Frequently Asked Questions
Is it safe to use Virgin Money Online to manage my Accounts?
We'll always do everything we can to keep your online transactions safe and secure. We've invested in 128 bit SSL technology and we have a range of security initiatives in place that are part of our ongoing commitment to making your online activity as safe as it can be. Find out more about how serious we take the security of your Accounts here.
When can I use Virgin Money Online?
You can use Virgin Money Online wherever you have access to the internet and your mobile phone handy anywhere in the world, 24/7 however it's important to know that we recommend you don't use public or shared computers in places such as internet cafe's. If you do need to use a public or shared computer in an emergency before you submit any information through the website, look for the padlock icon on your browser and that the website address starts with https://, and never let anyone see you enter your login and security details, either on the actual or on-screen keyboard. It's also important to never leave the computer once you've logged in and to completely log out when you've finished using the 'sign out' button.
Remember you can also manage your Accounts over the phone. Just give us a call on 13 37 39 (or +61 2 8288 2222 if you're overseas) and follow the prompts. You'll need your Virgin Credit Card or Virgin Saver Account number and your Telephone Personal Identification Number (TPIN) with you. If you can't remember your TPIN, just give us a call and we'll reset this for you and send you a new one.
How do I view my account activity in more detail?
To view your accounts in more detail, click on the Account name visible on the Account Home page and enter the required One-Time PIN (OTP).
Can I customise the names of my accounts?
Yes, you can customise the names of your accounts. Simply click the 'Manage Accounts Display' link and select the account in the list, then add or edit Account Nicknames.
What Accounts can I manage in Virgin Money Online?
You can manage your Virgin Credit Card and Virgin Saver in Virgin Money Online.
What can I manage in Virgin Money Online?
You can manage many requests once you're logged into Virgin Money Online, from seeing your Account statement to increasing your Virgin Credit Card limit or setting up a Regular Savings Plan. Check out everything you can do by selecting 'Payments & Transfers' or 'Services' from the top navigation.
How do I send an email in Virgin Money Online?
You can send us a secure email by clicking on the 'Messages' link from your 'Home' page or head to the 'My Profile' section from the 'Services' top menu.
How can I obtain a copy of the Terms and Conditions on using Virgin Money Online?
You can find these in the Credit Card Terms & Conditions & Other Important Information’. We recommend that you read these Terms and Conditions carefully so that you're fully aware of how they relate to your use of Virgin Money Online. You can download a copy from our website at any time.
What if I am unable to set up an ATM PIN online or don’t have access to the internet?
The fastest and easiest way to set up your ATM PIN is online, however if you are not able to do it online, just give our Customer Care Team a call on 13 37 39 (or +61 2 8288 2222) and they will be able to send one out to you in the mail. It will take between 5 -7 business days to arrive to you. Please note, you can only change your ATM PIN online.
What do I do if I have forgotten or wish to change my ATM PIN?
You can change your PIN via the following steps:
1) Sign in to Virgin Money Online and select 'My Profile' from the 'Services' menu option (located on the top menu bar)
2) Click on 'My Profile' in the left hand navigation and select the 'Change ATM PIN' option
3) Enter your One-Time PIN (OTP) (if required)
4) On the Change ATM PIN page, enter your new ATM PIN in the field provided, then re-enter it again to confirm
5) Click 'Change PIN' to validate.
What should I do if I think my Account has been compromised?
We take the security of your Accounts very seriously and have put in place measures to protect you however, if for any reason you ever suspect your Account has been compromised in any way, call us immediately on 13 37 39 (or +61 2 8288 2222 if you're outside Australia).
How do I enable Pop-up windows for Virgin Money Online?
If you have troubles with pop-ups being blocked on Virgin Money Online, you can set Virgin Money Online as a trusted Pop-up site using the following steps on Internet Explorer 6 or Windows XP:
- Select the 'Tools' option from the top of your browser window
- Select 'Pop-up' Blocker, and then click on 'Pop-up Blocker Settings'. Type the Virgin Money Online web address with an asterisk at the beginning (e.g.*my.virginmoney.com.au) into the 'Address' of Web site to allow box then click 'Add'
- Click 'Close'.
Do I need to download any special software to use Virgin Money Online?
Virgin Money Online is fully browser-based so no extra software is required however you will need the latest version of Adobe Reader in order to view your statements within Virgin Money Online.
Do you use cookies on Virgin Money Online?
Some helpful cookies are used in Virgin Money Online for your convenience. Cookies allow you to bypass some viewing content, such as the Terms and Conditions each time when logging in, which you would've already read when you applied for your Account. If our Terms and Conditions do change or are updated, we'll let you know when you next login.
Why doesn't the browser BACK or FORWARD command work in Virgin Money Online?
The browser BACK or FORWARD navigation commands are disabled while you're signed in to Virgin Money Online for your security. Please only use the navigation buttons presented within the Virgin Money Online window.
Who should I call if I'm having any issues using Virgin Money Online?
If experiencing an issue using Virgin Money Online we're here to help so just give us a call on 13 37 39 (or +61 2 8288 2222 if you're outside Australia), however to save you time we do ask that you've read the following FAQ's first to see if they address the issue you're experiencing.
How do I register for Virgin Money Online?
You can set up your Virgin Money Online account by clicking 'REGISTER' on the sign on page and follow the steps.
Step 1
Select your Account Type: If you have a Virgin Money Online Saver account, please click on 'Register using my Internet Access Number' and if you have a Virgin Money Credit Card, select 'Register using my Virgin Credit Card' to proceed.
Step 2
Agree to the Terms and Conditions.
Step 3
Provide the required details to authenticate your account.
Step 4
Enter the One-Time PIN (OTP) you will receive via SMS on the mobile number you have registered with us.
Step 5
Create your personal User ID and Password.
Step 6
You'll get confirmation of your registration and you'll be able to log into your Virgin Money Online account.
Are there rules for creating my USER ID?
1. To ensure that your User ID is unique and secure, please follow these requirements when creating your Virgin Money Online
User ID:
- Your User ID should not contain your credit card or ATM card number
- Your User ID is alphanumeric (e.g. qwert145)
- Your User ID must contain more than 8 characters
- Your User ID cannot contain 3 or more consecutive identical characters (e.g. "aaa101", "user999", "abbb10")
- Your User ID cannot contain 3 or more consecutive sequential characters (e.g. "abc007", "user123", "xx789xx")
- Your User ID cannot be your email address or your name.
2. Your chosen User ID will be rejected if it has already been chosen by another user.
Why is my chosen Password rejected? Are there rules for creating my Password?
To ensure the security of your account, please follow these requirements in creating your Password:
1. Your Password should not contain spacing before the first and after the last character of your chosen password.
(e.g. _qwert145_)
2. Your Password cannot be the same as your User ID
3. Your Password must be alphanumeric (e.g. qwert145)
4. Your Password must contain more than 8 characters but no more than 16
5. Your Password cannot contain 3 or more consecutive identical characters (e.g. "aaa101", "pwd999", "abbb10")
6. Your Password cannot contain 3 or more consecutive sequential characters (e.g. "abc007", "pwd123", "xx789xx").
How do I login to Virgin Money Online?
To login to Virgin Money Online, go to the 'Existing Customer' section on our website virginmoney.com.au or just head straight to my.virginmoney.com.au On the Sign on screen, enter your User ID and Password and click 'Sign On'.
How do I activate my card?
To activate your card, simply sign into Virgin Money Online and click the 'Activate your Card' link which will display under your account details on the 'Home' page. Enter the required One-Time PIN (OTP), then select the card you want to activate, click 'Activate', then confirm your card activation on the following screen and you're good to go.
What is Single User ID login?
A Single User ID allows you to login to Virgin Money Online and view and access all of your accounts from any device, using just one single user ID (ensure you know the password to the User ID you select).
Will Single User ID apply to me?
This will apply to you if you currently have multiple Virgin Money Online logins (examples: multiple credit card logins, multiple saver and card logins).
Frequently Asked Questions
- You'll receive your eStatement in your inbox, free, each month
- It will be delivered as a secured PDF attachment for added security
- You can download your PDF eStatement with your personal password
- Your statements will also be stored securely within Virgin Money Online
- You'll be able to access up to 2 years worth of statement history.
How do I register for eStatements?
Important note: This is relevant for Credit Card customers only and you must have an email address registered.
If you are already receiving statement alerts by email, you do not need to register as you will automatically be switched over to eStatements.
1) Sign on to Virgin Money Online and select 'My Profile' from the 'Services' top menu options
2) Select 'Statements' from the left hand menu, then click 'Register/Edit eStatement' from the available options
3) Create your eStatement Password (this password will be used each time your open your eStatement) and agree to the Terms and Conditions. Click 'Next'
4) Confirm your enrollment and click 'Confirm' or update using the 'back' option. Please note that your first eStatements will be available in your next statement cycle.
What is my eStatement Password?
Your eStatement Password gives you access to the secure PDF you'll receive as an attachment with your eStatement email. You will need to enter your default password to access this PDF. For security purposes please make sure you update your default eStatement Password by signing on to Virgin Money Online.
What is my default eStatement Password?
Your default password is your date of birth in the following format DDMmmYYYY (i.e. 10Jan1990).
How do I change my eStatement Password?
Your eStatement Password can be updated through Virgin Money Online
1) Sign on to Virgin Money Online and select 'My Profile' from the 'Services' top menu options
2) Select 'Statements' from the left hand menu, then click 'Register/Edit eStatement' from the available options
3) Click 'Edit' and enter your new eStatement password. Click 'Next'
4) Confirm the update and click 'Confirm'.
How long does it take for my eStatement Password to update?
It will take a maximum of 2 days for your password to update.
How do I update my email address so I receive eStatements?
1) Sign on to Virgin Money Online and select 'My Profile' from the 'Services' top menu options
2) Select 'My Contact Details' from the left hand menu, then select 'Email Update' from the available options
3) Enter your One-Time PIN (OTP) (if required)
4) Click 'Edit' then update your email address. Click 'Update'
5) Then click 'Confirm' to confirm your changes.
What if I can't view my eStatement?
You will need to download Adobe Reader free at get.adobe.com/reader/
Can I still access my statements online?
Yes, you can still access up to 2 years' worth of statements through Virgin Money Online.
What if I don't receive my eStatement?
If we are unable to deliver your eStatement to the email address we have registered then we'll send you an SMS notifying you that your eStatement bounced.
How can I get my eStatement resent?
You can access and download your eStatements through Virgin Money Online. If you want your eStatement resent to your email address send us a secure message request once you've logged into Virgin Money Online or give us a call on 13 37 39.
Who can register for eStatements?
All existing Virgin Money Australia customers are eligible to register for eStatements.
*All Virgin Saver customers will automatically receive e-statements.
Will my eStatements be secure?
Yes, your eStatements will only be available once you are logged into Virgin Money Online which offers the highest level of online protection or protected by your personal password when sent to your email.
Can I activate eStatements for only one Virgin Money account, and paper statements for my other Virgin Money account?
eStatements are automatically activated for all your accounts at the same time, so it's not possible to have different options for various accounts.
*Paper statements are not available for Virgin Saver customers.
How soon can I expect to receive my eStatements?
Your first eStatements will be available in your next statement cycle.
What is the file format of the eStatements?
eStatements are delivered in PDF format. You'll need Adobe Acrobat Reader to view your eStatements on your computer.
Can I view my statements online?
Yes you can view your statements online as well as save or print them. Sign on to Virgin Money Online and select 'View Statements' from the 'Quick Tasks' options on the right side of the screen, and select the statement and date period you would like to view.
How do I make a payment or transfer?
1) Sign on to Virgin Money Online and select 'Payments & Transfers' from the top menu bar options. Enter the required One-Time PIN (OTP)
2) Select a 'To Account' from the drop down list (if the To Account isn't an option, you will need to Add a new Payee first)
*For Virgin Saver Accounts, payments can only be made from your Virgin Saver Account to your Nominated Linked Account
3) Enter the Bill Payment details including Amount and Date. Click 'Next'
4) Click the Bill Payment summary and if all details are correct, click 'Make This Payment'
5) A summary screen will display. If you would like to make another Payment, click 'Make Another Payment'.
What do I do if I make an error when I'm managing a payment or transfer in Virgin Money Online?
To help make sure you don't make an error before submitting we'll remind you on screen before you hit 'submit'. If you do make an error it's important that you give us a call immediately to confirm the correct details on 13 37 39 (or +61 2 8288 2222 if you're overseas).
How do I add a new Payee?
1) Sign on to Virgin Money Online and select 'Payments & Transfers' from the top menu bar options. Enter the required One-Time PIN (OTP)
2) Select 'Manage/Add Payees' from the left hand menu, then click 'Add a Payee' from the available options
3) Click on the 'Search' button and enter the biller code or name in the relevant field and select the correct payee from the search results
4) Enter your customer details and click 'Next'
5) A summary of the details you have entered will display. To confirm they are correct and set up the Payee, click 'Confirm'.
Is there a limit to the amount of funds I can transfer?
Transfers from your Virgin Saver Account to your Nominated Linked Account are subject to a limit of AUD$100,000 per day. Future dated transfers are subject to a $10,000 limit. Please note that you may not transfer funds from your Virgin Saver to your Credit Card Account.
Can I transfer funds from my Credit Card Account?
No, but you may use your Credit Card to pay accounts using the BPAY® facility. Please note some billers do not accept Credit Card payments. Always check your bill for the different payment methods available.
How do I set up regular payments to pay my credit card statement on time each month?
Take the hassle out of making your repayments by setting up a Direct Debit. With Direct Debit Auto Pay your repayments will be automatically deducted each month from the bank account of your choice so you'll never have to worry about them.
To set this up, log in to Virgin Money Online, head to 'Payments & Transfers' then 'Manage Payments & Transfers' and then 'Manage/Add Direct Debit'. Click on the link to add a new Direct Debit and then download the 'Direct Debit Auto Pay application form'.
Can I make Funds Transfers with my Virgin Accounts?
You can make Funds Transfers between your Virgin Saver and Nominated Linked Account and whilst you can't make transfers from your Virgin Credit Card, you can make BPAY payments, as long as you have funds in your Account and the biller accepts BPAY®. We recommend you checking that the other institution accepts BPAY® from Credit Cards. If any of your other institutions provide online banking, you can make your Virgin Credit Card repayment via BPAY®. Our BPAY® number is 49551 and your customer reference number is your 16-digit Virgin Credit Card number.
Can I use BPAY® from my Virgin Saver?
Sorry, BPAY is only available with Credit Card accounts.
Are there any minimum or maximum amounts I can transfer between my Virgin Saver and Nominated Linked Account?
Yes, Transfers from your Virgin Saver Account to your Nominated Linked Account are subject to a limit of AUD$100,000 per day for automatic transfers.
Future dated transfers are subject to a $10,000 limit.
For higher amounts you can request a manual transfer by completing the online form found in the payments and transfers section of Virgin Money Online.
How will I know that my transfer between my Virgin Saver Account and Nominated Linked Account has been successful?
Any transfers you make between your Virgin Saver and Nominated Linked Account will show as a 'debit' immediately. The funds should appear in the other account by the following business day.
How do I make a BPAY® payment with my Virgin Credit Card in Virgin Money Online?
1) Sign on to Virgin Money Online and select 'Payments & Transfers' from the top menu bar options. Enter the required One-Time PIN (OTP)
2) In the 'To Account' drop down list select the 'Ad-Hoc Bill Payment' if it's a one off payment or click on 'add a payee' if it's a recurring payee (see 'How do I add a new Payee?' question above)
3) Enter the Bill Payment details including Amount and Date. Click 'Next'
4) Click the Bill Payment summary and if all details are correct, click 'Make This Payment'
5) A summary screen will display. If you would like to make another Payment, click 'Make Another Payment'.
How long does it take for a BPAY® to be received by the Payee?
If you make a BPAY® on your Virgin Credit Card by 4pm AEST (Australian Eastern Standard Time) it should be received by the payee the next working day.
How will I know that my BPAY® payment was successful?
If you use BPAY® on your Virgin Credit Card it will show on your Account as a 'debit' within 2 working days. You can also contact the biller directly to confirm if they've received it. So that you know BPAY® is only available from your Virgin Credit Card and not your Virgin Saver Account.
Why is the biller I want to pay not on the BPAY® list?
Only registered BPAY® billers which accept credit card payments are listed in Virgin Money Online. If you receive an error message, you may need to verify you biller's details or check that you biller accept credit card payments on bpay.com.au
How secure is Virgin Money Online?
We take the security of your Accounts very seriously and, if for any reason you ever suspect your Account has been compromised in any way, call us immediately on 13 37 39 (or +61 2 8288 2222 if you're outside Australia).
How we protect your Accounts?
We'll always do everything we can to keep your online transactions safe and secure. We've invested in 128 bit SSL technology and we've a range of security initiatives in place that are part of our ongoing commitment to making your online activity as safe as it can be. When using Virgin Money Online any communications you send to or receive from our secure system are specially encrypted to make sure all of the data stays completely confidential. As soon as you sign in to Virgin Money Online the page will tell you the last date and time you signed in. If you notice any unusual activity, give us a call immediately on 13 37 39.
Added protection?
We use a digital certificate so you can check the identity and authenticity of our websites. You'll find it by clicking the Padlock Icon in the Status Bar at the bottom of the page. When performing certain functions you will also be asked to enter your One-Time PIN (OTP) for added security.
And we're looking out for you 24/7?
Virgin Money Online is monitored by our dedicated team of security personnel around the clock. They consistently look for ways to make our site safer and maintain all of our internet services so they're always available when you want to use them. If you suspect your Account has been compromised in any way, call us immediately on 13 37 39 (or +61 2 8288 2222 if you're outside Australia). You'll find more about online security at the websites of:
How do I cancel my CreditShield Edge insurance policy?
You may cancel your insurance at any time by calling 13 37 39 or by writing to:
CreditShield Edge Administrator - Cancellations
GPO Box 4799
Sydney NSW 2001.
It's important to remember that we will NEVER send you an email with any links in it - if you do receive such an email it's not from us so never click on any of the links.
Can we help you?
If there's anything you'd like to let us know about, we want to hear it. Whether it be about the products we offer, the services we provide you or just a question or request that you may have - we're here to help.
We'd also love to hear about the things you've enjoyed so we can share them with our team and make their day.
Letting us know how we're going means we can continue to offer great products and services that are of value to you, and you can choose a way that suits you:
By Phone: 13 37 39 (or +61 2 8288 2222 if you're calling from outside Australia) 24/7.
Online: Send us a secure message once you've logged into Virgin Money Online. Select messages from your home screen.
By fax: +61 2 8225 5131
In writing:
Virgin Money
Customer Advocacy Unit
GPO Box 5208
Sydney NSW 2001
Contacting us when overseas
If you are overseas, please call us on one of the numbers listed below. So that this call is at no cost to you, please call us reverse charges via the operator in the country your are travelling in.
For declined credit card transactions and Verified by Visa, please call: (international operator number) then request +61 2 8225 0838
For customer service, please call: (international operator number) then request +61 2 8288 2222.
Please ensure your mobile number is up to date as your primary contact number before you travel, this includes if you have an international mobile whilst overseas.