Mobile Banking app and online banking help

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!

(Opens in a new tab/window)

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.

Your customer number is a 10-digit number starting with either 10 or 30. Don’t worry if you don’t know it, retrieve your customer number.

If you want to change your 6 digit passcode for the Virgin Money Mobile Banking app, or have forgotten it, you can reset it.

On your Virgin Money Mobile Banking app

1. Open the Virgin Money Mobile Banking app
2. Tap Forgotten your passcode from the login screen and follow the on-screen instructions

If you are still having problems, tap Let's chat in your Virgin Money Mobile Banking app or call us on 0800 121 7365.

You can change your online banking password any time and it's a good idea to change it regularly.

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 >  Login, access and security > Change your password and follow the on-screen instructions

Using online banking

If you'd like to change your password:

1. Go to online banking and sign in
2. Click More > and then click Manage Login and security details
3. Click Create a new password and follow the on-screen instructions

Alternatively if you've forgotten your password:

1. Go to online banking and enter your customer number and click Continue
2. Click I don't know my password and follow the on-screen instructions
3. You will need to verify your details using alternative methods

To keep your online banking access 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 or you can set up Touch/Fingerprint/Face ID within your Virgin Money Mobile Banking app.

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 > Login, access and security and follow the on-screen instructions. When you set it up, you will be asked to confirm your passcode.

To use the Virgin Money Mobile Banking app on your new mobile phone, you will need to download the app using the new device.

On your Virgin Money Mobile Banking app

• Open the Virgin Money Mobile Banking app
• Follow the on-screen instructions.

The Virgin Money Mobile Banking app will ask you for your customer number and account details in order to link your account to your new mobile device

Deregistering your old phone

In order to deregister your old phone, follow these simple steps:

1. Open your Virgin Money Mobile Banking app and login
2. Tap More >and then tap Login access and security >and then tap Mobile app access
3. Select the device to be removed by tapping the bin icon and tap remove access

You don’t have to uninstall the app from your old phone, but if the phone will no longer belong to you we would recommend uninstalling all apps including the Virgin Money Mobile Banking app

Virgin Money teamed up with Clydesdale Bank, Yorkshire Bank and B back in October 2018. Since then, we’ve been working hard to bring all the brands together under Virgin Money, creating one bank for all our customers.

Your app and online banking has had its Virgin Money makeover. If you haven’t done so already, it’s ready and waiting for you to make the switch. It’s easy to do and only takes a matter of minutes. There are no changes to your account information or login details. Download, open and login to the Virgin Money Mobile Banking app Link opens in a new window today or sign in Link opens in a new window on the website and say hello to brighter money.

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 Link opens in a new window.

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.

See here for M power payment limits

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.

(Opens in a new tab/window)

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.

(Opens in a new tab/window)

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.

(Opens in a new tab/window)

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.

Confirmation of Payee is an account name checking service to help you make sure payments are sent to the right account. This reduces the chances of you making a mistake and helps to protect you from fraud. This service is in place with other banks too.

When you set up or edit a payee, we’ll run a check on the name on the account you are paying. This helps to stop payments going to the wrong account by making sure the name on the account matches.

These checks are also designed to alert you to possible scams where a fraudster may pretend to be someone they’re not. Where the name on the account doesn’t match what you would expect, this may be a sign you’re being scammed.

Also, if someone tries to pay you, they’ll be able to check the details they have for you match up (if their bank offers the service).

For more information, please visit our Confirmation of Payee page.

We’re doing this as part of the Confirmation of Payee service, to help you make sure payments are sent to the right account. This reduces the chances of you making a mistake and helps to protect you from fraud.

When you set up or edit a payee, we’ll check the name on the account matches. If it doesn’t match, we’ll let you know what action you can take.

For more information, please visit our Confirmation of Payee page.

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

(Opens in a new tab/window)

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.

We’re always looking out for you and your money. We’ve got information on a wide range of different scams, so letting us know a reason for your payment helps us narrow down the information you need to protect yourself, if we think there could be a risk.

It’s good to get into the habit of double checking your payments. If you receive a warning before making a payment, be extra careful to stop and make sure you’re happy it’s not a scam.

No, authentication will only be requested when you tap Make a payment after entering the amount and the payment reason. This is the point at when the verification takes place.

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).

You can transfer money between accounts using the Virgin Money Mobile Banking app or online 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 transfer the money from
4. Scroll down to tap the account you wish to transfer money to and follow the on-screen instructions.

Using online banking

1. Go to online banking and sign in
2. Select 'Move Money'
3. Select 'From account' and 'To account' and follow the on-screen instructions

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.

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

(Opens in a new tab/window)

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.

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

(Opens in a new tab/window)

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 online banking

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

If you need to make any changes to your email address, postal address or telephone numbers (mobile or landline), you can now do this instantly in the Virgin Money Mobile Banking app.

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 icon
3. Tap Change your contact details and follow the on-screen instructions

Your contact details will only be updated for the products you can view while logged into the Virgin Money Mobile Banking app.

(Opens in a new tab/window)

Credit cards and products not displayed within the Virgin Money Mobile Banking app

Update your credit card account personal details, this includes making changes to your home address and/or landline.

To update your contact details for any other product please check the information on our support hub.

Using your Virgin Money Mobile Banking app

Android users

1. Open your Virgin Money Mobile Banking app and login
2. Tap an account to view its details
3. In the top right, tap ⋮ >and then tap View Statements and follow the on-screen instructions

iOS users

1. Open your Virgin Money Mobile Banking app and login
2. Tap an account to view its details
3. In the top right, tap … >and then tap Statements and follow the on-screen instructions

You can view and print statements for this month or previous months.

(Opens in a new tab/window)

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

Using online banking

1. Go to online banking and sign in
2. Select the account to view its details
3. On the right, within the Your account section, click on View and download statements and follow the on-screen instructions

Once you've downloaded your statement to view on screen, you can print or save it from the PDF viewer. PDF viewers vary, so you might need to select the 'Change' button to either print or save.

Not available for Business customers.

Using your Virgin Money Mobile Banking app

1. Open your Virgin Money Mobile Banking app and login
2. Tap the My Savings tab
3. Tap your Instant Savings account
4. Choose Set up a new Savings Pot and follow the on-screen instructions

Using online banking

1. Go to online banking and sign in
2. Go to Manage your Savings Pots > Want to create a new Savings Pot? and follow the on-screen instructions

Using your Virgin Money Mobile Banking app

1. Open your Virgin Money Mobile Banking app and login
2. Tap the Payments tab
3. Tap on Make a Payment
4. Tap the account you wish to transfer the money from
5. Tap My accounts
6. Scroll down to select your M Plus Saver. 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
7. Follow the on-screen instructions. You can make one-off transfers or tap 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

We can update this on the App Path too.

Using online banking

1. Go to online banking and sign in
2. Go to Manage your Savings Pots > Want to create a new Savings Pot? and follow the on-screen instructions

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 M Plus Saver balance.

This usually means that you’ve transferred money out of your M Plus Saver (or an automated sweep has transferred money to top up your current account balance). Your M Plus Saver 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!

The Virgin Money Mobile Banking 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 Mobile Banking app, you're the boss.

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

Open Banking is a safe, secure way for you to view all your financial products, services and accounts in one place, on a single regulated app or website.

It’s useful because:

• It enables you to move and manage your money easily – with all your accounts in one place.
• It gives you access to tailored deals on financial products and services – which are based on your account information.
• It puts you in control of your data – only you can share your account information with other banks and service providers.

If you’ve got accounts with different banks or financial institutions, and you want to pull them together into one place, you can do it using Open Banking.

As well as allowing you to view all your accounts together, an Open Banking app or website lets you make secure online payments straight from your current account.

In addition, they might use your account information to track down better deals for you on things like gas, electricity, and broadband.

Anyone who manages their current account, credit card or easy-access savings account online can use Open Banking. As a Virgin Money customer, before you can use Open Banking, you need to sign up for our online banking or mobile app first.

When you use open Banking, you control your data. If an Open Banking app or website asks to access your account information or to make a payment for you, they can only do it once you’ve given them your consent – and you can withdraw that consent at any time.

Anyone who uses Open Banking to access your data must be regulated by the FCA in the UK, or by the national authority in other European countries. Plus, they have to comply with data protection and information security laws.

Head over to The Financial Conduct Authority Link opens in a new window, the MoneyHelper Link opens in a new window or Open Banking Organisation Link opens in a new window to find out more.

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

If you want to find about protecting yourself from fraud, have a look at the fraud and security page.

Scammers could ask you to pay money into a safe account, or tell you what to say. Virgin Money will never do this.

If you’re paying someone who contacted you on social media, be sure that you’re paying who you think you are. Think about how well you know the person you’re paying.

There’s more information about online scams on our fraud and security page.

Stop. Don’t send any payments.

If your sort code begins 05 or 82, don’t send the payment and contact us on 0800 085 2914. We’re available 8am to 7pm from Monday to Friday, and 9am to 5pm on Saturdays.

If your sort code begins 08, don’t send the payment and contact us on 0800 012 1440. We’re available 8am to 7pm from Monday to Friday, and 9am to 5pm on Saturdays.

If you suspect fraud, you can cancel your debit card straight away on the Virgin Money Mobile Banking app.

On your Virgin Money Mobile Banking app

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

We will send you out a new card and PIN within 2 to 5 working days.

If you need to speak to someone, our fraud team are here 8am to 7pm from Monday to Friday, and 9am to 5pm on Saturdays.

Call them on 0800 085 2914.

You can also find more information on our fraud and security page.

If you still need to speak to someone and it's outside the team's hours, you might be able to chat to a person right now.