Virgin Mobile Help

Virgin Mobile Help: If you've just got a new cellular phone account with Virgin Mobile, or if you've got a new phone and you want to learn about features, downloading, text messaging, or how to set up your voice mail, we've got the information you need right here. Learn technical information, like how to browse the Web, how to top up your account, set up alerts, or learn about the newest ringtones, graphics, and exclusive content available from Virgin Mobile.

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Select a topic Activation Payment/Top-Up Service Preserver

What is an Account PIN?

Your Account PIN is the 6-10 digit secret code you created to access your account. You need your Account PIN to Top-Up, download games and ringtones, check your account history online, and do almost anything else with your Virgin Mobile account.

If you forgot your Account PIN, click here. We can send it to your email or your phone.

Make sure you have your Account PIN written down somewhere so you don't forget it. And never share your Account PIN with anyone - it's the key to your account. (Note, "Account PIN" used to be called "vKey.")

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How can I pay for my service?

There are a lot of ways to do it...

Credit or Debit Card: Use it to Top-Up from our Web site or right from your phone. To get started, click here..

Cash/Top-Up cards: Buy a Top-Up card with cash from one of thousands of retailers that carry them. To find the store nearest you, click here.

PayPal: Register your PayPal account with us and you can use it to pay for Top-Ups from your phone or from the Web. You can also set up Auto Top-Up on your PayPal account.

Click here for more information on using PayPal with Virgin Mobile.

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How do I keep my service active?

To keep your service active, you need to add at least $20 every 90 days to keep your service working, even if you still have money in your account. A $10 Top-Up will keep your account active for an additional 45 days (up to a maximum of 90 days).

Or, if you're enrolled in one of our Monthly Plans, just make sure you pay the monthly charge plus taxes and surcharges each month. Register a credit/debit card or your PayPal account and make it really easy. Or if you'd rather use Top-Up cards, make sure you have enough in your balance to cover the cost of the monthly charge (plus taxes and surcharges) and the cost of any features or additional minutes that you use.

Want to break the rules? Click here to learn about our other Top-Up options.

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How do I add money?

There are a lot of ways to do it...

From your phone: It's so easy. Just go to the Top-Up menu and follow the instructions there.

From the Web: Click the Top-Up link on our homepage. Then choose Top-Up card, credit/debit card, or PayPal. To Top-Up right now, click here.

Over the phone: To Top Up using a scratch card call us toll-free at *PAY (*729 for English Speaking callers) or *AD (*23 for Spanish speaking callers) from your Virgin Mobile phone. To top up from your home phone or using a credit card call us toll-free at 1-888-322-1122 (or *VM (*86) from your Virgin Mobile phone) and say "Top Up" Alex, our virtual advisor, will guide you through the simple process.

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Which stores carry Top-Up cards?

We are where you shop - in thousands of stores across the country. Click here to find the store nearest you.

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Are there any roaming or long-distance fees?

Nope.

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How do I pay for extra stuff?

With Pay as you go, the cost of any extra features you use will come out of your balance.

With Monthly Plans, the cost of any extra features you use will come out of your cash balance. So you'll have to have some money in that balance before you can use any of those services. To find out more, click here.

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What is Instant Top-Up?

Instant Top-Up lets you Top-Up in an instant -- whenever you want right from your phone or on our Web site. Just punch in the amount you'd like to add and you're good to go. To set up Instant Top-Up, all you have to do is register a credit or debit card. It's fast, simple, and secure.

Plus, once you've registered a credit or debit card, you can choose to set AutoTop-Up -- that's the easiest way to Top-Up.

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What is Auto Top-Up?

Auto Top-Up is sort of like Virgin Mobile's valet service. Register a credit/debt card or PayPal account, choose which way you'd like to Auto Top-Up, and we'll automatically add airtime to your account based on the settings you've chosen.

Just pick an amount - $20, $25, $30, $35, $40, $50, or $60 - and we'll add it to your account (1) once a month, or (2) once every 90 days, or (3) whenever your balance drops below $5 or 90 days since your last Top-Up, whichever comes first

It's your choice. And you can change your Auto Top-Up settings anytime through My Virgin Mobile.

Of course, if you're the controlling type, you can always register a credit/debit card or PayPal account and do Instant Top-Ups on your own - from our Web site or right from your phone.

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What is Auto Roll Forward?

With Auto Roll Forward, we’ll add a new Minute Pack to your account 30 days after your last Minute Pack purchase. That way, the unused minutes on your Pay As You Go plan will roll forward automatically. You need to have a credit/debit card or PayPal account registered with Virgin Mobile to activate Auto Roll Forward.
Activate Auto Roll Forward >

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Can my parents pay for my airtime?

As long as you have your parents' permission, you can register their debit/credit card or PayPal account to pay for Top-Ups, including Auto Top-Ups, on Pay as You Go or Monthly Plans, and for featured content-like text and picture messaging, international calling, etc. As for getting their permission, well, that's up to you. Of course, they can always buy Top-Up cards for you too.

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How do I Top-Up Using PayPal?

You can use your PayPal account to pay for Top-Ups from your phone or from the Web. You can also set up Auto Top-Up on your PayPal account. But before you can use PayPal to Top-Up, you'll need to register your PayPal account as a payment option in My Virgin Mobile.

Here's how to Top-Up using PayPal:

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Can I pay by check?

Sure, all you need is a checking account and Internet access.
Here's how to do it:
1. You'll need to have a PayPal account. (If you don't have a PayPal account, you can get one at www.paypal.com.)
2. Register PayPal as a payment option in My Virgin Mobile.
3. Follow the link to complete the pre-approved payment agreement on the PayPal Web site.
4. That's it. Now you can use your PayPal account for Auto and Instant Top-Ups.

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Why should I use a PayPal Account?

PayPal is a reliable and flexible way to control online payments. Paypal allows you to pay directly from your checking account. You can perform ad hoc Top-ups or setup Auto Top-Up by registering a PayPal account as a payment option in My Virgin Mobile.

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Is there a minimum amount I need to Top-Up?

To keep your account active, add at least $20 to your account every 90 days, even if you have a balance. A $10 Top-Up will keep your account active for an additional 45 days (up to a maximum of 90 days).

If you're using Top-Up to pay for one of our Monthly Plans, you'll need to have enough in your balance to cover the cost of the monthly charge plus taxes and surcharges and the cost of any minutes that you use.

Want to break the rules? Click here to learn about our other Top-Up options.

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Why would my account be deactivated?

Your account will expire if:

A) You go more than 150 days without Topping-Up at least $20 ($15 if you select the $15 Auto Top-Up option) - OR - you go more than 105 days from your last Top-Up of $10 on Pay as You Go.

or

B) There is a problem with the credit/debit card or PayPal account you have registered to pay for your Monthly Plan and you go more than 90 days without fixing it or otherwise paying your monthly charge.

Don't let either of these happen to you! If your account expires, you'll lose your phone number and any money left in your account.

If you're having trouble with your account, or have any questions, please give us a call at 1-888-322-1122.

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Can I control how my credit/debit card or PayPal account is used/charged?

Sure. You can adjust your payment options on the Payment Method page. Change your PayPal or Auto Top-Up settings, or choose from the following payment options:

• Use my registered card/PayPal account to pay for my Monthly Plan charges.
  We'll charge your registered credit/debit card or PayPal account for the full amount of your Monthly Plan (plus taxes and surcharges), including Messaging or Data Pack monthly subscriptions of $10 or greater, if there isn't enough money in your cash balance to cover the charge.
• Use my registered card/PayPal account only when I tell you to.
  We'll keep your registered card or PayPal account on file so you can use it later if you want, but we won't use it to pay for your Monthly Plan. (If you choose this option, make sure you keep enough money in your account to pay for your service each month.)

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