Step By Step Instructions (Prepaid)

• How do I apply a one time top up with a card/voucher?
  1. Log into My Account. Once you enter your phone number, you'll be redirected to the Prepaid log in screen to enter your Password.
  2. Click on the Top up now button.
  3. On the top up tab, click on top up now under the Top up card section. You will need to enter the 16 digit PIN number on your receipt (click Add another card if you have more than one) and then click Continue.
  4. You'll be prompted to review and accept the Terms of Service then click Confirm in order to complete the transaction.
  5. You will be presented with a summary of your transaction and presented with your new balance as well as the date on which the funds expire.
• How do I apply a one time top up with a Credit Card or Visa Debit?
  1. Log into My Account. Once you enter your phone number, you'll be redirected to the Prepaid log in screen to enter your Password.
  2. Click on the Top up now button.
  3. On the top up tab, click on Start here under the Credit Card or Visa Debit section. You will need a MasterCard, Visa or American Express credit card, or Visa Debit Card.
  4. Pick one of the amounts listed or enter a full dollar amount greater than $15.
  5. You will be prompted to pick a credit card (if one already on your account) or register a new card.
  6. You'll be prompted to review and accept the Terms of Service then click Confirm in order to complete the transaction.
  7. You will be presented with a summary of your transaction and presented with your new balance as well as the date on which the funds expire.
• How do I apply a one time top up with INTERAC?
  1. Log into My Account. Once you enter your phone number, you'll be redirected to the Prepaid log in screen to enter your Password.
  2. Click on the Top up now button.
  3. On the top up tab, click on Start here under the INTERAC section - be sure to check the list of participating banks.
  4. Pick one of the amounts listed or enter a full dollar amount greater than $15 and click Continue.
  5. You'll be prompted to review and accept the Terms of Service then click Confirm in order to complete the transaction.
  6. You'll be advised of next steps, which include a re-direct to your Financial Institution's log in page and you will need to enter your username and password then follow your bank's prompts to complete the payment.
  7. You'll need to review their choices and select Confirm if accurate. Your bank will process the payment and redirect you back to the Virgin Mobile My Account page.
  8. You will be presented with a summary of your transaction and presented with your new balance as well as the date on which the funds expire.
• How do I set up Auto Top Ups with a Credit Card or Visa Debit?
  1. Log into My Account. Once you enter your phone number, you'll be redirected to the Prepaid log in screen to enter your Password.
  2. Click on the Top up now button.
  3. On the top up tab, click on Start here for Auto Top Ups with a Credit Card or Visa Debit under the Set up Auto Top Ups section. You will need a MasterCard, Visa or American Express credit card, or Visa Debit Card registered on your account. If none is, you'll need to do so.
  4. You'll be prompted to review and accept the Terms of Service and enter a top up amount (must be a full dollar amount and between 15 dollars and 200 dollars) and then click Save Changes in order to complete the transaction.
  5. You will be presented with a summary of your transaction and presented with your new balance as well as the date on which the funds expire.
• How do I set up Auto Top Ups with Bank it Pre-Authorized Debit?
  1. Log into My Account. Once you enter your phone number, you'll be redirected to the Prepaid log in screen to enter your Password.
  2. Click on the Top up now button and click on Start here for Bank It Pre-Authorized Debit under the Set up Auto Top Ups section.
  3. Set up your monthly top up amount and date.
  4. Fill out the authorization form, sign it and send it back to us along with a void cheque and we'll make it happen.
• How do I check my balance?
  1. Log into My Account. Once you enter your phone number, you'll be redirected to the Prepaid log in screen to enter your Password.
  2. On the Welcome tab, your balance is displayed along with your balance expiry and anniversary dates.
  3. You can top up or make changes to your account from here.
• How do I check my account status?
  1. You will be prompted to log into My Account with your 10 digit phone number and Password after you are redirected to the Prepaid log in page.
  2. On the Welcome tab, your status is displayed in the Monthly plan and add-ons status field.
  3. If not active, you'll need to top up with enough funds to cover your monthly fees in order to re-activate your status.
  4. Do not use your device until you receive the Good to Go text message from us! if you use your phone before you receive the text message, your plan will not be re-activated and you will remain on Pay Per Use rates which are deducted from your balance.
• How can I make my payments?
  1. Log into My Account. Once you enter your phone number, you'll be redirected to the Prepaid log in screen to enter your Password.
  2. On the Welcome tab, your balance is displayed along with your balance expiry and anniversary dates.
  3. If you want to have your monthly fees charged to a credit card each month, you'll need to have a registered credit card on your profile.
  4. Click on the My Profile tab where there is a section called My Payment Info. You'll see your registered credit card listed - simply click on Edit to make changes, or you can delete the card. If you need to add a new card, click on Add a Credit Card to register a new one.
  5. Scroll down to Payment Info and under Pay the Easy Way, you'll see an option Let's do it! to have monthly fees charged to your credit card. You can return here to change back to having the monthly fees taken from your account balance instead but if you do, you'll need to remember top up with enough funds to cover your Monthly Recurring Charges and any unforeseen usage.
• How do I change my plan?
  1. Log into My Account. Once you enter your phone number, you'll be redirected to the Prepaid log in screen to enter your Password.
  2. On the Welcome tab, you will see your current balance amount, balance expiry date as well as your anniversary date, which is when your monthly plan/add-on payment is due.
  3. Under My Plan and Add-ons, click the (+) sign to view the details for your current plan. Click Change to search for new plan.
  4. Click on See a list of everything we've got and select your new plan.
  5. If you have a registered credit card on your profile, you may be prompted to choose to pay for your plan by charging your credit card each month or to have money taken from your account balance. If you choose account balance, you will need to make sure you top up with enough funds to cover your monthly fees and any unforeseen usage on your anniversary date.
• How do I add/remove Add-Ons?
  1. Log into My Account. Once you enter your phone number, you'll be redirected to the Prepaid log in screen to enter your Password.
  2. On the Welcome tab, you will see your current balance amount, balance expiry date as well as your anniversary date, which is when your monthly plan/add-on payment is due.
  3. Under My Plan and Add-ons, if you have any Add-Ons you will see them listed.
  4. Click on Add more add-ons - pick the type of add-on you want to add or remove.
  5. You can choose to have added right now or you can wait until your next anniversary date. If you add today, you'll need to make sure you have enough funds to cover the partial cost since you'll receive a partial amount of your new add-on (minutes, text or data).
  6. If you have a registered credit card on your profile, you may be prompted to choose to pay for your plan by charging your credit card each month or to have money taken from your account balance. If you choose account balance, you will need to make sure you top up with enough funds to cover your monthly fees and any unforeseen usage on your anniversary date.
• How do I track my usage?
  1. Log into My Account. Once you enter your phone number, you'll be redirected to the Prepaid log in screen to enter your Password.
  2. On the Welcome tab, you will see your current balance amount, balance expiry date as well as your anniversary date, which is when your monthly plan/add-on payment is due.
  3. Under My Plan and Add-ons, click on the (+) next to Check my usage. You'll see the details for your data as well as voice and text (if applicable).
• How do I report a lost/stolen phone?

  If your phone was stolen, report the theft to local police and you should also report lost or stolen phone in My Account.

  To do so, follow these steps:

  1. Log into My Account. Once you enter your phone number, you'll be redirected to the Prepaid log in screen to enter your Password.
  2. On the Welcome tab, underneath the picture of your phone, click report lost or stolen phone.
  3. Select if Lost or Stolen and click Next.

  
  

  Good To Know:
  You won't be able to top up your phone while service is suspended. You will be responsible for any charges (calls or data) made on your phone between the time that it's lost and the time that you took to report it to us, so act fast to avoid unnecessary charges.

  Check out your Terms of Service for further details.

• Wondering what your PIN is for?

  Your PIN would have been sent to you via text message after you activated your Prepaid phone. This PIN can be used to verify your identity and to check your balance when you call us.

  Heads Up! You'll get a separate text message with your password to finish setting up your My Account.

• I'm already a Virgin Mobile Member. How do I upgrade or replace my prepaid phone?

  If you're a current Member upgrading to a new phone or replacing your phone with a replacement phone log in to My Account to update your information.

  Log in to My Account

• When can I start adding cash to my prepaid account?

  You can add cash to your prepaid account during activation or just log in to My Account at any time. You'll need a top up card or a credit card. Top Up Now

• What's Top Up?

  Topping up is how you add money to your Virgin Mobile prepaid account.

  If we’re providing you with prepaid services, you will not receive a monthly bill. You must maintain a positive balance of funds in your Prepaid account in order to use the services. Top Up Now

• Where can I get a Top Up card?

  Top Up cards are sold at thousands of retail locations across Canada. You can pick them up in handy $15, $25, $50 and $100 amounts. Whatever works for you.

• How can I pay to Top Up?

  To Top Up your account, you can use a MasterCard, Visa or American Express credit card, or Visa Debit Card. Top Up Now

• Will my credits ever expire?

  Yes! Prepaid funds are valid for a specified number of days starting from the time of the day they’re added to your account (“Active Period”).

  Unused funds will expire at the end of the Active Period. Expired prepaid funds will be restored if you Top Up your account within 7 calendar days of their expiry.

  If you Top Up your account before your existing prepaid funds expire (or are used up), then your Top Up will be added to your existing Prepaid funds and the Active Period for the Top Up will apply to the combined amount of prepaid funds. Prepaid funds are non-refundable.  Any Prepaid funds which are added to your account on a promotional basis will expire at the end of the Active Period and are not restored by Top Up. Any included but unused minutes, text messages or data in Prepaid Plans or Add-Ons will not carry over beyond the applicable Plan or Add-On period.

  The higher the amount, the longer the available time you have to use it before it expires. Check out the chart below.

  Top up card Chart

  Top Up Cards or Cash	Top Up Value Credit or Debit	Expiry (In Days)
  $100	$100 - $200	365
  $50	$50 - $99	60
  $25	$25 - $49	60
  $15	$15 - $24	30

• Keeping my account active

  If your balance is zero for 90 days, your account will be deactivated and you'll lose your phone number. Yikes! To reactivate your account, click on the link "Activate now" above.

  Keeping a balance in your Prepaid account makes sure that you:

  • Always have the lowest by-the-minute calling rate.
  • Always have access to your phone when you need it.
  • Can carry over any unused account balance to your new expiry date.

  Heads Up!
  If your balance is zero, you won’t be able to make/receive calls, browse the web or send texts. Dial #999 from your phone to check your balance.

  Looking to confirm if your prepaid account is cancelled, learn more.