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.

Select a category New Monthly Plans Pay As You Go Plan with Roll Forward 18¢TALK 20¢/10¢ Plan $6.99 TALK Data Packs Day2Day Inner Circle Min2Min Monthly TALK Month2Month Pink Slip Protection

Select a topic How It Works Payment/Top-Up Account Management Surcharges

How do I pay for it?

To keep your service working, 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.

Top-Up to add money to your balance - do it right from your phone or here on the Web. Make Top-Up really easy by registering your credit/debit card. Or, pay from your bank account using PayPal. You can also buy Top-Up cards at thousands of retailers across the country.

Back to top

Do I only Top-Up when my balance runs low?

To keep your service working, you'll need to have enough in your balance to cover the cost of the monthly charge plus tax and surcharges and the cost of any minutes that you use. So add enough to cover your needs and keep your service working.

Back to top

What if I go over my minutes?

Guess what? You can't go over your minutes. When your balance gets low, we let you know that it's time to Top-Up. Just add some money to your account, and you're good to keep talking. No worries.

Back to top

What happens if there's not enough in my account to pay for the monthly charge?

If it's time for your monthly charge to go through and you don't have enough in your balance to cover the cost of the charge plus taxes and surcharges your service will stop working and you'll have to restore your account. Once you pay the outstanding monthly charge, you can start talking again with the TALK option you selected.

To add money to your balance, Top-Up right from your phone or here on the Web. You can also choose another TALK option by logging into My Virgin Mobile or calling 1-888-322-1122.

You can also set up the monthly charge on a credit/debit card or PayPal account. That way, you won't have to worry about not having enough money in your balance to cover the monthly charge. Click here to set it up now.

Check out our monthly TALK options.

Back to top

Can my account ever expire?

If your monthly charge doesn't go through (because there was a problem with your credit/debit card or PayPal account, or because there wasn't enough in your balance to cover the charge), your service will stop working. You won't be able to make or receive calls until you login to My Virgin Mobile or call 1-888-322-1122 to add enough money to cover the outstanding charges, or choose a new TALK option. If you go 90 days after that without fixing the problem, your service could expire and you will lose your phone number and any money left in your balance.

If you think there may have been a problem with your credit/debit card or PayPal account, please call Virgin Mobile At Your Service right away at 1-888-322-1122.

Check out our monthly TALK options.

Back to top

Am I charged for taxes and other surcharges?

Yes. State and local sales taxes, federal and state Universal Service Fund fees, and state and local e911 fees are added to the $6.99 monthly charge if you are paying with a credit/debit card or PayPal. And sales tax applies to all airtime purchases.

Back to top

How do I restore my account?

If you miss a monthly payment-because there was a problem with your credit/debit card or PayPal account, or because there wasn't enough money in your balance to cover the charge-you'll need to restore your account so you can keep talking with the monthly TALK option that you selected.

You can restore your account in one of two ways: 1) add enough money to cover the cost of your monthly charge (plus tax and surcharges), or 2) update your registered debit/credit card or PayPal account. Do it on the Web through My Virgin Mobile or by calling Virgin Mobile At Your Service at 1-888-322-1122.

Back to top