SUPPORT & FAQS
HOME LOANS
Here you'll find all your Home Loan questions answered!
We make it clear and simple so you don’t feel like you’re missing out on a better deal.
If you are concerned about your financial position and feel that you are struggling or may struggle to meet your financial commitments, we may be able to assist you.
Find support on other Virgin Money products, contact details & important information.
There’s such a lot of jargon kicking around when we talk about your home loan. Find information on fixing, splitting, principle and interest vs interest only, top ups and more.
Call our Customer Care Team on 13 81 51. Monday to Friday 8am - 6pm and Saturday 8am - 5pm (AEST/AEDT) Excluding Public Holidays.
Find contact information including phone numbers & email addresses for general enquires, application support and claims.
Thinking of applying for a home loan? Let us know when it suits you to talk and one of our lending specialist will be in touch.
If you’re thinking of refinancing your home loan or selling your property, mortgage discharge might be on your radar. It might seem daunting, but don’t worry, we make it easy. Here’s some things to consider first before making your decision.
Your one-stop destination for all home loan and lifestyle content.
Reward Me Home Loan
Please note the Reward Me home loan is no longer offered for new applications.
Existing customers can still manage a Reward Me Home Loan and Companion Account through the hub.
Access your account online via the Hub.
- Online: hub.virginmoney.com.au
Access your account
How do I access my account?
The type of home loan you have with us will determine how you access your account.
| Reward Me Home Loan and Companion Account |
Lite and Loaded home loan and Go Account |
Access your account online via the Hub.
For further help visit the Hub |
You can access your account If you do not have the Virgin Money App, |
Offset account
How do I link an offset account?
Virgin Money offers 100% offset accounts, meaning that every dollar in the account goes toward offsetting the interest from your home loan.
However, not all our home loan products offer offset accounts. To access this feature, you’ll need to hold either a variable Loaded Home Loan or a variable Reward Me Home Loan.
Loaded Home Loan:
If you have a Loaded Home Loan, you can link a Go Account to offset your loan.
1. Log in to the Virgin Money app.
2. Tap the 'Wallet' icon in the bottom menu.
3. Select a home loan account you want to link.
4. Click on the ⋮ icon.
5. Tap 'Manage home loan account'.
6. Select 'Manage my offsets'.
7. Tap 'Link a transaction account'.
8. Click on the Go account you want to link.
9. Select ‘Done’ to save your details.
You can link up to 10 Go accounts per loan contract to any Loaded variable-rate home loan. These can be linked when you open your home loan or at anytime in the app.
Please note: An offset account cannot be linked to a Lite home loan.
Reward Me Home Loan:
To set up a new offset account to your Reward Me Home Loan you will need to give us a call on 13 81 51.
Locate your BSB
The type of account you have with us will determine how you can view your BSB.
Lite and Loaded Home Loans and Go Account:
You can locate the BSB and your Account number in the app on the Accounts screen.
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
5. Select ‘Copy BSB’, ‘Copy account number’ or ‘Copy both’.
Reward Me Home Loan and Companion Account :
The Reward Me Home Loan and Companion Account BSB is 122-771.
Important to know: Bank of Queensland (BOQ) may show up as the receiving bank.
Update your details
How do I update my contact details?
The type of account you have with us will determine how you update your contact details.
Lite and Loaded Home Loans
Update your contact info through the Virgin Money App.
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 from the menu
5. Enter the one time PIN
6. Select ‘Done’ to save your details
When entering your mobile number, always use the country code, so for Australia enter +614XXXXXXXX.
Reward Me Home Loan
Update your contact details through the Personal Details screen in the hub.
Lost mobile phone
What should I do if I loose my phone?
If anyone knows how to access your phone call our Customer Care Team on 13 81 51 or +61 2 9060 5460 if you’re overseas.
If you have a Digital Wallet (Apple Pay, Samsung Pay or Google Pay), please contact us immediately so we can suspend your Mobile Wallet to avoid any fraudulent transactions.
Lite and Loaded Home Loans
When you have a new phone, download our app and follow the existing customer option to get back up and running.
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. Click on "Mobile"
5. Enter your new phone number
6. Click on 'Confirm'
7. Enter the one time PIN
8. Select ‘Done’ to save your details
Mobile number update
How do I change my mobile number?
The type of account you have with us will determine how you change your mobile number.
Please call our Customer Care Team on 13 81 51
You’ll need to have access to your current and new mobile number as we’ll send an OTP to both numbers.
When entering your mobile number, always use the country code, so for Australia enter +614XXXXXXXX.
Lite and Loaded Home Loans
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. Click on "Mobile"
5. Enter your new phone number
6. Click on 'Confirm'
7. Enter the one time PIN
8. Select ‘Done’ to save your details
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.
If you need to update an International number (that’s to or from and international number), you’ll need to call our Customer Care Team on 13 81 51 or +61 2 9060 5460 if you’re already overseas.
Suspected fraud
What should I do if find suspicious activity?
Don’t delay! It’s important to contact us quickly on 13 81 51.
If you don’t notify us within a reasonable timeframe, you may be liable for losses which occur as a result of your delay.
Lite and Loaded Home Loans
With a linked Virgin Money Go Account you can temporarily lock your card
1. Log in to the Virgin Money app
2. Tap the 'Profile' icon in the bottom menu
3. Tap ‘Manage cards’ in the menu
4. Select the account you’d like to lock the card for
5. Tap ‘Lock card temporarily’
You can unlock it instantly by toggling the switch to ‘off’
If you’re overseas call our Customer Care Team immediately on +61 2 9060 5460.
Find out how to protect yourself from fraud and scams here.
Top up
How can I request a top up?
If your property has increased in value since you took out your loan, you may be able to borrow more on top of your current home loan.
There are couple of things you need to consider
- Minimum top-up: $20,000
- Maximum top-up: 90% of your property’s value
- Property valuation: We will cover the first $300 of the valuation cost for Loaded home loans. For Lite home loans, you will pay the full valuation cost.
- Approval: All top-up requests are subject to approval
To discuss your home loan and if we can offer you a top up please give us a call on 13 51 81.
Fix or Split
How can I fix or split my home loan?
Not sure whether to lock in your rate or keep things flexible? With a split loan, you get the best of both worlds—part fixed, part variable.
The fixed portion gives you certainty, so you’ll always know what your repayments will be (and you’re protected from rate rises).
The variable portion lets you take advantage of any interest rate drops and make extra repayments whenever you like.
There’s no fee to split a Loaded home loan, but a $300 switch applies to Lite Home Loans.
To discuss your home loan please give us a call on 13 51 81.
Home equity
How can I check my home's estimated equity?
Lite and Loaded Home Loans:
You can view an estimate of your current property equity in the Virgin Money app.
1. Log in to the Virgin Money app
2. Tap the ‘Account’ icon
3. Select home loan account
4. Tap "Equity & valuation report"
5. Select ‘Done’ to close
Reward Me Home Loan:
Call our Customer Care Team to discuss your home loan.
Call us on 13 81 51
Reset your banking PIN
How do I reset my banking PIN?
The type of account you have with us will determine how you reset your PIN access.
Lite and Loaded Home Loans:
In the Virgin Money App,
- If you're logged out
1. Tap ‘Login’
2. Tap ‘Reset code’ in the top right hand corner
3. You’ll be sent a verification code to continue
4. Complete the secret questions
5. Follow the prompts to reset your code, you will need to enter it twice
- If you're logging in
1. Log into the the Virgin Money app
2. Tap the 'Profile' icon in the bottom menu
3. Click ‘Security’ in the menu
4. Select ‘Change access code’
5. Follow the prompts to reset your code, you will need to enter it twice
Reward Me Home Loan:
Call our Customer Care Team on 13 81 51 or +61 2 9060 5460 if you’re overseas. Monday to Friday 8am - 6pm and Saturday 8am - 5pm (AEST/AEDT) Excluding Public Holidays.
Smartphones we support
What mobile devices do you support?
Devices we currently support are:
- Apple devices - iOS 14.0 or higher
- Android devices - Android 8.0 or higher
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.
More information on the minimum browser and operating systems that are supported can be found here.
Contact us
Lite and Loaded Home Loans:
If you have a question (or two) the easiest way to contact our team is to send us a secure Chat message in the app.
1. Log into the Virgin Money app
2. Click on 'Profile'
3. Select 'Help & Support'
4. Tap 'Contact us'
5. Select a product
6. Click on 'Chat to us'
If we are unavailable, you can still send a message and we will reply as soon as possible.
For more help visit the Contact us page.
Reward Me Home Loan:
To discuss your account, send us a secure email message via the secure mailbox in your online account.
If you need assistance please call our Customer Care Team on 13 81 51. Monday to Friday 8am - 6pm and Saturday 8am - 5pm (AEST/AEDT) Excluding Public Holidays.
Repayments
How can I make repayments to my home loan?
You can make repayments to your home loan by:
- Transferring funds from an existing Virgin Money account, or
- Setting up a direct debit from an account with another financial institution.
Learn more about managing your home loan.
If you have more questions call our Customer Care Team on 13 81 51.
Missed repayment
What do I do if I miss a repayment?
Let us know straight away by calling 1800 312 115 between 8.30am – 5pm AEST Monday to Friday.
And if you're worried you might have trouble making ongoing payments, it's important that we work together to help you meet the obligations under your home loan contract as you may also incur penalty fees (so please don't be a stranger).
Find out what options are available to you
Repayment account
How do I update my repayments account?
The type of home loan you have with us will determine how you update your repayment account.
Lite and Loaded Home Loans:
You can nominate a Go Account as your repayment account in the app.
1. Log into the Virgin Money app.
2. Tap the 'Wallet' icon in the bottom menu.
3. Select the home loan account.
4. Click on the ⋮ icon.
5. Tap 'Manage home loan account'.
6. Select 'Manage repayments'.
7. Tap 'Update repayment details'.
8. Tap 'Update repayment account'.
9. Select ‘Done’ to save your details.
Reward Me Home Loan
You can nominate a companion account as your repayment account in the hub.
Repayment frequency
How do I update my repayment frequency?
If you're making principal and interest repayments, you can choose the frequency. You can pay monthly, fortnightly or even weekly. If you are making interest only repayments, they can only be monthly.
Lite and Loaded Home Loans
You can nominate a Go Account as your repayment account in the app.
1. Log into the Virgin Money app.
2. Tap the 'Wallet' icon in the bottom menu.
3. Select the home loan account.
4. Click the ⋮ icon.
5. Tap 'Manage home loan account'.
6. Select 'Manage repayments'.
7. Tap 'Update repayment details'.
8. Tap 'Update repayment frequency'.
9. Select ‘Done’ to save your details.
Reward Me Home Loan
To update your repayment frequency for
your Reward Me home loan, you will need to
give us a call on 13 51 81
Use our repayment calculator to see what difference changing your repayment frequency can make to your loan.
Repayment amount
How can I update my repayment amount?
The type of home loan you have with us will determine how you update your repayment amount.
Lite and Loaded Home Loans:
You can switch your repayments between
Minimum Repayments, Minimum + Extra, or a Fixed Amount.
1. Log into the Virgin Money app.
2. Tap the 'Wallet' icon in the bottom menu.
3. Select the home loan account.
4. Click the ⋮ icon.
5. Tap 'Manage home loan account'.
6. Select 'Manage repayments'.
7. Tap 'Update repayment details'.
8. Tap 'Update repayment amount'.
9. Select ‘Done’ to save your details.
Just keep in mind that repayments can’t be set lower than the minimum amount required.
Reward Me Home Loan:
To update your repayment frequency for your Reward Me home loan, you will need to give us a call on 13 51 81
Use our home loan calculators to see what difference changing your repayment amount can make to your loan.
Direct debit
How do I change my direct debit account?
The type of account you have with us will determine how you set up a direct debit on your account.
Lite and Loaded Home Loans:
You can nominate a Go Account as your direct debit account in the app.
1. Log into the Virgin Money app.
2. Tap the 'accounts' icon in the bottom menu.
3. Select the home loan account.
4. Click on the ⋮ icon.
5. Tap 'Manage home loan account'.
6. Select 'Manage repayments'.
7. Tap 'Switch repayment method'.
8. Tap 'Direct debit from another bank account'.
9. Follow steps to set up a direct debit.
10. Select ‘Done’ to save your details.
Reward Me Home Loan:
To set up a new direct debit for your Reward Me home loan you will need to fill out a form and then give us a call on 13 81 51.
One off payment
How do I make a one-off payment to my home loan?
You can make a one-off payment to your home loan the same way you would transfer money to any other account:
- If you're transferring from a Virgin Money account, simply select the account you want to pay from and choose your home loan account as the destination.
- If you're making the payment from an external bank account, use your home loan’s BSB and account number to complete the transfer.
Use our repayment calculators to see what difference extra repayments can make to your loan
Extra repayments
How much extra can I pay on my home loan?
The amount of extra repayments you can make depends on whether you have a variable or fixed interest rate:
- Variable rate home loans – You can make extra repayments at any time to help reduce your interest charges.
- Fixed rate home loans – You can make additional repayments of up to $10,000 per year. If you exceed this limit, a break cost may apply.
Use our repayment calculators to see what difference extra repayments can make to your loan
Transfer or payments
How do I make an extra payment or transfer?
The type of account you have with us will determine how you make an extra payment or transfer on your account.
Lite and Loaded Home Loans:
1. Log in to the Virgin Money app
2. Tap 'Pay' icon in the bottom menu
3. Click ‘Pay someone’
4. Select ‘Bank account’
5. Enter the recipients full name, BSB & account number
6. Enter the payment details
7. Follow the prompts to finalise the payment
Reward Me Home Loan:
Make payments online via the Hub.
- Online: hub.virginmoney.com.au
Please note: You will not be able to complete a transfer out of a home loan while the loan is fixed.
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.
Scheduled Payments
How do I set up a scheduled payment or transfer?
The type of account you have with us will determine how you set up a scheduled payments or transfer on your account.
Lite and Loaded Home Loans:
1. Log in to the Virgin Money app
2. Tap the Pay icon in the bottom menu
3. Tap on ‘Pay someone’
4. If the account is in your saved payee list, tap the account.
5. Or click on 'Pay someone new'
6. Enter the amount you’d like to pay
7. Tap ‘When’
8. Set the payment to recurring
9. Tap ‘Frequency’
10. Choose the recurring payment start and an end date
11. Tap ‘Next’ to finalise the payment
Reward Me Home Loan:
Make payments online via the Hub.
- Online: hub.virginmoney.com.au
Scheduled transfers and savings plan transfers can only be made when there are sufficient cleared funds in your account by midnight the day prior.
If there are not enough cleared funds then that scheduled payment will not occur and will need to be submitted again, however future scheduled payments will continue to take place.
Scheduled payments that fall on a non-Business Day will usually happen the next Business day. If you would like to cancel a scheduled transfer or savings plan then you must cancel the day prior to the scheduled transfer taking place.
Contact us
Lite and Loaded Home Loans:
If you have a question (or two) the easiest way to contact our team is to send us a secure Chat message in the app.
1. Log into the Virgin Money app
2. Click on 'Profile'
3. Select 'Help & Support'
4. Tap 'Contact us'
5. Select a product
6. Click on 'Chat to us'
If we are unavailable, you can still send a message and we will reply as soon as possible.
For more help visit the Contact us page.
Reward Me Home Loan:
To discuss your account, send us a secure email message via the secure mailbox in your online account.
If you need assistance please call our Customer Care Team on 13 81 51. Monday to Friday 8am - 6pm and Saturday 8am - 5pm (AEST/AEDT) Excluding Public Holidays.
Search transactions
How do I find transactions on my account?
The type of account you have with us will determine how you search for a transaction.
Lite and Loaded Home Loans
1. Log in to the Virgin Money app
2. Tap the 'Accounts' icon in the bottom menu
3. Select the account you’d like to search
4. Select the ‘Activity’ icon
5. Search the credit / debit type, or define a date range, amount & transaction type
6. Click on ‘Search'
Reward Me Home Loan
1. Log in to the Virgin Money app
2. Tap the 'Accounts' icon in the bottom menu
3. Select the account you’d like to search
4. Select the ‘Activity’ icon
5. Search the credit / debit type, or define a date range, amount & transaction type
6. Click on ‘Search'
If you need assistance please call our Customer Care Team on 13 81 51. Monday to Friday 8am - 6pm and Saturday 8am - 5pm (AEST/AEDT) Excluding Public Holidays.
View statements
How do I find statements on my account?
The type of home loan you have with us will determine how you find your account statements.
Lite and Loaded Home Loans:
1. Log in to the Virgin Money app
2. Tap the 'Profile' icon in the bottom menu
3. Tap on ‘Statement and documents’
4. Select the account you’d like a statement for
5. Select the statement needed
If you want to download a statement, tap the ‘Share icon’ in the top right hand corner.
Reward Me Home Loan:
View statements online via the Hub.
- Online: hub.virginmoney.com.au
If you need assistance please call our Customer Care Team on 13 81 51. Monday to Friday 8am - 6pm and Saturday 8am - 5pm (AEST/AEDT) Excluding Public Holidays.
Interim statements
How do I find an interim statement on my account?
The type of home loan you have with us will determine how you can create an interim statement on your account.
Lite and Loaded Home Loans:
An interim statement will cover the period from your last statement date until the day of the request.
1. Log in to the Virgin Money app
2. Tap the 'Profile' icon in the bottom menu
3. Tap on ‘Statement and documents’ from the menu
4. Select the account you’d like a statement for
5. Tap on 'Request interim statement'
6. Click on 'Confirm'
Reward Me Home Loan:
View interim statements online via the Hub.
- Online: hub.virginmoney.com.au
If you need assistance please call our Customer Care Team on 13 81 51. Monday to Friday 8am - 6pm and Saturday 8am - 5pm (AEST/AEDT) Excluding Public Holidays.
Contact us
Lite and Loaded Home Loans:
If you have a question (or two) the easiest way to contact our team is to send us a secure Chat message in the app.
1. Log into the Virgin Money app
2. Click on 'Profile'
3. Select 'Help & Support'
4. Tap 'Contact us'
5. Select a product
6. Click on 'Chat to us'
If we are unavailable, you can still send a message and we will reply as soon as possible.
For more help visit the Contact us page.
Reward Me Home Loan:
To discuss your account, send us a secure email message via the secure mailbox in your online account.
If you need assistance please call our Customer Care Team on 13 81 51. Monday to Friday 8am - 6pm and Saturday 8am - 5pm (AEST/AEDT) Excluding Public Holidays.
Virgin Money Rewards
What is Virgin Money Rewards?
Virgin Money Rewards is our loyalty program designed with you in mind. Our goal is to recognise and reward you for who you are, and to help you create better money habits. It’s about giving you a rewarding banking experience every day, not just someday.
Account access
Which accounts have access?
By opening a Go Account, Lite Home Loan or Loaded Home Loan you’ll get access to Virgin Money Rewards and all of the amazing benefits that come with it.
Go Account
You will earn Standard Points on every settled purchase (not pending) using your Debit Card, BPAY payments and direct debits from your Virgin Money Go Account and cash outs from a merchant's point of sales terminal.
Lite Home Loan
Earn Virgin Money Points per applicant per month when repayments are made on time (as long as you’re not behind on your loan).
Loaded Home Loan
Earn Virgin Money Points per month when repayments are made on time (as long as you’re not behind on your loan).
You’ll also be able to earn Bonus Points through a huge range of partner offers and booking hotels through the Virgin Money Rewards Hub. Not to mention, you’ll get access to other epic perks and experiences along the way.
For a list of all other Rewards eligible products click the button below.
Earn points
How do I earn points?
We love to give, so there's heaps of ways to earn points16:
Lite Home Loan
1000 Virgin Money Points per applicant per month when repayments are made on time (as long as you’re not behind on your loan).
Loaded Home Loan
2000 Virgin Money Points per month (as long as you’re not behind on your loan).
Settlement bonus of 2000 Virgin Money Points for every $10,000 you borrow.
Virgin Money Go Account
With your Virgin Money Go Account, you will earn 8 Virgin Money Standard Points7 for every:
- settled (not pending) purchase using your debit card,
- direct debit
- BPAY transaction
- Cash out from a merchant’s point of sales terminal.
- Partner offers - earn Bonus Points from shopping with our partners via the "Partner Offers" section of the Rewards Hub in the Virgin Money mobile app. (T&Cs apply)
Earn Bonus Points through:
- Booking a hotel - earn 5 Bonus Points for every $1 you spend when you book your hotel via the "Book Travel" section of the Rewards Hub in the Virgin Money mobile app. (T&Cs apply)
- Referring a friend – Customers that hold a Virgin Money Go Account can earn Bonus Points by referring a friend to open a Virgin Money Go Account of their own (T&Cs apply)
- Earn 5,000 Bonus Points when opening a new Virgin Money Go Account and meeting the welcome offer criteria8. (T&Cs apply) New customers only.
- Just for being you. We’ll find the perfect moment to surprise you with Bonus Points, little perks or special offers, just to say thanks
Getting up and running is easy if you’re already a customer and have the app. Just head to the Rewards Hub and tap the Earn button to start earning today.
Redeem Points
How do I redeem points?
We know that everyone likes to do things their way, so we’ve got lots of different ways for you to redeem your points:
- Points for Gift cards – use your points to purchase digital cards from your favourite brands.
- Points for Cash – Trade your points for money in your pocket.
- Pay with Points- Use your points to pay for things you’ve recently purchased.
- Transfer points to your travel program – Use your points to take you on your next great trip.
- Share your points - Transfer points to a friend. Aren’t you lovely?
- Book Travel – Treat yourself to your next getaway by booking hotels & flights instantly.
Just head to the Rewards Hub in the Virgin Money mobile app and click Redeem to get started!
Note: Redeeming Points is subject to the Virgin Money Rewards Terms and Conditions.
FAQs
Banking calculators & tools
We love making things easy! Our tools and calculators help you work out all the important home loan stuff.
CALCULATORS & TOOLS
How much can I borrow?
Calculate how much you may be able to borrow based on your income and expenses.
CALCULATORS & TOOLS
How much can I save?
See how increasing or making extra repayments could help you pay off your home loan sooner.
CALCULATORS & TOOLS
How much are repayments?
Calculate what your minimum mortgage repayments could look like with the amount you plan to borrow.
13 81 51
General enquiries | Home loan & Offset account
Monday to Friday 8am - 6pm and Saturday 8am - 5pm (AEST/AEDT)
Excluding Public Holidays.
General help | Home loan | Feedback
Find support, contact options & important information.
Get in touch
Thinking of applying for a home loan? Let us know when it suits you to talk and one of our lending specialist will be in touch.