At Virgin Money we like to give you choices of how you can use your card and make repayments.

Manage your repayments

Using your Virgin Money Online account is easy. Find answers to frequently asked questions.

Virgin Money Online

Manage your finances with a Virgin Money Instalment Plan.

Learn more about Virgin Money Instalment Plan

Here you’ll find the rates and fees that are specific to the type of card you have.

Credit card rates and fees summary

From changing your name, to applying for an additional Virgin Money Credit Card you’ll find the form you need right here, along with the terms and conditions that apply to your account.

Forms and important information

Account Management

Apply for a credit card

Applying for a Virgin Credit Card is easy. All you have to do is choose the one you'd like, and then click on 'Apply Now'. It should take less than 10 minutes to complete if you have all your info on hand, and once approved we'll have your Card out to you within 10 working days.

You can help us process your application as soon as possible by making sure you give us a contact number so that we can easily reach you. You can also let your payroll department (or accountant if you're self-employed) know in advance to make sure they’re good to confirm your income details when we call them.

You can also give us a call on 13 37 39 and we'll take your application for you over the phone. We'll need to know your age, Australian residency status, your driver’s licence if you have one and your current financial details including employment and monthly expense and income details.

Check your application progress

You can easily check the status of your application online 24/7 using your 17 digit reference number, which we’ll email to you soon after you’ve submitted your application or give us a call on 13 37 39 and follow the prompts.

Find useful information to assist you with your application plus links to complete an unfinished application, submit your supporting documents or track the status of your application.

Manage your application

Change your mobile number

You can update your local mobile number in the app. You’ll need to have access to your current and new mobile number as we’ll send an OTP to both numbers, when entering your mobile number, always use the country code, so for Australia enter +614XXXXXXXX.

1. Log in to the Virgin Money app
2. Tap the ‘Profile’ icon in the bottom menu
3. Select ‘My details’ from the menu
4. Click on "Mobile"
5. Enter your new phone number
6. Click on 'Confirm'
7. Enter the one time PIN 
8. Select ‘Done’ to save your details

You can have a maximum of 5 devices linked to your account so you may need to talk to our team to remove old devices if you’ve reached the maximum allowed.

If you need to update an International number (that’s to or from and international number), you’ll need to call our Customer Care Team on 13 37 39 or +61 2 9060 5460 if you’re already overseas.

Update Your Contact Details

It's really important to keep us up to date with your contact details, especially your email address as this is where we'll send your monthly card statement and also any other important information relating to your accounts.

It’s super easy to update your details in the app, when entering your mobile number, always use the country code, so for Australia enter +614XXXXXXXX.

Virgin Money App Virgin Money Online

1. Log in to the Virgin Money app
2. Tap the ‘Profile’ icon 
3. Select ‘My details’ from the menu
4. Select the detail you’d like to update from the menu
5. Enter the one time PIN 
6. Select ‘Done’ to save your details

 

1. Log in to Online Banking
2. Click on 'Services'
3. Select 'My Profile'
4. Tap on 'Personal Information'
5. Select 'View / Update details'
6. Follow the prompts

Important to know, these updates only apply to the Virgin Money products you can manage in the app. If you need to update your details for other Virgin Money products, call us on 13 37 39

Biometrics (Touch ID or Face ID)

The Virgin Money App supports both Touch ID and Face ID. You’ll be prompted to enable Touch ID or Face ID when you set up your account and you can still use a passcode if you prefer.

1. Log in to the Virgin Money app
2. Tap the 'Profile' icon in the bottom menu
3. Tap ‘Security’ in the menu
4. Toggle the ‘Biometric ID’ switch on or off

Reset your mobile app PIN

If you are logged out If you are logged in 

1. Tap ‘Login’
2. Tap ‘Reset code’ in the top right hand corner
3. You’ll be sent a verification code to continue
4. Complete the secret questions
5. Follow the prompts to reset your code, you will need to enter it twice

 

1. Log into the the Virgin Money app
2. Tap the 'Profile' icon in the bottom menu
3. Click ‘Security’ in the menu
4. Select ‘Change access code’
5. Follow the prompts to reset your code, you will need to enter it twice

Access Code & Security Questions

If you’re trying to access your Virgin Money app, your Customer ID is the mobile number you used to set up your account. If you enter an incorrect access code 3 times your access will be blocked and you’ll need to speak with our team to have the block removed.

Please note: If you can’t remember the answers to your secret questions 3 incorrect responses block access. You’ll need to speak with our team to have the block removed and your questions reset.

Give us a call on 13 37 39

One Time PIN (OTP)

OTP is a second level authentication to confirm that the request is authorised by you.

Online enquiries and transactions that require an OTP are those that could potentially compromise your security or privacy as customers of Virgin Money. These transactions include:

  • View statements
  • Payments and Transfers
  • Manage payees
  • My offers
  • Rewards
  • View update/details
  • Change User ID
  • Change password

You only need to enter one OTP per online session. Once you have entered your OTP you can perform as many enquiries or transactions as you like within that session.

Link your credit card to the Virgin Money app

Download the Virgin Money app from the App Store or Google Play Store, open the app, select the ‘Existing customer, this way’ option, enter your mobile number then complete the steps to add your credit card details.

If you're an existing Virgin Go Transaction account and/or Virgin Boost & Grow Savings account customer, go to the account screen, select the + sign, select credit card and follow the steps.

Virgin Money App

On the Virgin Money app you have the ability to:

  • Activate your card and start using it immediately
  • Set up and change your card PIN for faster transactions and ATM withdrawals
  • Lock and Unlock your card temporarily in case you’ve misplaced your card
  • Replace damaged card or;
  • Report it lost/stolen to prevent unwanted transaction on your account
  • View your credit card statements
  • Check balances, payment due, available funds and transactions
  • Access the new personal financial management tool where you can better track your spend and view your spend categories
  • At this time BPAY payment isn’t available via the app, you'll need to make payment by logging into Virgin Money Online.

For the complete range of account options, credit card customers can continue to access Virgin Money Online.

Virgin Money Online

Virgin Money Online is the internet banking portal that lets you access a wide range of services for your Virgin Money credit card account.

Setting up your Virgin Money Online account is easy, once you've received your card register for a User ID and Password. Have your mobile phone handy and go to my.virginmoney.com.au and click on the 'First time here? REGISTER' button.

Enter your credit card number, accept the terms of use, click continue and follow the steps. You'll be up and running in minutes.

Log in to your online account here, to access a wide range of services such as: 
- Check your Account information
- View your details, activity and statement
- Pay your bills via BPAY up to your Credit Card limit
- Update your contact details

You can submit form requests quickly and securely using Virgin Money Online Document Upload.

How does this work?

Change your name with Online Banking

To change your name on your credit card account, simply log into Virgin Money Online

1. Log in to Virgin Money Online
2. Click 'Services' menu
3. Select 'My Profile'
4. Click ‘Personal Information‘ and
5. Select 'View/update details'
6. Enter a One-Time PIN sent via SMS to your registered mobile number
7. Click 'Update Information'
8. Modify your name in 'Personal Information'
9. Click 'Continue'
10. Upload your “Evidence of name change“
11. Click 'Confirm'

Please note: Evidence of name change may include - Marriage certificate, divorce papers or deed poll, change of name certificate issued by the State’s Registry Office of Births, Deaths and Marriages, valid passport or driver’s license. (Please do not send the original - a certified true copy is adequate). Evidence must be stamped and signed by Justice of the Peace.

We will process your request and send your replacement card to your billing address on file within 5 working days and will get in touch if we need more information.

Change your name via post

You can provide a signed written request - please specify your account number and the changes to your name. Request should bear both your old signature and new signature along with evidence of name change. Please do not send the original - a certified true copy is adequate). Evidence must be stamped and signed by Justice of the Peace.

Post to:
Virgin Money, Reply Paid
GPO Box 40
Sydney, NSW 2000

Please note: Evidence of name change may include - Marriage certificate, divorce papers or deed poll, change of name certificate issued by the State’s Registry Office of Births, Deaths and Marriages, valid passport or driver’s license. (Please do not send the original - a certified true copy is adequate). Evidence must be stamped and signed by Justice of the Peace.

We will process your request and send your replacement card to your billing address on file within 5 working days and will get in touch if we need more information.

Smartphones we support

Devices we currently support are:

  • Apple devices - iOS 12.0 or later
  • Android devices - Android 8.0 or later

While the app is optimised for Android and Apple smartphone operating systems, it will still work on tablet devices.

You can login to your account from multiple devices (smartphones, tablets with the operating systems noted above).

You can have a maximum of 5 devices linked to your account so you may need to talk to our team to remove old devices if you’ve reached the maximum allowed.

More information on the minimum browser and operating systems that are supported can be found here.

Card Management

Activate your Credit Card

Your physical credit card will arrive within 5 - 7 business days of your account opening.

When you have your card in your hands, you can activate your credit card in the mobile app or by logging in to Virgin Money Online at virginmoney.com.au/activate

1. Log in to the Virgin Money app
2. Tap the 'Profile' icon in the bottom menu
3. Tap ‘Manage cards’ in the menu
4. Select the credit card
5. Tap ‘Activate card’
6. Enter your desired PIN twice
7. Enter the one-time code we send you to confirm the change. Done!

Please note: If you're a new credit card customer with an existing Go Transaction account and/or Boost & Grow Savings account customer, go to the account screen, select the + sign, select credit card and follow the steps.

If you are the primary cardholder, please ensure you activate your card first. If you are an additional cardholder on this account, please note that you will not be able to activate your new card until the primary cardholder activates their card first.

Report your card lost or stolen

You can report your card lost / stolen in the app, head to the card management screens and you’ll be walked through the process, you can also check recent transactions for fraud and order a new card. 

1. Log in to the Virgin Money app
2. Tap the 'Profile' icon in the bottom menu
3. Click on ‘Manage cards’ 
4. Select the credit card
5. Tap ‘Report card lost or stolen’
6. Follow the prompts to report your card lost and order a replacement

This will cause all transactions attempted on the card to be declined, including any recurring payments, balance updates and transfers performed via the app or Virgin Money Online. A new card will be sent to your address on file. Once your new card arrives, ensure to update any direct debits and recurring card instructions with your new card details.

Please note, you will be locked out of your account for up to 48 hours.

If you see any transactions you don't recognise, please contact us immediately on 13 37 39, we're available 24/7 (or from overseas on +61 2 8288 2222 call reverse charges via the international operator in the country you’re travelling in).

Further information about liability for card transactions is contained in your account Terms and Conditions.

Lost mobile phone

The Virgin Money app can only be accessed by the use of your registered biometric or access code, so keep those safe.

If anyone knows how to access your phone, call us. If not, when you have a new phone, download our app and follow the existing customer option to get back up and running.

1. Log in to the Virgin Money app
2. Tap the ‘Profile’ icon in the bottom menu
3. Select ‘My details’ from the menu
4. Click on "Mobile"
5. Enter your new phone number
6. Click on 'Confirm'
7. Enter the one time PIN 
8. Select ‘Done’ to save your details

If you have a Digital Wallet (Samsung Pay or Apple Pay), please contact us immediately so we can suspend your Mobile Wallet to avoid any fraudulent transactions.

If you have misplaced your phone or believe someone may have unauthorised access to it, call us on 13 37 39 or +61 2 9060 5460 if you’re overseas.

Suspected fraudulent activity

Call us immediately on 13 37 39 you should also put a hold on your card in the app, head to the card management screen.

Temporarily lock your card

1. Log in to the Virgin Money app
2. Tap the 'Profile' icon in the bottom menu
3. Tap ‘Manage cards’ in the menu
4. Select the account you’d like to lock the card for
5. Tap ‘Lock card temporarily’

You can unlock it instantly by toggling the switch to ‘off’

Change your card PIN

Virgin Money Online Virgin Money App

1. Log in to the Virgin Money Online
2. Click on 'Services'
3. Select 'My Profile'
4. Tap 'Change ATM PIN'
5. Enter One Time Pin (OTP)
6. Enter your new ATM PIN
7. Re-enter your new ATM PIN
8. Select 'Change PIN' to validate

 

1. Log into the the Virgin Money app
2. Tap the 'Profile' icon in the menu
3. Click ‘Manage cards’ in the menu
4. Select ‘Change yourcard PIN,’
5. Enter a new PIN
6. Re-enter your new PIN
7. Enter One Time PIN (OTP) to verify 

To change your PIN, you don't need to know your current PIN.

If you have Additional Cardholders they’ll need to set up their own Virgin Money Online account. To do this we will need to have their mobile number on file, so give our Customer Care Team a call on 13 37 39. Once we have their mobile number listed, they can then go ahead and set up their online account using their card details and then set up or change their card PIN.

Please note: You can only set up and change your card PIN on the app or online. If you're not able to change your PIN in the app, try online and if all else fails give our Customer Care team a call on 13 37 39  

Overseas Travel

Log into the app and send us a secure chat message

Secure Chat Let us know the following information

1. Log into the Virgin Money app
2. Click on 'Profile'
3. Select 'Help & Support'
4. Tap 'Contact us'
5. Select a product
6. Click on 'Chat to us'

 

  • How long you’ll be away
  • Where you’re travelling too
  • Your departure & return dates
  • And most importantly, the best way to contact you while away

It’s important to know that by letting us know your travel details, this doesn’t mean that we won’t need to block your card if we see suspicious transactions, it greatly reduces the chance of it occurring.

Close your credit card

You can cancel your card account via Virgin Money Online

1. Log in to Virgin Money Online
2. Tap on the ‘Services’ menu (located on the top menu bar)
3. Select ‘Card Services’ 
4. Select ‘Manage my Accounts’
5. Click on ‘Account Closure Request’
6. Enter your One-Time PIN (OTP)
7. Follow the prompts Account Closure Request screen

If you have not used Virgin Money Online before, you will need to register first by going to https://my.virginmoney.com.au and click on ‘Register’.

Call our Customer Care team. We’re available 24/7 on  13 37 39 or +61 2 8288 2222 if you’re outside Australia.

Addtional card holders

With your Virgin Money Credit Card you can have up to 4 Additional Cardholders linked to your account. It’s a convenient way of making sure your family share the benefits of the Virgin Credit Card.

We give Additional Cardholders their own card. Any transactions made using these cards will be listed separately on your card statement, so you can easily keep track of who’s spending what. It’s important to know that Additional Cardholders must be aged over 16 and the primary cardholder is responsible for each additional cardholders’ transactions.

Annual fees for any additional cardholder are:

  • For the No Annual Fee Card: no Annual Fee - ever.
  • For the Low Rate Card: $29.
  • For the Virgin Australia Velocity Flyer Card: $39.
  • For the Virgin Australia Velocity High Flyer Card: $89.

The annual fee of any additional card will be charged to your main Account when the additional card is issued, pro rata up to your next anniversary date when your Account was approved and then payable with the annual fee.

For example: Let's say the annual fee for your additional card is $40, the primary Account was issued in January and the additional Account was issued in July. The pro rata annual fee will be $20 as there is 6 months left until the primary Account is up for renewal again in Jan. From Jan onwards, the annual fee for the additional card will be $40 and will be charged along with your primary Account annual fee.

Add addtional card holders

To request additional cards on your account via Virgin Money Online

1. Log into your Virgin Money Online
2. Tap on 'Services'
3. Select 'Card Services'
4. Click on 'Apply for a new card'
5. Follow the prompts

Alternatively:

  • Call us on 13 37 39 and follow the prompts, we're here to help.
  • Fill in the application form for additional cardholders and pop it in the post or fax it back to us.

It's important to note that all Additional Cardholders must be over 16 years of age.

If all goes well and we can identify the Additional Cardholder, the additional card will arrive within 10 business days.

View Additional Cardholder fees.

We'll send any additional cards to the primary account holder’s postal address for the attention of the Additional Cardholder.

Credit Limits

Your Credit Limit is determined when we apply our credit assessment criteria to your individual financial situation. If your situation changes, it's important to give us a call on 13 37 39 and let us know so we can update your details.

Minimum and maximum Credit Limits for each Virgin Money Credit Card

  • For No Annual Fee and Low Rate cards the maximum credit limit is $30,000 and the minimum credit limit is $2,000.
  • For Flyer cards the maximum credit limit is $30,000 and the minimum credit limit is $6,000.
  • For High Flyer cards the maximum credit limit is $50,000 and the minimum credit limit is $15,000.

Increase your Credit Limit

An increase to your Credit Limit will be approved subject to Virgin Money's lending criteria and will depend on the assessment of your current financial situation and verification of particular details. Please allow 7 to 10 working days for us to assess your credit limit application.

  • No Annual Fee and Low Rate cards the maximum credit limit is $30,000
  • Flyer cards the maximum credit limit is $30,000
  • High Flyer cards the maximum credit limit is $50,000

It's important to remember that:

  • A minimum of 9 months from your Account open date and 6 months from your last limit increase is required before an increase can be considered
  • Currently, the maximum increase at any one time is 50% of your existing Credit Limit
  • Credit Limits cannot be increased by more than the product maximum

Call our Customer Care team on 13 37 39 or +61 2 8288 2222 if you’re outside Australia. We’re available 24/7

 

Decrease your Credit Limit

It is important to note that your Credit Limit can't be lower than your product minimum and should you wish to reinstate your previous Credit Limit after it is decreased, your application to increase your Credit Limit will be subject to our lending criteria at that time.

  • No Annual Fee and Low Rate cards the minimum credit limit is $2,000
  • Flyer cards the minimum credit limit is $6,000
  • High Flyer cards the minimum credit limit is $15,000

Virgin Money Online

1. Log in to Virgin Money Online
2. Click on ‘Services’ menu (located on the top menu bar)
3. Select ‘Card Services’ 
4. Tap on ‘Card Services’ navigation 
5. Select ‘Manage my Accounts’
6. Click on ‘Credit Limit Decrease’
7. Enter your One Time PIN (OTP)
8. Follow the prompts on the Credit Limit Decrease screen

If you have not used Virgin Money Online before, you will need to register first by going to https://my.virginmoney.com.au

  • Call our Customer Care team on 13 37 39 or +61 2 8288 2222 if you’re outside Australia. We’re available 24/7
  • Write to us at:
    Virgin Money, Reply Paid GPO Box 40, Sydney NSW 2001

 

Switch to another Virgin Money Credit Card

Once you've had your current Virgin Money Credit Card for 6 months, you can apply for a Card upgrade by calling us on 13 37 39. If you'd like to upgrade to a Virgin Australia Velocity High Flyer Card, we’ll need to make sure that we can offer you the minimum credit limit of $15,000 or if you'd like to upgrade from a Virgin Money No Annual Fee Card to a Virgin Australia Velocity Flyer Card, we’ll need to make sure that we can offer you the minimum credit limit of $6,000, if yours is currently below these minimum credit limits. Just give our Customer Care Team a call on 13 37 39 and they’ll be able to help you out.

Any additional card holders will also receive a new card and account number. The annual fee applicable to your card is pro-rated for the primary card and any additional cards. You'll see on your next statement the charge of the pro-rated annual fee for your new card and for any additional card.

Your new card will be sent to you 7 to 14 days after your upgrade has been approved. During this time, you can continue to use your old card for purchases. The annual fee applicable to your card is pro-rated for the primary card and any additional cards.

Transactions from your old card will be transferred to the account history for the new card. The transaction history will be displayed under the new card account number. Any Future Dated Payments requested via Virgin Money Online will need to be re entered under your new card details. If you're using Direct Debit Auto-Pay this will also automatically transfer to your new account.

Please note: As you have a new account number you'll need to advise any merchants of your new card number as any previous payments made from your old card number will no longer work once your new card has been activated.

Transactions & Payments

Interest free period

How does the interest free period8 work?

You'll enjoy interest free days on all purchases, providing you repay the full balance on your Card each month, excluding any Fixed Payment Option balance which isn’t due for payment by that payment due date. Whilst you have a Balance Transfer, you will not be eligible for any interest free days. Interest free periods also don't apply to Cash Withdrawals or Bank Cheques. These transactions will incur interest from the date the transaction's made (regardless of whether the Account is repaid in full each month). You'll be charged interest on retail purchases if the statement's full closing balance is not repaid by the due date.

The Interest Free Period is 55 days for any Virgin Money Low Rate, Virgin Money No Annual Fee and Virgin Australia Velocity Flyer Credit Card Statements issued on or after 1 November 2019.

The Interest Free Period is 44 days for any Virgin Australia Velocity High Flyer Credit Card Statements.

Calculate minimum monthly repayment

Your Minimum Payment Due is (rounded up to the nearest dollar):

  1. The Card Balance if it is less than $30; or
  2. The greater of:
    • $30; or
    • 2.00% of the Card Balance; or
    • (a)the sum of: 1.00% of the Card Balance; Late Payment Fee (if any); and interest charged (excluding any interest included in amounts added back below as part of a Fixed Payment Option) for that month,

plus any Instalment, initial interest charge, Fixed Payment Option fee or related interest on any of them, that is part of a Fixed Payment Option for that month.

Find out how you can make repayments on your credit card

Withdraw cash

You can withdraw cash from an ATM / EFTPOS machine using your Virgin Money Credit Card and your ATM PIN.

You can withdraw up to your available cash limit however there is a maximum of $1000 cash per day.

You can also withdraw cash at any Bank@Post Australia Post outlet with your Virgin Credit Card and your ATM PIN and also over the counter at any bank in the world that displays the VISA symbol. You'll also need some photo ID.

It's important to remember that the Standard cash advance fees and charges may apply when withdrawing cash from your Virgin Money Credit Card Account. See the fees and charges that apply to your card.

Pay a bill using Bpay

Log into Virgin Money Online, select 'Payments & Transfers' then 'Make a Payment / Transfer' or give us a call on 
13 37 39 and follow the prompts.

If you make a BPAY® on your Virgin Money Credit Card by 4pm AEST (Australian Eastern Standard Time) it should be received by the payee the next working day.

It’s important to know that not all billers accept bill payments via credit card via BPAY. As a general rule if a biller charges a surcharge for credit card payments, then BPAY is not allowed. You can check if your biller accepts credit card payments via BPAY at bpay.com.au. Find your biller then check what payment methods they accept.

Transaction Disputes

A transaction dispute occurs when you, or an additional cardholder, questions a transaction charged to your debit or credit card account.

We aim to make the experience as easy for you as possible if you find yourself needing to dispute a transaction, by providing you with detailed information on the steps involved. Visa and MasterCard have set rules and timelines for the dispute process, which can sometimes take up to 180 days to resolve.

We have also included some handy tips that may assist in avoiding future disputes.

You can submit a form requests using Virgin Money Online Document Upload

Find Transaction Dispute form

You can also give us a call on 13 37 39

Credit card repayments

 Options to pay your credit card account.

  • Direct Debit Auto Pay

Take the hassle out of making your repayments by setting up a Direct Debit. 

  • Via BPAY®

You can use BPAY® to make your repayments. Our Biller Code is 49551 and your 16-digit Virgin Money Credit Card number is your Customer Reference number.

  • At Australia Post

You can make your payments at any Australia Post office displaying the Bank@Post™ symbol using cash or EFTPOS and they'll be processed immediately. 

Visit the Credit Card Payments page for full details

Fixed Rate Payment 

Fixed Payment Option allows you to take advantage of an interest rate lower than the standard rate you currently pay on your credit card account for a fixed term of your choice. This rate will apply to a cheque request of $500 or more up to your available credit limit, or selected unbilled retail purchases of $500 each or more (up to 5 unbilled retail transactions at one time). You select the amounts then select your preferred available repayment term. The Fixed Payment Option is an offer and is subject to your eligibility at the time of processing.

Read more about our credit card Fixed Payment Option offer.

Statements & Insurance

eStatements

If you’ve requested online statements, your statement is now delivered straight to your inbox each month in the form of an eStatement, there’s no need to log in to view it. You will be required to enter a password to view your eStatement as it is sent as an encrypted PDF attachment.

A copy of the statement will also be stored within your online account for up to 2 years. View more FAQ's on statements. Your statement will include all the information you need to know for the last month of activity, such as your Closing Balance and the Minimum Payment Due.

For details on how to read your statement, you can view the statement guide here.

Switch to eStatements

You can request to receive your statement electronically

1. Log into Virgin Money Online
2. Select 'Services'
3. Click on 'My Profile'
4. Select 'Personal Information'
5. Tap on 'View / update details'
6. Follow the prompts.

Once you’ve successfully enrolled, you’ll start to receive eStatements from the next statement cycle onwards. It will arrive in the form of a secure PDF attachment, and you’ll be required to enter a password to view your statement.

Download a statement

To print copies of your Card statement

1. Log into Virgin Money Online
2. Click on the 'Quick Tasks' on the right hand side of the home screen.
3. Select 'Download recent statements' 
4. Follow the prompts

You'll be able to download statements from the past 24 months in a printable PDF format.

You can also give us a call on 13 37 39 to have a copy of your statement posted out to you within 5 to 7 working days. A fee of $7.00 per credit statement requested will apply.

A copy of the statement will also be stored within your online account for up to 2 years. View more FAQ's on statements.

Learn more about how to read your statement.

Change statement delivery preference

To change your statement preference,

1. Log in to Virgin Money Online
2. Select 'Services' 
3. Click on 'My Profile'
4. Select 'e-Statement and E-Notices' 
5. Tap on 'Register / Manage your eStatement & eNotice'
6. Follow the prompts

Please note that if you are a Virgin Australia Velocity Flyer or Virgin Australia Velocity High Flyer Cardholder, if you choose or continue to receive paper statements you will be charged a $2 Paper Statement Fee for each statement delivered via post.

This will be debited in the following statement period. If you have concerns about being able to receive eStatements, we’re happy to help, please give our Customer Care Team a call on 13 37 39 to discuss your situation.

Transit Accident Insurance

Available to all Virgin Flyer Credit Cardholders and Virgin High Flyer Credit Cardholders

Transit Accident Insurance6 is a benefit available to all Virgin Flyer Credit Cardholders and Virgin High Flyer Credit Cardholders and is only available when the total purchase price of a trip has been validly charged to the cardholder’s Virgin Flyer Credit Card or Virgin High Flyer Credit Card while the insurance is in force and before the trip has commenced.

This cover provides certain benefits in the event of accidental death and cover for Cardholders who sustain an injury whilst on a trip, while riding as a passenger in (not as a pilot, driver or crewmember), or boarding or alighting a plane, tourist bus, train or ferry as outlined in this policy. It’s important to know that it’s not a comprehensive travel insurance policy.

Transit Accident Insurance is issued by Allianz Global Assistance. This cover is provided automatically to Virgin Flyer Credit Cardholders and Virgin High Flyer Credit Cardholders under a Group Policy issued to National Australia Bank Limited by AGA Assistance Australia Pty Ltd trading as Allianz Global Assistance on behalf of the insurer, Allianz Australia Insurance Limited. It's important to know that it's not a comprehensive travel insurance policy.

Terms, conditions, limits and exclusions apply. For full details please read the Terms and Conditions.

Transit Accident Insurance - make a claim

Virgin Flyer Credit Cardholders and Virgin High Flyer Credit Cardholders

In the event of an accident that is likely to result in a claim, the Virgin Flyer Credit Cardholder or Virgin High Flyer Credit Cardholder (or their legal representative in the case of accidental death) must contact Allianz Global Assistance directly on 1800 072 791. If calling from overseas, a reverse charge call to Australia can be made by calling +61 7 3305 7499. So that you know the Virgin Money Customer Care Team won't be able to help you if you call them.

It's important to know that it's not a comprehensive travel insurance policy. For full details please read the Terms and Conditions.

Interstate Flight Inconvenience Insurance

Available to all Virgin High Flyer Credit Cardholders

Interstate Flight Inconvenience6 is a benefit available to all Virgin High Flyer Credit Cardholders and is available on interstate travel where the return travel tickets are entirely purchased on the cardholder's Virgin High Flyer Credit Card.

Simply pay for the return interstate flights with your Virgin High Flyer Credit Card and you'll receive Flight Inconvenience Insurance for you, your spouse and any dependent children (provided they are travelling with you and the entire cost of their return interstate flight tickets were also charged to you your Virgin High Flyer credit card account) covering flight delays, missed connections, Loss of or damage to business items/personal items (limits apply to individual items), rental vehicle excess and more.

Flight Inconvenience Insurance is provided automatically to Virgin Australia Velocity High Flyer Credit Cardholders under a Group Policy issued to National Australia Bank Limited by AGA Assistance Australia Pty Ltd, ABN 52 097 227 177, AFSL No 245631 trading as Allianz Global Assistance on behalf of the insurer, Allianz Australia Insurance Limited AFSL No. 234708. It's important to know that it's not a comprehensive travel insurance policy.

Terms, conditions, limits and exclusions apply. For full details please read the Terms and Conditions.

Interstate Flight Inconvenience Insurance - make a claim

Virgin High Flyer Credit Cardholders

 In the event of a claim, the Virgin High Flyer Credit Cardholder must contact Allianz Global Assistance directly on 1800 072 791. If calling from overseas, a reverse charge call to Australia can be made by calling +61 7 3305 7499. So that you know, the Virgin Money Customer Care Team won't be able to help you if you call them.

For full details please read the Terms and Conditions.

International Travel Insurance

Available to all Virgin High Flyer Credit Cardholders

International Travel Insurance6 is a benefit available to all Virgin High Flyer Credit Cardholders and is available on travel outside of Australia where the overseas travel tickets are purchased on the cardholder's Virgin High Flyer Credit Card prior to leaving Australia. Simply pay for your overseas flights with your Virgin High Flyer Credit Card and you'll receive international travel insurance for you, your spouse and any dependent children who are travelling with you for the entire journey and whose overseas travel tickets were also obtained by use of the Virgin High Flyer Credit Card. Cover includes medical expenses for illness or injury, loss or theft of personal items (limits apply to individual items), legal liability and more for up to a period of six consecutive months for cardholders with a return overseas travel ticket (31 days for persons with a one-way overseas travel ticket.

International Travel Insurance is provided automatically to Virgin Australia Velocity High Flyer Credit Cardholders under a Group Policy issued to National Australia Bank Limited by AGA Assistance Australia Pty Ltd, ABN 52 097 227 177, AFSL No 245631 trading as Allianz Global Assistance on behalf of the insurer, Allianz Australia Insurance Limited AFSL No. 234708.

Terms, conditions, limits and exclusions apply. For full details please read the Terms and Conditions.

International Travel Insurance - make a claim

Virgin High Flyer Credit Cardholders

 In the event of a claim, the Virgin High Flyer Credit Cardholder must contact Allianz Global Assistance directly on 
1800 072 791. If calling from overseas, a reverse charge call to Australia can be made by calling +61 7 3305 7499. So that you know, the Virgin Money Customer Care Team won't be able to help you if you call them.

For full details please read the Terms and Conditions.

Guaranteed pricing scheme

Available to Virgin High Flyer cardholders and Virgin Flyer cardholders

Guaranteed pricing scheme6 is a benefit available to Virgin High Flyer cardholders and Virgin Flyer cardholders when covered products are purchased by a cardholder anywhere in Australia (excluding internet sales), and the entire cost is charged to the cardholder’s Virgin High Flyer credit card account or Virgin Flyer credit card account.

This scheme guarantees the cardholder gets the best price if, within 60 days of the purchase, they advise us that they have, subsequent to their purchase, received a printed catalogue showing the same covered products for a lower price from a store within 25 kilometres of the store from where the covered products was purchased, and the price difference is greater than AU$75 and up to AU$500.

Terms, conditions, limits and exclusions apply. For full details please read the Terms and Conditions.

Purchase Cover Insurance

Available to High Flyer Credit Card holders

Purchase Cover Insurance6 provides you with three months insurance against loss, theft, or accidental damage over a wide range of new covered products purchased anywhere in the world using your High Flyer Credit Card.

Purchase Cover Insurance is provided automatically to Virgin Australia Velocity High Flyer Credit cardholders under a Group Policy issued to National Australia Bank Limited by AGA Assistance Australia Pty Ltd, ABN 52 097 227 177, AFSL No 245631 trading as Allianz Global Assistance on behalf of the insurer, Allianz Australia Insurance Limited AFSL No. 234708.

Terms, conditions, limits and exclusions apply. For full details please read the Terms and Conditions.

Purchase Cover Insurance - make a claim

High Flyer Credit Card Cardholders

In the event of a claim, the Virgin High Flyer Credit Cardholder must contact Allianz Global Assistance directly on 1800 072 791. If calling from overseas, a reverse charge call to Australia can be made by calling +61 7 3305 7499. So that you know, the Virgin Money Customer Care Team won't be able to help you if you call them.

For full details please read the Terms and Conditions.

Extended Warranty Insurance

Available to High Flyer Credit Card holders

With Extended Warranty Insurance6 you receive up to 12 months extended warranty (in addition to the manufacturer's expressed Australian warranty) on covered products purchased with your Virgin High Flyer Credit Card provided the purchase is charged to your Virgin High Flyer credit card account.

The insurance does not affect the rights of cardholders against a manufacturer in relation to contravention of statutory or implied warranties under Australia legislation. Only items with a manufacturer's unique identification serial number on them are covered under this insurance.

Extended Warranty Insurance is provided automatically to Virgin Australia Velocity High Flyer Credit Cardholders under a Group Policy issued to National Australia Bank Limited by AGA Assistance Australia Pty Ltd, ABN 52 097 227 177, AFSL No 245631 trading as Allianz Global Assistance on behalf of the insurer, Allianz Australia Insurance Limited AFSL No. 234708.

Terms, conditions, limits and exclusions apply. For full details please read the Terms and Conditions.

Extended Warranty Insurance - make a claim

High Flyer Credit Card Cardholders

In the event of a claim, the Virgin High Flyer Credit Cardholder must contact Allianz Global Assistance directly on 

1800 072 791. If calling from overseas, a reverse charge call to Australia can be made by calling +61 7 3305 7499. So that you know, the Virgin Money Customer Care Team won't be able to help you if you call them.

For full details please read the Terms and Conditions

CreditShield Edge & CardAssure Max policy

For claims relating to CreditShield Edge or CardAssure Max, the simplest way to make a claim is online:

For all other claim enquiries:

  • Call MetLife on 1300 555 625
  • Or you can write to:
    MetLife Claims Department
    GPO Box 3319
    Sydney
    NSW 2001

You’ll receive notification of the status of your claim within 10 working days.

It’s important to know that waiting periods may be applicable to the benefit that you are claiming. Please check your Product Disclosure Statement or contact MetLife on 1300 555 625 for more information.

 

For more details on an existing CreditShield Edge policy or for a copy of the PDS, please contact our Customer Care team on 13 37 39.

Balance Transfer

Balance Transfer

Balance Transfer involves transferring the balance(s) of your other credit cards or loans to a Virgin Money Credit Card. The balances transferred will receive a promotional interest rate for a set period of time and can be a great way to save on interest charges.

Once your balance(s) has been transferred, you will need to close the other credit facilities you transferred balances from, as this will not occur automatically.

It’s important to note that no interest free days are applicable to Retail Purchases when you have a Balance Transfer. This means any purchases you make will be charged interest at the Annual Percentage Rate for retail purchases.

When considering a Balance Transfer promotion, it’s easy to focus on the low, or zero, interest rate being offered however don’t forget to consider the other features of the card and any applicable terms and conditions of the promotion.

Please note: You can apply for a balance transfer with a Virgin Money Credit Card and transfer any credit account balances with other financial institutions, such as:

  • Visa, MasterCard and American Express (all banks)
  • Personal Loans
  • Lines of credit

You cannot include the following in a Balance Transfer:

  • Account balances from financial institutions/stores outside of Australia
  • Amounts greater than your available credit limit and/or greater than 80% of the credit limit of your Virgin Money Credit Card

How does a Balance Transfer work?

You can request a Balance Transfer as part of your initial application, or as a new request on your existing Virgin Money Credit Card.

When you make the Balance Transfer request, we will ask you for information about the balances you are transferring and it will take up to 10 business days for the funds to be received at the other financial institution.

Once the balance(s) is transferred to your Virgin Money Credit Card, you will be charged interest at the rate offered to you at the time you requested the Balance Transfer, for the length of the promotional period. At the end of the Balance Transfer, any remaining balances (inclusive of a Balance Transfer fee, where applicable) will revert to the Annual Percentage Rate for Cash Advances.

Get the most out of a Balance Transfer

Below are some recommendations on how to get the most out of your Balance Transfer:

  • Consider making additional payments (more than the Minimum Payment Due) throughout the promotional period to reduce the amount you owe
  • Pay the outstanding balance prior to the end of the Balance Transfer promotional period. Any outstanding balances that were transferred will revert to the Annual Percentage Rate for Cash Advances at the end of the promotional period.
  • Track any additional retail purchases on your Credit Card, which will not qualify for interest free days while you have a Balance Transfer
  • Close other credit cards and loan accounts once they have been repaid. The benefits of doing this are discussed in the question below. 

Please note: Balance transfers do not earn Velocity Points.

Closing other credit cards & loans

Some of the benefits of closing your other credit cards and loans are:

  • It will help reduce the total amount of account fees and charges associated with those accounts
  • Simplify your finances by decreasing the number of cards you hold
  • Reduce your ability to accrue additional debt, by decreasing the available credit options
  • Potentially increasing your credit rating by reducing the amount of unsecured debt recorded against your credit bureau record

Balance Transfer Interest 

Once a Balance Transfer is processed on your Virgin Money Credit Card, the interest charges will be as follows:

  • Balances transferred to your Account will be charged interest at the promotional rate per the Balance Transfer offer and time period you accepted
  • No interest free days are applicable to retail purchases when you have a balance transfer. This means any additional purchases will be charged interest at the Annual Percentage Rate for retail purchases.
  • At the end of the balance transfer period, the interest rate on any outstanding transferred balance and balance transfer fee will revert to the Annual Percentage Rate for Cash Advances.

For example, if your Balance Transfer rate is 0 % p.a. for 12 months, during that 12 months all additional purchases will be charged interest at the Annual Percentage Rate for Retail Purchases. At the end of the 12 months, any outstanding balances from the Balance Transfer will revert to the Annual Percentage Rate for Cash Advances.

Credit card payments

If I have Balance Transfers at different rates, which one does my credit card payments get applied to first?

Payments will be allocated in the following order:

  • Monthly Instalment(s) for Fixed Payment Options due in the current Statement Period (if applicable); and then
  • to the portion of the Closing Balance of your most recent statement which attracts the highest interest rate; and then
  • to the portion of your Closing Balance which attracts the next highest interest rate(and so on); and then
  • Balances that have no yet been billed

Balance Transfer fee

Balance Transfer fee can be applicable on some promotional offers. This fee is calculated as a percentage of the total amount being transferred and is added to the Balance Transfer amount.   

For example, a Balance Transfer amount of $10,000 with a 2% Balance Transfer Fee, will be charged a Balance Transfer fee of $200 and results in the outstanding balance of your Virgin Money Credit Card to increase by $10,200.

At the end of the Balance Transfer period, the interest rate on any outstanding transferred balance and the Balance Transfer fee will revert to the applicable Annual Percentage Rate for Cash Advances.

Make sure you take this fee into Account when you're working out your repayments as well as how much the Balance Transfer deal will really cost you. Balance Transfer fees will be clearly stated in the offer details so remember to read them carefully as well as the terms and conditions.

Balance transfer limits

On Virgin Money Credit Cards, the minimum amount you can transfer is $500 and your total balance transfer may not exceed 80% of your credit limit the day the Balance Transfer is completed.

Apply for a Balance Transfer

You can apply for a balance transfer during the application process for a new Virgin Money Credit Card. Existing customers can call 13 37 39 to discuss options should you wish to transfer a balance from another financial institution.

It's important to know that the credit account balance you want to transfer must be in the name of the Virgin Credit Credit Card primary account holder. If you didn't request a Balance Transfer when you applied for your Card, you can still apply by giving us a call on 13 37 39. Any special offer rates are available for 90 days after your Card is approved.

If you’d like to request a Balance Transfer after that time please give us a call on 13 37 39 to see what rates we can offer you or check out the Offers section of your Online Account to see what may be available.

Balance Transfer Calculator

Transfer balance

Balance transfers can take up to 10 business days to process.

You should allow additional time for the funds to be received by the other financial institution however please ensure you continue your payment obligations with the other financial institution whilst the Balance Transfer is being processed. You can monitor your Account via Virgin Money Online to check if the balance transfer has appeared on your Account.

Virgin Australia Velocity Flyer Card

    This section relates to the updated Virgin Australia Velocity Flyer Cards we sent to customers in August 2021. If you haven’t already activated this updated card we strongly recommend that you activate it at the earliest opportunity. Please refer to the FAQs below for further information or give our Customer Care Team a call on 13 37 39.

  • Q. I’ve not activated the updated Virgin Australia Velocity Flyer Card you sent me in August 2021 and the current card I'm using has stopped working. What should I do?

    A. If your card expires in 2021 or earlier, you will have to wait until a replacement card arrives in the mail. Unfortunately there will be a 2 week period where you won’t be able to use your current card while the replacement card is in the mail.

  • Q. What happens if I don't activate the new card?

    A. One month from your existing card’s expiry date we will issue you with a renewal card. If you haven’t activated the card we sent in August, your existing card will stop working and you’ll be unable to make any purchases until you receive and activate your renewal card.

    To avoid any disruptions, it is strongly recommended that you activate the card we sent you in August so you can continue to use your Credit Card until you receive the renewal card.

  • Q. Why did you send me a new card?

    A. We've removed the Platinum logo on your credit card, however please be assured that your current Visa benefits including entertainment, protection and concierge will remain the same on your card. Your current credit card contract, including fees and interest charges, and Velocity Rewards and Points earn also remain the same.

  • Q. How do I activate my new card?

    A. Simply activate your card by either:

    1. Logging in to Virgin Money Online at virginmoney.com.au/activate or;
    2. Virgin Money app - go to the profile screen, select 'Manage cards' select the Flyer credit card and follow the prompts. If you're an existing Go Transaction account and/or Boost & Grow Savings account customer, go to the account screen, select the + sign, select credit card and follow the steps.

    If you are the primary cardholder, please ensure you activate your card first. If you are an additional cardholder on this account, please note that you will not be able to activate your new card until the primary cardholder activates their card first.

  • Q. What should I do with my existing card?

    A. After the new card(s) have been activated, you should securely destroy your old card.

  • Q. Will my PIN change?

    A. No, your existing PIN will transfer to your new card.

  • Q. What will change?

    A. The new card will no longer carry the Visa Platinum logo, however your current Visa benefits including entertainment, protection and concierge will remain the same on your card. Your current credit card contract, including fees and interest charges, and Velocity Rewards and Points earn also remain the same. Your card and account number will also remain the same.

  • Q. Will this affect my access to Virgin Money Online or mobile app?

    A. No, your login details will remain the same and you can continue using Virgin Money Online and the mobile app as normal.

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