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Registration, login & passwords

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 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, or tap on live chat in your mobile banking app.

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.

In order to use the mobile app on your new mobile phone, you will need to download the app using the new device.

The app will ask you for your customer number and account details in order to link your account to your new mobile device.

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

  • Log into the Mobile Banking app
  • go to the more menu
  • then Login access and security
  • then mobile app access

Select the device to be removed by selecting the bin icon and choose 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 Mobile Banking App.

Payments, limits and balances

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 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.

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.

Watch a demo on paying someone new Link opens in a new window

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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.

Watch a demo on paying a company Link opens in a new window

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This can be done on the Virgin Money mobile banking app or Internet banking.

On your Virgin Money mobile banking app

  1. Open your Virgin Money mobile banking app and login
  2. Tap More > Tap Move Money on the bottom bar
  3. Tap the account you wish to make the Standing Order from
  4. Either select an existing payee, account or you can add a new payee
  5. Enter the amount
  6. Enter the reference (mandatory)
  7. Enter 1st payment date Toggle switch to repeat the payment
  8. Choose the frequency from these options: weekly/2 weekly/3 weekly/4 weekly/monthly/2 monthly/3 monthly/6 monthly/annually and confirm
  9. Choose when the payment will stop from these options: pick a date/No of times/Until I cancel and confirm
  10. Tap Continue
  11. Tap Make payment

Enter the requested characters from your Internet Banking password.

Confirmation screen confirms payment complete.

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

The Standing Order will appear in your list of repeating payments the next business day.

On Internet banking

  1. Go to Current Account Sign in
  2. Enter your customer number and password
  3. Select Pay or transfer money
  4. Select From and To accounts
  5. Enter the payment value
  6. Enter the reference (mandatory)
  7. Choose Repeating payment
  8. Choose the frequency from these options: weekly/2 weekly/3 weekly/4 weekly/monthly/2 monthly/3 monthly/6 monthly/annually and confirm
  9. Choose when the payment will stop from these options: pick a date/No of times/Until I cancel and Continue
  10. Confirm the payment reason and Review payment
  11. If all the details are correct, select Make payment

Enter the requested characters from your Internet Banking password.

Confirmation screen confirms payment complete.

Standing orders must be set up prior to 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 Internet banking.

On your Virgin Money mobile banking app

  1. Open your Virgin Money mobile banking app and login
  2. Tap the Move Money tab in the app
  3. At the top right of the screen, within the Options menu, you can select to view your Direct Debits or Standing Orders.

Direct debit:

To cancel a Direct Debit -

  1. Select the relevant payment
  2. 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.

Standing Order:

You can cancel the payment or amend the value and/or date instead.

  1. Select the payment you wish to change
  2. 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.

Watch a demo on managing standing orders and Direct Debits Link opens in a new window

(Opens in a new tab/window)

On Internet banking

  1. Go to Sign in
  2. Click view scheduled payments
  3. Select the payment you wish to cancel or amend and follow the onscreen instructions

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.

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 website.

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.

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.

On your Virgin Money mobile banking app

  1. Open the Virgin Money mobile banking app
  2. Tap Forgotten your passcode from the login screen

If you are still having problems, please call us on 0800 121 7365, or tap on live chat in your Virgin Money mobile banking app

On Internet banking

Following the links below to reset your internet banking password.

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

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 in the ‘Move Money’ tab on the app and in internet banking.

Just select the accounts you would like to transfer money between, and follow the on screen instructions.

Cheques

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.

Watch a demo on depositing a cheque Link opens in a new window

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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 on live chat in your mobile banking app.

Cards

You can cancel your card straight away and order a new one in under 30 seconds using the Virgin Money app and internet banking. Just log into your app and go to 'More' > 'Manage your cards' and follow the on screen instructions.

Watch a demo on reporting your card lost or stolen Link opens in a new window

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

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

Go to More -> Manage your cards and follow the on screen instructions.

Watch a demo on reporting your card lost or stolen Link opens in a new window

(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.

Personal details and app settings

Mobile app

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.

Just log in to your app and go to More -> Change Your Contact Details.

Watch a demo on managing personal details Link opens in a new window

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Internet banking

To do this, select the More button in the right top hand corner and click on Contact details, you will be able to review your details and edit your preferred contact method.

Statements

Mobile App

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.

Watch a demo on statements and transactions Link opens in a new window

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

Internet banking

Log in and click on the 'View and download statements' button under 'Your account' on the right hand side and then select 'Print or download statement' at the bottom of your screen. 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 may be required to select the 'Change' button to either print or save.

Not available for Business customers.

Budgeting and saving

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.

In the app, head to ‘Move Money’. Select your current account, then 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.

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 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 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.

Open Banking

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.

Security

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.