Frequently Asked Questions

If you’ve forgotten your User ID or Password you can reset them by clicking on ‘Forgot your User ID or Password?’ from the sign on page. You will need to have your date of birth, credit card details (card number, expiry date and CVV number) ready as well as your mobile phone handy so we can identify you with a One Time PIN and allow you to reset your Password.

If your User ID and Password fail to match after multiple consecutive sign-on attempts, your online account access will be blocked. To regain access, select the ‘Forgot your User ID or Password?’ link below.
You will need to have your date of birth, credit card details (card number, expiry date and CVV number) ready as well as your mobile phone handy so we can identify you with a One Time PIN and allow you to reset your Password.
For further assistance, please call our Customer Care Team on 13 37 39.

Here's how to change your Password:

1. Sign on
2. Choose Services, My Profile and Change Password on the left navigation menu.

Go to: Sign on to Virgin Money Online

Here's how to change your Password:

1. Sign on
2. Choose Services, My Profile and Change User ID on the left navigation menu.

Go to: Sign on to Virgin Money Online

Yes, there are guidelines you can follow when creating your User ID and password and ways to protect them after the fact.

Choosing a good user ID.

Here are a few tips to help you select your 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 length must be 5 to 60 characters
• Your User ID must contain letters and at least one number
• You cannot use spaces or special characters like @._
• Your User ID must not have more than two consecutive identical characters e.g.: aaa or 111
• Your User ID must not have more than two sequence characters e.g.: abc or 123’

2. Your User ID can’t be made of your name or email address.

3. Your chosen User ID will be rejected if it has already been chosen by another user.

Choosing a good password

Do not select a password which represents your birth date, or is a recognisable part of your name. If you do so, you may be liable for losses resulting from unauthorised transactions

These tips make it difficult for others to guess your password and help protect your account.

1. To ensure that your password is secure, please follow these requirements:

• Password length must be 8 to 16 characters
• Password must contain letters and at least one number and cannot contain spaces
• You can use special characters like @._&:%!#?/+=
• Password must not have three identical characters e.g.: aaa or 111
• Password must not have three sequence characters e.g.: abc or 123’

Examples

Good Passwords	Bad Passwords
5occerfan1963	jimmy1234 (while your ID is jimmyinjersey)
mar23mbbd	Fido111 (pet's name)

2. Password and Account Protection. There are several ways to protect your password.

• Make it memorable. Pick something you’ll remember. Also, since this will be the password you need to access your accounts, take the time to think of a good strong one.
• Change it periodically. Make sure to change your password from time to time using the Change Password link below. If you ever suspect that someone may have your password, don't take chances and change it immediately.
• Don't share it. No one representing the Virgin Money family of companies will ask for your password in any way other than through the secure Web form on our Web site. And you should never give it to anyone who asks for it via e-mail, phone or any other medium--even if they say they're from Virgin Money.
• Always sign off. End your session properly by selecting "sign off" and then closing the browser window--especially if you're using a PC at an Internet cafe or other public place.
• Update your browser. If a security update becomes available, it's a good idea to install it.

An IAN or Internet Access Number is issued for accounts without debit card access, such as the Virgin Money Online Saver. An IAN is required to register for Virgin Money Online and will be sent via SMS once your account is open.