FAQs

Have a question? We've got the answer. 


General

  • 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.

  • Which accounts have access?

    You’ll get access to Virgin Money Rewards with any of the following accounts: 

    With a Virgin Money Go Account you can earn Standard Points on settled purchases (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. 

    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.

    With a Virgin Money Anytime Rewards Credit Card, you can earn 1 Virgin Money Point for each dollar spent on eligible transaction.19

    * From 26 September 2024, Virgin Money Grow Saver accounts will no longer be eligible to participate in the Virgin Money Rewards Program

  • Is Virgin Money Rewards the same as Velocity?

    Virgin Money Rewards is a unique Rewards platform for Virgin Money customers with eligible products. We have many different ways to earn points and reward yourself. However, if you love earning Velocity Frequent Flyer points too, you have the option to transfer your Virgin Money Rewards points for Velocity points (or one of several other travel partners) in the Rewards Hub of the Virgin Money app.  

    1. Log into the Virgin Money app
    2. Click on 'Rewards'
    3. Select 'Redeem'
    4. Click on 'Transfer points to your travel program'
    5. Select your preferred travel program
    6. Convert your points instantly7
  • When are Virgin Money Rewards Points credited to my account?

    Virgin Money Points are generally credited to your account within 24 hours of the transaction settling (not pending), however may take up to 5 business days in some cases. Here’s what you can expect:

    • Standard Points from your eligible everyday spend on your Virgin Money debit card or Anytime Rewards Credit Card will generally take 24 hours and can take up to 5 business days on rare occasions.
    • Bonus Points earned through Hotel Bookings will be posted to your account after your stay with the Hotel. This may take up to 5 business days from the conclusion of your stay.
    • Bonus Points earned through Virgin Money Perks (a special offer from Virgin Money) will be posted to your account in line with the offer's terms and conditions, typically when the offer's eligibility criteria have been fulfilled. These are generally within 24 hours, but can take up to 5 business days.
    • Bonus Points earned through our Partner Offers will be posted to your account in line with the offer's terms and conditions, typically when the offer's eligibility criteria have been fulfilled. These are generally within 24 hours, but can take up to 5 business days.
  • Do my Virgin Money Points expire?

    There’s no 'use-by' date on these points while you have an active eligible Virgin Money Account with us. If you don't earn or redeem a point for a period of 2 years then your points will expire after the 2 year period. If you close all your accounts the points you earned will expire within 3 months of closing and you will only be able to redeem any remaining Points as an eVoucher (gift card) within that period.


Earn

  • How do I earn points?

    We love to give, so there's heaps of ways to earn points:

    • If you hold a Virgin Money Go Account, you will earn 8 Virgin Money Standard Points for every: 
      • settled (not pending) purchase using your debit card, 
      • direct debit 
      • BPAY transaction
      • Cash out from a merchant’s point of sales terminal.
    • If you hold an Anytime Rewards Credit Card, you will earn 1 Virgin Money Point for each dollar spent on eligible transactions19.     
    • 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)
    • 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 criteria. (T&Cs apply) New customers only.       
    • Earn 80,000 Bonus Points when opening a new Virgin Money Anytime Rewards credit card and meeting the welcome offer criteria. (T&Cs apply)
    • 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.

  • Does the way I earn points change if I share the account?

    In most cases, if you hold a joint Virgin Money Go Account, most points will be split down the middle between you and your mate. For example, you will each earn 4 Virgin Money Points per settled purchase, direct debit or BPAY payment on your Go Account and cash outs from a merchant’s point of sales terminal the next month.

    If you earn Bonus Points through one of our partner offers with your Go Account, the joint account holder who made that purchase will receive all the Bonus Points.

    If you are an additional credit cardholder, the Virgin Money Bonus Points that you earn will be credited to the primary card holders account, if the primary card holder is enrolled for Virgin Money Rewards.     

  • Will I still earn Velocity Points on my Flyer and High Flyer credit card and other products with Virgin Money?

    Yep, if you’re currently earning Velocity Frequent Flyer Points on a Virgin Money Flyer and High Flyer Credit card, Home loan*, super or insurance, you’ll continue to do so, just as you do today.

    Want Virgin Money Rewards on top of that? Simply take out one of our eligible Virgin Money accounts to get earning.

    Your eligible everyday spend will still get you closer to your travel goals: you can choose to transfer your Virgin Money Rewards Points to Velocity Points. (T&C's apply)

    *If you make a material change to your home loan including a restructure and/or opening a new loan account on or after 25 May 2020, you may no longer be eligible to earn Velocity Points. Please contact our Customer Care Team on 13 81 51 to discuss any changes you are considering.

  • Will I earn points if I’m an additional credit card holder?

    Yes, if you are an additional credit card holder of a Rewards eligible credit card, you will be enrolled to participate in the Virgin Money Rewards Program. Virgin Money Points earned when you make an Eligible Transaction as an additional credit card holder will be credited to the Primary Cardholders Rewards account (these points will not be credited to your Rewards account).

    Bonus Points earned through Virgin Money Card Linked Offers will be allocated to the Primary Cardholders Rewards account. As an additional credit card holder Bonus Points earned through Online Only Offers* will be allocated to the Rewards Account held in your name.

     

    See the below table for clarification on who will receive the points on purchases made by the additional cardholder:

    Purchase type made by additional cardholder

    Who will receive the points?

    Standard Points for everyday spend

    Primary cardholder

    Bonus Points for Card Linked Offers

    Primary cardholder

    Bonus Points for Online Only Offers*

    Additional cardholder

     

    The primary cardholder can use the ‘Share your points’ option in the Redeem section of the Rewards Hub to share some love with another person who holds a Rewards account.

    *This applies only to online offers where you are required to make a purchase by using a specific website link and are not required to use your Virgin Money debit or credit card.

  • How can I earn points when doing my shopping?

    You can choose from a wide range of personalised online offers from Virgin Money Partners.

    1. Log into the Virgin Money app
    2. Click on 'Rewards'
    3. Select 'Earn'
    4. Click on 'Partner offers'
    5. Search through available list of instore and online offers
    6. Check out the offer details and start shopping!

    Just remember, each offer has its own terms and conditions and can be found on the detailed screen for each offer.

    To receive Bonus Points simply pay for the transaction as noted in the how it works section and in accordance with the terms and conditions of the offer with your Virgin Money Go Account Visa Debit Card or the Virgin Money Low Rate, No Annual Fee, or Anytime Rewards Credit Cards.  

    Bonus Points will generally be credited to your account within 5 business days – it’s that easy. 

    Please note: Card transactions that are pending won’t receive Bonus Points until the transaction has been cleared in your account. As soon as this happens, you’ll typically receive the Bonus Points within 24 hours, but these may take up to 5 business days.

  • Why can’t I see any partner offers?

    You’ll need to wait 24 hours after signing up to see all the offers you are eligible for. And remember, only Virgin Money Go Account and eligible credit card accounts are able to access all partner offers. If you are a Grow Saver Account* or Boost Saver Account holder, you’ll still get access to a range of specific offers communicated to you from us.

     

    *From 26 September 2024, Virgin Money Grow Saver accounts will no longer be eligible to participate in the Virgin Money Rewards Program.

  • Can I earn points for referring a friend?

    Yes - If you are an existing Go Account customer, you can refer a friend and you will both earn Bonus Points   when your friend creates a Virgin Money Go Account using your unique referral code and they meet the current Welcome Bonus Criteria (see offer T&Cs that apply).

    To share the love, head to the Rewards Hub in the app, then click on the ‘Refer A Friend’ offer to generate your unique referral link and share this with your friends. It’s that easy.

    Your Bonus Points will be allocated within 5 business days of your friend meeting the eligibility criteria. Just remember your friend’s transaction needs to be settled (not pending) in their account before the points will be allocated.

    While there isn’t a limit on how many people you can refer, you will only receive Bonus Points for the first five (5) successful referrals you made in any month. That’s a total of 25,000 Bonus Points each month! Not bad, hey?

  • How can I start earning Rewards Points on my new Anytime Rewards credit card?

    We love welcoming new members into the Virgin Money family, so to get you going we’ve cooked up something special. Earn a whopping 80,000 Virgin Money Bonus Points when you meet the criteria for our welcome offer. (T&C's apply)

    See the details of our welcome offer on the Anytime Rewards Credit Card homepage.

  • How do I earn points when booking a hotel?

    You can earn 5 Virgin Money Bonus Points for every $1 spent when you make a hotel booking through Virgin Money Rewards Hub. (T&C's apply)

    Booking is easy

    1. Log into the Virgin Money app
    2. Click on 'Rewards'
    3. Select 'Earn'
    4. Book Travel

    Enter your trip details to browse real-time availability and rates and book the stay that’s right for you. 

    Please note: Hotel bookings must be made at least 24 hours before your check-in date. If you’re booking one room, you can book a maximum of up to four adults and four children. 

    Your points will land in your Points Activity within 24 hours of completing your stay at the hotel. All credit and debit cards are accepted.

  • How will I know that my hotel booking has been confirmed?

    Your booking has been confirmed once you’ve received a confirmation email from us with your itinerary details and a reference number. However, hotels may load our bookings into their own reservation systems at different times. This means that any staff at the hotel may only be able to see your reservation a few days before your travel date. Please keep this in mind if you contact your hotel directly.

    Please note: You will not receive a confirmation directly from the hotel. Your booking confirmation from Virgin Money is all that’s needed. It contains your itinerary details, booking reference and all other important details for your trip. Once you have this you’re all ready to go!

    If your booking is pending confirmation, our team is working on confirming the booking with your chosen hotel. Please sit tight, you’ll receive a notification via email within 24 hours about the status of your booking.

    To view your bookings online, simply navigate to Earn from the Rewards Hub and select ‘Book hotels.’ Once there, select Manage Booking. You’ll be able to find details for all past and future bookings you’ve made via Virgin Money Rewards at any time. Bon Voyage.

  • How many Bonus Points will I earn for my hotel booking?

    When booking a hotel through the Virgin Money Rewards hub you will earn 5 Bonus Points for every $1 you spend.

    The initial pricing shown during the hotel/room search steps of the booking process is rounded up to the nearest full dollar amount. Exact room pricing (including cents) is then displayed on the confirmation step of the booking journey. Your Virgin Money Bonus Points will be calculated off that final booking price.

    Most taxes and fees related to each reservation are already included in the pre-paid cost of the booking. For hotels, certain destinations may require a municipal city tax or resort fee that’s payable at the hotel directly and isn’t included in the pre-paid rate. We’ll flag any locally payable fees provided to us by the travel supplier on the check-out screen and in your confirmation email.

  • What if I need to change or cancel my hotel booking?

    Unfortunately, changes aren’t permitted for hotel bookings. But you may be able to cancel your travel booking and receive a refund, subject to the applicable refund terms.

    Specific cancellation and refund policies are set by each hotel. They may vary for each reservation and are available for your review on the check-out screen and in your confirmation email.

    Hotel bookings may be cancelled online through the Manage Bookings screen. Cash refunds for any amounts settled via a Virgin Money payment card will be processed back to the same card that you used to pay.

  • What if I provided the wrong information for my hotel booking?

    We understand mistakes happen. You can contact our quick and friendly service team at any time via support@loyalty.virginmoney.com.au. We’ll do our best to help you correct your information. However, if your booking is non-refundable, there’s a possibility that the hotel may not agree to make any changes.


  • Redeem

    • 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 and book hotels instantly.

      Note: Redeeming Points is subject to the Virgin Money Rewards Terms and Conditions.

    • How do I redeem my points for cash?

      Turn your cash into points, then your points into cash – now that’s fun! Redeeming your Virgin Money Points for cash is easy.

      1. Log into the Virgin Money app
      2. Click on 'Rewards'
      3. Select 'Redeem'
      4. Click on 'Redeem points for cash'
      5. Link the Virgin Money account that you would like to receive the cash credit
      6. Select the number of points to be redeemed (a minimum of 500 is required and can be made in increments of 500 after that)
      7. Select Redeem and that’s it. Simple.

      We won’t keep you waiting. Cash will be credited within minutes to your eligible chosen Virgin Money account.     

      Like to set and forget? Turn on the auto-redeem feature while you kick back and instantly have your points redeemed for cash in your preferred account each month. Just toggle the auto-redeem switch at the bottom of the ‘Redeem points for cash’ and we will automatically convert your points into cash each month (a minimum of 500 is required and can be made in increments of 500 after that).

    • Can I pay for everyday purchases with points?

      Absolutely! Use the Pay with Points option to redeem your points and pay off any eligible transaction19  made within the last 90 days. Yep  , you can use points to pay for that cheeky purchase like it never happened.

      To use Pay with Points:

      • Head to your Go Account or eligible credit card’s transaction history and toggle on ‘Pay with Points’ so that you’re able to view which of your past transactions are eligible.
      • Select a transaction and click ‘confirm’ to complete the redemption. 

      You can also directly access this feature through the ‘Transaction details’ screen:

      • Tap into your preferred transaction and select the ‘Pay with points’ option, then click ‘confirm’ to complete the redemption.

      Once you’ve confirmed your redemption, you’ll receive a cash credit into your account (within 3 business days) identified as a ‘Paid with points’. Boom. It’s gone.

       

      Note: for credit card customers, only the primary cardholder is able to use the Pay with Points feature.

    • How long will it take to receive my cash credit for Pay with Points?

      If you use Pay with Points on your Go account, your cash credit will be credited within minutes into your chosen eligible Virgin Money account.

      For credit card users this takes a little longer. You’ll usually see your cash credit the next day, but it can sometimes take up to 3 business days.

    • How do I redeem my points for a gift card?

      You can easily redeem your Virgin Money Points to a gift card (eVoucher) via Virgin Money Rewards Hub.

      1. Log into the Virgin Money app
      2. Click on 'Rewards'
      3. Select 'Redeem'
      4. Click on 'Redeem points for gift cards'
      5. Browse gift cards
      6. Select your preferred gift card
      7. Choose the value and boom, it’s yours

      Validity of gift cards varies by merchant. The typical validity period is 3 years from redemption, unless otherwise specified on the check-out screen.

      Please note: All our gift cards are e-vouchers and issued instantly upon redemption and sent to you via email after your purchase. Your Gift card e-voucher is also saved in the Rewards Hub in your Virgin Money app: Simply search under My points history > Redeem.

      Gift cards can be used online or if the merchant has a store, you can use them instore as well by scanning the e-voucher barcode.

    • Can I redeem a gift card for someone else?

      Yes, because sharing is caring. Simply enter the name and email of the recipient directly on the check-out screen. Or you can forward the gift card details to someone else after you’ve received the gift card email to your inbox.

    • Can I return my gift card?

      No, unfortunately all gift card redemptions are non-refundable. Changes and refunds are not permitted. However, if you’re having trouble using your gift card, give us a call on 13 37 39 or send us a chat and we will be happy to help.

    • Can I use my points to travel?

      You bet! As well as booking hotels you can also redeem your Virgin Money Rewards points by transferring them to our Travel Program partners; including Velocity Frequent Flyer, Marriott Bonvoy® and United MileagePlus. (T&C's apply)  

      To redeem your points simply click on ‘Redeem’ in the Rewards Hub and select ‘Transfer points to your travel program.’

      Please note: The Travel Program you are transferring to must be held under the same name as your Virgin Money product. Once transferred the points are usually available within 24 hours, but can take up to 5 business days.

    • Will using Pay with Points or redeem Points for Cash count towards my minimum monthly repayments?

      Using Pay with Points and redeeming Points for Cash is a great way to help pay off your credit card balance, however it’s important to keep in mind that the cash amount reduces the credit card balance but doesn’t count towards your next monthly repayment obligations.


    Need help?

  • How can I review the points activity on my account?

    Your points are always at your fingertips. Simply head to the Rewards Hub in the app, then select your Points balance to access My Points Activity. Here you can view all of the Virgin Money Points that you’ve earned and redeemed. To review the details or the status of any transaction, just tap on the transaction.

  • What can I do if I think my Virgin Money Points weren’t credited correctly?

    You can view more information on each transaction by going to ‘My Points History’ in the Rewards Hub. Locate the points credit you’d like to review in more detail and tap to see the exact calculation of the Virgin Money Points for each posted transaction on your Virgin Money debit card. 

    If you think the points have been applied incorrectly, please contact our Customer Care Team in the app or call us on 13 37 39 and provide the relevant information.

    Helpful details to include:

    • Which offer this relates to
    • Date/amount of purchase made
    • Last 4 digits of card used (if applicable)
    • Where/when the offer was displayed (in app, online, etc.)

     

    Note: If you are an additional credit cardholder Bonus Points earned through Virgin Money Card Linked Offers will be allocated to the Rewards Account held by the primary cardholder if the primary cardholder is enrolled for Virgin Money Rewards.

  • How can I contact Virgin Money?

    If you really do need to talk, give us a call on 13 37 39.

    Prefer to chat? Contact us via 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'