Using the app, internet banking and general account services
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.
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.
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.
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.
Go to Move Money on the bottom bar then follow these steps:
- Select the account you wish to make the Standing Order from
- Either select an existing payee, account or you can add a new payee
- Enter the amount
- Enter the reference (mandatory)
- Enter 1st payment date Toggle switch to repeat the payment
- Choose the frequency from these options: weekly/2 weekly/3 weekly/4 weekly/monthly/2 monthly/3 monthly/6 monthly/annually and confirm
- Choose when the payment will stop from these options: pick a date/No of times/Until I cancel and confirm
- Select continue
- 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.
Go to 'Move Money' on the bottom bar. Click on the account you wish to make the Standing Order from. You can then select an existing payee, account or you can add a new payee. You then select the payee or account you want to make the payment to and complete the relevant details. Select the toggle button "repeat this payment" and you will choose the frequency option and start date.
The Standing Order will appear in your list of repeating payments the next business day.
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.
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.
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 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.
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.
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.
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.