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I need help with my Virgin Mobile Account

If you are having trouble or need some help our FAQ’s below will help you out.

Don't worry – if you're having trouble creating Your Account, we’re on hand to help.  It’s possible that Your Account has already been set up for you, which is usually the case if you joined Virgin Mobile online recently.

If you've forgotten your details, we’ll help you track them down. Click one of the links below and follow the instructions.

Forgotten your log-in email address and password

Forgotten your Password

Forgotten your email address?

Resetting your password is easy, just follow these simple steps here

It can take up to 24 hours to update our system with your details once you’ve placed your order, so please try again after this time.

If you’re trying to add a new mobile number and haven’t received your authentication code within 72 hours, you can easily ask for a new one. Just log in to Your Account, go to Add a new number then click on Need another code? We’ll send a new one out to you in a jiffy – just check you’re somewhere with a good mobile signal.

If you’d like to change the email address or password you use to log into Your Account, just log in and go to My Profile. There you’ll be able to change your email address, password and also your home address and contact number.

If you are on one of our Freestyle customers to change your address must supply a covering letter plus a copy of one of the following -

  • Utility bill
  • Tenancy agreement
  • Council tax bill

Any documents sent in must be dated within 6 months and showing your correct address.

Please note when sending supporting documentation, we must stress that copies should be sent, not the originals.

The address you need to send the copies to is:

Virgin Media,
Sunderland,
SR43 4AA

The address will be updated within 5 working days of us receiving the documents.

You can also easily change your Direct Debit or bank account details any time you like. To do this, go to Payments then select the Direct Debit tab.

You can always add another Virgin Mobile number to Your Account, as long as the number hasn’t got its own online account yet. Just log in as usual and click Add another number on the Overview page. Once you’re done, you’ll be able to view the details for all the numbers listed in Your Account.

If the number isn't already registered but you are unable to add the number, it may be that it's not in the same name as the existing details for Your Account. If so, the number will need to be registered to its own online account with its own email address and password. Click here to register.

I can't add a number in Your Account

Only new Pay As You Go numbers can be added to Your Account, so the number you’re trying to add is either Pay Monthly one, or it’s already connected to an online account. If the number is Pay Monthly but isn’t registered, the person who uses the phone can register for their own online account.

I haven't got my authentication code

If you’re trying to add a new mobile number and haven’t received your authentication code within 72 hours, you can easily ask for a new one. Just log in to Your Account, go to Add a new number then click on Need another code? We’ll send a new one out to you in a jiffy – just check you’re somewhere with a good mobile signal.

You can’t delete your account, but you can easily change the email address you use to log in, as well as change your password if you've forgotten it.

Change your log-in email address and password

Change your Password

Change your email address?


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