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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How do I check for my balance?

Just press and hold the up arrow on your phone's keypad and we'll tell you how many minutes you've used, how many minutes are included in your plan, and when your next month starts.

You can check your balance from your phone for free up to 5 times each day. After that, it costs 2¢ per check from your phone. Or, log on to My Virgin Mobile with your Account PIN and do it whenever you want. There, you can get a more detailed list of charges — like how much you've spent on messaging, downloads, and taxes and surcharges.

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How do I pay for additional minutes, messaging, and downloads?

The cost of any features you use will be charged to your cash balance — even if you’re paying for your monthly charge with a credit/debit card or PayPal. So after you pay your monthly charge, make sure you have enough money in your cash balance to cover the cost of any features you want to use. Auto Top-Up is a really easy way to keep money in your cash balance for additional minutes, messaging, and downloads.

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Can my account ever expire?

If your monthly charge didn't go through — because there was a problem with your credit/debit card or PayPal account — and if you go 120 days after that without fixing your account, your service will expire and you will lose your phone number and any money left in your cash balance.

Once you fix your payment method and pay the outstanding monthly charge, you can start talking again with the monthly plan you selected.

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.

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What if I want to cancel my monthly service?

Since there are no long-term contracts, you're free to go whenever you want. Just give us a shout and we'll put a stop to your monthly charge. Keep in mind that you'll lose any unused minutes/messages when you cancel your service.

If you think another Virgin Mobile plan might be a better fit for you, it’s easy to make the switch. To compare our plans, click here.

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What if the plan I’ve chosen isn't right for me?

No worries. You can change plans as your needs change as long as your account is active. Make the switch here, or by calling Virgin Mobile At Your Service at 1-888-322-1122.

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How do I fix my account if my monthly charge didn’t go through?

If your monthly charge doesn’t go through — because there was a problem with your credit/debit card or PayPal account — you'll need to fix your account so you can keep talking with the monthly plan you selected.

Here are two ways to do it:

1) Update your registered credit/debit card or PayPal account info, or

2) As you long as you have a registered credit/debit card or PayPal account on file, use your cash balance and add enough money to cover the cost of your monthly charge (plus tax and surcharges)

You can fix your account through My Virgin Mobile or by calling Virgin Mobile At Your Service at 1-888-322-1122.

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