Last updated: 28th November 2023 4pm
Here’s an overview of the credit card services we offer and how they’re running at the moment. We’ll keep you updated on here if we have any work planned on our services.
Live Chat
• If you have been directed here from Live Chat, we're currently experiencing a higher than expected volume of customers
• Please try our chat again later to get the best experience, as this is the quickest way to get in touch with us
• If you have been directed here from Live Chat, we're currently experiencing a higher than expected volume of customers
• Please try our chat again later to get the best experience, as this is the quickest way to get in touch with us
Mobile App
• To register for the app, you need your Virgin Money, Clydesdale or Yorkshire Bank credit card number. You can find this on your existing credit card or a recent statement
• To use our app, your device will need to meet our minimum operating system requirements
• For help registering, check out our quick video
• If you are already registered but the app has stopped working, check out this guide to get back up and running
Other ways to manage your account
If you haven't got the Virgin Money Credit Card app, you can still manage your account using the following:
• Use our automated telephone banking service by calling 0800 011 3210 for Virgin Money or 0800 085 3210 for Virgin Atlantic. For a summary of some of the services available, see here.
• If you need to make a payment, you can transfer money from your bank account. Use sort code 40-64-25, bank account number 41320424 and quote your 16 digit credit card number as the reference
• To order a replacement card, close your account or request a PIN reminder, you can use our online forms
Online Forms
All of our credit card online forms are working as expected and requests are processed within 2 working days
Contact Centre
All of our phone lines are working. At busy times it can take up to 1 hour to connect to a colleague
Applications
• You will receive an email after you have applied for a credit card, this will tell you your next steps
• If your credit card application was referred, you should hear from us within 5 business days from the day you submitted your application on any decision
• If you’ve asked us to revisit our decision on your application, credit limit or reissue decline, you will hear from us within 30 days of your request
Card Delivery
• Any cards ordered will typically arrive 7-10 business days after the order request
• Please only contact us if you have waited longer than 15 working days. For more information on card delivery, see here
Balance Transfers and Money Transfers
Balance and Money Transfer requests are typically processed within 48 hours, after all checks are completed
Payments
• Payments made by faster payment bank transfer take up to 2 hours to show up on your account (They will always show in your transaction list and update your balance)
• Payments made in the app will be visible on the transaction list within 30 minutes and will be reflected in the balance
(These payments will be posted the following working day, so occasionally they may not appear on your statement if your payment was made the day before the statement is created)
• If you are already registered but the app has stopped working, check out this guide to get back up and running
Other ways to manage your account
If you haven't got the Virgin Money Credit Card app, you can still manage your account using the following:
• Use our automated telephone banking service by calling 0800 011 3210 for Virgin Money or 0800 085 3210 for Virgin Atlantic. For a summary of some of the services available, see here.
• If you need to make a payment, you can transfer money from your bank account. Use sort code 40-64-25, bank account number 41320424 and quote your 16 digit credit card number as the reference
• To order a replacement card, close your account or request a PIN reminder, you can use our online forms
Online Forms
All of our credit card online forms are working as expected and requests are processed within 2 working days
Contact Centre
All of our phone lines are working. At busy times it can take up to 1 hour to connect to a colleague
Applications
• You will receive an email after you have applied for a credit card, this will tell you your next steps
• If your credit card application was referred, you should hear from us within 5 business days from the day you submitted your application on any decision
• If you’ve asked us to revisit our decision on your application, credit limit or reissue decline, you will hear from us within 30 days of your request
Card Delivery
• Any cards ordered will typically arrive 7-10 business days after the order request
• Please only contact us if you have waited longer than 15 working days. For more information on card delivery, see here
Balance Transfers and Money Transfers
Balance and Money Transfer requests are typically processed within 48 hours, after all checks are completed
Payments
• Payments made by faster payment bank transfer take up to 2 hours to show up on your account (They will always show in your transaction list and update your balance)
• Payments made in the app will be visible on the transaction list within 30 minutes and will be reflected in the balance
(These payments will be posted the following working day, so occasionally they may not appear on your statement if your payment was made the day before the statement is created)