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Multi-factor authentication for My Account

You should never share your one-time verification code with anyone. It should be used only on a Virgin Plus multi-factor authentication (MFA) validation screen (e.g., when logging in or making changes to your MFA details).

 

What is multi-factor authentication (MFA)?

  • What is multi-factor authentication (MFA)?

    Multi-factor authentication (MFA) adds another layer of security to your My Account account by using more than one method to verify your identity. When logging in, you still enter your existing My Account username and password, followed by the unique one-time verification code we send to your preferred email address or phone number. You must enter the correct one-time verification code before you can access your account.

  • Why is Virgin Plus using multi-factor authentication (MFA)?

    Virgin Plus is enhancing My Account account security by using MFA to help ensure only you can access your account.

Getting started with multi-factor authentication (MFA)

  • How do I set up multi-factor authentication (MFA) for the first time?
    1. Log in to My Account as usual by entering your username and password.
    2. You'll receive a one-time verification code at the contact email address listed in your My Account profile.
    3. After successfully verifying your email, you‘ll be prompted to add a number. You can use a Canadian number to receive the code via a voice call or text. You can use a United States number to receive the code via a voice call.
    4. Enter the one-time verification code sent to your number to finish logging in.
    5. Now that MFA is set up, you can update your contact email or number at any time in the profile section of My Account.

    Note: You may be prompted for a verification code multiple times depending on the changes you make to your profile.

  • Can I opt out and just use a password?

    To enhance the security of account and personal information, Virgin Plus customers will be required to use multi-factor authentication (MFA). You cannot opt out.

Using multi-factor authentication (MFA)

  • How do I use the one-time verification code?

    When logging in to My Account or making changes to your profile, you may be asked to enter a one-time verification code. Once you receive the code, you should never share it with anyone and should only use it on the Confirm your identity.

  • Where is the one-time verification code sent?

    We'll send the one-time verification code to the contact email address or MFA number listed in your My Account profile. If you don't see the email, check your spam/junk folder. If you've already set up multi-factor authentication (MFA) with a number, you can also choose to receive the code via text or voice call.

  • Do I need an email and a phone number to use MFA?

    Yes, you will be required to have both an email address and a number associated with your My Account profile to use multi-factor authentication (MFA). After logging in for the first time, you can edit your profile to change your email address or phone number for use with MFA.

  • Will I have to enter a one-time verification code every time I log in?

    No. Virgin Plus has attempted to minimize how often we request a one-time verification code. If, for whatever reason, we detect unusual account activity during your log in, we'll request a one-time verification code to make sure it's really you logging in.

Managing settings

Troubleshooting multi-factor authentication (MFA)