Club M Account questions & answers

The Club M Account is available for anyone from the age of 18, subject to status. 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 Club M Account, we may offer you an M 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, or call us on 0800 678 3654.

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 Link opens in a new window.

You have the option to apply for an Arranged Overdraft when you apply for the Club M Account if you are over 18, subject to status and eligibility. 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.

If we offer you an Arranged Overdraft we’ll let you know what rate applies. Further information can be found on our website and in our Fee Information Document. Find out more Link opens in a new window.

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. For sole applications, continue application and switch. To continue a joint application and switch in, call us on 0800 678 3654 (Select the switching option) We’re here Mon - Fri 8am to 6pm and Sat 9am - 1pm.

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

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 678 3654. 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 678 3654.

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 678 3654 to see how we can help.

The Monthly Fee for Maintaining Your Account is £12.50.

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

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.

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.

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.

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.

Click here for details on how to make the change

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.

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

Click here to find out how to make a claim

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.

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. Link opens in a new window

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

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.

Yes, your trip via cruise is covered under our standard terms and conditions provided the cruise does not travel to or through Cuba, Iran, Syria, North Korea or the Crimea Region. The medical expenses limit for cruises within the UK is £10,000. Outside the UK the medical expenses limit is £10,000,000. You can see your full policy wording here. If you need cover for cruise-specific events like cabin confinement, missed port and unused excursions you will need to buy specialist cruise cover, this is not something covered under this policy.

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 online 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 online 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.

(Opens in a new tab/window)

Alternatively, login to online 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.

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.

(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 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.

(Opens in a new tab/window)

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.

(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.

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 on our fraud and security page.

(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.

(Opens in a new tab/window)

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 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.

If you have any questions about payments or limits, please call us on 0800 121 7365, or tap on live chat in your mobile banking app.

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.

(Opens in a new tab/window)

Currently, every Saturday, we set aside the money you’ll need to pay any bills which are due on the Monday. These are payments you’ve set up or ones that have been set up for you - things like Direct Debits and standing orders. From 14 August 2021, we’ll stop setting it aside, which means the money will still be in your account over the weekend.

Can I still spend money over the weekend?
Yes you can, but just remember to make sure there’s enough money in your account to cover any payments that are due on the Monday (or the next working day after a bank holiday).

How can I keep tabs on my weekend spending?
The quickest and easiest way is via the new Virgin Money mobile app, which is packed full of clever features like tracking and budgeting tools. If you haven’t already, download it from your usual app store.

Do these changes affect my incoming payments?
Not at all. None of your incoming payments, such as your salary, pension or benefits are affected.

Why are you making this change?
We’re doing it to give you more control over your money. As we’ll no longer be setting money aside at the weekend, it’ll be your choice what you spend and when. Just make sure you leave enough money in your account to cover any bills due on a Monday. If not, your Direct Debits and/or standing orders might not get paid which could lead to fees and charges. You can check your tariff for more information.

Will you tell me if I haven’t got enough money to pay a Direct Debit or standing order?
Yes we will, thanks to a useful tool available on our website and app, called Take Action Alerts. These free alerts let you know if a payment can’t be made because there’s not enough money in your account. If you’re registered on our app and we’ve got your mobile number, there’s nothing you need to do as you’ll receive these alerts automatically (unless you’ve opted out in the past). Otherwise, if you’d like to start receiving them, just update your contact details in your app or online.

Can I speak with someone about my account?
Of course, if you have any questions about your balance, payments or these changes, drop us a message in your app on Live Chat or contact us .

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, 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).

Following the links below to reset your online banking password.

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.

The channel limits will remain the same for personal customers on online 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).

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 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.

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 and set up your account online.

Go to the ‘My Savings’ tab in the app, click into your Club M Saver 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 Club M Account, then scroll down to select your Club M Saver 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 Club M Saver (or an automated sweep has transferred money to top up your Club M Account balance). Your Club M 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 Club M Account, and everything will add up again!

The Monthly Fee for Maintaining Your Account is £12.50.

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

The Club M 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 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% AER¹ (2.48% gross² 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% AER¹ (1.99% gross² per annum variable) on anything above that. Interest is calculated on a daily basis and is paid on the last business day of each quarter. Find out more about fees and charges.

The Club M 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 Club M Saver and earn interest on the whole balance – and the number of savings pots you can have is unlimited too. Find out more about fees and charges.

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.

We won’t apply fees for using your debit card abroad.

For general queries and requests about your Club M Account or app, please call our 24-hour contact centre on 0800 121 7365. Calling from abroad? Use +44 141 221 7300. You can also tap on live chat in your mobile banking app.

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 straight away.

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