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 pay for it?

Since there are no annual contracts, all you have to do to keep your monthly service working is:

1) Keep a registered credit/debit card or PayPal account on file with us, and

2) Pay the monthly charge (plus taxes and surcharges) each month using your registered credit/debit card or PayPal account — or your cash balance.

That’s all there is to it. No credit checks and no surprising bills at the end of the month.

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What happens if my monthly charge doesn't go through?

If your monthly charge doesn't go through — because there was a problem with your credit/debit card or PayPal account and you did not have enough money in your cash balance to cover it— you can continue to talk at a rate of 20¢/min for up to 120 days until you fix your payment method.

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

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Am I charged for taxes and other surcharges?

Yes. Sales tax applies to all airtime purchases. Surcharges, including Federal and state Universal Service Fund fees, state and local e911 fees and a cost recovery charge, are added to the monthly charge.

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Will I receive a bill?

Nope. With Virgin Mobile, there are no bills. But you can check your account history anytime by logging in to My Virgin Mobile.

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Can I use Virgin Mobile’s “One Year of Service” card with my monthly plan?

You can use the “One Year of Service” card to add $90 to your cash balance, but it will not extend your monthly plan service for a year.

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My monthly charge didn't go through, but I can still make and receive phone calls. What gives?

If your monthly charge doesn't go through ‚ because there was a problem with your credit/debit card or PayPal account and you did not have enough money in your cash balance to cover it ‚ you can continue to talk at a rate of 20¢/min for up to 120 days until you fix your payment method. If you top-up less than enough to cover your monthly charge, you will be switched to our Pay As You Go Basic plan 30 days from the top-up.

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

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Can I still send messages and download ringtones even if my monthly charge didn’t go through?

Yes. You can send and receive messages and buy downloads as long as you have enough money in your cash balance to cover the cost.

But keep in mind, if you go too long without fixing your payment method, you can lose your Virgin Mobile phone number and any money left in your cash balance. So if there's a problem with your credit/debit card or PayPal account, don't go too long without fixing your payment method or switching to Pay As You Go.

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