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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 Online Service. This is the easiest way for additional card holders to manage the account.

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What to do if you're worried about making payments

If you are worried about not being able to make your next payment in the short term, then you may be eligible for a payment holiday.

Please complete this short form to request a payment holiday.

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 are worried about not being able to make your next payment in the short term, then you may be eligible for a payment holiday.

Please complete this short form to request a payment holiday.

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 are worried about not being able to make your next payment in the short term, then you may be eligible for a payment holiday.

Please complete this short form to request a payment holiday.

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

You will have nothing to pay for three months.

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 return payment fee, we’ll refund it straightaway.

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

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. Or, you can make payments using Online Service.

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 contact you before your payment holiday ends to confirm what you need to do.

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

We're glad we were able to help you with a payment holiday. We now need you to complete our online form to let us know if you can start making at least your minimum payment again.

At the end of the payment holiday, you’ll need to make at least your minimum payment - this will be shown on your statement. But if the information you provide in the online form changes anything, we’ll be in touch. That's why it's important to tell us if you can't make future payments as soon as possible. It'll help us review your situation and understand how we can support you.

You won’t be charged any default fees for one month after your payment holiday ends. But please be aware that any late or missed payments could affect your credit file. We’ll still charge fees for other things like balance transfers, money transfers and any annual card fee.

If you're worried you can't make payments, please complete our online form. This is the best way to let us know if you need any further help.

You won’t be charged any default fees for one month after your payment holiday ends. But please be aware that any late or missed payments could affect your credit file. We’ll still charge fees for other things like balance transfers, money transfers and any annual card fee.

Please complete our online form - this is the best way to let us know if you need any further help.

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.

You can also use Online Service to manage your account, including manage your credit limit.

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

For further help you you can send us a secure message using Online Service. Once you have signed in, select Services, there you will see Send Message.

It's quick and easy to get back online, you will need your Credit Card to reset your Online Service access.

If you have forgotton your Customer ID, you can get a reminder here Link opens in a new window. Once you enter the requested details we will send you a reminder to your registered email address.

If you have forgotton your Password or Passcode, you can reset these here Link opens in a new window. We will send you a 6 digit One Time Access Code to your registered mobile phone to get you back into your account.

If you would like more information about our online service and how to sign in, check out our support guides.

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.

In Online Service – as the balance in Online Service doesn’t include transactions made in the last day or so, you can ask for a credit balance refund by sending us a secure message. To send a message, go to Services and select Send Message. Please include your bank details in the Secure Message. Please be aware that these requests are actioned within 5 working days, we will send you an email when there is a reply in Online Service so you know the request has been completed.

If you’ve not yet registered for Online Service, or would like help signing in, you can find more here

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.

Travel, holidays and events cancelled due to coronavirus

Firstly, you should contact the company you booked through. This is the fastest way to understand what to do next and what you’re entitled to. It's also important to check the terms and conditions of your booking, as well as the cover on your travel insurance. See our Travel Insurance FAQs for more information.

Make sure you allow enough time for the company to send you a refund. Everyone has been impacted by the Coronavirus pandemic, so it may take longer than usual for refunds to be processed and/or customers to be contacted. We suggest you allow at least 30 days before raising a claim. Don't forget to check your account too as some companies may process your refund automatically.

If the date of your travel or event has passed and you haven’t heard back from the company, we may be able to help you recover some, or all of your money. For more information, and to raise a claim for travel, holidays or an event impacted by Coronavirus please visit our support page.

If you need help with a refund or claim for goods or services not related to travel, holidays or events cancelled due to the Coronavirus pandemic, you can write to us at:

  • Virgin Money Credit Card address: PO Box 10234, Wigston, LE18 9FA
  • Virgin Atlantic Credit Card address: PO Box 10609, Wigston, LE18 9FA

Please include a covering letter with the following information:

  • Your Virgin Money or Virgin Atlantic Credit Card number.
  • Amount and date of the transaction or purchase.
  • Name of the company and details of your purchase or transaction.
  • Reason for your dispute and or refund request.

You should also include any relevant documents (i.e. receipts or emails which confirm your transaction and any contact with the company you made the purchase through). We will keep you updated as we process your claim.

Everyone has been impacted by the Coronavirus pandemic, so it may take longer than usual for refunds to be processed and/or customers to be contacted. We suggest you allow at least 30 days for your refund to be processed. Please check and only look to make a claim with us after this time has passed. Some companies may wait for the date of your travel/event to have passed too.

If you haven’t received the refund you were expecting, you should try to get in touch with the company you booked with. If you haven’t heard back from them or they’re refusing to refund you, we may be able to help you recover some, or all of your money.

For more information on how to raise a claim for travel, holidays or an event impacted by Coronavirus please go to our support page.

Making changes to your personal details

You can update your email address via Online Service. Once you've signed in, select Services, there you will see Manage your profile and update email address.

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

To update your mobile number sign into Online Service and send us a secure message, please include the current number we have on our records and the new number that you wish us to use going forward.

We are very busy supporting customers at the moment, please have patience while we process your request.

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

You can update your email and home address via Online Service. Once you've signed in, select Services, there you will see Manage your profile, update email address and update address.

Your home address will be changed immediately, however any correspondence recently produced may be sent to your previous address.

To update your mobile or landline telephone number sign into Online Service and send us a secure message, please include the current number we have on our records and the new number that you wish us to use going forward.

We are very busy supporting customers at the moment, please have patience while we process your request.

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

You can update your home address via Online Service. Once you've signed in, select Services, there you will see Manage your profile, update address.

Your address will be changed immediately, however any correspondence recently produced may be sent to your previous address.

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

Managing your credit limit

If you wish to request an increase to your credit limit you can do this via Online Sevice. Here you can submit a request, while it is not guaranteed, we will do our very best to accomodate your request.

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

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