VIRGIN MONEY CREDIT CARD QUESTIONS AND ANSWERS

If you have forgotten your online service password, you can reset this online.

• Proceed to the Online Service login screen, enter your Customer ID and select 'Sign in'
• On the ‘Enter Password’ screen there is a link titled ‘If you can’t remember your password or passcode please reset it here now’
• Please click this link and you will be navigated to the reset password / passcode screen
• If you have locked yourself out of our Online Service please call us on 0800 011 3210. We’re here 24 hours a day, 7 days a week

You can make payments by the following methods:

Direct Debit – You can make payments by Direct Debit on a monthly basis, the Direct Debit will collect on your monthly due date. You have the option to pay the minimum payment, a regular fixed payment or the full statement balance. Please remember your Direct Debit will be collected regardless of any additional payments made. You can set up or amend a Direct Debit online by logging on to Online Service or calling one of our Customer Service advisors.

Please Note – If a statement has already been produced and you set up a Direct Debit online. The Direct Debit will not take effect until the following month.

Debit Card – You can make a one-off debit card payment through our Online Service by choosing ‘Payments’ from the menu, then ‘Pay by Debit card’ and following the instructions on screen. If you would prefer to make a payment by debit card over the phone, just call us on 0800 011 3210 and you can use our automated phone service or speak to our customer service team. We are here 24 hours a day, 7 days a week. You can also register your Debit Card with us online, so we can collect your minimum payment when you text ‘PAY’ (and the last 4 digits of your 16 digit credit card number) to 88300. Please make payments at least three business days before payments are due. Your payment will be applied to your account the next business day. Business days are Monday to Friday, 9am to 4pm, except for bank holidays or public holidays.

By Post – To make a payment by post, please send a cheque payable to 'Virgin Money’ and include your 16-digit Virgin Money Credit Card number in the payee line. Write your full name and address on the back of the cheque and send it to:

VM Credit Card Payments
PO Box 492
Jubilee House
Newcastle Upon Tyne
NE3 9FL
United Kingdom

Please note, we are unable to accept cash payments by post.

Using your bank account – To make an electronic payment you will need to use sort code 40-64-25, bank account number 41320424 and quote your 16 digit Virgin Money Credit Card Number as the payment reference. If the payment is made by Faster Payment the funds will be added to your account within two hours of receipt of the funds.

Your first payment will be due 20 days after your first statement is produced, you will receive an e-mail when your first statement is ready to view online. Alternatively, you can arrange paper statements by logging into your online service or by calling our Customer Service Helpline on 0800 011 3210. We are here 24 hours a day, 7 days a week.

Yes, it is straightforward to transfer a balance you can do this online, or by calling us on 0800 011 3210. We are here 24 hours a day, 7 days a week.

Remember though, you will need to do this within the first 60 days for you to receive the introductory balance transfer offer. You can use our balance transfer calculator to find details on our introductory offers, including any fees we charge. Don’t forget – promotional offers start from the date your account is opened, not from when you transfer your balance.

A one-time passcode is a unique 6-digit number we'll text to your mobile or landline phone. It can only be used once, and for security reasons will only work for a short amount of time. If you have any problems getting hold of your passcode, make sure you get in touch. We might need to check we have the right number for you.

We'll never call, email or ask you for your one-time passcode, so please don't share it with anyone. One-time passcodes are used to register for our Online Service, sign in to your online account, change details on your online account, verify some withdrawals you make and to confirm it's you when you make a card transaction online.

It is straightforward to apply online with our safe and secure online application.

If you have any queries with your online application, then call us on 0800 389 2875. We are here from 8am to 8pm, Monday to Friday and 8:30am to 5pm on Saturdays.

Before making an application you can use Card Checker to see your chances of being accepted for a Virgin Money Credit Card. It's quick and easy and won't affect your credit rating. All you need to do is give us a few basic details.

If you decide to complete an application we'll carry out a full credit check and confirm whether you've been approved. In some circumstances, we may need some additional information and we'll let you know if this is the case. When making our decision, we'll take into account your age, status and financial background. Before you apply, check the following statements are true:

• I am aged 18 years or over (the same goes for any additional cardholders).
• I am a UK resident.
• I have a UK bank or building society account.
• I have good credit history.
• I have an income of at least £7,000, or my household income is at least £15,000.

You won't be approved if you are bankrupt or in an IVA, and it is unlikely that you'll be approved if you have CCJs or defaults and if you have no credit history. If you are unsure of your credit history, then please contact Experian link opens in a new window/tab for a copy of your credit file.

If we decline to offer you a card, then we recommend you obtain a copy of your credit file from Experian link opens in a new window/tab. Please wait 6 months before applying again because further declines can impact your credit rating.

You can appeal a decision by writing to us at:

Virgin Money Credit Cards
PO Box 10234
Wigston
LE18 9FA

The limit given is based on your personal circumstances.

We aim to tell you if we have approved your application straightaway. Sometimes, we may need to ask you for a few more details first – if we do, we’ll let you know immediately after you’ve made your application, then get in touch to request the additional information from you.

If we approve your application, we’ll send your Virgin Money Credit Card to you within 7-10 working days. If you'd like to ask us any questions in the meantime, you can call us on 0800 389 2875. We are here from 8am to 8pm, Monday to Friday and 8:30am to 5pm on Saturdays.

You can with withdraw from your agreement within 14 days from the day after you receive your Virgin Money Credit Card.

You can do this by writing to us at:
Virgin Money Credit Cards
PO Box 10234
Wigston
LE18 9FA

You can also call us on 0800 011 3210. We are here 24 hours a day, 7 days a week.

Remember, you must repay any balance and interest within 30 days of the date you tell us you want to cancel your agreement. You will not have to pay any other charges and you can repay your balance in full at any time.

If you wish to cancel the agreement outside of the cooling off period you will need to call our Customer Services Helpline on 0800 011 3210. Please note – your account must have a zero balance. We are here 24 hours a day, 7 days a week.

There are a few ways you can activate your Virgin Money Credit Card.

• The easiest way to activate your credit card is by logging into Online Services and selecting ‘activate your card’ on the transactions tab and following the instructions on the screen.
• Calling our Customer Service Helpline on 0800 633 5045 and using our automated service or by speaking to one of our Customer Service Advisors. We are here 24 hours a day, 7 days a week.

You can run your Virgin Money Credit Card account 24/7 using our Online Service or by calling us on 0800 011 3210 24 hours a day, 7 days a week.

You can order a replacement card through Online Services or by calling us free on 0800 011 3210. Once you’ve told us you need a new card you should receive your replacement in 5-7 working days. We are here 24 hours a day, 7 days a week.

You can use your card at over 20 million shops, restaurants, petrol stations and over 1 million cash machines in most countries throughout the world – just look out for the Mastercard® logo.

If you use your card to make a purchase or withdraw cash in Euros, Swedish Kronor or Romanian Lei when you’re in one of the countries of the European Economic Area (EEA), we won’t charge you a Non-Sterling Transaction Fee. Just go to www.gov.uk/eu-eea PDF opens in a new window  for a full list of these countries.

When you take money out in those currencies from a cash machine in the EEA, you won’t have to pay a Non-Sterling Transaction Fee either – but you will still need to pay a Cash Advance Fee.

If you'd like to speak to us while you’re abroad just call +44 191 284 9005.

Each month you must pay at least the minimum payment in pounds sterling as shown on your statement.

This will be the greater of:

• £25, or your whole balance shown if it is less, or
• the interest, any default charges and annual card fee, plus 1% of the remaining balance.

The minimum payment must reach your account by the payment date shown on your statement.

Virgin Money adheres to The Standards of Lending Practice which are monitored and enforced by the Lending Standards Board: www.lendingstandardsboard.org.uk PDF opens in a new window 

Your copy of the Statement of Lender and Borrower Responsibilities.

A balance transfer allows you to move part or all of the balance of another credit card or store card to your Virgin Money Credit Card.

If you have existing high interest credit or store cards, transferring any outstanding balances to your Virgin Money Credit Card could save you money (fees apply). You will not be able to transfer a balance to this account from another card issued by Clydesdale Bank PLC (including Virgin Money, Virgin Atlantic, Clydesdale Bank, Yorkshire Bank or ‘B’ credit cards), a non-UK financial organisation or from certain store cards.

Transferring other debts to this card and paying only the minimum amount due each month may lower your overall monthly debt repayments, but it may take longer and cost you more to repay what you owe. Other lenders may charge a fee for settling a loan early.

You can complete a balance transfer to an account in your name, or in the name of your additional cardholder. Additional cardholders can also request balance transfers to accounts they are named on.

If you are looking to transfer a balance from another credit or store card and want to find out how much your fee would be, then you can go to our balance transfer calculator to work this out. All you need to do is enter how much you would like to transfer and we will do the rest.

Yes, it is straightforward to transfer a balance you can do this online, or by calling us on 0800 011 3210. We are here 24 hours a day, 7 days a week.

Remember though, you will need to do this within the first 60 days for you to receive the introductory balance transfer offer. You can use our balance transfer calculator to find details on our introductory offers, including any fees we charge. Don’t forget – promotional offers start from the date your account is opened, not from when you transfer your balance.

Yes, you are able to balance transfer certain store cards to our Virgin Money Credit Cards. Please contact our application team on 0800 011 3210 to check if your existing store card is eligible. We are here 24 hours a day, 7 days a week.

You can only complete a balance transfer from an American Express card that is underwritten by a UK Financial Organisation. Please note – some American Express cards have UK Company branding (such as British Airways) but are underwritten by a US Bank. If in doubt, please check with your provider.

Usually, it takes 2 – 3 working days to transfer funds from a Virgin Money Credit Card to your existing credit card provider following an accepted application.

We may need to complete necessary additional checks which may slightly increase the time it takes for the transfer to complete.

A money transfer is a feature of the Virgin Money Credit Card. It allows you to transfer funds straight into your bank or building society account.

Whether you want to transfer funds to pay off an overdraft with a higher interest rate, or free up some money for home improvements, you can transfer money from your Virgin Money Credit Card directly into your own bank or building society account.

A transaction fee may apply and you will need to request your money transfer within the first 60 days of opening your account to receive the introductory promotional offer.

Transferring funds from this card and paying only the minimum payment amount due each month may lower your overall monthly debt repayments, but it may take you longer and cost you more to repay what you owe. Other lenders may charge a fee for settling a loan early.

You should not use your card to repay a loan, overdraft, or mortgage issued by Clydesdale Bank PLC (including Virgin Money, Clydesdale Bank and Yorkshire Bank).

If you are looking to move money from your credit card to your current account and want to find out how much your fee would be, then you can go to our money transfer calculator to work this out for you. All you need to do is enter how much you would like to transfer and we will do the rest.

You can complete a money transfer to a current account in your name, or in the name of your additional cardholder. Additional cardholders can also request money transfers to current accounts they are named on.

Usually, it takes 2 – 3 working days to transfer funds from a Virgin Money Credit Card to your nominated current account following an accepted application. We may need to complete some necessary additional checks, this may slightly increase the time it takes for the transfer to complete.

You can find detailed information about our charges and interest rates in the summary box. When you have chosen a card, the summary box PDF will be visible on the “Apply Now” page beneath the product summary at the top of the page. Here’s an example:

Interest is charged based on the average daily balance on the account. First we work out your daily interest charge by multiplying your interest rate by the average balance at the end of the day since your last statement was produced. This daily interest charge is then multiplied by the number of days since your last statement was produced. We do this for each type of balance (e.g. card purchases, balance transfers) to give the total interest charge on your account.

For more details on how interest is charged, you can read this handy guide.

 Understanding how your interest is charged(Opens in a new window/tab)

We will repay balances with the highest interest rates, before repaying those with lower interest rates.

Where we charge interest on multiple promotional balances at the same rate, we will pay off the balances in the order that the promotional offers expire (for example, a balance with a promotional rate that ends in two months time will be paid off before one that ends in six months time).

Where promotional offers expire at the same time, we will pay off the balances in the following order: Money Transfers, Balance Transfers, Card Purchases. We will always pay off existing balances that appear on your statement, before any new transactions that you have made, but are not yet shown on a statement.

You can find out when your current offer expires by checking the last page on your statement. If you receive online statements you can view this by logging on to Online Services and click the My Transactions tab.

Yes – every card comes with chip and PIN built in, giving you the most up-to-date protection against card crime.

Having a PIN makes it harder for anyone else to use your card if it gets stolen or lost.

If you need a reminder of your PIN you can view this in Online Service. Find out more at myvirginmoney.com/PIN

You have the option of changing your PIN at an ATM to one you find easier to remember.

Contactless payments let you pay for items of up to £30 or less without having to key in your PIN, making shopping for everyday items so much simpler.

Just look out for the contactless symbol when making a payment. You’ll need to carry out your first transaction using your PIN. After that, you can pay quickly and securely for purchases up to £30 using contactless. Just tap and pay.

Contactless payments are quick and easy. Here's what you need to do:

1. Tell the retailer you'd like to pay with your contactless Virgin Money Credit Card.
2. Hold the card against the terminal.
3. Wait a second or two until you see the green light or hear a beep.
4. Off you go – if you need a receipt, just ask the retailer for one.
   
   Remember, you will need to make a transaction using your PIN to activate contactless on your Virgin Money Credit Card.

Yes. Contactless payments put you in control because your card never leaves your hand. For added security, you'll occasionally be asked to enter your PIN. And just like chip and PIN transactions, you won't be liable for any fraudulent contactless transactions made with your card.

If your card is lost or stolen, you'll incur no liability for fraudulent use of your card provided you notify us as soon as you realise your card is missing, or you notice any unusual transactions on your account.

A one-time passcode is a unique 6-digit number we'll text to your mobile or landline phone. It can only be used once, and for security reasons will only work for a short amount of time. If you have any problems getting hold of your passcode, make sure you get in touch. We might need to check we have the right number for you.

We'll never call, email or ask you for your one-time passcode, so please don't share it with anyone. One-time passcodes are used to register for our Online Service, sign in to your online account, change details on your online account, verify some withdrawals you make and to confirm it's you when you make a card transaction online.

Visit our sign in page and click register for Online Service.

If you need support along the way our how to guide can help, with step by step instructions to get you registered online.

Proceed to the Online Service login screen, enter your Customer ID and select sign in.

You will be asked for random characters from the password and passcode you set up at registration.

Your statement will be available online. As it is not being sent in the post we'll send you an email to let you know when your statement is ready to view online. Once you've received and activated your new Virgin Money Credit Card, you'll need to register for Online Service to view your paperless statements. If you’d prefer to receive paper statements in the future, you can change your options when you sign in to our Online Service.

If you have forgotten your online service password, you can reset this online.

• Proceed to the Online Service login screen, enter your Customer ID and select 'Sign in'
• On the ‘Enter Password’ screen there is a link titled ‘If you can’t remember your password or passcode please reset it here now’
• Please click this link and you will be navigated to the reset password / passcode screen
• If you have locked yourself out of our Online Service please call us on 0800 011 3210. We’re here 24 hours a day, 7 days a week

You can make payments by the following methods:

Direct Debit – You can make payments by Direct Debit on a monthly basis, the Direct Debit will collect on your monthly due date. You have the option to pay the minimum payment, a regular fixed payment or the full statement balance. Please remember your Direct Debit will be collected regardless of any additional payments made. You can set up or amend a Direct Debit online by logging on to Online Service or calling one of our Customer Service advisors.

Please Note – If a statement has already been produced and you set up a Direct Debit online. The Direct Debit will not take effect until the following month.

Debit Card – You can make a one-off debit card payment through our Online Service by choosing ‘Payments’ from the menu, then ‘Pay by Debit card’ and following the instructions on screen. If you would prefer to make a payment by debit card over the phone, just call us on 0800 011 3210 and you can use our automated phone service or speak to our customer service team. We are here 24 hours a day, 7 days a week. You can also register your Debit Card with us online, so we can collect your minimum payment when you text ‘PAY’ (and the last 4 digits of your 16 digit credit card number) to 88300. Please make payments at least three business days before payments are due. Your payment will be applied to your account the next business day. Business days are Monday to Friday, 9am to 4pm, except for bank holidays or public holidays.

By Post – To make a payment by post, please send a cheque payable to 'Virgin Money’ and include your 16-digit Virgin Money Credit Card number in the payee line. Write your full name and address on the back of the cheque and send it to:

VM Credit Card Payments
PO Box 492
Jubilee House
Newcastle Upon Tyne
NE3 9FL
United Kingdom

Please note, we are unable to accept cash payments by post.

Using your bank account – To make an electronic payment you will need to use sort code 40-64-25, bank account number 41320424 and quote your 16 digit Virgin Money Credit Card Number as the payment reference. If the payment is made by Faster Payment the funds will be added to your account within two hours of receipt of the funds.

Your first payment will be due 20 days after your first statement is produced, you will receive an e-mail when your first statement is ready to view online. Alternatively, you can arrange paper statements by logging into your online service or by calling our Customer Service Helpline on 0800 011 3210. We are here 24 hours a day, 7 days a week.

Please call 0800 011 3210 if you would like to make a request to amend your current payment due date.

You can request a change to your due date once your account has been open for 15 days and requests are limited to once per 6 months.

Calls to 0800 numbers are free from personal mobile phones and residential UK landlines. Calls will be monitored and recorded.

We have been completing some system maintenance which means you may see some transactions labelled 'Sorry our mistake' / 'Mistake all fixed' in your Transactions Summary.

We apologise for any confusion this may cause, but rest assured these transactions will not affect your monthly balance, or what you owe, and your account will continue as normal. You will not see these transactions on your monthly statement.

You can request a credit limit increase at any time following the receipt of your seventh statement. We will do our best to accommodate your request for an increase.

To request an increase you can either login to your online service account and send us a secure message or call our Customer Service Helpline on 0800 011 3210. We are here 24 hours a day, 7 days a week.

You can request a decrease to your credit limit at anytime by calling our Customer Service Helpline on 0800 011 3210. We are here 24 hours a day, 7 days a week.

Yes, from time to time we may write to you with an offer to increase your credit limit. You can tell us what you’d like to happen with those offers or if you’d prefer to not be considered.

Find out more at myvirginmoney.com/creditlimit.

You can change your address online by logging on to our Online Service, selecting the ‘Services’ tab then ‘Update address’.

Alternatively, you can call our Customer Service Helpline on 0800 011 3210 and change your address with one of our agents. We are here 24 hours a day, 7 days a week.

If you are changing the name on your account we required a certified copy of the legal document confirming the change (i.e. Marriage Certificate, Deed Poll Document etc).

Please also include a short covering letter explaining the reason for the change. Please include your Virgin Money Credit Card number and sign in both your old and new signature.

Please forward these documents to:
Virgin Money Credit Cards
PO Box 10234
Wigston
LE18 9FA

You can find your 16 digit card number at the top of your statements or you can call us on 0800 011 3210. It is important you are using your most up to date card number which should start 527669.

If your card number starts 531045 you should call us on 0800 011 3210 to request a replacement. We are here 24 hours a day, 7 days a week.

The Financial Conduct Authority (FCA) have undertaken a study looking at how customers use their credit cards. As a result, credit card providers are working on putting additional support in place to help customers clear debt quickly and avoid incurring additional interest and fees.

You can find out more about persistent debt at myvirginmoney.com/persistentdebt.