HELP
YOUR QUESTIONS. OUR ANSWERS.
GENERAL QUESTIONS
How can I contact Virgin Mobile?
Why should I join Virgin Mobile?
How does Virgin Mobile work?
What types of ID are accepted and how can I get verified?
Where do I get Virgin Mobile from?
How do I pay and how can I change my payment method?
Is everything really managed from one app?
I want to keep my existing number. Is this possible?
Managing my plan
Are there really no contracts with Virgin Mobile?
Can I unpause my plan at any time?
How long can I pause my plan for?
What happens to my remaining minutes and data when I pause my plan?
What happens to my ‘Wallet’ credit when I pause my plan?
When I pause my plan, do I still pay a monthly plan renewal fee?
Can I use data while my plan is paused?
I have paused my plan, but changed my mind. Can I unpause it?
Can I really change my plan at any time?
What happens to my number when I pause my plan?
How can I change or edit my plan?
When I unpause my plan, will I go back to the same plan I had before?
I want to pause my monthly plan. Is this possible?
How can I pause my plan?
Can I pause my plan at any time?
How do I get the best prices with Virgin Mobile?
I don’t need local or international minutes. Is it possible to only buy data?
What is a ‘BOOSTER’?
I don’t understand the difference between a ‘Booster’ and ‘Pay As You Go’?
I don’t want to ‘Boost’ and my plan is at zero. Can I still use my service?
How can I cancel my account with Virgin Mobile?
Can I cancel my account at anytime?
Is there a limit on the number of ‘Boosters’ I can add to my plan?
Can I really choose my own number?
What happens if my data runs out before my plan renews?
What are the Virgin Mobile Pay as You go charges in the UAE?
How can I find the international calling rates?
Which countries do you cover in your international calling plans?
Does my plan renew automatically?
How can I find prices for all the different plans?
How does the ‘Double Data’ offer work?
What do I have to spend to get the ‘Double Data’ offer?
How long is the ‘Double Data’ offer valid for?
ID verification
Managing my roaming
How do I pay for data and voice roaming?
I bought a roaming plan, but my trip was cancelled. What now?
Why is my destination not listed for roaming?
I’ve just purchased a roaming data plan. When does it work?
How can I buy data for travelling abroad (roaming)?
When does my roaming plan expire?
How do I get the best rate for my roaming plan?
Is it possible to add more data to my current data roaming plan?
My profile & numbers
Payments & Balance
Can I have 2 cards linked to my account?
How can I pay for Virgin Mobile?
Why do I get an error message in the app when I try to change my payment card?
Can I pay for Virgin Mobile with a debit card?
When am I charged for my plan renewal?
Why do I need to make a manual payment every month?
Why was my payment declined?
What payment cards do you accept?
Why is my payment card not working?
Which cards are not accepted by Virgin Mobile?
I have money in my account, but my payment won’t go through. What’s happening?
Why aren’t you taking money from the wallet when my plan renews?
How can I add money to the ‘Wallet’?
My card was declined. What should I do now?
How can I change the payment card on my account?
What is ‘Pay As You Go’ (PAYG)?
What is the ‘Card Spend Limit’ and how does it work?
I want to track my payments. Can I do this in the app?
I don’t want to pay on my card. What other payment options are available?
My credit card expired. How can I update it?
What do I use the ‘Wallet’ for?
How much should I ‘Auto Credit’ my ‘Wallet’?
How can I control what I spend each month?
How can I view my payment history?
Transfer my existing number
Can I transfer my Du or Etisalat number to Virgin Mobile?
Do I need to provide any documents when transferring my number?
How do I transfer my existing UAE number to Virgin Mobile?
What happens to my existing contacts when I transfer my number?
Why was my number transfer request rejected?
How much does it cost to transfer my number to Virgin Mobile?
I am currently on a post-paid plan. Can I still transfer my number?
How long does it take to transfer my existing UAE number to Virgin Mobile?
I have a Virgin Mobile number, but I also want to transfer my Du or Etisalat number. Is this possible?
I have a business account with Du/Etisalat. Can I transfer my number to you?
I have changed my mind after transferring my number. Can I transfer it back?
How will I know when my existing number has transferred to Virgin Mobile?
Will I be notified if my number transfer is completed or rejected?
I have unused credit with my current operator. Will I lose it when I transfer my number to Virgin Mobile?
Can I return to my previous operator?
I plan to leave Virgin Mobile, but have some credit on my account. Will you refund it when I leave?
I have transferred my number to Virgin Mobile. Why is my iPhone still sending iMessages from my temporary number?
I lost my SIM card
Delivery
How can I get a Virgin Mobile SIM card?
Do you really deliver SIM cards to the entire UAE?
The SIM delivery driver hasn’t arrived. What should I do now?
Do you really deliver SIM cards daily?
The driver cancelled my delivery. What now?
How much do you charge for SIM card delivery?
I didn’t get my SIM delivery. What do I do?
I’ve just requested for my SIM card to be delivered. What happens now?