Confirm your identity

This should be a letter you've received from a trusted source, and it must clearly show your current address. For example:

• Bill (utility or council tax bill)

  Utility bills must be from the last 3 months. Your latest council tax bill or annual bill can be from the last 12 months.

• Bank statement

  From the last 3 months showing transactions. We can't accept statements from other Virgin Money accounts.

• Mortgage statement

  From the last 12 months.

• Benefits or state pension letter

  From the last 3 months and for benefits currently being paid.

• Insurance certificate

  Must be for a current insurance policy, and not for temporary cover.

Mitek uses your:

• photo ID
• photos of your face
• name
• date of birth

Mitek checks whether your photo ID is genuine and compares it with photos of your face. Mitek then sends us the result of the check.

Virgin Money keeps a record that the check took place and the result.

Read our privacy policy

Read Mitek’s privacy policy Link opens in a new window

How long Mitek keeps your photos depends on why you’re confirming your identity.

If you’re opening an account

Mitek keeps photos of your ID and face for up to 7 days, then deletes them.

If you’re registering the app

Mitek keeps the image of your photo ID for up to 7 days, then deletes it.

Mitek stores the photo of your face for up to 3 years. They may use this photo if you register another device or need to confirm your identity again.

To continue with the identity check, you must agree to Mitek:

• using photos of your face to confirm your identity
• storing a face photo for future identity checks

Mitek may use the stored photo when you register another device or need to confirm your identity again.

Withdrawing your consent

You can withdraw your consent after you’ve registered.

This won’t stop you using digital banking. If you register another device later, you’ll need to use an activation code sent by post.

To withdraw your consent, call us or visit a branch.link takes you to branch finder page

0800 678 3654

Monday to Friday, 8am to 6pm
Saturday, 9am to 1pm

Calls may be recorded for training and quality purposes.

03 numbers
Same as calls to 01 or 02 numbers and they are included in inclusive minutes and discount schemes in the same way.

084 numbers
Maximum of 7p per minute, plus your phone company's access charge.

087 numbers
Maximum of 13p per minute, plus your phone company's access charge.

0800 numbers
Free from UK landlines and personal mobile phones.

Calls may be recorded for training and quality purposes

Someone you trust can help you position your phone and follow the instructions.

For your security, they must not:

• complete the identity check for you
• appear in the photos
• see your password, PIN or any one-time passcodes

If you still can’t complete the check, there may be another way to confirm your identity. What you can do depends on whether you’re opening an account or registering the app.

If you’re opening an account, contact us during your application and we’ll send you an activation code in the post.

If you’re registering the app, choose the option to be sent an activation code by post.

Check that:

• it’s one of the identity documents we accept
• you’re using the original document
• it’s in date and undamaged
• all 4 corners of the document are visible
• the details and photo are clear
• there’s no glare or shadow
• nothing covers the document

If it’s still not accepted, you can use an activation code sent by post instead.

You’ll need to use another identity document that’s in date.

If you don’t have one, you can use an activation code sent by post instead

You can use another accepted identity document or an activation code sent by post.

Try again and:

• clean the camera lens
• move somewhere well lit
• make sure your whole face is visible
• hold the device level with your face
• follow the instructions shown in the app

If the check still does not work, you can use an activation code sent by post instead.

Check that:

• the mobile number shown is correct
• your device has a mobile signal

Wait a few minutes, then request another code.

Contact us before trying to register again.

We may need to update your details or carry out extra security checks.

You can close the app and come back later.

When you return, the app will use your previous choice to take you to the right part of the registration journey.

Check that:

• the Virgin Money app has permission to use the camera
• your internet connection is working
• the app and your device software are up to date
• no other app is using the camera

Close and reopen the app, then try again.

If you have started the letter journey but have not finished registering, you can return to the app and use the identity check instead.

If you have already registered using a code sent by post and want to use the identity check later, you’ll need to delete the app and register again.