How can we help you?

If you are an Emirates ID holder, you can update your ID through our app using UAE PASS. Learn more about UAE PASS.

All Virgin Mobile customers must have a valid ID in accordance with TDRA regulations, regardless of whether you are a UAE resident or a UAE National. Just make sure the ID is yours. If you are outside of the UAE, you can still update your ID using UAE PASS.

If your Emirates ID expires, you have a 60-day grace period to update it with your new Emirates ID to avoid suspension. Please note that your plan and the balance in your wallet will expire on the day your account is frozen.

If you miss the 60-day mark, don't worry; you'll have another 30 days during which you can receive calls and SMS, but not make calls, send SMS, or use data.

Thereafter, your line will be suspended; however, you'll have 12 months to update your ID, after which you can reactivate your account and the number. If you don’t provide a new ID within 12 months, your number will be terminated.

If you’re a visitor, visit our kiosk at a Virgin Megastore near you. Once you arrive at the kiosk, please submit your original passport. Our promoters in-store will check for a valid UAE entry stamp or visa. Here's what you need to know:

• If you are a citizen of a country that doesn't require a visa to enter UAE, they'll only scan the first page(photo page) of the valid passport, and you'll have 30 days of validity
• If you are a citizen of a country that requires a visa to enter UAE, you must provide a valid visa to be able to get a SIM card. The promoter will scan the first page (photo page) of the valid passport and the valid visa page. You'll then have 30 days of validity

Please note our verification team will need to review and approve the ID you submit to activate your new SIM. This might take a few hours, and we will do our best to approve it quickly. If your ID is rejected, we’ll notify you of the reason for rejection via email.

Got questions? Chat with us