If you're using an Emirates ID, you can update it on our app here; however, if you're updating a passport ID, visit our kiosk at a Virgin Megastore near you.

All Virgin Mobile customers must have a valid ID as per TRA regulations. If you’re a UAE resident or a UAE national, submit your Emirates ID in the app by scanning a front and back photo. Just make sure the ID is yours.

You have to be physically present in the UAE to be able to update your ID.

If your Emirates ID expires, you have 60 days of grace to update it with your new EID to avoid suspension. 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 there's no valid entry stamp or visa, they'll only scan the first page(photo page) of the valid passport, and you'll have 30 days validity.
  • If there is a valid entry stamp or visa, the promoter will scan the first page (photo page) of the valid passport, the valid visa or entry stamp. You'll then have 90 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.