Online security

Your online security is important to us

Optus data breach

Keeping your data and finances safe from scams and fraud is our priority. As a Virgin Money customer, you can be assured that our team is doing everything we can to keep you protected from fraud and scams.

Our Virgin Money teams in our Customer Contact Centre are here to help and will work with customers to quickly take action.

Click here for a list of frequently asked questions.

About our online security

About our online security

Here's a few things we're doing to protect your personal information and financial transactions.

SSL encryption

All online transactions are encrypted using 128 bit SSL encryption. This protects all your personal and sensitive information from being accessed by an unauthorised person.


The computer network is protected by multiple firewalls of different types and all systems are regularly maintained, audited and scrutinised to actively prevent any unauthorised access from the Internet.  Host and network based intrusion detection systems are employed.

Time out

All online transactions are encrypted using 128 bit SSL encryption. This protects all your personal and sensitive information from being accessed by an unauthorised person.

Two factor authentication

As an enhanced security measure, we offer two factor authentication to our customers.

Home Loans customers - who have selected a daily Pay Anyone limit of $5,000 or greater. The Virgin Money Security Token generates an authentication code that continually changes to ensure maximum protection for your online transactions. This can be either via a physical token or a soft token on your smartphone.

Credit Card customers - who want to view detailed account information, make changes to their personal details or perform a transaction through Virgin Money Online are required to enter a One-Time Password (OTP). The OTP is a randomly generated 6 digit PIN which you will be required to enter as a second level of authentication to confirm that the request is authorised by you. The OTP will be delivered to you via SMS to your registered mobile number on our system.

Keeping yourself safe online

Keeping yourself safe online

You play an important part in protecting yourself online - here's a few things you can do to protect your personal information and financial transactions.

Beware of phishing emails & scams

Be careful when opening emails or installing software from unknown senders or locations. If you don't know the sender of the email or the origin of the software / email don't click any links or install any software.

Virgin Money will never send emails to you asking for or to verify your PIN and/or account login and/or account number.

It is important you disregard and report emails which:

  • Request any customer information - including your ATM PIN or account details. Therefore, you should not reply to emails that request such information nor click on any links that are in these emails
  • Ask you to contact a phone number to verify your card or account details. Always call us on 13 81 51.

For more information about online security, visit the following websites:

Beware of Malware

If you have malware on your computer you may notice unusual icons, extra toolbars or unexpected behaviour whilst using your computer. If you notice any of these things, or anything else unusual, we recommend checking for virus and spyware. Contact your computer or device vendor if you are unsure.

Protect your password

Your password is used to authenticate you when you access any online sessions. You need to ensure you choose a secure password and protect it appropriately.

Update Your OS and browser

To ensure you receive the latest security patches and updates, turn on automatic updates for your Operating System (OS) and Browser. If you wish to install the updates manually, please visit the website of your chosen OS or Browser.

Be cautious using shared computers

If you are accessing a shared computer (e.g. Internet Cafe or Library) make sure nobody watches you enter your personal details, don't save the password on the computer, close all browsers and open a new browser window for your online session and ensure you Log Off and close the browser when you are finished.

Use Anti-Virus software

You can help protect your computer by installing anti-virus software and ensuring it is regularly updated. Your anti-virus software should be checking for threats like malware, worms and trojan horses. More on financial malware protection software can be found here.

Don't leave your computer or device unattended

If you are logged into an online session, don't leave your computer or device unattended and ensure you Log Off when you've finished. This will help prevent unauthorised access to your information.

Be sure you're dealing with us

Be sure you’re dealing with Virgin Money

Fraudsters may try to imitate Virgin Money to steal your personal information - follow these tips to be sure you are always dealing with us.

Check the site certificate

If you are unsure if the site you are accessing is Virgin Money, click the padlock displayed in your address bar and follow the options to view the certificate. The certificate which is displayed should be issued to Virgin Money with a current valid date range.

Always type

Always access our website by typing into your browser rather than clicking a link. Virgin Money will never contact you asking for or to verify your PIN and/or account login and/or account number.

Check the colour of your padlock

If you are logging on to the legitimate Virgin Money website, your padlock will turn green. This indicates that our website is a genuine and secure site. If the padlock is red, it may indicate the site you're accessing is a known fraudulent site.

Technical requirements

Internet Browser and Operating System (OS)

To ensure you have the best experience using the Virgin Money website, please ensure your computer / browser meets the following minimum requirements.

Recommended operating systems

  • Windows® 10
  • Windows® 8.1
  • Windows® 7
  • Mac® OS X 10.10+


Required browser settings

  • JavaScript must be enabled
  • Secure Socket Layer (SSL) must be enabled (preferably 2 and 3)
  • Cookies must be enabled

Recommended browsers


  • IE™ 11
  • Latest Microsoft Edge
  • Latest Mozilla Firefox® 
  • Latest Safari™ 
  • Latest Chrome™ 


  • Latest Safari™ 
  • Latest Chrome™
  • Latest Mozilla Firefox®

Credit Card mobile app

To ensure you have the best experience using our Virgin Money Australia mobile app, please ensure your mobile device meets the following minimum requirements.

Currently only for Credit Card customers.

Recommended Apple Devices

  • iPhone iOS 9.0+

Recommended Android Devices

  • Android 5.0+

Frequently Asked Questions: Optus Data Breach

  • What are you doing to protect my account?

    We understand the concerns you have during this time. Please be assured our teams will do what we can to keep you protected and monitor for suspicious activity.

  • What suspicious activity should I be looking out for?

    As cyber threats are increasing, there are steps that each of us can take to protect ourselves and our finances.

    Stay alert and look out for: 

    • Unprompted contact via phone, email, SMS, or social media from unknown or unrecognised persons.
    • A sense of urgency for payment or action to update or provide your details or personal information.
    • Unusual communications style, using poor grammar or spelling, or calling on a delayed or distorted phone line.
    • Suspicious transactions on your account. 

    Being scam safe: 

    While we will be there with you every step of the way, there are steps that you can take to protect yourself: 

    • Do not click on any hyperlinks sent in email, SMS, or on social media and never enter your username or password details on a link that you’ve been sent.
    • Do not provide any of your passwords to third parties.
    • Set a low transfer limit on your bank accounts.
    • Go direct to the source, or check with family or other trusted persons to see if the interaction you’ve had is legitimate.
    • Where it is available, use PayID to confirm the recipients name.
    • Set up transaction alerts so you can track if there is activity on your accounts.
  • I am an Optus customer and my details were compromised as a result of the breach, what do I need to do?

    We understand that Optus has engaged the cybersecurity company IDCare to support Optus customers whose data has been exposed. 

    We can assist you during this time by applying extra security measures to your accounts so you can feel confident they are secure.

    Please be assured our teams will do what we can to keep you protected and monitor for suspicious activity.

    If you are an Optus customer we encourage you to visit their website for latest updates and advice on replacing identification documents. 

  • If I have questions or notice suspicious activity, how do I contact someone?

    Our local Customer Contact Centre team are trained to identify threats and will work with customers to quickly take action to protect your information and funds.

    To report a scam or fraud, call us straight away on 1800 701 997 or contact our team through the Secure Chat feature in the Virgin Money app.

    Keep up to date with the latest online security information, you can refer to the following reputable sources: