How can we help you?

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

All Virgin Mobile customers must have a valid ID as per TDRA regulations whether you are a UAE resident or a UAE National. Just make sure the ID is yours and you have to be physically present in the UAE to be able to update your ID and passport.

If your Emirates ID expires, you have a grace period of 60 days to update it with your new EID in order to avoid suspension. Please note that at the end of the grace period, if you haven't updated your Emirates ID, you will lose your plan and the balance in your wallet.

If you miss the 60 days, don't worry, you'll have another 30 days during which you will be able to receive calls/SMS, but NOT be able to make calls, send SMS or use data.

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

If you’re a visitor, visit our kiosk at a Virgin Megastore near you. Once at the kiosk, 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 validity.

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

Got questions, chat with us.