Help Centre

Find answers to the most common questions we're asked about:

 Technical help

When using the Virgin Money online service, the screens keep freezing

This may be happening because the "Temporary Internet Files" folder is reaching its storage limit. Consider clearing the browsing data from your browser and try logging in again.

Problems of this nature may also be caused by malicious software or browser add-ons. Ensure that you regularly run anti-virus and anti-malware, adware & spyware scans to detect and remove potential threats from your machine.

The system asks for the same password character or security question every time

The same character or question will be asked until you answer it correctly or the system is locked out, this is to protect you against fraudsters who may only hold specific snippets of information (also known as 'brute force attacks). This is a security feature of our system that prevents 'brute force' password attacks.

For further information contact Technical Help.

I get a message telling me that the Virgin Money Security Certificate is invalid

This may be because:

Your computer clock/calendar is incorrectly set. To correct your PC clock, double click the clock in the bottom right corner of your screen. Set your date and time correctly then select 'Apply'. If your PC clock does not maintain the correct settings, it may be due to a low/flat CMOS battery on older motherboards.

This kind of message is also experienced with some older browsers - The supplier of your browser may supply an update to install the necessary libraries.

Security details

Passwords play an integral part in your account security and it is imperative that you keep your password protected and do not disclose it to anyone else.

The same applies to your answers to the security questions we ask. Our advice is to commit all of this information to memory. It is vitally important that your security details are not recorded where they can be discovered, or observed, by anyone else. We also recommend that you change your password frequently, as an additional, but valuable security measure.

  • Choose alphanumeric passwords and include special characters; avoid obvious passwords (family names, pet names etc), do not reveal your passwords to anyone else. Avoid writing a password down, if you think someone else knows your password, change it immediately.
  • If you are using the Internet in a public place such as an Internet Cafe, do not leave the PC unattended and ensure that no one is watching what you type.
  • You should not choose or change your personal information if you are in a public place such as an Internet cafe.
  • Make sure you log off from online banking upon completion of your session.
  • Do not respond to e-mails that request personal information such as passwords, including any which appear to have been sent by Virgin Money, we will never request this information from you.

If you suspect that the security of any account has been compromised, contact Virgin Money immediately.

What we do to protect you

We are committed to making our service as safe as possible. Below are some of the ways that we help to protect you:

  • Our Online Services are hosted on a secure encrypted server - Encryption converts your information into a secure format before it is sent over the Internet.
  • Our Online Services automatically log you out if you haven't used the service for 15 minutes - This increases security by limiting the time our online services are available should you forget to log out or leave your computer.
  • Our log-in process includes the need to enter three letters of your password. These characters will be masked on input.
  • If you make a number of incorrect attempts to log-in, we will disable your access - This is to stop fraudsters repeatedly trying to guess your details.

How to protect yourself

In addition to the steps we have taken to protect you, there are a number of ways that you can help to protect yourself:

Personal security information

Passwords play an integral part in your account security and it is imperative that you keep your password protected and do not disclose it to anyone else. The same applies to your Customer ID and your answers to the security questions we ask. Our advice is to commit all of this information to memory.

If you are ever concerned that you may have divulged information or compromised your security details, please contact our helpline on 0345 607 6991.

Last logged on details

Every time you log on to our online services, we display the time and date you last logged on. If you believe that this is incorrect, someone else may have accessed your accounts online and you must contact the Virgin Money helpdesk immediately on 0345 607 6991 or 0191 279 2055. Lines are open 8am - 8pm Monday to Friday, 8am - 4pm Saturdays and 10am - 3pm Sundays.

Using the internet in a public place

Internet cafes are not always secure and sometimes these computers save passwords and other personal information without your knowledge. If you are using the Internet in a public place, do not leave the PC unattended and ensure that no one is watching what you type. You should not choose or change your personal information if you are in a public place such as an Internet cafe.

When you are finished your session, always ensure that you close your browser and log off.

Install security software - Protect your computer with security software that includes firewalls, anti-virus, and anti-spyware software. To be effective, the software should be updated on a regular basis.

Phishing

Some UK banks have become targets of fraudulent e-mail scams, where customers have been requested to provide or confirm their online security details by e-mail. This is referred to as "phishing". These e-mails usually talk about online security and ask you to click on a link and enter your security details into what may look like a genuine website. It's very important you do not use these links and enter your security details. Unfortunately, there is little that Virgin Money, or any other bank can do to stop these e-mails being sent.

This is how Virgin Money would communicate with you:

What we do

Any e-mail we send you will only contain links to features and information or promotions about Virgin Money's products and services, unless you have requested to reset your password. If you have not requested to reset your password and you receive an email supposedly from Virgin Money asking for personal or security information then do not respond and forward it, preferably as an attachment, to report.phishing@virginmoney.com Email opens in a new window. These links are for your convenience and you should always use our full website address directly in order to access your accounts.

What we don't do

We will never send e-mails asking you to provide, update or confirm personal or security information, like your account number, PIN, password or answers to security questions via e-mail. Do not respond to e-mails that request personal information such as passwords, including any which appear to have been sent by Virgin Money, we will never request this information from you. Please forward it, preferably as an attachment, to report.phishing@virginmoney.com Email opens in a new window. We won't be able to reply individually but we do investigate every e-mail to ensure that any fraudulent sites are closed down as quickly as possible.

If you are ever concerned that you may have divulged information or compromised your security details, please contact our helpline on 0345 607 6991*. Lines are open 8am-8pm Monday to Friday, 8am-4pm Saturday and 10am-3pm Sunday.

Intermediaries

Please contact the Intermediary Online Support Team on 0345 602 8348. Lines are open Monday to Friday, 8.30am-6.00pm.*

Further information is available on this, and other security issues from the APACS website www.banksafeonline.org.uk Link opens in a new window. In addition, further information on identity fraud is also available at the CIFAS website www.identityfraud.org.uk Link opens in a new window.

* Calls are charged at your service provider's prevailing rate and may be monitored or recorded.

More information about online security

If you'd like more information about online security, here are few sites which offer advice and provide 'best practice' procedures.

Jargon Key

Firewall / Personal Firewall

A firewall is a device that controls the flow of communications across networks of computers by examining their source, destination and type - and comparing these with predetermined lists of allowed and disallowed transactions.

You need a firewall because once you're on broadband, your computer is continuously connected to the global internet and identified by a unique number - its IP address. So it's potentially visible to anyone else on the network, and malicious users may be able to gain access to it.

The firewall sits between your computer and the internet and permits or blocks connections between your computer and other computers on the net, according to rules defined by you. This can make it much more difficult to launch remote attacks on your computer.

There are two kinds of firewall - software and hardware. A software firewall is a program you install on your computer and a hardware firewall is a physical device that plugs into your broadband router and your computer via cables.

Encryption

Encryption is a way of scrambling information that is transferring between you and Virgin Money through a secure environment. The strength of encryption is measured by the number of bits being used in the scrambling process. The Virgin Money online application can only be accessed by a browser that uses 128-bit encryption (this is currently the most secured). The Virgin Money online application is protected by several layers of security, including two layers of encryption technology. Our encryption algorithm is internationally recognised and has been exposed to public scrutiny for several years with no specific vulnerabilities being exposed. Of course we keep the matter under constant review to make sure we have the highest standard of security for our customers.

Pop-Up Blocking

Programs designed to stop pop up adverts appearing on your screen whilst browsing the Internet.

Application

Software designed to allow computer users to carry out a specific task.

Browser

A browser is used to view web pages. Microsoft Internet Explorer and Mozilla Firefox are popular examples of web browsers.

Cache

A cache is a browser's temporary file storage area. In the case of Temporary Internet Files, when you visit a web page, a copy of that page is placed in the cache. On return to that page it will load more quickly because it is retrieved from your cache rather than the Internet. To see the newest version of the page, select refresh or type a question mark at the end of the URL (Web Address).

Network

A series of computers linked, allowing them to talk to each other. There are two main types of network, Local Area Networks (LAN) and Wide Area Networks (WAN). The Internet works on a WAN as it is made up of a collection of smaller networks linked together.

Proxy Server

A server that sits between a client application such as a Web browser, and a web server. It intercepts all requests to the web server to see if it can fulfill the requests itself. If not, it forwards the request to the web server.

Contacting Technical Help

If you've explored the suggestions on these technical help pages, please get in touch using the relevant phone number for your product on the contact us page.

So we can help you when you call, please have the following information to hand:

  • Details of the problem including any error messages.
  • Your operating system (e.g Windows 8 / MacOS 10.8 / Mavericks ) - older operating systems may not be supported by suppliers but we'll do our best to help.
  • Your internet browser and version number (Internet Explorer 10, Firefox 26, Chrome 31, Opera, Safari).
  • Any browser toolbars you're using (e.g Google Toolbar, CallingID).