Frequently Asked Questions

• Block a phone number

  Currently Virgin Mobile does not support phone number blocking.

• Understand how No Contract works

  It's like a Contract Plan without the Contract. With Virgin Mobile there are no activation fees, credit checks or bills. You simply pay for your service on your handset or online with a credit card, PayPal or Top-Up card. You can review your account balance and history anytime online by logging into My Account.

  As long as you pay your monthly charge (plus taxes and surcharges), you'll start each month with the amount of minutes you've signed up for. It's just that simple.

• Change your existing Virgin Mobile phone number

  You can change your current Virgin Mobile phone number for a $10.00 fee. Simply log into My Account, go to the Settings & Preferences section, select Change Phone from the right-hand navigation and walk through the guided steps.

  Important Info to Remember:

  • - You will be charged $10.00 from your cash balance to complete this phone number change.
  • - Once you change your Virgin Mobile phone number, you cannot get your old phone number back.
  • - You're only allowed to change your phone number once every 24 hours using our website.

• Troubleshoot: When your monthly charge didn't go through

  If your monthly charge doesn't go through – because there was a problem with your credit/debit card or PayPal account – you'll need to fix your account so you can keep talking with the Monthly Plan you selected.

  Here are two ways to do it:

  1. 1) Update your registered credit/debit card or PayPal account info, or
  2. 2) As you long as you have a registered credit/debit card or PayPal account on file, use your cash balance and add enough money to cover the cost of your monthly charge (plus tax and surcharges)
  3. 3) You can fix your account through My Virgin Mobile or by calling Virgin Mobile At Your Service at 1-888-322-1122.

• How to file a Phone Insurance claim if your phone is lost, stolen, or damaged

  Filing a claim is easy. Just go to www.phoneclaim.com/virginmobileusa or call 1-877-885-1547 to file a claim with Asurion. (Asurion's Customer Care Center hours of operation are 7am - Midnight CST, 7 days a week.)

  You must be the primary account holder on the account to file a claim, and you must report the claim within 30 days of the incident.