Having trouble logging in to My Account? Try these 3 simple troubleshooting tips:
Try a different web browser
Clear your browsing data
Reset your password
Log in again (make sure to retype your email address + new password)
If you're still expriencing problems, please continue reading for further troubleshooting options.
Clear browsing data
You'll notice that your browser remembers your login information. Make sure your browser hasn't stored old or incrroect information, such as your PIN or an old password.
Here's how to clear your browsing data (or cache):
Chrome: Settings / Tools > Clear Browsing Data > Select 'Cookies' and 'Cached images and data'
Firefox: Options > Advanced >Network > Under 'Cached Web Content' select 'Clear now'
Explorer: Options > General > Under 'Browsing history' select 'Delete'
Edge: Hub > History > Clear all history > Select 'Cookies and saved website data' and 'Cached data and files' > 'Clear'
Safari: Preferences > Privacy > Remove all website data > remove now
Check you've correctly registered
You must complete the registration process to be able to login to My Account. Please ensure you have successfully completed each of the registration steps:
1. Enter your email address here
2. Verify your email
3. Create a password
Forgot your login details?
If you've forgotten the email address you registered, you can retrieve it here.
If you've forgotten your password, you can reset it here.
Not receiving emails?
If you've not received an email from us to reset your password, please check your junk or spam folder.
We've changed the way you log in to My Account to increase the level of security. Instead of using your mobile number and PIN you'll now need to register an email address and a password.
Existing Customers looking at registering for My Account, can follow these 3 easy steps:
Step 1: Register an email address and password Step 2: Verify your email address Step 3: Link your account
Step 1: Registering an email address and password
1. Go to My Account
2. Click Register email and password now
3. Enter the email address you’d like to use to log into My Account and choose a password.
4. Click Next
5. Next you'll need to verify your email address
Step 2: Verifying your email address
1. A verification email will be sent to the email address you’re registering
2. Click on the verification link in the email to verify your email address
3. You will then be taken to another page to log in and link your account
Step 3: Linking your account
Keep in mind you'll only be able to link one account number per email address.
1. After verifying your email address you'll be taken to a log in page
2. Log in using the email address and password you've just registered
3. When prompted to link your account, enter your Virgin Mobile phone or account number and your 6 digit account PIN
4. Click Link Account and you’re done!
For more info on managing your account or if you're experiencing any issues with My Account check out our FAQs article.
Virgin Mobile has increased the level of security provided by our My Account portal. We've also created a more personalised experience for our customers by updating the log in details required for My Account. If you haven't already, you'll need to register an email and link your account.
We've also made some enhancements which include; a simpler way to reset your password and the ability to manage multiple services under one account in one spot, without having to change screens.
If you experience any issues using My Account, please make sure the browser you're using is the most up to date version.
HOW DO I LOG INTO MY ACCOUNT?
Go to My Account
Enter your email and password and click Login
WHAT IF I FORGET MY LOGIN EMAIL?
Click Forgot Your Email? on the My Account login page
Enter your phone / account number and 6 digit PIN
Enter the CAPTCHA
Click Recover Email
Once retrieved, your login email will be displayed on screen.
WHAT IF I FORGET MY PASSWORD?
Click the Forgot Your Password? link on the My Account login page.
Enter the email address you use to login to My Account and click Submit.
We’ll send you an email containing a link to reset your password.
Clicking on the link in the email will take you to a page where you can reset your password
You can now log into My Account with your new password!
HOW DO I CHANGE MY LOGIN EMAIL OR PASSWORD?
Log into My Account
Select Profile from the menu on the left hand side
Select Change Email/Change Password
Enter your new email or password
CAN I LINK TWO DIFFERENT ACCOUNT NUMBERS TO ONE EMAIL?
You can only have one account linked to an email address. If you have two accounts under the same name, contact us to consolidate them. You can also complete a Change of Ownership if you have two numbers under seperate names.
HOW DO I MANAGE MULTIPLE SERVICES IN MY ACCOUNT?
Click Change Service
select the mobile number you want to view
Who can use the App?
The My Account App is designed for Postpaid and Prepaid mobile customers.
How do I get it?
Download the app from the Google Play Store or iTunes
Click Accept (if you are happy with the App permissions)
Click Open when the app downloads & install has finished
You will now be presented with the My Account app log in screen
Enter your mobile number & 6 digit PIN
Read the Terms of License & check the 'I agree' box
Touch Add Service
How do I log in to the app?
Easy! Just enter your Virgin Mobile service number and your six digit account PIN.
I've forgotten my PIN?
Customers can reset your PIN online.
I've locked myself out or I've entered my PIN wrong too many times. Help?
Please get in contact with us here as we’ll need your details to unlock it.
What can I do in the app?
Check your usage
Keep tabs on your usage so you always know how much you’ve used and how much you’ve got left, with a summary of your data, calls and texts usage.
Share the data love by giving a buddy a data boost. Give as much or as little as you like to any other Virgin Mobile Postpaid customer. Click here to find out more.
Adding and removing a service, switching services
Touching the menu button at the top left hand corner of the screen and tapping on the mobile number will display an option to 'Manage Services' and once selected to ‘Add Another’ and ‘Remove All’. Once you’ve added a service, you’ll be able to manage that service’s usage just by tapping on the service number within the dropdown menu.
Paying your bill
Click here for the instructions to pay your bill via the app.
Managing your data
You can now add extra data on the go by tapping on the Menu button and selecting 'Data Packs'. You can also change or remove Data Packs as well.
Switch international roaming on/off
Not only can you turn roaming on or off within the app, you can also add a Roaming Data Pack and get data for use in 20 popular countries. Click here for more info on International Roaming.
Check your prepaid balance and expiry date
Keep tabs on your usage so you always know how much you’ve used and how much you’ve got left. See a summary of your data, calls and texts usage.
Our new app even has an Android widget, which means you can check your usage at a glance without even opening the app.
iOS 8 and up
Android 4.03 and up
Register or log in to leave a comment.
A copy of your bill can be obtained by simply logging into My Account or by contacting us.
Bills on My Account
You will be able to find up to 25 months of your most recent invoices in My Account, from here you can save and print copies of your bills.
Login to My Account
Select Bills & Payments in the left menu
Click on the Bill Number you wish to view, save or print
The bill will display and from here you will be able to save or print it
Request a bill reprint
I f you would like a copy of a bill older than 25 months , you can contact us to have copies of your bills sent to you.
Please note, your request may take up to 8 business days to fulfil and c harges may apply.
This article contains the steps needed to check your account balance, or billed charges via My Account or the My Account Mobile App.
Log in to My Account
Your account balance is displayed on the top right of the screen under 'Your Charges'
For more detail regarding your charges, click Bills & Payments in the left menu then select Current Charges
My Account Mobile App
Our My Account Mobile App is available for iPhone and Android users. Click here to find out how to download it.
Access your App via the icon on your device
Go to the ‘Summary’ tab
Tap ‘Your next bill has arrived’
Your balance will be displayed
Multiple Services under the same account number
If you have multiple services under the same account number, when you link any of those numbers to your email address all the other services will be linked automatically.
To manage those services in My Account, click Change Service and select the mobile number you want to view
Multiple services under different account numbers
You can only link one account per email address. This means if you have multiple services under different account numbers you’ll need to use different email addresses for each of those accounts. Alternately we can combine those accounts in to one. Contact us if you would like to do this. If the accounts are in different names you can ask for a Change of Ownership.
Primary and secondary account holders
Secondary account holders can also register an email address and link their number to access My Account. You’ll receive a customised view of their service but won’t be able to make any changes like a Primary account holder can. You’ll need to register an email address and password and when prompted to link an account, enter your mobile number and 6 digit pin. If you encounter any troubles linking an account, contact us to sort it out.
My Account is Virgin Mobile’s online self-service portal, designed for customers. Virgin Mobile also offers a My Account Mobile App, available for download to iPhone and Android devices.
My Account Functionality
We offer heaps of self service options on our desktop version of My Account, like viewing your current Postpaid usage, topping up your Prepaid service via voucher or credit card, viewing and paying your current bill and more!
Activate your number, and swap your number to a new SIM
Check your balance (Prepaid and Postpaid mobile)
Add or remove a Data Pack (Prepaid and Postpaid mobile)
Change your plan
Port your number to us
Turn International Roaming on or off
Gift data to other Virgin Mobile customers
Set up or update direct debit details
Add your Velocity number to earn points
Register your credit card for Prepaid top ups or auto top ups,
Update your PIN and contact details
Retrieve your PUK code
View your Prepaid usage history
View your Prepaid mobile data usage
Opt In to promotional material
Change your mobile plan
Check your commitment end date
Request a payment extension
Mobile App Functionality
Our Mobile App lets you switch between multiple mobile services and manage your Data Packs. You can now also use the App to turn International Roaming on or off and even Gift Data to other Virgin Mobile customers. In addition to this, the App can be used to check your:
Postpaid mobile usage, included value, excluded usage, rollover and data
Prepaid credit and data balance
Account balance and pay your bill
Some App-etising facts
Mobile data charges may apply to download the My Account App, though activity in the App (excluding bill payments) won’t count towards your included data usage; usage is zero-rated however the App can’t be checked offline
The My Account App will store your log in details so you don’t have to enter your details each time
Log in up to 12 Postpaid mobile numbers from the same or different accounts
Your receipt of payment is emailed to you after we take a selfie of it using your phones camera
Having trouble logging in to the app? Try these simple steps below to get access again:
Logging in to the app
Just enter your Virgin Mobile service number and your six digit account PIN (you would have set this up when you first signed up with us).
I've forgotten my PIN?
Reset your PIN online.
I've locked myself out or I've entered my PIN wrong 5 times. Help?
Please call us here as we’ll need your details to unlock it.
Ensure you have the latest version of the app installed
You can find the latest version of the app on the Google Play Store or iTunes.
Uninstall and reinstall the app
Uninstall the app, then reinstall it from the Google Play Store or iTunes and try logging in again.
Still can’t log in?
Contact us and we’ll look into it further for you.