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Need help? Find answers to our most frequently asked questions.

Password Reset

If you are having issues logging into your account reset your password please here.

Missing Cashback

It can take up to 7 days for your transaction to appear in your account so please wait until after 7 days before submitting a claim.

To submit a cashback claim send an email to claims@virginmoneyback.com

In order to process your query as quick as possible please include the following information in your email to us.

  • Your Full Name
  • E-mail address linked to your Virgin Money Back Account
  • The name of the website you purchased on
  • Your purchase order or reference number and item you purchased
  • The date you made your purchase
  • Value of the purchase(s)
  • Tell us why you are contacting us
    • I have untracked cashback (You have made a purchase with a retailer but there is no record in your account)
    • I have been declined for cashback (You did have a cashback transaction in your account for this purchase but now it's showing as declined)
    • I have an incorrectly tracked cashback transaction (You do have a cashback transaction in your account but the cashback amount is different than you were expecting. Tell us in your email the cashback you have received and cashback you were expecting)

General enquiries

To ask us a question about earning cashback on Virgin Money Back or to get help with a problem in your account please email enquiries@virginmoneyback.com. Please include the e-mail address linked to your Virgin Money Back account.

How to make a complaint

At Virgin Money Back we are committed to providing a service of the very highest standard. We recognise that sometimes things can go wrong, and when they do, we want you to tell us so we can put them right as soon as possible. So if you’re unhappy with something, then please make sure you let us know by contacting us at enquiries@virginmoneyback.com telling us what has happened. We’ll acknowledge your enquiry within 3 working days and set your expectations about the next steps.

Credit Card Enquiries

The Virgin Money Back Team can only answer queries about your cashback. If your question is about your Virgin Money Credit Card, please call the Credit Card Team on 0800 011 3210.* We are here 24 hours a day, 7 days a week.

*Calls to 0800 numbers are free from personal mobile phones and residential UK landlines. Calls will be monitored and recorded.