Technical help

Click here to access our technical help

• You’ll need a device with a currently supported operating system and an up-to-date browser.
• You will also need a mobile phone or a secure landline to enable you to bank online securely.

• This is a security feature on your account.
• If you don’t close your secure session by using the navigation buttons (for example, if your internet connection drops out) a 15-minute timeout will start.
• You’ll only be able to access your account after the timeout is complete.

• This is to protect you from ‘brute force’ attacks by fraudsters who may hold snippets of your security information.
• We’ll ask you for the same character or security answer until you enter it correctly, or the system will lock you out.

• Your PC’s clock or calendar might be set incorrectly. Double click the clock in the bottom right of your screen, set the date and time, then select 'Apply'.
• If your clock does not maintain the new setting, it may be because of a low or flat CMOS battery on older motherboards.
• This message might also appear if you’re using an older browser. Check with your supplier to see if you can update it.

This might happen when 'cookies' are disabled in your browser. You can change this in your browser’s privacy settings.

Your Temporary Internet Files folder or cache is full. Here’s how to clear the files:

• On a Windows device, press CTRL + SHIFT + DEL with your browser open and you’ll be given the option to clear the files stored on your device.
• On an Apple device, press SHIFT + COMMAND + DELETE with your browser open and you’ll be given the option to clear the files stored on your device.
• Or you can check the settings on your browser for the option to clear your cache or temporary files.
• If you'd like more information, just get in touch.

Your passwords and security information are very important. Here’s how to keep them safe:

• Memorize security details, don’t write them down. This helps prevent them being discovered or seen by someone else.
• Change your password often. Include numbers and letters as well as special characters, and avoid anything obvious like a family or pet’s name.
• You should never give your account details or other security information to anyone unless they are a permitted third party provider. You should never disclose your online account passwords to anyone under any circumstances.
• Using the internet in a public place? Don’t leave the computer unattended, and make sure no-one is watching you type.
• Don’t choose or change your personal details if you are in a public place.
• When you use a mobile phone or a secure landline to verify your ID online (receiving your one time passcodes), you need to ensure that these are secure and that you have access to your preferred phone number when logging into your online banking.
• If you change your mobile phone number or landline number please contact us on 0345 607 6991 to ensure we update our systems.
• If you lose your mobile phone or have it stolen please ensure you contact us on 0345 607 6991 to ensure we make your account secure.
• Always log out of online banking when you’re finished.
• Never respond to emails asking for personal information like passwords – including any which seem to have been sent by Virgin Money. We will never request this information from you.
• If you suspect you have been a victim of fraud or you’ve noticed any suspicious activity on any of your accounts please contact us immediately any time on 0800 212 7365 (+44 221 7300 if calling from abroad) if you have a Virgin Money Current Account or Personal Loan, or for all other accounts on 0800 012 1440 (+44 141 621 5802).

We are committed to making our service as safe as possible. Here’s how we help protect you:

• Online Service is hosted on a secure encrypted server. This makes your information secure before sending it over the internet.
• Online Service automatically logs you out if you haven't used it for 15 minutes – so if you forget to log out or you leave your computer, your information is only available for a limited time.
• Our sign in process asks you for three letters of your password. These are masked when you enter them.
• If you make several incorrect attempts to sign in, we lock you out so fraudsters can’t keep trying to guess your details.

Here are some ways you can help protect yourself:

Personal security information

• You should never give your account details or other security information to anyone unless they are a permitted third party provider. You should never disclose your online account passwords to anyone under any circumstances.
• Memorize your security details, don’t write them down.
• If you suspect you have been a victim of fraud or you’ve noticed any suspicious activity on any of your accounts please contact us immediately any time on 0800 212 7365 (+44 221 7300 if calling from abroad) if you have a Virgin Money Current Account or Personal Loan, or for all other accounts on 0800 012 1440 (+44 141 621 5802).

Your last sign in

• Every time you sign in to Online Service, we tell you when you last signed in.
• If this doesn't look right, someone else may have accessed your accounts online (other than permitted third parties) please contact us immediately any time on 0800 212 7365 (+44 221 7300 if calling from abroad) if you have a Virgin Money Current Account or Personal Loan, or for all other accounts on 0800 012 1440 (+44 141 621 5802).

Using the internet in a public place

• Be aware that computers in public places sometimes save passwords and other personal information without you knowing.
• If you are online in a public place, don’t leave the computer unattended and make sure no-one is watching you type.
• Don’t choose or change your personal details if you are in a public place.
• When you have finished, always close your browser and sign out.

Install security software

• Protect your computer with security software that includes an anti-virus, anti-spyware and firewalls.
• Update these regularly to keep them effective.

Phishing

• Some email scams ask UK banking customers to provide or confirm their online security details by email. This is known as ‘phishing’.
• These emails usually talk about online security and ask you to click on a link and enter your security details into what may look like a genuine website.
• Never use these links or supply your security details.
• Unfortunately, we can’t stop these emails being sent – but here’s how we would communicate with you:
  • Any email we send you will only contain links to features and information or promotions about our products and services. We will never send emails asking for personal or security information like your account number, PIN, password or security answers, unless you have asked to reset your password.
  • If you haven’t asked to reset your password and you receive an email supposedly from Virgin Money asking for personal or security information, do not respond. Simply forward it, preferably as an attachment, to report.phishing@virginmoney.com (These links are for your convenience – remember to always use our full website address directly in order to access your accounts).
  • We can’t reply individually, but we do investigate every email to make sure fraudulent sites are closed down as quickly as possible.
• If you are worried someone else might know your security details (other than permitted third party provider), contact us immediately anytime on 0800 012 1440 or +44 141 621 5802 If calling from abroad.

Intermediaries

• For any security questions or issues, just call the Intermediary Online Support Team on 0345 602 8348.* We are here from 8.30am to 6.00pm Monday to Friday.
• Take a look at the APACS website at www.banksafeonline.org.uk and the CIFAS website at www.identityfraud.org.uk

These sites have advice and tips on best practice:

• Get Safe Online Link opens in a new window link opens in a new window
• Bank Safe Online Link opens in a new window link opens in a new window

Firewall / personal firewall

• Firewalls control communications across computer networks by looking at their source, destination and type. They then decide whether to allow the communication.
• Once you're on broadband, your computer is constantly connected to the internet. It also has a unique number – an IP address – which can potentially be seen by anyone else on the network. Malicious users may then be able to access it.
• The firewall sits between your computer and the internet. It permits or blocks connections between your computer and other computers on the internet. This makes it more difficult to launch remote attacks on your computer.
• There are two kinds of firewall – software and hardware. A software firewall is a programme you install on your computer. A hardware firewall is a physical device that plugs into your broadband router and your computer via cables.

Encryption

• Encryption scrambles information being transferred between you and Virgin Money through a secure environment.
• The strength of encryption is measured by the number of ‘bits’ used in the scrambling process.
• Virgin Money’s Online Service can only be accessed by a browser using 128-bit encryption (currently the most secure).
• Online Service is also protected by layers of security, including two layers of encryption.
• Our encryption algorithm is internationally recognised. It has been exposed to public scrutiny for several years with no specific vulnerabilities being exposed.
• We constantly review our encryption so our systems are as secure as possible.

Pop-up blocking

• Programmes designed to stop pop-up adverts appearing on your screen while you’re browsing online.

Application

• Software that lets you carry out a specific task, like emailing.

Browser

• Used to view web pages. Microsoft Internet Explorer and Mozilla Firefox are popular examples of web browsers.

Cache

• A cache is a browser's temporary file storage area.
• When you visit a web page, a copy of that page is placed in your ‘temporary internet files’ cache.
• If you return to that page it will load more quickly, because it’s done from your cache rather than the internet.
• To see the newest version of a web page, hit ‘refresh’ or type a question mark at the end of the URL (web address).

Network

• Computers that are linked, allowing them to talk to each other.
• There are two main types of network – a Local Area Network (LAN) and a Wide Area Network (WAN).
• The internet works on a WAN, as it is made up of a collection of local networks linked together.

Proxy server

• A server sitting between a web server and an application like a web browser.
• A proxy server intercepts all requests to the web server – for files, connections, or web pages – to see if it can carry out the task itself.
• If not, it forwards the request to the web server.

If you can’t find what you need on this page, just give us a call on the relevant phone number for your product. You’ll find all our numbers on the contact us page.

So we can help when you call, please have the following details handy:

• The problem you’re having, including error messages.
• Your operating system (for example, Windows 10 / MacOS 10.15 / Mavericks). Older operating systems may not be supported by service providers, but we'll do our best to help.
• Your internet browser and version number (for example, Internet Explorer 11, Firefox 82, Chrome 86, Opera 68, Safari 13).
• Any browser toolbars you're using (like Google Toolbar, CallingID).