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 Day2Day Inner Circle Min2Min Monthly TALK Month2Month

Select a topic How It Works Anytime/Nights and Weekend Minutes Payment/Monthly Charge Surcharges Top-Up/Cash Balance Account Management

Why are some charges billed to my registered card and others come out of my cash balance?

For the monthly and Adjust-Up charges, we always try to take the money out of your cash balance first. (That's so we don't hit your card with a charge while you have a bunch of money sitting in your cash balance.) If there isn't enough money to cover the whole charge, we bill it to your registered credit/debit card instead.

All other charges come out of your cash balance-including text messaging, international calling surcharges, and downloads.

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How do I pay for it?

You'll need to register a credit card or PayPal account with us. Your monthly $29.99 (plus applicable taxes and surcharges) charge and any Adjust-Up charges will be applied to that card. You can also use your registered card to set Auto Top-Up to pay for text and picture messaging, international long distance, and other featured content.

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When/How will I be charged?

Here's how you could be charged with Month2Month:

1) Monthly Charge: Your credit card or Paypal account will be charged on the day before your next monthly cycle begins. (But if you have enough in your cash balance to cover the cost, we'll charge that instead of your credit card or Paypal account.)

2) Adjust-Up: Your credit card or Paypal account will be charged approximately 10 minutes before each level change. But we'll send you an alert when you have 15 minutes left in a level, so you'll know when you're about to be charged.

3) Auto Top-Up: If you have Auto Top-Up set up, you'll be charged according to the Auto Top-Up settings you chose.

4) Non-minute Services: To use features like ringtones, downloadable games, browsing VirginXtras/VirginXL, downloads, international calling (the charge on top of the minutes you use), and text and picture messaging, you'll need to have money in your cash balance Whenever you use one of those features, we'll deduct the cost from your cash balance.

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I have money in my cash balance, why did you charge my Credit Card/PayPal account?

We only use your cash balance to pay for monthly or Adjust-Up charges when there is enough money in your balance to cover the entire cost of the charge. So, if you're charged for an Adjust-Up ($10 plus applicable taxes and surcharges) but you only have $9 in your cash balance, we will charge your credit card or PayPal account, not your cash balance.

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What happens if there's a problem with my credit card or PayPal accoun?

If we have a problem charging your credit card or Paypal account, we'll send an alert to your phone to let you know and we will present you with a curing page when you login on the web or you can call Virgin Mobile At Your Service at 1-888-322-1122.

If you don't fix the problem, you'll be able to use any remaining minutes left in your account, but once you run out or the month ends, you won't be able to make calls again until you fix the problem with you card.

If there is a problem with your Credit card or Paypal account, get in touch with us right away. If you wait too long, your service could be deactivated. If that happens, you'll lose your phone number and any money left in your account.

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I noticed a $1 Virgin Mobile charge on my credit/debit card statement while checking it online. But it wasn't there when I received the statement in the mail. Why?

As part of the billing process, we sometimes have to "pre-authorize" charges to your debit/credit card. That means we reserve a small amount on your card when you're about to get charged for an Adjust-Up or monthly charge. The $1 charge gets credited back to you as soon as we charge the full amount to your card.

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Am I charged for taxes and other surcharges?

Yes, we charge state and local sales taxes, federal and state Universal Service Fund fees, and state and local e911 fees.

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Will I receive a bill?

No way. With Virgin Mobile's Pay As You Go service, there are no bills.

You can check your account history anytime by logging in to My Virgin Mobile

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