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Virgin Money Current Account questions & answers

Looking for one of our other current accounts?

If you have a question about our Essential Current Account or any current account that was opened with Northern Rock, we have a separate set of FAQs for you.

View Frequently Asked Questions

Most popular questions

Opening a new account

The Virgin Money Current Account is available for anyone from the age of 16, subject to status. If you want to apply online, you’ll need to be at least 18. You can apply by yourself or as joint applicants.

We run a credit check as part of the application process. If we aren’t able to open you a Virgin Money Current Account, we may offer you a basic bank account instead.

Virgin Money, Clydesdale Bank and Yorkshire Bank are all part of the Virgin Money group and offer a variety of current accounts. To compare accounts, have a look here.

The account can be opened online, in Store or call us on 0800 121 7365.

As part of the application we need to verify your name and address. We’ll try to check this digitally first and can verify most applicants this way.

If not, we’ll post you an authentication code to your home address, to confirm this is where you live, and you can use this when you send us images of your ID online. There’s a list of the ID we can accept here.

You have the option to apply for an Arranged Overdraft when you apply for the Virgin Money Current Account. 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% EAR and is subject to status. Applicants must be 18 years or over. Find out more.

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. Find out more.

If you’d prefer to transfer some payments over from another current account without closing it, that’s fine. Just ask us.

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

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.

It’s easy to pick up where you left off - just click here to continue your application. 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 0800 121 7365.

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. The documents we’re happy to accept are listed here. Link opens in a new window

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

Acceptable ID documents are listed here. Link opens in a new window If you can’t send any of these, we may be ok with others depending on your situation. Please get in touch on 0800 121 7365 to see how we can help.

Using the app, internet banking and general account services

Your customer number is a 10-digit number starting with a 10 or 30. Don’t worry if you can’t find it, you can login to internet banking or register your account on the app using your personal details instead. Just click ‘Or enter your personal details’ and follow the instructions. If you get stuck, just give us a call on 0800 121 7365.

If you want to change your 6 digit passcode for the app, or have forgotten it, you can reset it from the login screen in the app by selecting the 'Forgotten your passcode' option. If you are still having problems please call us on 0800 121 7365.

You can change your internet banking password any time and it's a good idea to change it regularly. Select the ‘More’ tab in the top right corner, then under ‘Login, access and security’ select ‘Manage login and security’. Then follow the on-screen instructions. Alternatively, if you have forgotten your password you can reset by selecting ‘I don’t know my password’ at login. This will let you use other details to login.

To ensure your internet banking access remains secure, you should never:

  • Disclose your password to anyone.
  • Write your password down.
  • Use obvious words for your password, such as family names or birthdays.
  • Re-use a previous password.

This can be set up as part of your initial enrolment for the app. You are also able to set up Touch/Fingerprint/Face ID in your app – in the ‘More’ tab, under ‘Login, access and security’.

When you set it up, you will be asked to confirm your passcode.

The app is packed full of clever tools that help put you in control of your money. They can make setting up budgets, topping up your savings and sorting out your spending all feel less of a chore. You can categorise all your transactions, receive handy hints to get on top of your budget, and organise your savings into interest-earning pots. With the Virgin Money app, you're the boss.

You can find out more about the Virgin Money app features and compatible devices on app features page.

In the app, go to the ‘Accounts’ tab, select an account, then select ‘Statements’ from the options menu, top right. You can view statements for this month or previous months, and select ‘Download Statement’ at the bottom.

Alternatively, login to internet banking. Find ‘Your account’ on the right hand side and click on ‘View and download statements’, then select 'Print or download statement' at the bottom of your screen.

Once you've downloaded your statement, you can print or save it as a PDF.

The Virgin Money Current Account is designed to be used using our banking app and internet banking, so you can do your day to day banking at your convenience.

In addition, some account services are available via telephone banking, post and our Store network. At the moment, the Store services available to you will depend on where and when you opened your account. We’re working hard to provide more services across our Yorkshire Bank, Clydesdale Bank and Virgin Money Stores as soon as we can.

In addition to Stores, you can also carry out some account services at your local Post Office Link opens in a new window , such as paying in money, making a cash withdrawal or checking your balance.

Have any questions about managing your account in a Store or Post Office? Just call us on 0800 121 7365

You can pay in cheques up to £500 using the app, up to a total of £1000 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. In the app, go to ‘More’, select ‘Account Services’, and then ‘Deposit a cheque’. Select the account you’d like to pay into and follow the on-screen instructions.

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. Need help? Just call us on 0800 121 7365.

Making payments

Please phone us on 0800 121 7365 as soon as you can. We will cancel the lost card so that no further purchases can be made and arrange for a replacement card to be issued.

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.

In the app, go to the 'Move Money' tab and 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.

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.

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 app or Internet 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.

If you have any questions about payments or limits, please call us on 0800 121 7365.

Go to the 'Move Money' tab in the app. Within the options menu, top right of the screen, you can select to view your Direct Debits or standing orders.

To cancel a Direct Debit, select the relevant payment, then select ‘Cancel this Direct Debit’ at the bottom of the screen. You need do this before 4pm on the working day before the payment is due. We recommend you also tell the organisation you were due to pay.

For a standing order, you can cancel the payment or amend the value and date instead. Simply select the payment you wish to change, then edit as you wish (on an Apple device, select ‘Edit’ first). The option to cancel is at the bottom. You’ll see the amended payment in your standing order list the next working day.

No, the result of the assessment will indicate if authentication is required. Therefore you may not be asked to authenticate. If you do need to authenticate as long as you save a payee to your list you will not need to authenticate again unless a change is made to the payee details (name, sort code, account number, reference).

There is no set limit, the limit is dynamic and is based upon our internal fraud/risk rules. However once you save a payee to your list and authenticate you will not need to authenticate again unless a change is made to the payee's details (name, sort code, account number, reference).

Your transaction and daily limits will not be affected by the change. If you use the mobile app or a security token, you can continue to make payments of up to £30,000. If you don’t use the app or token and login with a one time passcode, you can continue to make payments of up to £500 with a daily limit of £1,000.

Strong Customer Authentication is part of an industry wide regulatory programme to protect customers when banking and shopping online.

A risk assessment against the transaction will be performed against all payments from the 14th of March, even if you have made the payment before. If you ensure the payee is saved to your list, you will not need to authenticate again unless you make a change to the payee's details (i.e. name, sort code, account number, reference).

No, authentication will only be requested when you select ‘make a payment’ enter the amount and select ‘move money’. This is the point at when the verification takes place.

If you are making a future dated payment and the payment requires authentication, this will take place at the point when you create the payment and select ‘move money’. You don’t need to worry about authenticating again on the date of the future dated payment. Any future dated payments you created prior to the change will be exempt.

No, existing direct debits and standing orders (recurring payments) are exempt. However, if you are creating a new standing order you will need to authenticate the payment. As long as you save the payee, you will not need to authenticate again unless a change is made to the payee's details (i.e. name, sort code, account number, reference).

A temporary lock has been placed on your account and will be removed in time. If you need to make the payment quickly we can remove the temporary lock to help you make the payment online or assist you via telephone banking.

Clydesdale Bank password reset Link opens in a new window
Yorkshire Bank password reset Link opens in a new window
B password reset Link opens in a new window
VM Password Reset Link opens in a new window

The channel limits will remain the same for personal customers on internet and mobile banking.

  • Mobile app / security token users £30,000 single transaction and £30,000 daily limit
  • One time passcode users £500 single transaction, £1,000 daily limit

If you were previously able to make a payment of up to £10,000 using a one time passcode, you will now need to download the mobile banking app.

No, direct debits and existing standing orders (recurring payments) are exempt. If you are creating a new standing order however you will need to authenticate the instruction. As long as you save a payee to your list you will not need to authenticate again unless a change is made to the payee's details (i.e. name, sort code, account number, reference).

Instant Savings and savings pots

Go to the ‘My Savings’ tab in the app, click into your Instant Savings account, then choose ‘Add a new savings pot’ from the options menu in the top right corner. You can then add a name, target amount and target date to your savings pot.

There’s no limit on the number of pots you can set up, or the amount you can save in them. And remember, you earn interest on the whole balance of your savings pots!

In the app, head to ‘Move Money’. Select your Current Account, then scroll down to select your Instant Savings account. This will expand to show you all your pots, so you can transfer money to a pot of your choice, or ‘Not in a pot’ if you’d like to move money to your savings without allocating to a pot.

You can make one-off transfers or select ‘Repeat this payment’ if you know you want to top up a pot regularly. Pay day is a great day to do this, once all your bills are paid.

No, you can have as many as you like. There’s no limit on the number of pots, or the value of your savings. So whether it’s for Christmas, holidays, home repairs, school trips or a rainy day, why not set up another pot today?

Remember, there’s no minimum or maximum balance for a pot and all your pots contribute towards your Instant Savings balance.

This usually means that you’ve transferred money out of your Instant Savings (or an automated sweep has transferred money to top up your Current Account balance). Your Instant Savings balance includes all your pots and any money you’ve not yet allocated to a pot. So if there wasn’t enough balance ‘Not in a pot’, we need to know which pot(s) you’d like this to come from. Simply follow the instructions on screen to reduce the number or value of your pots, or top up your savings with a transfer from your Current Account, and everything will add up again!

Interest and charges

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 other bank account, other fees and charges may apply.

The Virgin Money Current Account pays interest at 2.02% AER1 (2.00% gross2 per annum variable) on credit balances up to £1,000. Interest is calculated on a daily basis3 and is paid on the last business day of each month.

The Virgin Money Instant Savings account pays interest on total balances at 0.50% AER (0.50% gross per annum variable) interest on your savings. Interest is calculated on a daily basis and is paid on the last business day of each quarter. Find out more.

The Virgin Money Current Account pays 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 Instant Savings and earn interest on the whole balance – and the number of savings pots you can have is unlimited too. Find out more.

There are no monthly fees for using an Arranged Overdraft. You’ll simply pay interest on the amount you choose to use.

If you make a payment request and there is not enough money in your account or Arranged Overdraft to make the payment, we may pay it from an Unarranged Overdraft and charge you interest on the amount borrowed. Or, we may refuse your request and charge a fee for Refusing A Payment Due To Lack Of Funds.

Full details are in the Tariff . There’s more information about overdrafts on our overdrafts page , or you can call us 0800 121 7365.

Using your debit card abroad

Yes, you can use it abroad just as you can in the UK. This includes contactless transactions, Apple Pay and Google Pay, wherever you see those symbols, although the local transactions limits may be different to the UK. The transaction will usually be made in the local currency and converted using the Mastercard exchange rate, which you can check here. Link opens in a new window

From 6 March 2020 we will not apply fees for using your debit card abroad.

Any fee charged for the original transaction will not be refunded. The amount credited back to the account will be based on the exchange rate on the day of refund.

Help when you need it

For general queries and requests about your Virgin Money Current Account or app, please call our 24-hour contact centre on 0800 121 7365. Calling from abroad? Use +44 141 221 7300.

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

Here at Virgin Money we want to ensure that all our customers have confidence that they will be able to carry out their day to day banking and access our products and services.

We recognise that everyone is different, and some people might need extra support with their banking. We want to understand your personal situation and provide you with a great experience as our customer. Get in touch to talk about how we can support you, or find out more about the help we offer here.

If you are worried that someone has committed fraud on your account, get in touch with us straightaway. Contact details are here.

If you want to find about protecting yourself from fraud, have a look at the Take Five campaign.

Call charges and information
NumberCost
03 numbersSame as calls to 01 or 02 numbers and they are included in inclusive minutes and discount schemes in the same way.
084 numbersMaximum of 7p per minute, plus your phone company's access charge.
087 numbersMaximum of 13p per minute, plus your phone company's access charge.
0800 numbersFree from UK landlines and personal mobile phones.

Calls may be recorded for training and quality purposes.

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0800 678 3654

Or if you're abroad, call us on
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We're here Monday to Friday 8am - 8pm,
Saturday 9am - 5pm, Sunday 10am - 5pm

Calls may be recorded for training and quality purposes.


[1] AER (Annual Equivalent Rate) illustrates what the interest rate would be if interest was paid and compounded once a year.
[2] Gross rate interest is the interest payable without taking account of any tax payable.
[3] Credit interest is calculated daily on the cleared credit balance in your account.