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.