ID verification

ID verification for Virgin Plus Mobility orders

When you place a Virgin Plus Mobility order, you'll be prompted to complete an ID verification process, which includes scanning a piece of government-issued ID and taking a selfie.

ID verification is used to enhance security, prevent fraud and protect you against identity theft by ensuring it is you placing the order.

The process collects personal information such as name, date of birth, address and a government-issued ID, then validates the authenticity of the information. The selfie helps to ensure the person ordering is the same as the person on the ID.

What you'll need

Getting started

During the ordering process, simply follow the prompts to complete your ID verification.

You'll need a mobile device with a camera to scan your ID and take a selfie. Laptops/computers can't be used for ID verification. If you place your order on a computer, you'll see a QR code to access ID verification, scan the QR code with a mobile device (or you can have a link texted to your phone).

You'll also need one of the following government-issued documents:

• Canadian driver's licence PREFERRED
• Canadian or foreign passport
• Canadian citizenship card
• Indian status identity card
• British Columbia combined services card and driver's licence
• Provincial photo ID card (excluding Nunavut and Québec)
• Permanent residency card

How your information is protected

The Virgin Plus Privacy Policy spells out the commitments of the Bell companies and the rights of customers regarding personal information. It complies with the Personal Information Protection and Electronic Documents Act (PIPEDA) and details how we implement the principles of the Canadian Standards Association (CSA) Code.

See Virgin Plus privacy policy

Help and error messages

I can't get ID verification to work.
If you're unable to complete the ID verification, please visit a Virgin Plus store and we'll be happy to help. Remember to bring your eligible ID to the store.

Error message: "Document not supported."
You'll need to return to the previous step and try again with a different eligible ID.

Error message: "Identity verification not completed."
You'll need to return to the previous step and try again. If the message appears once more, please start a new verification session and provide a different form of eligible ID.

Error message: "Identity verification failed."
Your document could not be authenticated. Please start a new verification session or use a different eligible ID.

What do I do if I see suspicious activity or suspect fraud on my Virgin Plus account?
If you suspect an unauthorized attempt to log in to your account, you should immediately change your password and monitor your account for any further activity.

If you suspect you have been the victim of fraud:

• Contact the Virgin Plus Loss Prevention team at 1-888-999-2321 immediately.
• Change your MyAccount password following good password practices.
• Monitor your account and report any suspicious activity or changes.