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Coronavirus support for Virgin Money and Virgin Atlantic Credit Card customers

Frequently Asked Questions


If you've been affected by coronavirus and are worried about what this might mean for you, there are things we can do to help.

We have detailed answers to the questions we're currently getting asked the most below. We'll keep this page updated as the situation changes.

The Virgin Money Credit Card app is the easiest way to stay in control of your credit card - make payments, see your statement, track your balance and transactions. You can also access your account and view your PIN in the app. This is the easiest way for additional card holders to manage the account.

General enquiries

What to do if you're worried about making payments

If you're worried and would like support please contact us. We can discuss your account and explain what options are available to you. We know this is not an easy situation to be in and we want to help.

If your circumstances have changed, or if you have multiple creditors, you may want to consider getting free independent financial advice or help on dealing with your creditors from one of the following agencies;

If you're worried and would like support please contact us. We can discuss your account and explain what options are available to you. We know this is not an easy situation to be in and we want to help.

If your circumstances have changed, or if you have multiple creditors, you may want to consider getting free independent financial advice or help on dealing with your creditors from one of the following agencies;

Payment holidays

Following the Coronavirus outbreak payment holidays were introduced as a temporary solution to help our customers. The deadline for applying for a new payment holiday was 31st March 2021. As this deadline has passed, we can no longer offer new payment holidays.

If your initial payment holiday is not due to end until after 31st March 2021, you can still apply for a payment holiday extension (up to a maximum of 6 months). All payment holidays need to have finished before 1 August 2021.

Contact us if you are worried about not being able to make your next payment or about your finances in general. We can discuss your account and explain what options are available to you.

If you have had a change in circumstances, or if you have multiple creditors, then you may want to consider getting some free independent financial advice or help on dealing with all your creditors from one of the following agencies;

Payment holidays were a temporary solution made available during the Coronavirus outbreak. The deadline for applying for a payment holiday or a payment holiday extension was the 31st March 2020. As this deadline has passed, we can no longer offer payment holidays or payment holiday extensions.

If you are worried about not being able to make your next payment or your finances in general, please contact us. We can discuss your account and explain what options are available to you.

If you have had a change in circumstances, or if you have multiple creditors, then you may want to consider getting some free independent financial advice or help on dealing with all your creditors from one of the following agencies;

If you have resumed your minimum payments following a payment holiday but have not yet benefitted from the maximum 6 months available, you have until the 31st March 2021 to apply for a payment holiday extension.

If your initial payment holiday is not due to end until after 31st March 2021, you can still apply for a payment holiday extension (up to a maximum of 6 months). All payment holidays need to have finished before 1st August 2021.

Contact us if you're worried about not being able to make your next payment or about your finances in general. We can discuss your account and explain what options are available to you. 

Your payment holiday didn't affect your credit rating, but lenders may look at your account and payment history when making decisions about your credit in the future.

After the 31st March 2020, any further support provided may be reported on your credit file and this will be discussed with you before any changes are made to your account.

During a payment holiday, your minimum payment is set to £0.

During this period, your statements might say a higher minimum payment is due but ignore that – your minimum payment will be £0. Your payment holiday won’t affect your credit file.

We’ll stop your Direct Debit for your payment holiday. If we can’t do that in time for the first month of your payment holiday, then we’ll get in touch separately to tell you to cancel it with your bank. If you’re charged a returned payment fee, we’ll refund it straightaway.

At the end of your payment holiday, your Direct Debit will be reinstated and we’ll automatically take your new monthly payment. If we asked you to cancel your Direct Debit, or you cancelled it, you’ll need to set it up again.

You can set this up via our Mobile App. Don’t have our mobile app? Head to the App Store or Google Play and search for Virgin Money Credit Card.

Please ensure you check your statement so you know when we will take the payment.

If we’ve given you a payment holiday and your Direct Debit is due within the next 5 days, you will need to cancel this at your own bank for this month's payment only. Just to let you know, you may also be charged a returned payment fee for doing this. If this happens, please don't worry, this will be refunded to your account automatically.

If you have not received this SMS no action is necessary, we will suspend your Direct Debit for you.

You will need to cancel your standing order at your bank. If you wish to continue to pay by standing order when your payment holiday ends, you will need to set up the regular payment again.

Don’t forget to check your statements so you can keep track of your account and when your payment holiday ends.

You can set this up via our Mobile App. Don’t have our mobile app? Head to the App Store or Google Play and search for Virgin Money Credit Card.

If you’re charged interest, this will continue as normal. Any interest will be added to your balance and you’ll have to pay interest on it at the standard rate for that type of transaction. You can find a table of interest rate charges on your statement. This may mean it takes longer and costs more to repay what you owe.

You can still make payments during your payment holiday. And if you do, there will be less interest to pay at the end of your holiday. Our Virgin Money Credit Card mobile app is the quickest and easiest way to do this. If you haven’t done so already, you can download it on the App Store or Google Play.

If you have a promotional rate or you don’t currently pay interest, that won’t change. The end date of your promotional rate will stay the same.

There won’t be any default charges during your payment holiday. But we’ll still charge fees for other things like balance transfers, money transfers and any annual card fee.

Unless we’ve told you otherwise, you’ll still be able to use your card.

If you’ve asked for a payment holiday for more than one account, we’ll get in touch with you separately about each account.

The payment holiday means we’re changing your minimum payment calculation. If you’re happy with this, you don’t need to do anything. If we don’t hear from you, we’ll assume that’s the case.

However, if you change your mind and want to cancel the payment holiday or if you’re unhappy and would like to talk about your options, please get in touch with us. We’re here to help 8am – 8pm Monday to Saturday and 10am – 5pm Sunday. You can also close your account at any time.

Virgin Money Credit Card customers can call us on 0800 011 3210*.

Virgin Atlantic Credit Card customers can call us on 0800 085 3210*.

*Calls to 0800 numbers are free from personal mobile phones and residential UK landlines. Calls will be monitored and recorded.

At the end of your payment holiday, your minimum payment calculation will go back to normal (unless we’ve told you differently or you’ve agreed a higher minimum payment to repay your balance faster).

Your minimum payments may seem higher than before. This is because any interest and fees that have been added to your account during your payment holiday will be included as part of your balance.

We'll write to you around four weeks before your payment holiday ends to confirm when your next payment is due.

We'll write to you around four weeks before your payment holiday ends to confirm when your next payment is due.

At the end of the payment holiday, you’ll need to make at least your minimum payment - this will be shown on your statement.

If you are worried about not being able to make your next payment or your finances in general, please contact us. We can discuss your account and explain what options are available to you.

If you have had a change in circumstances, or if you have multiple creditors, then you may want to consider getting some free independent financial advice or help on dealing with all your creditors from one of the following agencies;

If you have resumed your minimum payments following a payment holiday but have not yet benefitted from the maximum 6 months available, you have until the 31st March 2021 to apply for a payment holiday extension.

If your initial payment holiday is not due to end until after 31st March 2021, you can still apply for a payment holiday extension (up to a maximum of 6 months). All payment holidays need to have finished before 1st August 2021.

Contact us if you're worried about not being able to make your next payment or about your finances in general. We can discuss your account and explain what options are available to you. 

The way we calculate your minimum payment will be the same as it was before your payment holiday, unless you’ve agreed to increase your minimum payments to pay off your balance quicker.

Your new minimum payments may seem higher because you’ve been charged interest - which has been added to your balance - or you’ve continued to spend on your card.

Managing your account

Our mobile app is the easiest way to manage your account. You can make a payment, view your statements, freeze your card and set up or amend a direct debit.

Don’t have our mobile app? Head to the App Store or Google Play and search for Virgin Money Credit Card. View further information on how to download our app.

Your account must be in credit before you can request a refund. If you have a credit balance on your credit card account, we can return this to your bank account in one of the following ways:

In the mobile app – the fastest way to get your credit balance is by completing a Money Transfer in the app. If your account is in credit and you don’t use your card until the money is in your bank account, then the interest and fees disclosed in the app will not be charged.

  • First, confirm your up to date credit balance on the main summary page in the app. This will take in to account any recent spend and it’s only this amount you can transfer
  • Go to Payments and select Money Transfers.
  • Select the first rate option, agree to the terms, and enter the transfer amount, and your bank details. Please note this must be an account held in your name.
  • Follow the steps on screen, including entering your Mobile App password. This is the password you setup when you first downloaded the app- don't worry if you can't remember, you can reset it in the app, you’ll need your card to hand. Once you’ve confirmed your password the transfer will be completed. Money will be in your bank account by the end of the next business day for any transactions completed before 4pm. E.g. If you process a transfer on Friday at 3pm, the funds will be in your bank account by the end of the business day on Monday.

We are sorry to here you wish to close your account.

For your account to be closed we need you to call us, however due to global impact of Coronavirus our team is extremely busy at the moment. To support our colleagues and help us service calls from customers who urgently need our help, please can we ask you to only contact us at this time if your request is urgent. You can find contact details and opening hours here.

Alternatively you can send us a secure message via Online Service. Please note you can only close your account if your balance is at zero. If you need to make a payment, or you require a refund because your account is in credit, this will need to be processed before the account can be closed.

If you’ve not yet registered for Online Service, or would like help signing in to your Credit Card account, you can find more here.

Making payments

Our Virgin Money Credit Card mobile app is the quickest and easiest way to manage your account - you can download it via the App Store or Google Play, just search for Virgin Money Credit Card. You can find out more information about our app here.

You can also make payments via Online Service.

If you’ve not yet registered for Online Service, or would like help signing in to your Credit Card account, you can find more here.

Here are the payment options available

Transfer money from your bank current account – To make an electronic payment you will need to use sort code 40-64-25, bank account number 41320424 and quote your 16 digit Virgin Money Credit Card Number as the payment reference.

Direct Debit – You can make payments by Direct Debit on a monthly basis, the Direct Debit will collect on your monthly due date. You have the option to pay the minimum payment, a regular fixed payment or the full statement balance. Please remember your Direct Debit will be collected regardless of any additional payments made. You can set up or amend a Direct Debit online by logging on to Online Service or in our mobile app.

Please Note – If a statement has already been produced and you set up a Direct Debit online. The Direct Debit will not take effect until the following month.

Debit Card – You can make a one-off debit card payment via our mobile app or Online Service by choosing ‘Payments’ from the menu, then ‘Pay by Debit card’ and following the instructions on screen.

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