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Virgin Money to axe online credit card services next month - how it affects you

Virgin Money is axing its online services for credit card customers on 31 January, with borrowers encouraged to manage accounts using the provider's app instead. Here's what's happening and what you can do about it - particularly if you don't have a smartphone.  

From 1 February, you'll no longer be able to use a desktop, tablet or mobile browser to log in and manage your Virgin Money credit card account. Virgin says it's making the change to focus on its app, and adds that only a "small percentage" of customers now manage their accounts online. 

Only credit card customers are affected though - if you have another Virgin Money product, such as a current account or mortgage, you can continue to access your account online. Customers of Virgin Money's sister banks, Yorkshire Bank and Clydesdale Bank, are also unaffected. Our Credit Cards guide has full info on the latest top picks. 

'This is ridiculous - not everyone has a smartphone'

Some of Virgin Money's credit card customers have expressed surprise and annoyance at the firm's decision to switch off online services, with some pointing out that it creates a difficult situation for those who don't have a mobile phone that will support the app. Here's some of the feedback we've seen:

Another customer pointed out that the Virgin Money app currently only lets you register one credit card, meaning those with multiple Virgin cards could struggle even if they are able to download the app. However, Virgin Money told us it intends to update the app to allow customers to register multiple credit cards, and insists this "should" be ready before online services are withdrawn. 

How can I manage my account once online services close?

Here's how Virgin Money customers can access their accounts and make transactions from 1 February: 

  • Use Virgin Money's app for all services. Virgin Money says credit card customers can use its app to view their balance and transactions, access monthly statements, freeze and unfreeze their card, view their PIN, move money and make both regular and one-off payments towards their balance. It says "most" people with a smartphone can use the app, which is available to download for free on Apple and Android devices. 

  • Use Virgin Money's online chat and help portal and forms for basic requests. If you don't have a smartphone or can't download the app, Virgin Money says you can continue to use live chat, virtual assistants, a help portal and forms to make simple online requests relating to your accounts, such as managing credit limits or statement preferences. You can also use the online form to request paper statements to help you manage your balance or to request a new card - though Virgin says it's important you phone its contact centre if your card's been stolen to review any transactions. 

    Unfortunately you can't use these services to make a payment to your balance, so you'll need to use either the app or ring up the contact centre - though it's also possible to make a payment through your bank by sending a faster payment from your current account or making a debit card payment. 

  • Use Virgin Money's telephone banking for complex requests. For more complex requests, you can call Virgin Money's contact centre - there are different numbers depending on what your issue is. However, Virgin Money's website warns that it's receiving high numbers of calls and customers may have to wait longer than usual to speak to someone. 

I'm unhappy with the change - is there anything else I can do?

If you're unhappy with the options to use your account going forward, you can close it - though if you have an ongoing balance you'll need to pay this off first. 

For those looking for a new credit card as a result of the changes, there are full options in our Credit Card guides depending on your circumstances. If cutting interest payments is your priority, you can get up to 20 months interest-free with a 0% credit card, while if you're looking for cashback you can get up to 5% with a reward credit card

And if the coronavirus pandemic has affected your finances, we have help on card repayments and much more in our Coronavirus Finance & Bills guide.

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