Current Account Control questions & answers

Yes, you can, and we’ve made it easy for you to switch from your current Clydesdale Bank or Yorkshire Bank mobile app. Just follow these instructions:

• Make sure the app you currently use is the most up to date version before you start the switch
• Go to the official app store for your device Download the Virgin Money mobile app (it’s the red one that says Say hello to brighter money)
• Once you’ve downloaded the Virgin Money app, just follow the instructions to start the switch
• You’ll need your Passcode – it’s the same code you use to access your Clydesdale Bank or Yorkshire Bank mobile app

Once you’ve completed the switch to the Virgin Money mobile app, you’ll be able to see all your accounts. Any problems? Get in touch using Live Chat on your mobile app or phone us on 0800 121 7365 and we’ll be able to help you.

When you’ve switched to the Virgin Money mobile app, remember to delete your old Clydesdale Bank or Yorkshire Bank app from your device and only use the Virgin Money mobile app from now on.

For security, we’ll remove your access to the Clydesdale Bank or Yorkshire Bank mobile app that you previously used.

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’d like to change your six-digit passcode for the app, or you’ve forgotten it, you can easily reset it from the sign in screen in the app. Just select 'Forgotten your passcode'. Any problems? Get in touch on 0800 121 7365 and we’ll be able to help you.

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.

Alerts

You can set alerts by choosing ‘More’ on the bottom right menu, then ‘Manage alerts’. If you click on your current account, you can switch on alerts for:

• Take action – sent when your balance can’t cover a payment.
• Balance – sent when your balance drops below a certain amount or when you have a high balance.
• Debit card transactions – when your card is used for payments over a set amount, abroad or in a certain way (at a cash machine or in a shop, for example).

Budgeting

You can access this feature from the middle of the bottom menu on the budget icon. You’ll be able to keep track of how much you expected to spend v how much you have.

Transaction tagging

Some transactions will be automatically tagged. This means they’ll be given a spending category, or you can tag transactions yourself. Hopefully it’ll help you understand what you’re spending on when you take a closer look within your budget tool.

You can find out more about the Virgin Money app features in the ‘More’ menu. Just choose ‘Help and contact’ and then ‘See how the app works’.

If you’ve forgotten your password, you can reset it by selecting ‘I don’t know my password’ when signing into internet banking.

To make sure your internet banking access is secure, you should never:

• Tell anyone your password
• Write your password down
• Reuse a previous password

Wherever you see the Mastercard symbol, you can use your debit card online and in shops. You can also get money out at cash machines or a Post Office®.

Your debit card is ready for Apple Pay and Google Pay* so you can add your card to your digital wallet, making it even easier to pay for things.

Please check your Tariff to see how much you can withdraw each day. It can be found here.

Yes, you can use it abroad in the same way you can in the UK. This includes contactless payments, Apple Pay and Google Pay* and wherever you see the Mastercard symbol. Please note, local transactions limits may be different to the UK.

You can check out our currency conversion calculator to view our exchange rates and how they compare to the latest European Central Bank rates.

No fees when you travel - we won't charge you for spending on your card or withdrawing cash when you're abroad.

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.

IThere are limits when using the app or internet banking. Some payments will need extra authentication using a registered mobile device for the banking app. You can find out more about Strong Customer Authentication here.

Without authentication, you can usually make payments up to £500 at a time, totalling £1,000 per day. Remember, the limit is £350 per day for cash withdrawals.

With authentication, these limits usually increase to £30,000. They 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, get in touch using Live Chat on your mobile app or phone us on 0800 121 7365 and we’ll be able to help you.

It’s simple - just go to the 'Move Money' tab in the app. In the options menu at the top right of the screen, you can see your Direct Debits and standing orders.

To cancel a Direct Debit, select the right payment then choose ‘Cancel this Direct Debit’ You need to do this before 4pm on the working day before the payment is due. It’s also a good idea to tell the organisation you were set up 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.

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.

If the payee is saved to your list, you won’t need to authenticate them again unless you make a change to their details - name, sort code, account number, reference etc.

No - authentication will only be requested when you select ‘Make a payment’, enter the amount and choose ‘Move money. This is when the verification happens.

If you’re making a future dated payment and it needs authentication, this will take place when you create the payment and select ‘Move money’. You don’t need to worry about authenticating again on the date of the payment. Any future dated payments you created before the change will be exempt.

No. Current Direct Debits and standing orders are ok. But if you’re setting up a new standing order, you’ll need to authenticate the payment. If the payee is saved to your list, you won’t need to authenticate them again unless you make a change to their details - name, sort code, account number, reference etc.

Follow the link below to reset your internet banking password.

Reset my password (virginmoney.com)

There’s a temporary lock on your account but don’t worry, it will be taken off in time. If you need to make the payment quickly, we can remove the temporary lock to help you make the payment online. We can also help you via telephone banking, please get in touch on 0800 121 7365.

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 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

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).

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.

There is a monthly Fee For Maintaining The Account of £4.00 which applies to this account whether the account is in credit or not. As with any other bank account, other fees and charges may apply.

1. AER. The AER (or Annual Equivalent Rate) is the equivalent rate if interest was paid and compounded once a year.

2. Gross rate. This is interest we pay without deducting income tax.

Your account aims to stop you going into an unarranged overdraft when you don’t have enough money in your account. A monthly Fee For Maintaining The Account applies to the account (check your Tariff).

You need to apply for this before you borrow the money. We’ll write to let you know all the details, including the interest rate you need to pay.

If you don’t have enough money in your account or your arranged overdraft, but try to make a payment, we’ll always try to stop it first. We’ll not charge you a Refusing A Payment Due to Lack of Funds Fee (check your Tariff). Sometimes we can’t stop it. If that happens, we’ll give you a temporary unarranged overdraft and the payment will go through. This can happen in any of these situations:

• When you use your card, but the shop doesn’t check you have enough money in your account.
• When you use your card to book a hotel or car hire, but it ends up costing more than you planned.
• When you use your card abroad and the exchange rate changes before your payment goes through.
• When you made a payment outside our normal timescales which we authorised.
• When a cheque you paid in is returned unpaid and we’ve taken the money out of your account.
• When you don’t have enough money to pay your monthly Fee For Maintaining The Account.

We also won’t charge you any Unarranged Overdraft interest if we’ve given you a temporary unarranged overdraft. But you’ll need to repay it asap. If you don’t, we’ll be in touch to discuss how to pay it back.

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.

For questions and requests on your current account or app, get in touch using Live Chat on your mobile app or phone us on 0800 121 7365 and we’ll be able to help you.

We want to make sure all our customers have confidence in their day-to-day banking and our products and services. Some people might need additional support and we’d like to understand your personal situation and provide you with a great experience. Please get in touch using Live Chat on your mobile app or phone us on 0800 121 7365 and we’ll be able to help you.

If you’re worried that someone has committed fraud on your account, call us straightaway. Get in touch using Live Chat on your mobile app or phone us on 0800 121 7365 and we’ll be able to help you.

If you want to know more about protecting yourself from fraud, take a look at the Take Five campaign. There’s great information and lots of top tips to help keep you safe from fraud.