Internet Banking will no longer be available from 7:30PM AEDT Friday 21 November 2025, due to a system change. The new Virgin Money Internet Banking will be available to register from 8:00AM AEDT Monday 24 November 2025. Learn more

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Rewards and Benefits

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Virgin Money Rewards

Learn about Virgin Money Rewards and how to earn points on a Virgin Money Credit Card.

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Velocity Rewards

Learn about Velocity Frequent Flyer and how you can earn Points on your Virgin Australia Velocity Flyer or High Flyer credit card.

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Request your voucher

If you’re eligible for a $129 Virgin Australia Gift Voucher, provided as a Virgin Australia Travel Bank Credit.

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Visa benefits

From Visa Entertainment to Personal Concierge & Visa payWave.

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Flight benefits

Enjoy exclusive flight benefits, on us, each year when you're a Virgin Australia Velocity Flyer or High Flyer cardholder.

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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.

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Answers to common questions

Everything you need to know about your credit card

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Set up and activate your card

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Using your online account

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Making account changes

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Making payments

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Transacting overseas

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Transaction disputes

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Using your mobile app

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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?

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Upload documents online

Upload forms and requests, quickly and securely through Virgin Money Online Document Upload.

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Balance transfer calculator

How much could you save in interest?

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System Status

Check for upcoming maintenance & the latest system status information.

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Privacy and security

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Ascenda privacy policy

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Protect yourself

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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...

Important information

Virgin Money Rewards forms and important information

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Help and support

FAQs

Deceased estates

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Manage your credit card application

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Transaction disputes

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Digital wallet

Instalments

Availability of payment services

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Contact us

Need help? Our team is here for you. Find answers, manage your application, or update your details with ease.

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Call Us

If you need help along the way give our Customer Care team a call. They're available 24/7.

13 37 39

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.

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Financial difficulty assistance

If you are worried you won't be able to manage your upcoming repayments – we are here to help.

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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.