INTERNET BANKING HELP

Forgot or needing to change your password to Virgin Money Internet Banking? You can reset or change it any time you want using Virgin Money Internet Banking.

Remember, the password is only used for Virgin Money Internet Banking. Click here If you need to unlock and reset the PIN to your Virgin Money mobile app.

To reset your password, follow these steps: 

• Log into Virgin MoneyInternet Banking 
• Select ‘Forgot password? Reset’ on ‘Enter your password’.
• Answer your pre-set security questions.
• Follow the prompts to reset your password.
• Once password reset is confirmed, log back in using your new password.

If you need assistance with resetting your password, please call the Digital Contact Centre on xxxxxxx and request a password reset.

Changing your password:

• Log into Virgin Money Internet Banking
• Tap on your name in the right-hand corner menu. 
• Select 'Change Password' 
• Enter and confirm your new password. 
• Enter the one time PIN we send you. 
• Answer your security questions. 
• Select ‘Confirm’ to save your password.

If you are logged out:

• Tap ‘Login’.
• Tap ‘Reset code’ in the top right hand corner.
• You’ll be sent a verification code to continue.
• Complete the secret questions.
• Follow the prompts to reset your code, you will need to enter it twice.

If you are logged in and want to change it:

• Log in to the app.
• Tap the  icon in the bottom menu. 
• Tap ‘Security’ in the menu. 
• Tap ‘Change access code’
• Follow the prompts to reset your code, you will need to enter it twice.

Customer account numbers (CAN) are not used with Virgin Money when accessing your accounts. Instead, the mobile phone number you signed up with becomes your customer account number for all your Virgin Money accounts. 

If you’re trying to access your Virgin Money app, your Customer ID is the mobile number you used to set your accounts up.

You can update your daily card payment limits and ATM withdrawal limits on the spot, either in the Virgin Money app or in Virgin Money Internet Banking.

• Log in to Virgin Money Internet Banking.
• Select ‘Cards’ from the side navigation menu. 
• Select the card you wish to manage on the “Cards” screen.
• Select ‘Manage card limits’.
• Follow the prompts for your daily limits to be updated.

Note: Alternatively, you can access this function from your account screen by selecting “Manage Card”, where you can continue on to step 4.

You can update your daily card payment limits and ATM withdrawal limits on the spot, either in the Virgin Money app or in Virgin Money Internet Banking.

• Log in to the app.
• Tap the profile icon in the bottom menu. 
• Tap on 'Manage cards'.
• Select a card to update the limit.
• Tap 'Manage card limits'.
• Set your daily limit.

To make a payment to anyone:

Make sure you’ve got your mobile phone handy before you start – you might be sent an SMS as part of the payment confirmation process.

1. Log in to Virgin Money internet banking.
2. Select ‘Pay & Transfer’ 
3. Click on the ‘Pay someone’ icon.
4. Select a saved payee in the ‘To’ field or ‘Add new payee'.
5. Enter the payment amount and choose when you’d like to make the payment.
6. Select ‘Next’.
7. If required, verify your identity using the One Time Pin sent to you via SMS. Or answer your pre-set Security questions
8. Confirm the payment, and then select ‘Confirm and pay’ button to make the payment submission.

Pay Anyone and BPAY transfers can take 1 - 2 business days.

PayID and OSKO payments should be processed almost instantly, however these processing times can vary depending on payment rules and processing times of the other financial institution.

For outgoing payment you have up to $5,000 daily limit and you can increase this amount to $20,000. 

Making a payment using PayID:

1. Log in to the app.
2. In the bottom menu tap the 'arrow' icon.
3. Click ‘Pay someone’.
4. Select ‘Pay someone new’. 
5. Select ‘PayID’. 
6. Select the type of PayID you’re using (mobile phone number, email, ABN or organisation name). 
7. Enter the PayID for the person you’re paying.
8. Confirm the details on the PayID match the person or business you’re paying. 
9. Enter the payment details and follow the prompts to finalise the payment.

Making a payment using Account and BSB:

1. Log in to the app.
2. In the bottom menu tap 'arrow' icon 
3. Click ‘Pay someone’ 
4. Select ‘Bank account’
5. Enter the full name, BSB and account number for the person or business you are paying.
6. Enter the payment details and follow the prompts to finalise the payment.

Find out about confirmation of payee

Pay Anyone and BPAY transfers can take 1 - 2 business days.

PayID and OSKO payments should be processed almost instantly, however these processing times can vary depending on payment rules and processing times of the other financial institution.

For outgoing payment you have up to $5,000 daily limit and you can increase this amount to $20,000. 

In Virgin Money Internet Banking, you can set your payment limit to more than $20,000. However, this will only be active for 24 hours before it reverts back to the default limit of $5,000.

You can update your daily transfer limit from 'Customer Profile' or 'Payments' menu in the top right hand corner of Virgin Money Internet Banking.

From 'Customer profile' section:

1. Log in to Virgin Money Internet Banking
2. Select the drop down with your name and add icon in the right hand top corner.
3. Select on ‘Manage payment limits’.
4. On the ‘Payment Limits’ screen select a daily limit for your ‘Pay Someone’ or ‘BPAY’ limit.
5. Select ‘Update’ for the corresponding limit.

From 'Payments' section:

1. Log in to Virgin Money Internet Banking
2. Select ‘Pay & Transfer’.
3. Select ‘Manage payment limits’.
4. On the ‘Payment Limits’ screen select a daily limit for your ‘Pay Someone’ or ‘BPAY’ limit 
5. Select ‘Update’ for the corresponding limit.

If you manage your accounts on the Virgin Money app, you can set your payment limit to more than $20,000 in the app. However, this will only be active for 24 hours before it reverts back to the default limit of $5,000. 

Updating your daily transfer limit:

1. Log in to the Virgin Money app.
2. Tap the 'profile' icon.
3. Tap on ‘Manage payment limits’.
4. Tap on ‘Pay someone limit’.

1. Log in to Virgin Money Internet Banking.
2. Select the link to ‘Pay & Transfer’.
3. Select the ‘Pay someone’ icon. 
4. Click on the ‘Add new payee’ icon. 
5. Select ‘PayID’  
6. Select the PayID Type you would like to create from the dropdown options (Mobile or Email).
   • Mobile: enter the mobile number associated with the PayID you would like to create 
     (valid for all Australian mobile phone numbers only, must start with 04 and be 10 characters long)
   • Email: enter the email address associated with the PayID you would like to create (maximum 50 characters)
7. Select ‘Confirm and select payee’ button to make the payment submission.

1. Log in to the Virgin Money app.
2. Tap the 'arrow' icon.
3. Click ‘Pay someone’.
4. Select ‘Pay someone new’. 
5. Select ‘PayID’. 
6. Select the type of PayID you’re using (mobile phone number, email, ABN or organisation name). 
7. Enter the PayID for the person you’re paying.
8. Confirm the details on the PayID match the person or business you’re paying. 
9. Enter the payment details and follow the prompts to finalise the payment.

To make an online transfer between accounts:

1. Log in to Virgin Money Internet Banking.
2. Select ‘Pay & Transfer’. 
3. Tap on the ‘Transfer’ icon. 
4. Click on the ‘From’ account you would like to move the money from.
5. Select the ‘To’ account you want to put the money into.
6. Enter the transfer amount and choose when you’d like to make the transfer. 
7. Select ‘Next’.
8. Confirm the transfer, and then select ‘Confirm and transfer’ button to make the payment.

1. Log in to to the app.
2. Tap the 'arrow' icon.
3. Select ‘Transfer between accounts’.
4. Click on the ‘From’ account you would like to move the money from.
5. Select the ‘To’ account you want to put the money into.
6. Enter the transfer amount and choose when you’d like to make the transfer.
7. Select ‘Next’.
8. Confirm the transfer, and then select ‘Confirm and transfer’ button to make the payment.

To pay a bill via BPAY:

Make sure you’ve got your mobile phone handy before you start – you might be sent an SMS as part of the payment confirmation process.

1. Log in to Virgin Money Internet Banking.
2. Select the link to ‘Pay & Transfer’.
3. Click on the ‘Pay a bill’ icon. 
4. Select a biller in the ‘To’ field or ‘Add new biller’. 
5. Enter the bill amount and choose when you’d like to pay the bill.
6. Select ‘Next’. 
7. If required, verify your identity using the One Time Pin sent to you via SMS or using your pre-set security questions.
8. Confirm the bill payment, and then select ‘Confirm and pay’ button to make the payment.

1. Log in to the Virgin Money app.
2. Tap the 'Arrow' icon.
3. Select ‘Pay a bill’.
4. Click on ‘New biller’. 
5. Enter the biller details.
6. Enter the bill amount and choose when you’d like to pay the bill.
7. Select ‘Confirm and pay’ to process the payment. 

Add a new biller:

1. Log in to Virgin Money Internet Banking.
2. Select ‘Pay & Transfer’.
3. Click on the ‘Pay a bill’ icon.
4. Select the ‘Add new biller’ icon.
5. Enter the biller code and reference number.
6. Click ‘Confirm and select biller’ to populate the payment 'To' field.
7. Check the ‘Save this biller to address book’ option (If you'd like to save the biller for future use.).

Delete a payee:

Deleting a payee is not currently available on Virgin Money Internet Banking. To delete any saved billers, please log into your Virgin Money app. 

Add a BPAY biller: 

1. Log in to the Virgin Money app.
2. Tap the 'Arrow' icon.
3. Select ‘Pay a bill’.
4. Click on ‘New biller’. 
5. Enter biller details.

Delete a BPAY Biller:

1. Log in to the Virgin Money app.
2. Tap the 'Arrow' icon.
3. Select ‘Pay a bill’.
4. Click on ‘Edit’.
5. Select the BPAY biller you’d like to remove. 
6. Select ‘Remove biller’ from the pop up.
7. Click ‘Done’ to confirm. 

1. Log in to Virgin Money Internet Banking.
2. The BSB and account numbers are available under each account. 

To copy and share your BSB and account number.

1. Click the account you wish to share.
2. Tap ‘Account’ from the list.
3. Select ‘Copy BSB’.
4. 'Copy account number’ or ‘Copy both’.

For anyone transferring funds into your Virgin Money Go Account, Boost Saver or Grow Saver accounts you’ll need to provide our Virgin Money BSB 122-778 and Account number.

You can locate the BSB and your Account number in the app on the Accounts screen anytime.

1. Log in to the Virgin Money app.
2. Tap the 'Account' icon in the bottom menu.
3. Select the account
4. Click on Account

Important to know, that Bank of Queensland (BOQ) may show up as the receiving bank. The reason for that is because we're a subsidiary of BOQ.

To copy and share your BSB and account number.

1. Click the account you wish to share.
2. Tap ‘Account’ from the list.
3. Select ‘Copy BSB’.
4. 'Copy account number’ or ‘Copy both’.

It’s super easy to update your details in the app, when entering your mobile number, always use the country code, so for Australia enter +614XXXXXXXX.

1. Log in to the Virgin Money app.
2. Tap the ‘Profile’ icon in the bottom menu.
3. Select ‘My details’ from the menu.
4. Select the detail you’d like to update.
5. Enter the one time PIN. 
6. Select ‘Done’ to save your details.

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.

1. Log in to Virgin Money Internet Banking.
2. Select the ‘Rename account’ icon.
3. Enter your new account name.
4. Tap the tick icon to confirm the change.
5. A saved icon will appear to confirm the new name is saved.

1. Log in to the Virgin Money app.
2. Tap the 'Profile' icon in the bottom menu.
3. Tap 'Manage cards'.
4. Select the card you want to replace.
5. Tap 'Replace damaged card' and follow the prompts.

Interest summary statements showing all interest earned for the previous financial year will be available from the 15th July and available from the Statement and Documents screen in the app.

You can also calculate interest received:

1. Log in to the Virgin Money app
2. Tap the 'Accounts' icon in the bottom menu
3. Select your savings account
4. Select the ‘Activity’ icon
5. Enter the dates of the relevant financial year
6. Tap ‘Transaction type’ 
7. Select ‘Interest’ from the list
8. Click on ‘Apply’
9. Calculate the interest you’ve been paid

Please note: If you’re completing your tax return in July 2023, you’ll need to search from 1 July 2022 to 30 June 2023