Current accounts questions and answers

This depends on which current account you're applying for. The quickest and easiest way to apply for our M Plus or Club M accounts is online. Or if our M account is what you're looking for, you can apply by phone.

Firstly, take a look and choose a current account that best suits your needs;

• M Plus account
• Club M account
• M account
• M Power Account

When applying for a current account we need to verify your name and address. We'll try to check this digitally first, we can verify most applicants this way.

There’s a list of the identification documents Link opens in a new window we can accept.

Yes! If your current account is with another bank that’s part of the Current Account Switch Service, all you have to do is fill out a simple form and agree a switch date with us. It’ll only take seven working days to switch and is covered by the Current Account Switch Guarantee Link opens in a new window.

With the Current Account Switch Service everything will be done for you. That includes speaking to your old bank to request the switch and the closure of your old accounts. We'll keep you up to speed with how it's going at all times. It couldn't be any easier.

To switch a sole account at another bank to your existing sole Virgin Money current account or to transfer some payments over from that account without closing it, you can do this in the Virgin Money Mobile Banking app Link opens in a new window.

On your Virgin Money Mobile Banking app

1. Open your Virgin Money Mobile Banking app and login
2. Select the current account you want to switch into
3. Near the top right of the screen, tap the Switch to Virgin Money tile and follow the instructions

It should take you no more than a few minutes to submit your request.

If you don’t yet have a Virgin Money current account, but would like to open one and switch in from your old bank, you can choose and open a new account.

If you want to switch or do a payment transfer from a joint account or M Power, call us on 0800 678 3654 (select the switching option). We’re here Mon - Fri 8am to 6pm and Sat 9am - 1pm.

Yes. If you already have an account up and running with us, (where the sort code begins with 05 or 82) we can change that to Club M Account and you can keep your existing sort code and account number. Call us on 0800 678 3654 or visit in store.

It’s easy to pick up where you left off.

You’ll need your customer number or username to sign in to your account. Or if you prefer, feel free to enter your personal details.

If you get stuck, give us a call on:

• M Plus - 0800 121 7365
• Club M - 0800 678 3654

If you’re over 18, we’ll try and identify you electronically. If this doesn’t work, we’ll ask you to provide identification documents Link opens in a new window to open the account. We know it’s not always easy to give us things like passports or utility bills so we’re usually ok with alternatives. If that’s the case, we’ll need to talk to you in Store to understand what ID you can provide.

First of all, please take a photo of your ID. Then, go to the Proof of ID section, choose the items you’re sending and attach the files. We need two pieces of ID - one for your name and one for your address. Check out the documents we’re happy to accept Link opens in a new window.

We may have to get back in touch if the ID can’t be confirmed, so please make sure the photo is clear and we can see the whole document. If you could check we’ve got the right contact details in case we need to reach you, that would be great.

If you don’t have the required documents , we’ll be happy to speak to you in store to find out what you’re able to provide.

To confirm your home address, we recently sent an authentication code in the post. You can now continue your application.

Please enter the code shown in the letter and have your customer number ready - this can be found at the top of the letter. Or if it’s easier, you can use your personal details instead.

If your code has expired or hasn’t arrived, please get in touch on 0800 121 7365. We’re here 8am-8pm Monday to Friday, 9am-5pm on Saturdays and 10am-5pm on Sundays.

M Plus and Club M accounts

You have the option to apply for an arranged overdraft when you apply for the M Plus or the Club M accounts. You can check if you are eligible on our website before you apply – it won’t leave a mark on your credit file.

If you already have a current account with us and wish to apply for an arranged overdraft, you can give us a call on 0800 678 3654, or visit your local Store.

The arranged overdraft has a rate of 19.90% EAR⁴ and is subject to status. Applicants must be 18 years or over. Find out more about arranged overdrafts.

Your actual rate may differ and will be dependent on your financial circumstances. The maximum rate offered will be 39.90%.

Current Account Control

Your account aims to stop you going into an unarranged overdraft when you don’t have enough money in your account. A monthly fee for maintaining the account applies, check your tariff.

Yes, you can, and we’ve made it easy for you to download the Virgin Money Mobile Banking app.

You are 3 simple steps away from being registered.

1. Registering is easier with your customer number. If you've forgotten your customer number, we can remind you Link opens in a new window. If this is your first time registering, you can use your debit card to identify yourself, so it’d be useful to have your card handy
2. Download the app from the App Store for iOS or Google Play for Android
3. Follow the simple steps in the Virgin Money Mobile Banking app to verify your identity and you're good to go!

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We will never call or email you and ask for your one time passcode so please do not share this with anyone either verbally, or by tapping into your telephone keypad even if they say they're from the Bank. One time passcodes are used to register for mobile banking or for resetting security credentials.

Customers with the Essential current account are unable to use the Virgin Money Mobile Banking app.

You can find what version of the App you are using by going to 'My Profile' >Login, Access and Security' > 'Mobile app access'. Your current App version is quoted on this page. It is useful to have this ready if you are getting help from us about your app.

To ensure you are always on the latest version you can do the following:

On an Apple iOS device

1. Go to iPhone Settings
2. Then App Store
3. Under Automatic Downloads Turn on App Updates

The Apps on your phone will now automatically download updates.

On an Android device

1. Open Play Store and on the top left corner tap the menu icon
2. Tap Settings then Auto-update apps
3. Select (Over Wi-Fi only) and tap Done.

The Apps on your phone will now automatically download updates.

Keeping your App up to date gives you access to the latest features and security updates.

On an Apple iOS device

1. Go to iPhone Settings
2. Then App Store
3. Under Automatic Downloads Turn on App Updates
4. You can then choose if you want this to happen on Mobile Data or just Wi-Fi

The Apps on your phone will now automatically download updates.

On an Android device

1. Open Play Store and on the top left corner tap the menu icon
2. Tap Settings then Auto- update apps
3. Select (Over Wi-Fi only) and tap Done.

The Apps on your phone will now automatically download updates.

If you use an iPhone/IOS and don’t already have Face ID or Fingerprint ID switched on in the app, it’s easy to turn it on.

To turn on Face ID on your Virgin Money Mobile Banking app:

1. Open your Virgin Money Mobile Banking app and login
2. In the top right, tap 'My profile' > 'Logout, Access and Security > 'Turn on Face ID'

To turn on Fingerprint ID:

1. Open your Virgin Money Mobile Banking app and login
2. In the top right, tap My profile > Logout, Access and Security, Turn on Fingerprint

Our mobile app conforms to the Two Factor Authentication industry standard for mobile banking. This means, you are required to have two separate identifiers in place to use the service your mobile smartphone / tablet and either your own security information (e.g. app passcode) or your Face or Fingerprint ID. Combined, this ensures that only you have secure access to your accounts.

The bank’s mobile banking services meet the strictest industry security requirements and allow you to manage your accounts securely.

Some of the things you can do to help protect your information include:

• Using a passcode or Biometric login (Face or Fingerprint ID) on your device can give you extra protection.
• Logging out of the mobile banking app if you're not using it.
• Not writing down your security information anywhere or storing it in your device.
• Not sharing any of your security information with anyone else, even if the request appears to come from us.
• Avoiding sharing the device with which you carry out your mobile banking.
• Checking your account records carefully and regularly.
• Using official stores when downloading our mobile app. It's only available from official stores such as Apple App Store and Google Play™.
• Keeping your app updated to make sure your device is not open to risks.
• If your mobile device is compatible with anti-virus software, it’s a good idea to download one from a reputable brand.
• Remember, we will never ask you for your security information via SMS or email.

You need to use the minimum standard Android 8 or iOS 14.7 to ensure that you have the most recent security and functionality updates. If you are not using at least the minimum OS mentioned then you will not be able to continue to use our app, but don’t worry, you can still log on via the web.

If you cannot upgrade to the minimum standard operating system (Android 8 or iOS 14.7) then you can still log on via Internet Banking. To do this you can use the same details as you did to log on via the app. If you’ve forgotten them, you can get your customer number Link opens in a new window and then change your password at the log on screen.

Unfortunately, you won’t be able scan cheques in online banking. Also, to approve online debit card transactions you will have to receive a One Time Passcode as a message to your phone. To ensure we can send this you will need to disable your app access in the ‘More’ section of your online banking.

If you have funds in your account, you can withdraw up to £500 a day from cash machines, including up to £100 cashback in shops.

There are limits to the amount you can pay using the Virgin Money Mobile Banking app or online banking. Some payments will need additional authentication using a registered mobile device for the banking app. Find out more about Strong Customer Authentication.

Without authentication, you can usually make payments up to £500 each, or £1000 per day.

With authentication, these limits usually increase to £30,000. These limits don’t apply to transfers between your own accounts, and don't include Direct Debits, standing orders and bill payments made to our approved list of organisations.

M Power payment limits are different, see here for more info.

If you have any questions about payments or limits, please contact us.

Using your Virgin Money Mobile Banking app

1. Open your Virgin Money Mobile Banking app and login
2. Tap the Payments tab then Make a Payment
3. Tap the account

Follow the instructions to make a one-off or regular payment to an existing payee, or to 'Add new payee'. You can select 'Pay a Person' to send money to using their name, sort code and account number. Always be fraud aware and only send money to someone you trust. Find out more about keeping safe online.

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To pay an organisation, select 'Pay a business' and search our approved list using their name or account details. This works for organisations like utilities, local councils, credit cards and phone networks. You can save the company in your payee list for another time. When you set up the organisations you pay like this, there’s no daily limit for payments.

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Using online banking

1. Go to online banking and sign in
2. Select Move money
3. Select the account

Follow the instructions to make a one-off or regular payment to an existing payee, or to Add new payee. You can select Person to send money to someone using their name, sort code and account number. Always be fraud aware and only send money to someone you trust. Find out more about keeping safe online.

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To pay an organisation, select Company and search our approved list using their name or account details. This works for organisations like utilities, local councils, credit cards and phone networks. You can save the company in your payee list for another time. When you set up the organisations you pay like this, there’s no daily limit for payments.

As part of the new Payment Services regulations (PSD2), you may be asked more often to verify a purchase when shopping online. These industry-wide changes mean that online retailers will need to ask us for extra security checks, to confirm that it's you, or your additional cardholder(s), making the purchase.

As well as entering a One Time Passcode, you will be asked to enter your home postcode to confirm your online purchase. This is so we can use behavioural biometric recognition technology to verify your identity. This is an important improvement in protecting you from fraud when shopping online.

Behavioural biometrics is a new type of check to help us verify your identify. It looks at ‘how’ you interact when using your device, for example the use of your keyboard, mouse and/or the way in which you hold your device.

Using this kind of technology allows us to recognise if someone really is who they claim to be when they interact online, or if the activity is potentially fraudulent. We’re introducing this as part our commitment to keep you safer when shopping online.

When we ask you to enter your home postcode along with a One Time Passcode on some online purchases, we’ll complete a behavioural biometric check. This will look at how you enter these details, so we can make sure it’s really you making that purchase and not a fraudster.

We’ve updated our Privacy policy to include the use of behavioural biometrics.

This can be done on the Virgin Money Mobile Banking app or internet banking.

Using your Virgin Money Mobile Banking app

1. Open your Virgin Money Mobile Banking app and login
2. Tap the Payments tab then Make a Payment
3. Tap the account you wish to make the standing order from
4. Tap the payee or account you wish to make the payment to. Either select an existing payee, account or you can add a new payee
5. Follow the on-screen instructions, and when asked tap Repeat this payment

Standing orders must be set up before 4pm the day before the 1st payment.

The standing order will appear in your list of repeating payments the next business day.

Using online banking

1. Go to online banking and sign in
2. Select Move Money
3. Select the account you wish to make the standing order from
4. Select the payee or account you wish to make the payment to. Either select an existing payee, account or you can add a new payee
5. Follow the on-screen instructions, and when asked choose 'Repeating payment'

Standing orders must be set up before 4pm the day before the 1st payment.

The standing order will appear in your list of repeating payments the next business day.

This can be done on the Virgin Money Mobile Banking app or on online banking.

Using your Virgin Money Mobile Banking app

1. Open your Virgin Money Mobile Banking app and login
2. Tap Payments then Scheduled at the top of the screen
3. Tap Direct Debits or Standing Orders and follow the on-screen instructions

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Using online banking

1. Go to online banking and sign in
2. Click view scheduled payments
3. Select the payment you wish to cancel or amend and follow the on-screen instructions

There are some Direct Debits or standing orders that cannot be cancelled in app or online.

M Plus Saver

To open an M Plus Saver you must have an M Plus Account. You can open a linked M Plus Saver from the Virgin Money Mobile Banking app, set up your M Plus Saver online, in store or contact us, someone from our team will be available 24/7.

Club M account

To open a Club M Saver you must have a Club M Account. If you used to have a Clydesdale or Yorkshire Bank Signature Current Account you might not have your linked saver. It’s easy to open from the Virgin Money Mobile Banking app, set up your Club M Saver online, in store or contact us, someone from our team will be available 24/7.

M Saver account

To open an M Saver you must have an M Account. You can open a linked M Saver from the Virgin Money Mobile Banking app, set up your M Saver online, in Store or contact us. One of our team would be delighted to help you.

M Plus and M Plus Savers

The M Plus Account pays interest at 1.00% AER² (1.00% gross¹ per annum variable) on credit balances up to £1,000. Interest is calculated on a daily basis³ and is paid on the last working day of each month.

The M Plus Saver pays interest based on the money in your account. If your balance is £25,000 or less, we’ll pay 2.50% AER² (2.48% gross¹ per annum variable) on the whole balance. If your balance is over £25,000, we’ll pay the higher rate on the first £25,000 and then 2.00% AER² (1.99% gross¹ per annum variable) on anything above that. Interest is calculated on a daily basis and is paid on the last working day of each quarter. Find out more about M plus Accountfees and charges.

Club M and Club M Saver accounts

The Club M Account pays interest at 1.00% AER² (1.00% gross¹ per annum variable) on credit balances up to £1,000. Interest is calculated on a daily basis³ and is paid on the last working day of each month.

The Club M Saver pays interest based on the money in your account. If your balance is £25,000 or less, we’ll pay 2.50% AER² (2.48% gross¹ per annum variable) on the whole balance. If your balance is over £25,000, we’ll pay the higher rate on the first £25,000 and then 2.00% AER² (1.99% gross¹ per annum variable) on anything above that. Interest is calculated on a daily basis and is paid on the last working day of each quarter. Find out more aboutClub M Account fees and charges.

M and M Saver accounts

The M Account does not pay any interest. The M Saver pays interest based on the money in your account. If your balance is £25,000 or less, we’ll pay 2.50% AER² (2.48% gross¹ per annum variable) on the whole balance. If your balance is over £25,000, we’ll pay the higher rate on the first £25,000 and then 2.00% AER² (1.99% gross¹ per annum variable) on anything above that. Interest is calculated on a daily basis and is paid on the last working day of each quarter. For more information on this you can view our Summary Box Link opens in a new window.

M Power and M Power Savers

The M Power Account pays interest at 1.00% AER² (1.00% gross¹ per annum variable) on credit balances up to £1,000.

The M Power Saver pays interest based on the money in your account. If your balance is £25,000 or less, we’ll pay 2.50% AER² (2.48% gross¹ per annum variable) on the whole balance. If your balance is over £25,000, we’ll pay the higher rate on the first £25,000 and then 2.00% AER² (1.99% gross¹ per annum variable) on anything above that. Interest is calculated on a daily basis and is paid on the last working day of each quarter. Find out more in the Tariff.

Current Account Control

The Current Account Control does not pay any interest.

Essential Current Account

The Essential Current Account pays interest on total balances at 0.25% AER¹ (0.25% gross² per annum variable). Interest is calculated on a daily basis³ and is paid on the 27th of each month.

Virgin Money Current Account (previously opened with Northern Rock)

Please note, this account is closed to new applications.

The Virgin Money Current Account pays interest on total balances at 0.10% AER¹ (0.10% gross² per annum variable). Interest is calculated on a daily basis³ and is paid on the 27th of each month.

Changes to rates

We will give you at least two months’ notice of any change in writing. However, where a change in interest rates is to your advantage we will make it immediately and tell you at the earliest opportunity after the change (e.g. in writing, statement message or publication in our Stores or on our website).

M Plus, Club M and M Power accounts

The M Plus, Club M and M Power accounts pay interest on balances up to £1,000. If your balance is higher than £1,000, you’ll earn interest on the first £1,000 only.

However, you can save as much as you like in your M Plus, Club M, M Power Savers and earn interest on the whole balance – and the number of savings pots you can have is unlimited too.

M Account

You can save as much as you like in your M Saver and earn interest on the whole balance. The number of savings pots you can have is unlimited too.

M Plus and M Plus Saver accounts

No. With this account, you get access to a current account and savings account, and our smart banking app to manage your money, with no monthly fee.

As with any bank account, other M Plus fees and charges may apply.

Club M account

The monthly fee for maintaining your account is £12.50.

As with any other bank account, other fees and charges may apply.

M and M Saver accounts

There are no fees for day-to-day services and you won’t be charged for a refused payment. You can find out what we do charge for.

M Power M Power Saver accounts

There are no fees for day-to-day services and you won’t be charged for a refused payment. You can find out what we do charge for here on the M Power Tarriff.

Essential Current account

To see the things we charge for, view our current account fees and charges.

Current Account Control

There is a monthly fee for maintaining the account of £4.00 which applies to this account whether the account is in credit or not. As with any bank account, other Current Account Control fees and charges may apply.

The quickest and easiest way to let us know your card is lost or stolen is on the Virgin Money Mobile Banking app. You can cancel your card straight away and order a new one in under 30 seconds.

Using your Virgin Money Mobile Banking app

1. Open your Virgin Money Mobile Banking app and login
2. In the top right, tap My profile > Manage your cards and follow the on-screen instructions

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If you use Apple Pay or Google Pay, your new card details will be linked to these services in around 24 hours, so you can continue to make payments while you wait for your physical card to arrive in the post.

Using your online banking

1. Go to online banking and sign in
2. Click More > Manage your cards and follow on-screen instructions

Alternatively, please tell us as soon as possible, contact us.

Yes, you can use it abroad in the same way you can in the UK. This includes contactless payments, Apple Pay and Google Pay and wherever you see the Mastercard symbol. Please note, local transactions limits may be different to the UK.

Check out our currency conversion calculator.

No fees when you travel - we won't charge you for spending on your card or withdrawing cash when you're abroad.

If you've used your Virgin Money debit card and not got what you paid for, we can help you claim for a refund. This is sometimes called a 'chargeback claim' because we'll try to claim the money back for you.

You'll need to contact the seller first. It's usually the quickest way to get a refund. But if that doesn't work, we'll do our best to help.

To get started, view our guide to debit card disputes.

We want to make sure all our customers have confidence in their day-to-day banking and our products and services.

We recognise that, at times, customers may need additional support when managing their day to day banking. We'd like to understand your personal situation and provide you with a great experience.

Please get in touch on 0800 121 7365 to talk about how we can support you.

For general queries and requests about your account please contact us.

Check out more information on the Virgin Money Mobile Banking app.

A full list of contact details, including our postal address, is available on our contact page.

Check out our interactive how-to guides which will help you manage your account through your app.

The fee for maintaining the account applies every month, and we collect the fee in the last few days of every month. If the fee for maintaining the account is the only fee you need to pay, we won’t send you notice of that (you don’t need more paperwork!).

However, if any other fees or interest apply to you, we’ll let you know how much you need to pay and give you at least 14 days’ notice before we take the interest and fees from your account.

The fee for maintaining the account applies every month, even if you have borrowing on the account. We collect the fee in the last few days of every month. Just remember to have enough funds to cover this and any other payments that you ask us to make.

If any Club M benefit is not available to you or if you decide not to use any benefit, you won’t be entitled to a reduction in the monthly fee for maintaining the account.

Worldwide Family Multi Trip Travel insurance is provided and underwritten by American International Group UK Limited.

Green Flag UK Breakdown Cover is provided by Green Flag and underwritten by U K Insurance Limited.

Mobile phone and gadget insurance are provided by Assurant General Insurance Limited.

Exclusions apply.

No. All the information for each insurance policy has been combined into one document and is contained in your Club M Account Insurance Policy Wording Link opens in a new window.

You can also find a summary of your insurance cover in the Insurance Product Information Document Link opens in a new window.

If you wish to purchase an upgrade for either travel insurance or breakdown cover then you will receive those documents direct from the insurer once the upgrade is in place.

Travel upgrades available:

• Cover for trips up to 45 or 62 days
• Business cover for trips up to 21 days
• Pre-existing medical condition cover

Breakdown upgrades available:

• National Recovery
• European Cover

Check out how to make a claim.

Yes, cover is provided in the United Kingdom if you stay in pre-booked accommodation for at least two nights away from where you usually live.

No. You’re fully covered for any number of trips so long as no single trip is for longer than 31 days.

You can upgrade your policy to cover trips for up to 45 days or 62 days by paying an additional premium to AIG.

After you open your Club M Account you will be asked to contact AIG if you answer “yes” at any of the questions below

1. In the last 12 months you or anyone else insured on the policy has been:
   1. Referred to see a specialist or on a waiting list to see a specialist
   2. Referred to or attended hospital for any reason (including tests and procedures) or on a waiting list to attend hospital for any reason
   3. Seen by a medical practitioner more than once for the same condition
   4. Prescribed two or more medications for a medical condition or had any changes to your or their current medications
2. You or anyone else insured on the policy has ever received any medical advice, treatment or medication for any of the following conditions
   1. Any heart or circulatory condition
   2. Any cerebrovascular condition such as a stroke, aneurysm, stenosis (but not low/high blood pressure or cholesterol)
   3. Any respiratory (breathing) condition which is combined with being a smoker
   4. Any congenital (birth defect) or genetic condition that has resulted in a physical disability
   5. Any cancerous condition
   6. An organ transplant

AIG will let you know if your condition can be covered at no extra cost, at an additional premium or they cannot provide cover.

There is no limit to the number of times you can call Green Flag for assistance for your vehicle.

Green Flag operate a fair usage policy – when you’re travelling as a driver or passenger in a car other than your own (this is known as Personal Cover), this is limited to eight call-outs in any 12-month period.

You can download the free Green Flag app from your app store. Within the app you can add your policy, using your account number and sort code.

Once you have done this, you will be able to:

• Book a rescue
• Use the phone's GPS to provide your location
• Check the Tax & MOT status of your car (you will not be able to book a rescue if your car does not have a valid MOT & Tax)
• Track the Green Flag technician when they are on their way to your location

For more info visit the Green Flag website.

They may be covered. Check your home insurance policy to confirm what you are covered for and any excess that may apply.

If you choose to, you can turn off your insurance benefits by completing this form to turn off insurance benefits. You can also access this form in the app. Tap ‘Club M Insurance on’, click More, Account services and then Insurance benefits.

Remember…

• Before submitting the form, you should chat this through with everyone covered by the insurance benefits, so they know
• If this is a joint account, you must have agreement from the other account holder
• Once you've submitted the form, we'll aim to turn off your benefits in three working days
• We’ll send you an email to confirm when your insurance benefits are off
• Once your insurance benefits are off, you'll no longer have insurance cover for you and anyone else on your policy
• You won’t pay the monthly fee for maintaining the account while your insurance benefits are off. As your fee is paid at the end of the month for the previous months’ insurance use, you may be charged in the month after your insurance benefits are off

Pocket the full package and turn on your insurance benefits. You can also do this in the app. Tap ‘Club M Insurance off’, click More, Account services and then Insurance benefits.

Remember…

• Before submitting the form, you should chat this through with everyone covered by the insurance benefits, so they know
• If this is a joint account, you must have agreement from the other account holder
• We’ll take you through each insurance again to explain the benefits as well as checking to see if you’re eligible
• Your insurance cover will start when you receive an email confirmation from us letting you know the insurance benefits are on
• We aim to turn the insurance benefits on in three working days
• Once you turn on the insurance benefits, you'll need to pay the monthly fee for maintaining the account

You won’t pay a monthly fee for maintaining the account while your insurance benefits are off. When you turn off your insurance benefits you will lose the cover for you and anyone else on your policy. Please chat this through with everyone on the policy before you turn it off.

Your fee is due for the previous months use. It’s not paid in advance. If you’ve recently turned off your insurance benefits your monthly fee may still be due. For example, the monthly fee for maintaining the account is taken in the last few working days of the month. If you submit a request to turn off your insurance benefits on the 31 March then the insurance benefits will be turned off in early April. The monthly fee will be taken at the end of April for the insurance cover that you had in March.

Yes, you can turn off your insurance benefits if you’ve got a claim in progress.

The insurance benefits linked to the Club M Account are part of a package which is a benefit for Club M Account holders. You can turn on or off all of the insurance benefits, but they cannot be individually selected.

If you’ve turned your insurance benefits off or on you should receive an email with a reference number. If you haven’t received this;

• Check your junk folder as the email might be there.
• Check the email you provided matches the account.

If you’ve received the email with the reference number but you haven’t received the confirmation of a change to your insurance benefits;

• Check the status of your insurance in the app. Your account name will be ‘Club M Insurance on’ or ‘Club M Insurance off’.
• Check it hasn’t been less than three days. It can take three working days to process the change. Working days are Monday to Friday. If you submit over a Bank Holiday it may take longer than the three days.
• If it’s been more than three working days give us a call on 0800 121 7365. To help us locate your request it’s best to have your reference number to hand. If you don’t have a reference number that’s ok too, we’ll do our best to help.

You can pay in cheques up to £1000 using the Virgin Money Mobile Banking app, up to a total of £5000 a day. The mobile cheque deposit feature lets you snap a photo of it and ping it into your Current Account or Instant Savings account.

On your Virgin Money Mobile Banking app

1. Open your Virgin Money Mobile Banking app and login
2. Tap on Payments > and then tap Deposit a cheque
3. Tap the account you’d like to pay into and follow the on-screen instructions

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If you aren’t able to use the mobile cheque deposit feature, you can still post us your cheque. Alternatively, if you have a pay-in slip, you can pay the cheque in at your local Post Office Link opens in a new window. Need help? Just call us on 0800 121 7365, or tap Let's chat in your Virgin Money Mobile Banking app.

If you’re ordering a cheque book or pay-in book for the first time you can do this by getting in touch with us.

If you've had one before and need a replacement, you can do this on your Virgin Money Mobile Banking app or on online banking.

Using your Virgin Money Mobile Banking app

Android users

Order a cheque book

1. Open your Virgin Money Mobile Banking app and login
2. Tap the account you’d like the cheque book for
3. In the top right, tap ⋮ >and then tap Account services >and then tap Order a cheque book >and then tap Order now

Order a pay-in book

1. Open your Virgin Money Mobile Banking app and login
2. Tap the account you’d like the pay-in book for
3. In the top right, tap ⋮ >and then tap Account services >and then tap Order a new pay-in book >and then tap Order now

iOS users

Order a cheque book

1. Open your Virgin Money Mobile Banking app and login
2. Tap the account you’d like the cheque book for
3. In the top right, tap … >and then tap Account services >and then tap Order a cheque book >and then tap Order now

Order a pay-in book

1. Open your Virgin Money Mobile Banking app and login
2. Tap the account you’d like the pay-in book for
3. In the top right, tap … >and then tap Account services >and then tap Order a new pay-in book >and then tap Order now

We will send the cheque or pay-in book to your registered address within 7-10 business days.

Using online banking

1. Go to online banking and sign in
2. Click the Account you’d like the cheque book or pay-in book for
3. On the right hand side, in the Your account section, click on Order a new cheque book or Order a new pay-in book >and then click Order now

We will send the cheque or pay-in book to your registered address within 7-10 business days.

Look out for the 'Connect your current accounts to see your balance and transactions' button.

You'll need to have a Virgin Money personal current account to see it. You'll also need to have your Virgin Money Mobile Banking app and Credit Card app on the same device.

The on-screen instructions will guide you through, you'll need to log in to your Mobile Banking app to connect your accounts.

You'll be able to see the balances and transactions of your connected accounts.

You can connect M Plus, Club M, M current accounts and their linked savers.

You can't connect accounts such as, business, loans or other savings accounts at the moment.

Head to your Mobile Banking app and on the sign in screen, tap on "Forgotten your passcode?". Then follow the on- screen steps to reset your passcode.

If you have biometrics set up for your app, this skips the sign in screen where the 'Forgotten your passcode?' link is. You'll need to turn biometrics off for your app or stop it from automatically signing you in. You'll then be able to see the sign in screen and reset your passcode.

Once you have updated your passcode go back to your Credit Card app and try again.

This could be because you didn't finish connecting them. When you get to the final step that says 'That's sorted' make sure you tap on 'Ok, got it'. This will connect your accounts and they should appear in your Credit Card app.

This means we were unable to connect your accounts. You can retry by closing your Credit Card app and Virgin Money Mobile Banking app and starting again.

This means the details in your Credit Card app and your Virgin Money Mobile Banking app don't match.

Log in to each app and check that your details, such as, your name, date of birth and address are the same. Update any that don't match and try again.

You can only connect your personal current accounts and linked savers. You can connect M Plus, Club M, M current accounts and their linked savers.

You can't connect accounts such as, business, loans or other savings accounts at the moment.

Head over to your Virgin Money Mobile Banking app if you need to manage a transaction or make any changes.

There's a 'Manage account' button that will take you from your Credit Card app to your Mobile Banking app. You can find it when you tap to view your current account or linked saver.

There could be a few reasons for this.

You can only connect M Plus, Club M and M accounts to the Credit Card app.

Your Credit Card app and Virgin Money Mobile Banking app need to be on the same device. If you have these on the different devices then you won’t have the option to connect.

We're releasing this to people in stages. If you have the right type of current account and both apps and still can't see it, keep your eyes peeled, you should see it soon.