Virgin Money Home Loans

Access your account

You can access your account online via the Hub at hub.virginmoney.com.au or if you are on a mobile device use m.hub.virginmoney.com.au You can register for the Hub by giving our Customer Care Team a call on 13 18 75. For more information on how to register, please refer to the Registration for the Hub section of our terms & conditions. 

Hub account users

Because a Hub profile can have one or more people associated with it, different types of account users will exist. There are three types of people who can access Accounts via the Hub:

• a Customer with authority to operate on the account individually; or
• a Related Account User, who is a signatory on the Account, has authority to operate on the Account individually or has authority to operate on the Account as one of a two or more persons to sign method of operation and has been granted Hub access to the Account by both the Customer and Virgin Money ; or
• an Authoriser, who is a signatory on an Account that requires more than one person to operate on the Account, and where Hub access has been established for each signatory to the Account;

Authorisers 

Authorisers on the account can be notified of any pending authorisation requests via Secure Mail, Normal email (via the email address registered for the customer), SMS (via the mobile number registered for the customer) and the notifications area on the Home menu.  

If a Hub profile defines that more than one person must authorise transactions and requests on behalf of the customer, the following actions will be held in a pending state for 90 days to allow sufficient time for the transaction to be authorised:

• any value transaction
• any transaction limit increase or decrease

Any transaction still requiring additional authorisations after 90 days in the pending state, will be automatically deleted.

Please note: More authorisers can be created than the number of authorisers required to approve each transaction. 

Personal Access Code (PAC) help

If you forget your PAC or your PAC is suspended you can call our Customer Care Team on 13 81 51 and request a new Personal Access Code. A new temporary PAC will be issued to you immediately.

Customer Access Number (CAN) or UserID

If you can't remember your Customer Access Number (CAN) or UserID call our Customer Care Team on 13 81 51.

Please note: a User ID is not required by all customers accessing the Hub. You will use a User ID if you are an Authoriser on one or more accounts.

Hub Error Message

Error message "The details entered are invalid..." when trying to log in to the Hub.

This is due to one of the following scenarios:

1. an incorrect Customer Access Number (CAN) and Personal Access Code (PAC) combination have been entered. Please check you are using the correct CAN and PAC and that CAPS LOCK is not on.
2. you attempt to log in BEFORE you receive your new PAC. When a new PAC is requested you must wait until you are given a new PAC. Note: when a new PAC is requested, the previous PAC is stopped and can no longer be used.

Find out more about using your Online Account

Mobile Hub Error Message

 “Please navigate via the links on the webpage”. 

The error message you see is a prompt to navigate through the Mobile Hub using the links within Mobile Hub and not to use the phone's navigation keys/actions. This has been designed as a safety measure to ensure data isn't resent or able to be accessed after a session has ended.

Please note: If you are entering your sign in details and are being returned straight back to the sign in screen, please check that you have enabled cookies on your mobile device. If you are unsure how to enable cookies, please consult the manual for your device.

Hub Access

If you can't access the Hub log in page after clicking on the Hub link from the Virgin Money website, the problem may be one of the following:

• please compare your browser and browser version with those listed on the Technical Requirements page. Please ensure you are using one of the listed browsers and browser versions and it is up to date.
• if you are using a recommended browser and browser version, the problem may be related to the browser settings being changed from the default. This can happen without your knowledge, for example you may have installed some new software such as anti-virus or firewall software. Please reset your browser settings back to the default in order for the Hub to work correctly.

For more information on technical requirements and browser settings, the Technical Requirements page contains copies of these defaults for all supported browser and browser version.

Please note: We love cookies. Your browser will need to be enabled to accept cookies to be able to access your account online via the Hub.

If you’re not sure how to do this, the easiest way is to google “How to enable cookies on (whatever browser you are using)”. For example “How to use cookies on Chrome version 43”.

Locked out of Mobile Hub

As with the Hub your PAC is case sensitive; make sure you are entering your PAC with the correct case. If your password begins with a lower-case letter, you may need to use your phone’s ‘shift’ key to change the default from upper case. In addition, some phones require extra shift key presses to enter numbers instead of letters.

Please note: As with the desktop version of the Hub you can request a PAC reset by contacting our Customer Care Team on 13 81 51. Note: you will need to use the Hub on a desktop PC or tablet to login with the temporary PAC and create your new permanent PAC before you can sign into Mobile Hub.

Find out more about using your Online Account

Change your limit

The Daily Limits Package can be set as part of your initial registration, and be effective immediately. You can also choose your limits package online using the Hub.

A decrease to your limits package requested online will be effective immediately. An increase requested online will be applied automatically after 2 calendar days. This two day delay is for security reasons. In this two day period we will contact you via the registered email account for your profile to advise that a limit change has been requested.

Users should note that increases to their daily limits package may result in the need for additional authentication using the Virgin Money Token.

If your new Daily Limits Package requires additional authentication, you must call us to have a Virgin Money Token assigned to you if you do not already have one.  

Pay Anyone payment

Pay Anyone payments is a facility within the Hub which allows payments to be made to accounts at Virgin Money or to accounts at most other financial institutions, such as Banks, Building Societies or Credit Unions throughout Australia. 

Please note: Pay Anyone payments cannot be made to a Virgin Money credit card.

Accounts into which funds are to be paid must be identified by a BSB and Account Number. Instead, you may make payments to your Virgin Money credit card via BPAY, using Biller Code 49551 and your credit card number as the Customer Reference Number.

Pay Anyone cut off times

A Pay Anyone payment request  cut off time is 5.00 p.m. (AEST) on a business day.

* A business day is defined as any day on which the lender is open for business that is also a day on which banks in Melbourne or Sydney are able to effect settlement through the Reserve Bank of Australia.

Payment Date

We will withdraw funds from your account on the date the payment is requested.

If the payment is scheduled for immediate payment, funds will be withdrawn immediately.

If you have scheduled the payment to occur on a date in the future, funds will not be withdrawn until that date. If there are available funds in your account on the date specified for the payment, the payment will be processed between 6:00am and 5:00pm Brisbane time.

If you have a recurring payment the processing time may vary and you should not expect your payment to be processed at the same time for each recurrence. Whilst every attempt is made to process the payments as soon as possible the deadline is 5:00pm (Brisbane time) and it is purely coincidence if the payment has been processed by a particular time on previous occasions.

Please note: If you schedule a payment for a future date and there are insufficient funds in your account on the date the payment is being processed we will retry the processing of your transaction periodically throughout the day until 4:30pm Brisbane time. If there are still insufficient funds in your account at 4:30pm (Brisbane time) you will be notified via Secure Mail that your scheduled payment has failed due to insufficient funds.

This allows you 30 minutes to process an immediate payment in place of the failed scheduled payment. If your payment is a recurring scheduled payment the failure due to insufficient funds will not affect your next scheduled payment. 

Scheduled Payments

Monthly scheduled payments that are due to be processed on the 29th, 30th or 31st of a month but the date does not exist in the current month.

Any payment which is scheduled to be processed monthly on the 29th, 30th or 31st will be processed on the last day of the month if the scheduled date does not exist for the current month. For example if a monthly payment is set up to be processed on the 29th of every month, it will be paid on the 28th of February (except in a leap year) as this is the last day of the month. If a payment is scheduled to be paid on the 31st of the month it will be processed on the 30th day of all months which do not have 31 days. This will only occur for monthly scheduled payments.  

Incorrect account number entered

There is no facility to reverse an immediate Pay Anyone payment after a receipt has been issued to the customer making the request.

For future-dated Pay Anyones, and periodic Pay Anyones, you can amend the details of the payment on any date before the day the payment is due to be processed.

The following scenarios explain the process should you nominate an invalid account number or unintended account:

• Invalid Account Number

If you nominated an account number which does not identify a valid account at the destination Financial Institution, the destination Financial Institution will return the funds to the originating Virgin Money account (because the account number nominated will not match any account number at that Financial Institution). The funds will be returned to your account within the same timeframe as for a valid transaction (i.e. Transaction +1 day, subject to the business day cut off times).

For example, if you requested a transaction on Tuesday after 5pm, the return would be credited to your account by Thursday or Friday (this is because the transaction was carried out after the 5pm cut off). If the request is made before 5pm the return would be credited to your account by Wednesday or Thursday.

• Valid Account Number but not the Intended Account

If you nominated an account number that is valid but the payment is not intended for that account (or you have changed your mind for some reason), you will need to contact our Customer Care Team on 13 81 51 to request the recovery of these funds. There is no guarantee that the funds will be able to be recovered from the recipient. For this reason, you must ensure that the payment details that you enter are correct.

You will need to provide us with the details of the original Pay Anyone payment (i.e. BSB, Account Number, Account Name, and Description) as well as the date and time of the request. There is a fee associated with this request. The timeframe for recovery of these funds depends on the destination Financial Institution. 

BPAY View

BPAY View allows you to view bills from participating billers. These bills can be paid the same as the paper based version or directly from your account using BPAY.

You can register to see bills from participating billers via the Hub We will then advise you when you have received new bills which you can view and pay without the need to ever receive the paper bill.

BPay payments to a Virgin Money credit card

Virgin Money credit cards is a BPAY Biller. The Biller Code is 49551 and customers should use their credit card number as the Customer Reference Number when making payments to their Virgin Money credit card.

Recurring BPAY payment

Due to the current BPAY rules, you are no longer permitted to create a recurring BPAY payment to a biller which uses a variable CRN. If you are setting up a recurring BPAY payment please ensure that the biller you are using is not a variable CRN biller. If you are using a variable CRN biller this will be noted in the drop down box when you select the biller, provided that the biller has not been registered for BPAY View. For BPAY View registered billers the BPAY View registration number will be shown, and for fixed CRN billers, the saved CRN will be noted next to the biller name.

BPay Frequent Biller

The "Frequent Biller" option enables you to update your own personalised biller list. Once you have created the Frequent Biller, every time you want to pay your bill, you only have to select the biller from the list and input the payment amount. Note: Some Billers operate with a variable Customer Reference Number (CRN), it is good practice to confirm the CRN on your bill for each payment.

BPay Cut-off times

For a BPAY payment request the cut off time is 5:00 pm (AEST) on a business day.

If a bill payment is made before the cut off time (ie. 5 pm) on a business day, the Biller will usually receive the payment on the next business day. If a bill payment is made after this time or on a weekend, the Biller will usually receive the payment on the second business day after the payment was requested.

The following table will assist you to understand when your BPAY payment will be processed:

# Account means a Transaction Account or, Loan Account. 
* A business day is defined as any day on which the lender is open for business that is also a day on which banks in Melbourne or Sydney are able to effect settlement through Reserve Bank of Australia.

Schedule a BPAY payment

The Hub enables you to perform a range of future dated and recurring payments and transfers, including BPAY payments.

Recurring payments can be scheduled weekly, fortnightly, monthly, quarterly, half yearly, annually, four weekly and two monthly.

When a scheduled payment is processed, you will be notified of the success or failure of the payment via secure mail as well as via the email address you have provided. You can also subscribe to receive SMS alerts on your scheduled payments.

Cancel a BPay payment

If you have scheduled your payment to occur on a date in the future it can be modified or cancelled anytime before the date scheduled. It cannot be modified or cancelled if the payment is scheduled to occur on the current date.

If a Biller is paid in error you can request an error correction by calling our Customer Care Team on 13 81 51. Note: a fee applies for the funds recall. Recalls are typically completed within 5 business days.

Variable Customer Reference Number (CRN)

A variable CRN is a CRN that changes each time you receive a new bill, unlike a fixed CRN which remains the same for each bill. Prior to the variable CRN changes all billers were being treated as though they were fixed CRN billers.

Please note: When you add a frequently used biller using the add biller link on the BPAY Billers page you will receive a message stating that the CRN will not be saved if the biller you are adding uses a variable CRN. When you view this biller in the Billers tab you will see ‘Variable CRN Biller in the customer reference column.

POLi Payment

Can I use the POLi Payment online payment option when purchasing goods or services online?

We take Hub security very seriously and, for this reason, we do not support the use of 3rd party applications such as POLi. While it may seem that you are in complete control of the Hub session whilst using POLi, we cannot guarantee the security of your login credentials unless you access the Hub via the Virgin Money website. 

Session Summary

When you logout of the Hub the session summary may say that you have deleted a payment when all you did was modify it.

When you modify a future dated Pay Anyone or BPAY, the Hub internally deletes the payment and creates a new payment with the same details including the modification. This is the reason why your change is displayed as a deletion and creation.

Variable CRN changes

Existing recurring BPAY payments changed as part of the variable CRN changes.

As part of the changes relating to variable CRNs, any recurring payment which is being paid to a biller that is noted as using a variable CRN will fail to be processed and will also be deleted on the next payment date. All future instances of the recurring payment will also be deleted. You will be notified of this via email and secure mail at the time of the failed payment. If you need the deleted payment to be processed you will need to set up the payment as a once only payment as the current BPAY rules no longer allow you to create recurring payments to variable CRN billers.

Recurring payment created before the variable CRN changes but authorised after the changes

If you are making a BPAY payment to a variable CRN biller the payment will be deleted on the next payment date. You will be notified via email and secure mail that this payment has been deleted. If you need the deleted payment to be processed you will need to set up the payment again as a once only payment as the current BPAY rules no longer allow you to create recurring payments to variable CRN billers.

Frequently used billers variable CRN change

Current frequently used billers as part of the variable CRN change.

There are a number of possible scenarios relating to your current frequently used billers:

1. Billers that are registered for BPAY View will be retained in the Frequently Used Billers list. This will be the case for both fixed and variable CRN billers.
2. There will be no change to any frequently used billers that are classed as a fixed CRN biller.
3. If you have multiple saved billers that use the same biller code and these billers are now classed as variable CRN billers, the duplicate records will be deleted and you will see only one frequently used biller listed for each biller code. All CRN data and personalised biller name data will also be removed for each variable CRN biller. The billers name will appear in place of the previously saved personalised biller name. This will not apply for billers that are registered for BPAY View.
4. If you have single instances of billers which use a variable CRN, the existing CRN will be removed and you will see “Variable CRN Biller” in the Customer Reference Number column.

Transactions requiring a Token

The Virgin Money Token will not be required to log in to the Hub, but will be used to authenticate some transactions where funds are transferred to other financial institutions. This will allow you to check account balances and move funds between your own accounts as easily as possible.

The Virgin Money Token will be required as an additional means of authentication if you have selected a Daily limits package with a Pay Anyone of $10,000 or greater. 

Not all value transactions* will require the use of the Virgin Money Token. 

The available limit packages are outlined in the table below:

*Value transactions - any transaction where an amount greater than zero is transferred from a nominated account.

Important: Where you decrease your daily limit to a limit which does not require the use of the Virgin Money Token it will be necessary to authenticate the request by entering a One Time Password generated by 'Application #1' from your Virgin Money Token.

Request a Virgin Money Token

A soft token can be downloaded as an app on your smartphone. If you don't have a smartphone and require a physical token, you can obtain a Virgin Money Token by calling us on 13 81 51.

There is no cost for the issue or use of a soft token on your smartphone. If you don’t have a smartphone and require a physical token, the first Virgin Money Token will be issued free of charge for customers where there is only one user of the account. Where additional physical tokens are required for signatories to an account, a second Virgin Money token will be issued free of charge.

A fee of $50 per token will be charged for:

• additional physical tokens (if your account has more than two users)
• replacement tokens where the originally issued token is lost or damaged

Any defective Virgin Money Tokens will be replaced free of charge. The replacement fee will also be waived if you report your Virgin Money Token is stolen and you lodge a police report.

Using Virgin Money Token

The Virgin Money Token can be used with any computer and no special software is required.

The Virgin Money Token works by generating a password that continually changes. Based on information registered with our central Token Management System when your Virgin Money Token is assigned, it is possible to match these passwords with your Hub profile when you transact online.

When completing transactions using the Hub, instructions on the screen may prompt you to initiate one of two types of token applications using the Virgin Money Token:

• Token Application #1 (One Time Password) – this issues a unique 8 digit authentication code which you will enter into the Hub when prompted.
• Token Application #2 (Transaction Signing) – you will be required to enter information about your transaction into the token. This will be used by the token to generate an authentication code uniquely tied to that transaction, which you will then enter into the Hub when prompted.

Please note: A physical token will display the word "disabled" when the battery is low. Please call us on 13 81 51 to obtain a replacement token.

Call our Customer Care Team on 13 81 51 if you need to reset your Virgin Money Token PIN.

Virgin Money Token - Pay Anyone Limit

Once a Virgin Money Token has been issued you may change your Daily Limit package at any time. As long as your requested limit is above $10,000 then the Virgin Money Token will be required.

If you close your account or decrease the Pay Anyone limit to a level that doesn't require a token and you have a soft token and no longer require it, please delete the app from your smartphone. It would be appreciated if you have a physical token to return it to us.

Please call us on 13 81 51 and we will advise you how to return it.

Protect your online information

You also play an important role in protecting your online information and security, here’s some tips on how to stay safe online.

Online fraudsters attempt to take advantage of customers with poor security on their computers. For example malicious software downloaded from the Internet or received via attachments to emails can contain malware that could compromise the security of your computer. Even browsing certain websites could lead to a compromise of your computer's security. Hoax emails have also circulated the Internet during recent times, enticing customers to disclose personal details at fake websites.

When you type your Customer Access Number (CAN), UserID (if applicable) and Personal Access Code (PAC) into the Hub log in screen, your computer 'encrypts' and sends this information to us via a secure connection. If your own computer is not protected, it is possible that a hacker could gain control of it and watch everything you type or save on your hard disk, without it being encrypted. It is critical that you take steps to protect yourself and your computer.

• always access the Hub by typing virginmoney.com.au or hub.virginmoney.com.au into your web browser, never by following a link.
• always ignore any email or other communication to the contrary.
• we will never contact you with a request to access or log into our secure site 'The Hub' or ask you to disclose your CAN and PAC.

Hub Security Alert

It is important that you read all security alerts. The alert could indicate that your PC does not have the latest security patches applied to it or is attempting to access a site that is not Virgin Money.

Regularly visit the operating systems’ and browsers' vendors websites (refer links below) to ensure your computer's operating system and Internet browser are up to date. The majority of software vendors such as Microsoft, post updates to their products to correct minor defects or security flaws that could potentially affect you.

Please note: Virgin Money does not receive commission from the sale of any of these products, nor do we make any recommendations, representations, guarantees or warranties about these products.

Internet Browsers:

• Internet Explorer™
• Firefox®
• Safari™
• Opera™
• Google Chrome™

Operating Systems:

• Windows
• Apple

To be certain you are dealing with Virgin Money, double-click on the padlock displayed at the bottom of your browser window and a certificate (refer to the example below) will be displayed. When viewing our certificate always ensure that:

1. it has been ‘Issued to’ www.virginmoney.com.au
2. the 'Issued by' section refers to www.verisign.com
3. the date specified is within a valid date range

This shows that you are dealing with Virgin Money and that your Customer Access Number (CAN) and Personal Access Code (PAC) will be secure as they cross the Internet. If the certificate details differ from this, do not login as you may not be connecting directly to the Virgin Money website. If you encounter this problem, please contact us immediately.

Mobile  Hub Security

All Internet capable mobile phones that have 128 bit security enabled in their browser will be able to access Mobile Hub utilising the same level of security as the Hub on a PC or Mac. Our application firewalls, intrusion prevention systems and other infrastructure are among the best in their class, equally applying security controls across both phone or computer-based Hub sessions.

To counter the problem of having to download a large amount of content as seen on our Hub site, Mobile Hub will operate by sending very small packets of data at a time to ensure the quickest possible mobile experience.

Additionally for customers who have opted for daily Pay Anyone limit of $10,000 and above are required to use the Virgin Money Token. This counters fraud by requiring an additional, independent authentication factor during funds transfers, without relying on SMS messages delivered via the mobile phone itself.

Please note: For security reasons, the Mobile Hub session will become inactive after 10 minutes of inactivity. Simply login again.

Restrictions when choosing a Personal Access Code (PAC)

The PAC can include both uppercase and lowercase letters. The PAC must be typed in exactly the same case as it was when it was set, otherwise the system will respond with an error message indicating that details entered are not valid. Check the status of the CAPS LOCK key if the PAC is not accepted.

When you are selecting a PAC, you need to adhere to the following restrictions:

• A minimum of 8 and maximum of 20 characters long
• Contain at least three numbers
• Contain at least one upper case or one lower case alphabetic character (ie A-Z, a-z)
• Special characters may be used if they are one of the following: @#$%&+=?
• Not be a regular word contained in a dictionary (eg password, bank, etc)
• Not be based on any number that could be linked to you by other persons such as your date of birth or any alphabetical code that is a recognisable part of your name
• New PAC cannot be the same as any PAC previously used

How to protect your Personal Access Code (PAC)

Here’s a few easy things you can do to protect your PAC:

• Your PAC is like a PIN. It should always remain confidential – never reveal it to anyone, even an employee of Virgin Money. Also, you should never write the PAC down anywhere.
• Choose a PAC that you can easily remember, but make sure another person can’t easily guess it. This means that you shouldn’t use your name, birthday, pet’s name, or any other word that could be related to you.
• Avoid choosing a PAC that contains words that can be found in a dictionary of any kind – this will make it harder for anyone to guess your PAC.
• Do not choose a PAC which is based on your date of birth or an alphabetical code that is a recognisable part of your name.
• Change your PAC regularly – once a month is ideal. After you’ve changed your PAC, use it again within a day or less, to help you remember the new Code.
• When you select a new PAC, don’t choose one that is similar to your old PAC. For example, if you chose “tbm1976$” for your first PAC, it would not be a good idea to simply add ‘one’ to the number – e.g. “tbm1977$”. It is best to start over and choose new letters, numbers and special characters.

Choosing a secure Personal Access Code (PAC)

A. This task can be more difficult than it sounds, so here’s a method you may like to use in order to make this easier.

• Pick a short phrase or line from a song you can remember easily (i.e. three blind mice).
• Take the first letter of each word – 'three blind mice' or 'tbm'
• Now choose a number you can easily remember. Make sure it isn’t your age, birthday, street or telephone number or any other number that could easily be guessed by someone else. For example, the date your first car was manufactured, let’s say 1976.
• Combine the letters and numbers – 'tbm1976'.
• Now add a special character that you can remember, say for example, a ‘$’ sign.

Now the Personal Access Code you have created is 'tbm1976$', which is unlikely to ever be guessed by anyone.