Ready to take charge of your credit card account? Checking your balance, paying bills and keeping up to date with your latest transactions and statements, whilst on the move, is now easier with the Virgin Money App.
Download the app:
Take charge of your account on the go with these features:
Set up your Virgin Money App in 3 easy steps:
Register for Virgin Money Online
(if you haven't already)
Download the App from the App Store or from Google Play
Login using your Virgin Money Online Account Credentials
That’s it. You can now enjoy managing your credit card account on the go.
Q. Is there a fee to download the Virgin Money App?
A. No. It is free to download from iTunes and Google Play store.
Please note that normal data and call charges will apply as stipulated by your telecommunications provider. Please check your mobile carrier for details.
Q. Can I download the Virgin Money App on multiple devices with the same Virgin Money account information?
A. Yes. You can login to your account from multiple devices that have the app installed.
Q. How do I download the Virgin Money App?
A. Download the app for free from iTunes or Google Play stores.
Stores should have their location set to Australia
Q. On which devices can I install the Virgin Money App?
A. The app is designed and built for the following operating systems:
- Android 6+ (Marshmallow) to 9.0 (Pie)
- iOS v10.3 to v12
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 (smart phones, tablets with the operating systems noted above) using your Virgin Money Online User ID and Password.
Q. What if a phone, which has the Virgin Money App installed has been lost or stolen?
A. The Virgin Money App can only be accessed by the use of your Virgin Money Online login User ID and Password, so keep those safe.
We can reset your Virgin Money Online access details if you suspect another party may have access to these, by calling 13 37 39.
Additionally, if you have Mobile Wallet (Samsung Pay), please contact us immediately so we can suspend your access and avoid any fraudulent transactions.
Q. How do I login to the Virgin Money App?
A. Virgin Money credit card customers can login to the app using their existing Virgin Money Online User ID and Password.
To register for a User ID and Password, go to Virgin Money Online and click ‘REGISTER’. If you’ve forgotten your User ID or Password, go to Virgin Money Online and follow the relevant link.
Note: you’ll only be able to login to the Virgin Money App when connected to the internet. Usage and data fees from your service provider will apply.
Q. Can I have a different username and password to my Virgin Money Online details?
A. No, the Virgin Money App can only be accessed by the use of your Virgin Money Online login User ID and Password.
Q. What can I do in the Virgin Money App?
A. You will have the ability to do the following things:
- Activate your card and start using it immediately
- Set up your card PIN for faster transactions and ATM withdrawals
- Pay your credit card bills on the go to existing billers
- Lock and Unlock your card temporarily in case you’ve misplaced your card
- Replace damaged card or
- Report it lost/stolen to prevent unwanted transaction on your account
- View your credit card statements
- Check balances, payment due, available funds and transactions
For the complete range of account options, credit card customers can continue to access Virgin Money Online.
Q. Can I use the App while overseas?
A. Yes. Note, to make BPAY payments to billers in your address book, you’ll need to receive a One Time PIN through your nominated mobile phone number.
Note: you’ll only be able to login to the Virgin Money App when connected to the internet. Usage and data fees from your service provider will app.
Q. Can I notify you when I’m going overseas?
A. No, To advise of your travel simply send us a secure email by logging into your online account then go to: Services > My Profile > My Message > Inbox and select Feedback from the drop down menu.
Or call our Customer Care Team on 13 37 39.
Q. How many credit card transactions can I see in the Virgin Money App?
A. The App will initially display up to 50 transactions. To see more than 50 transactions, simply scroll to the bottom of your transaction listing to load more transactions. You’ll only be able to view 90 days’ worth of transactions at any one time. To view transactions from any 90 day period in the last 12 months, you can filter by Transaction Date in the App. If you still cannot see recent transactions, give our Customer Care team a call on 13 37 39.
Q. Why can’t I see some of my recent transactions in the main transaction listing?
A. Your transaction listing will initially display up to 50 transactions – these will be listed by date based on the following hierarchy:
- Primary and Supplementary Pending transactions, then
- Primary and Supplementary Unbilled transactions, then
- Primary and Supplementary Billed transactions.
This means that there may be some scenarios where recent transactions do not appear in your initial 50 transactions. For example:
- if you have 50 Pending transactions, then none of your Unbilled or Billed transactions will appear in your initial listing, even if they occurred more recently than some Pending transactions
- if you’re a Primary card holder with a Supplementary card attached to your account, there may be times when some Supplementary card transactions appear in your initial 50 transactions, while certain Primary transactions don’t. This is also based on the hierarchy above.
To see more than 50 transactions, simply scroll to the bottom of your transaction listing to load more transactions. Alternatively, use the transaction filter tool to see separate listings of recent Billed, Unbilled and Pending transactions. If you still cannot see recent transactions, give our Customer Care team a call on 13 37 39.
Q. What are Billed, Unbilled and Pending transactions?
Billed transactions have been processed and appeared on a statement.
Unbilled transactions have been processed, but have occurred in the current statement month, so do not yet appear on a statement.
Pending transactions have not been processed, and do not yet appear on a statement. These can take up to 10 business days to process. Until they are processed, Pending transactions are not added to your Unpaid Balance, but they are deducted from your Available Credit balance.
Q. How do I report missing or fraudulent transactions?
If you can’t see some of your recent transactions, scroll to the bottom of your transaction listing to load more transactions. Alternatively, use the transaction filter to see separate listings of recent Billed, Unbilled and Pending transactions. If you still cannot see recent transactions, give our Customer Care team a call on 13 37 39.
If you suspect fraud on your account, please call 13 37 39 immediately.
Q. Can I make BPAY payments in the Virgin Money App?
Yes. You can make payments to existing billers in your BPAY address book through the Virgin Money App. Simply go to your account transaction screen (Login > summary screen > click relevant account > click the big PAY button on the account transaction screen). Enter your One Time Pin. Choose a biller. Choose the ‘from’ account.
For BPAY payments to new billers, you will need to login to Virgin Money Online and add the biller to your address book. Once a biller is in your address book, they will be accessible via the Virgin Money App.
Q. Can I check my Velocity Points balance in the Virgin Money App?
A. No. This is a feature we hope to include in a future release.
Q. How can I check my Rewards Points summary?
A. You can check your rewards Points summary by logging in to your Velocity Frequent Flyer Account.
Q. When will One Time PIN be required?
A. You will require a One Time PIN for the following:
- BPAY payments
- Locking your Card
- Setting your Card PIN
- Requesting a replacement for a Damaged Card
- Reporting Lost/Stolen Cards
- Viewing Statements
Q. How can I suggest additional features?
We’re constantly working behind the scenes to improve the Virgin Money App. If you have specific feature requests, let us know and we’ll take it on board.
Email your feedback to firstname.lastname@example.org.
Q. Who can use the Virgin Money App?
A. Australian Virgin Money credit card customers. The app can be used both in Australia and overseas.
We’ll be adding other products and features over time. In the meantime, our Home Loans, Superannuation, Car Insurance and Home & Contents Insurance customers can login via the Virgin Money website.
Q. What is Virgin Money Online?
A. Virgin Money Online is the portal through which you can manage your Virgin Money credit card account.
The User ID and Password used to access Virgin Money Online are also used to access the Virgin Money Mobile App.
Q. Can I access credit card statements in the Virgin Money App?
A. Yes, go to your account transaction page and click the information button on the top right of the screen. Then click statements and select the year you would like to see.
To download your statements, login to Virgin Money Online. For statements older than 2 years, call 13 37 39.
Q. Can I amend my Statement delivery preference on the App?
A. No, this can only be done by logging into Virgin Money Online.
Q. What is lock card?
A. If you want to pause using your card you can put a temporary lock on it. If your card is locked and you need to access your cards for purchases or to withdraw cash, you can easily unlock your card in the App.
Q. How do I lock/unlock my card?
A. To lock your card, go to More > Card Security > Toggle Lock/Unlock Card
If you find your card you can easily unlock your card by going to More > Card Security > Toggle Lock/Unlock Card
Q. How long does it take to unlock my card?
A. Once you unlock your card it will be available and ready to use immediately.
Q. Can any new transactions occur on my account whilst it is locked?
A. No new card transactions can occur during the time that the lock is placed on your card.
Q. What happens to regular payments during the time my card is locked?
A. There are two different types of regular payments and the type of payment you have set up will determine whether the payment will pay out.
Direct Debit: A Direct Debit is set up using your BSB and Account number and is linked to your account and not specifically to your card, this means that Direct Debits will continue to pay out when your card is locked.
Recurring Payment: A Recurring Payment is set up using your Card Number and is linked directly to the specific card that you have locked, this means that this payment will not pay out when your card is locked.
All of your Direct debits will appear on your account in the 'Scheduled Payments' list in the 'Payments' section of your account. Recurring payments will not appear in this list.
Q. What happens if I can’t find my card?
A. If you cannot find your card you can either temporarily lock your card or report your card Lost or Stolen by selecting the "Lost or Stolen" option in More > Card Security section of the App.
Your card will then be cancelled and a replacement card will be sent out to the address we have on file – Check Virgin Money Online to update this.
Please note once your card has been reported lost/stolen then that action cannot be reversed and you will have to wait for your new card to be delivered.
Q. How can I change my card PIN?
A. You can change your PIN using the app by selecting the ‘Manage Cards’ option from the Home screen, and then selecting ‘Change PIN’, enter a new PIN, confirm this new PIN and then select ‘Update’. The change of PIN is effective immediately.
Q. Can I cancel/close my credit card account through the app?
A. No, to cancel your credit card you can log in to your Virgin Money Online account or call our Customer Care team on 13 37 39.
Q. How do I report my credit card lost or stolen via the mobile app?
A. You can report a card lost or stolen by selecting the ‘Manage Cards’ option from the ‘Accounts’ screen, and then selecting ‘Report Lost or Stolen Card’. You will then need to confirm whether the card is Lost or Stolen and finally select ‘OK’ to confirm the action. This will cause all transactions attempted on the card to be declined, including any recurring payments, balance updates and transfers performed via the app or Virgin Money Online. A new card will sent to your address on file.
If you see any transactions you do not recognise, please contact us immediately on 13 37 39.
Please note, you will be locked out of your account for up to 48 hours.
Q. Can I update/change my personal details via the mobile app?
A. Not at this time, you will have to continue to do that through Virgin Money Online.
Q. Can I use PIN/Fingerprint (touch ID)/Biometric features?
A. Not at this time, we’re looking to add features all the time and hoping to add this soon.