You’re offline. This is a read only version of the page.
Virgin Money Help and Support
Menu
Virgin Money UK
Virgin Money UK Customer Self-Service - Product name | Pitch | Virgin Money UK
Home
Personal Loans
How can we help with your Personal Loans?
Search Filter
All
Knowledge Articles
Hi there. How can we help?
Please enter text into the box below to search for an article.
Current Accounts
Credit Cards
Cashback
Fraud
Inclusive Banking
Money Worries
Personal Loans
Savings
How do I switch my Virgin Atlantic credit card?
What happens when I switch my Virgin Atlantic credit card?
Will my interest rates change on my Virgin Atlantic credit card when I switch?
When can I switch my Virgin Atlantic credit card?
Why has my switch for my Virgin Atlantic credit card been scheduled?
Which fees will I be charged if I switch my Virgin Atlantic credit card?
Can I change my mind about switching my Virgin Atlantic credit card?
Can I switch between the Virgin Atlantic Reward and Reward+ credit cards?
Why has my switch for my Virgin Atlantic credit card been declined?
What happens to my Virgin Points when I switch my Virgin Atlantic credit card?
What happens to my welcome bonus when I switch my Virgin Atlantic credit card?
What is my anniversary year on my Virgin Atlantic credit card?
Service Status
What is "cashback to points" in my Virgin Red account in the Virgin Money Credit Card app?
How long does it take to convert ‘cashback to points’ in my Virgin Red account in my Virgin Money Credit Card app?
How do I reverse my Virgin Points back to cashback?
When did the millionaire points prize draw start?
How to switch to a Virgin Money current account
How do I open a current account?
Can I change my existing Virgin Money current account to a Club M Account?
How do I complete a current account application I saved?
Why have you asked me for proof of ID for my current account application?
How to confirm your address with an authentication code
How to open a linked saver for your M Plus, Club M or M Account
How do I apply for an overdraft on my current account?
What are the daily limits for using my debit card?
Using my debit card on holiday or abroad
Where can I find the interest rate for a M Plus, Club M or M Account?
Where can I find the interest rate on my current or savings account?
Are there any fees or charges on my Virgin Money current or savings account?
What's the maximum balance you can earn interest on with the M, M Plus and Club M account?
Will I still pay the Club M monthly account fee, if I don’t need all of the insurance cover?
When will I pay the monthly account fee for my Club M account?
How to change personal details on your current or savings account in the mobile banking app or online banking
How to view and download a current or savings account statement in the mobile banking app or online banking
How can I change the PIN on my debit card?
How can I unblock my debit card PIN?
My debit card is lost, stolen or damaged
Who provides the insurance cover and benefits that come with the Club M Account?
Will I receive separate policy documents from each of the Club M account insurance and benefit providers?
How do I make a claim, using my Club M account insurance?
Does the Club M account insurance cover trips within the UK?
Will there be a limit to the number of holidays I can take, with my Club M account insurance?
Will my pre existing medical condition be covered by the Club M account insurance?
How do I turn my Club M account insurance benefits off/on?
My Club M account insurance benefits are off, why was I charged a monthly account fee?
Can I turn off my Club M account insurance benefits if I have a claim in progress?
Can I just turn off one Club M account insurance benefit?
I’ve requested a change to my Club M account insurance benefits but haven’t received a confirmation email?
What is the Green Flag app?
Does Green Flag limit the amount of call-outs for breakdown cover?
How to make a payment from your Virgin Money current account
Why do you check the name on the account I’m paying, from my Virgin Money current account?
Why am I being asked to give a reason for my payment, from my Virgin Money current account?
Why am I being asked to check my payment, from my Virgin Money current account?
How to transfer money between your Virgin Money accounts
How do I take money out of a M account, M Plus Saver or Club M Saver?
How to cancel a Direct Debit from your Virgin Money current account
How to create a standing order from your Virgin Money current account
How to amend or cancel a standing order from your Virgin Money current account
How to deposit a cheque into a Virgin Money current or instant savings account
How to order a cheque book or pay-in book for your Virgin Money current account
I've forgotten my passcode for the Virgin Money Mobile Banking app
How do I change the online banking password for my current account?
How to set up face or fingerprint recognition on the Virgin Money Mobile Banking app
How to register for the Virgin Money Mobile Banking app
What happens if I’ve forgotten my customer number/ID to sign in to Internet Banking?
How to add the Virgin Money Mobile Banking app to a new phone or tablet
What are Savings Pots?
How to set up a Savings Pot
How to move money into a Savings Pot
How to track your spending in the Virgin Money Mobile Banking app
How to set budgets in the Virgin Money Mobile Banking app
How does the Sweep Tool work in the Virgin Money Mobile Banking app?
How to manage alerts from the Virgin Money Mobile Banking app
How to check which version of the Virgin Money Mobile Banking app you’re using
What are the system requirements for the Virgin Money Mobile Banking app?
How to get back into the Virgin Money Mobile Banking app if you've entered the wrong login details
How do I dispute a debit card payment and get a refund?
Can I cancel the agreement if I change my mind?
How do I apply for a credit card?
How do you verify my identity?
Will I be approved for a card?
How long will it be before I hear?
What happens if I'm declined?
How to register for the Virgin Money Credit Card app
Using my credit card on holiday or abroad
What if I'm not happy with the changes to my credit card terms?
How to set up Apple Pay/Google Pay in the Virgin Money Credit Card app
Why was my credit card declined recently?
I have multiple credit cards how do I manage my accounts?
How can I opt out or change my marketing preferences for my credit card?
What are spending notifications in the Virgin Money Credit Card app?
How do I activate my credit card?
What are trusted retailers in the Virgin Money Credit Card app?
How to manage your credit card account without the Virgin Money Credit Card app
How do I close my credit card account?
You've sent me an online form to opt out of closing my account, but I can't access it
How can I update the personal details on my credit card?
How can I send my documents to you, for my credit card?
How to certify a document?
How do I view and download my credit card statement?
How do I change the way I get my credit card statements?
I've had a refund to my credit card and my account is now in credit, how do I get this money into my bank account?
Where can I see refunds on my credit card account?
I haven’t received a refund to my credit card from a retailer that I was promised?
How can I change the credit limit on my card?
I have been told my credit limit is increasing, but I don’t want it to, what should I do?
Can I apply for an increase to my credit limit in the future?
Can I change the way credit limit offers are applied to my credit card account?
Why have you reduced my credit limit?
The credit limit I've been given is less than I expected, what can I do?
Can I spend over the credit limit on my credit card?
Where can I find out about my credit card charges and interest rates?
You’ve increased the interest rate on my credit card, why?
I’m not happy that you’ve increased the interest rate on my credit card, what can I do?
How can I apply for a refund of a fee on my credit card account?
What is a Cash Advance?
What happens if I make a Cash Advance transaction?
What should I do if I don't recognise a transaction on my credit card?
What do I do if there's an issue with something I've ordered from a retailer with my credit card?
What can I do if I've purchased something with my credit card from a scam website?
How do I raise a claim to dispute a credit card transaction?
Can the retailer decline my credit card dispute claim?
Do I need to contact the retailer about my credit card dispute claim?
How do I send you evidence of my credit card dispute claim?
How long does disputing a credit card transaction usually take?
How will you keep me informed of my credit card dispute claim?
How do I cancel a subscription on my credit card?
Can you cancel a transaction I've already made on my credit card?
I have heard the term 'Section 75', what does that mean?
How can I make a Section 75 claim?
What is a pending transaction on my credit card?
How can I check if I have a Direct Debit set up for my credit card?
How to set up a Direct Debit in the Virgin Money Credit Card app
Can I change the Direct Debit amount on my credit card?
Can I change the date my Direct Debit is taken for my credit card?
Can I change the bank account my Direct Debit comes out of for my credit card?
I cancelled my Direct Debit and made a manual payment, but I’ve been charged a fee on my credit card, why?
How do I cancel the Direct Debit to my credit card?
How do I make a payment to my credit card?
How do I pay my credit card by Bank Payment?
How long will my payment take to clear on my credit card account?
What does Requested Payment mean on my Virgin Money or Virgin Atlantic instalment plan?
What does Requested Payment or Minimum Payment mean on my Virgin Money Slyce instalment plan?
Can I pay off extra on my Virgin Money Slyce card?
When is my credit card payment due?
What's the minimum monthly amount I'll need to pay off my credit card?
How is my credit card balance paid off?
I can't find my bank in the list to pay by Bank Payment
I have a Direct Debit set up on my credit card, but the summary screen says I need to make a payment. What should I do?
I made a manual payment to my credit card and you still claimed the Direct Debit, why?
There was a technical error and my payment didn't go through on the Virgin Money Credit Card app
Can I do a balance transfer from an American Express credit card?
Can I transfer my store card balance to my credit card?
Can I do a balance transfer to a credit card that isn't in my name?
How to do a balance transfer in the Virgin Money Credit Card app
What is a balance transfer on my credit card?
How long does a balance transfer on my credit card take?
What’s the difference between a money transfer and a balance transfer on my credit card?
Can I cancel a balance transfer or money transfer request on my credit card?
Why didn't the balance transfer go through on my credit card?
The balance/money transfer on my credit card hasn’t been completed
How to do a money transfer in the Virgin Money Credit Card app
What is a money transfer on my credit card?
Can I do a money transfer to a current account that isn’t in my name?
How long does a money transfer from my credit card take?
What is a promotional rate on my credit card?
You've removed the promotional rate on my credit card, can you re-instate it?
I have a promotional rate on my credit card, why am I being charged interest?
When does the promotional rate on my credit card end?
What is paid off first on my credit card, purchases or promotional rates?
Why have you restricted my access to making balance transfers, money transfers and cash advances (including withdrawing cash)?
How do I know if I can take out an instalment plan on my credit card?
How do I take out an instalment plan on my credit card?
How does an instalment plan affect my current credit card balance?
How many instalment plans can I have on my credit card?
What is an instalment plan on my credit card?
Why don’t I have an instalment plan offer on my credit card?
Can I still take out cash with my credit card if I have an instalment plan?
Can I add more than one purchase to an instalment plan on my credit card?
Can I cancel an instalment plan on my credit card?
Can I extend an instalment plan on my credit card?
How do I view the instalment plans I have on my credit card?
What happens if the transaction I have in an instalment plan is refunded?
Can I make extra payments to the instalment plan on my credit card?
How do I manage my credit card payments if I have an instalment plan?
What happens if I miss the instalment plan payment on my credit card?
What happens to my monthly minimum payments if I take out an instalment plan on my credit card?
What fees are charged to take out an instalment plan on my credit card?
How can I change my credit card PIN?
How to view your credit card PIN
How can I unblock my credit card PIN?
When will I receive my credit card(s) and PIN?
How can I freeze my credit card?
My credit card is damaged, what can I do?
My credit card is lost or has been stolen, what do I do?
What does freezing my credit card mean?
Where can I find my credit card details in the Virgin Money Credit Card app?
How do I change my passcode on the Virgin Money Credit Card app?
How do I change my password on the Virgin Money Credit Card app?
I've entered the wrong passcode in the Virgin Money Credit Card app
Can I disable face or fingerprint recognition on the Virgin Money Credit Card app?
My face or fingerprint recognition is not working on the Virgin Money Credit Card app
Can I use the Virgin Money Credit Card app on more than one device?
How do I change my username on the Virgin Money Credit Card app?
I can’t find my credit card, can I still register for the Virgin Money Credit Card app?
Can I use the Virgin Money Credit Card app for more than one credit card?
How can I remove my closed account from the Virgin Money Credit Card app?
How to use the Virgin Money Credit Card app
I already have a Virgin Money app, do I also need the Virgin Money Credit Card app?
The Virgin Money Credit Card app is not working, what can I do?
What are the system requirements for the Virgin Money Credit Card app?
What do I do if I change the device I use the Virgin Money Credit Card app on?
I’ve not received the One Time Passcode for my credit card, what should I do?
What is a One Time Passcode (OTP)?
Can I manage my credit card account online?
How do I approve a transaction in the Virgin Money Credit Card app?
What is Virgin Atlantic's Flying Club?
What is Virgin Red?
What's the difference between Virgin Red and Flying Club ?
How do I link my Virgin Red account to the Virgin Money Credit Card app?
How do I add my Flying Club number to my credit card account?
What are Virgin Points?
How do I earn Virgin Points with my Virgin Atlantic credit card?
How do I spend the Virgin Points I earn with my Virgin Atlantic credit card?
How long do Virgin Points take to appear in my balance?
What is the Virgin points prize draw in the Virgin Money Credit Card app?
When will my Virgin Points be added to my account?
Where can I see the Virgin Points I've earned with my Virgin Atlantic credit card in the app?
What are My Rewards in my Virgin Red account in the Virgin Money Credit Card app?
Why do I need to provide Virgin Red Marketing consent?
How do I qualify for Virgin Atlantic credit card rewards?
What are the Virgin Atlantic credit card rewards I can choose from?
How do I choose and use my Virgin Atlantic Reward Voucher?
What is my Virgin Atlantic Reward Voucher spend threshold?
I want to get a replacement or refund for a Virgin Red reward, what should I do?
What should I do if Virgin Red Points are missing after claiming a reward?
What should I do if I have a problem with a Virgin Red reward - e.g. I didn't receive my order.
My Virgin Points showing in the Virgin Money Credit Card app are incorrect, what should I do?
Can I get cashback on more than one Virgin Money account?
How do I earn cashback?
Will you share my data with anyone if I join Virgin Money Cashback?
I'm missing some cashback from a retailer?
I'm worried about fraud on my account, what should I do?
I have received a warning message when making a payment, what is this?
Why am I being asked to verify my purchases more often, when making a purchase online?
What is 'Strong Customer Authentication’?
I am unable to see ATMs
I need additional support in your branches
I need help with reading documents or writing
I need help with reading online
I am unable to hear someone on the telephone
I struggle to hear people face to face
I am unable to use a chip and PIN Card
I am unable to use a keyboard or mouse
I need support to enter your branches
I struggle to sign my name
I have difficulty remembering my PIN number
I require more time to write notes when visiting a branch
Let us know how else we can support you
Budget Planner
Feel better about money
Tools and calculators
Financial support if you’re self-employed
Help if you’re struggling to manage bills and payments
Living on a squeezed income
Redundancy and losing your job
Dealing with debt
Impact on your credit score
Breathing Space on your credit card
How a credit card impacts your credit file
I'm struggling to make monthly payments
I've missed a payment on my credit card
I've received a fee on my credit card account
I've went over the credit limit on my credit card
My credit card statement says I'm in arrears
What is Persistent Debt?
I'm dealing with a Debt Management Company
What is a Debt Management Company?
I am going though a Debt Arrangement Scheme
I am going through Bankruptcy or Sequestration
I'm going through an Insolvency or a Trust Deed
Support available for bereavement
The credit card account holder has passed away
Can I change my mind after I've signed the loan agreement?
I already have a personal loan with Virgin Money, can I apply for another one?
What information do I need before I apply for a personal loan?
How quickly will I get the money once I've applied for a personal loan?
Can I change the loan amount I've applied for?
How do you verify my identity as part of a loan application?
Is a debt consolidation loan right for me?
What are the benefits of a debt consolidation loan?
What should I be aware of with a debt consolidation loan?
What is a representative APR on a personal loan?
Is there an arrangement fee for a personal loan?
Is the interest rate on a personal loan fixed?
Is a personal loan secured?
What can I use a personal loan for?
Can I check my eligibility before I apply for a personal loan?
When will I find out if my loan application has been approved?
I have a British Forces Post Office (BFPO) address, can I apply for a loan online?
Can I get my loan documents in another format?
Can I save my loan application and finish it later?
Can I make a joint loan application?
I'm filling out a loan application and my occupation isn't on the list
Why do you need to know about my income and expenses, on my loan application?
I'm waiting for an update on, or answer to, my loan application
Why isn't the interest rate on my loan the same as the one on your website?
I've checked my credit rating and it's good, why have I been declined for a personal loan?
I applied for a personal loan and received an authorisation code, what do I do with it?
The One Time Passcode to get back into my saved loan application didn't work, what do I do?
How often will I make repayments on my personal loan?
What happens if I fall behind with the repayments on my personal loan?
Can I pay my loan back early?
How can I change the payment date for my personal loan?
How can I change the Direct Debit for my personal loan?
I've cancelled Direct Debit for my personal loan , how can I set up a new one?
What type of account can I use for my Personal loan Direct Debit?
Am I able to take a payment holiday on my loan?
What is a right of set-off on my personal loan?
How do I check the balance of my personal loan?
How can I find out the settlement figure of my loan?
How do I find out how long I have left to repay my loan?
How do I register for internet banking for my personal loan?
If my home purchase fails, will I be able to re-open my Help to Buy ISA?
Why did I get a 'Something's gone wrong' message when trying to connect my current account to the Virgin Money Credit Card app?
I’m planning to buy a home with someone else. Can we both use a Help to Buy ISA bonus towards our purchase?
What happens when my Term Deposit account matures?
How can I pay money in to my Virgin Money Everyday Saver account?
If I've already paid into an ISA this tax year, can I transfer it to Virgin Money?
Why did I get an error message when entering my access code on the Virgin Money Credit Card App?
Can I open a Virgin Money savings account in joint names?
Can I open a Virgin Money savings account if I'm not a UK resident?
Why is the interest rate now 0.10 percent on my Virgin Money savings account?
How do I pay money into my ISA?
Can I transfer part of my ISA?
How can I withdraw money from my Virgin Money Everyday Saver account?
I'm trying to connect my current account but I've forgotten my Virgin Money Mobile Banking app passcode. What do I do?
Can I open a Help to Buy ISA with Virgin Money?
How do I manage a Virgin Money Jumpstart savings account?
I requested an access code for the Credit Card app but haven’t received it, what should I do?
How do I manage my Virgin Money Instant Access savings account?
Why did I get a 'We cannot connect your account' message when trying to connect my current account to my Virgin Money Credit Card app?
How do I make payment from my current account using my Virgin Money Credit Card app?
Which Virgin Money ISA accepts Additional Permitted Subscriptions (APS)?
How can I transfer my Cash ISA to another provider?
Can I pay more than £200 a month into my Help to Buy ISA?
What will happen to my Fixed Rate Cash ISA once the fixed rate period ends?
What is my ISA allowance for this tax year?
Where can I find the sort code for my ISA?
Can I open a savings account when I'm in a Virgin Money branch?
How do I connect my Virgin Money current account to my Virgin Money Credit Card app?
Can I transfer a Stocks and Shares ISA into a Cash ISA with you?
How do I manage my current account or query a transaction in my Virgin Money Credit Card app?
How do I manage a Virgin Money Headstart savings account?
How do I close my Help to Buy ISA and claim the bonus?
Why did I get a 'Something's gone wrong' message when trying to connect my current account to my Virgin Money Credit Card app?
Will the interest rate on my ISA change?
Can I transfer multiple ISAs from other providers into one Virgin Money ISA?
How is the interest calculated on a Virgin Money Headstart savings account?
Can I withdraw money from my Help to Buy ISA without closing it?
Can I register for the Credit Card app without my card?
What is the maximum bonus I can get from my Help to Buy ISA?
I have a Virgin Money personal current account, why can't I see the option to connect my accounts?
I already have an ISA, can I open one with Virgin Money as well?
What will I see in my Virgin Money Credit Card app once I've connected my current account?
Will I need to pay tax on the interest I earn with my Virgin Money savings account?
Why did I get a 'Your details don't match' message when trying to connect my current account to my Virgin Money Credit Card app?
What's a Term Deposit?
Why aren't my current accounts showing in the Virgin Money Credit Card app after connecting them?
How is the interest calculated on a Virgin Money Jumpstart savings account?
Which accounts can I connect in the Virgin Money Credit Card app?
Is my Virgin Money savings account protected by the Financial Services Compensation Scheme (FSCS)?
What is an ISA reactivation form?
How can I transfer my existing ISA to Virgin Money?
What is a flexible ISA?
Why did I get this message when trying to re-register for the Credit Card app: ‘We couldn’t find you’
How can I transfer my ISAs within Virgin Money?
Can I pay in to a Stocks and Shares ISA and a Help to Buy ISA at the same time?
Will the interest rate change on my Virgin Money savings account?
Search
Please don't include any personal information such as your account number, password or email.
I need help with
Getting Started
Manage my account
Making payments
Support with the Mobile Banking app and Internet Banking
Important information
What can I use a personal loan for?
How do I check the balance of my personal loan?
How can I find out the settlement figure of my loan?
How do I register for internet banking for my personal loan?
Popular questions
How quickly will I get the money once I've applied for a personal loan?
Can I pay my loan back early?
What can I use a personal loan for?
What information do I need before I apply for a personal loan?
How do I check the balance of my personal loan?
