I've lost my mobile device. How can I access my account?
Sorry to hear that. We'll help you get back up and running.
You'll need to have access to your registered email address and phone number so we can send a secure code that validates your identity. If you don't have access to these, please give us a call on 0345 528 88 88.
First, we'll need to remove the lost device from your account. Sign in to Online Service using your Username and Password, and on the next page, scroll to the bottom to find the option 'Recently changed your device?'.
Follow the on-screen instructions for removing your old device, which will include sending a secure code to your registered email address. You'll now be able to sign in to Online Service by sending a code to your registered phone number.
Then if you want to, you can download the Virgin Money Investments app on a replacement device and link it to your account. You'll need to sign into the app with your Username and Password, and we'll send a secure code to your registered phone number. From there your new device will be linked.