You've got questions. You want answers. You've come to the right place, my friend.
On Prepaid:
Your downloads are linked to the phone number you had at the time of the download. Once you’ve transfered your phone number and balance to your new mobile you’ll need to switch your new tones and images over as well. Just go to the main Menu, then hit My Account, then hit My Locker, and then keep on scrolling down until you find your downloads. There you have an option to re-download for free! If your new phone isn’t compatible with your previous downloads you won’t be able to get them back. As well, if you’ve changed your phone number in the past without switching over your tones and images, you also won’t be able to switch them over. Don’t forget you can always get them back anytime by re-downloading them again for the full price.
On myPlanTM:
Unfortunately, the stuff you download from us can't be transferred from one phone to another.
Yes. This is the same as adding a secondary contact on your account. To set up a secondary contact (someone who can use your phone or make payments on your account), call customer care at 1.888.999.2321. Remember that secondary contacts also have access to your account, as well as the ability to make changes on your behalf.
On Prepaid:
To set up a secondary contact (someone who can use your phone or make payments on your account), give Customer Care a shout at 1.888.999.2321. Remember that secondary contacts also have access to your account, as well as the ability to make changes to your account, so don’t set someone up as a secondary contact unless you really trust them.
Heads-up! Secondary contacts cannot do the following on an account:
On myPlanTM:
To set up a secondary contact (someone who can use your phone or make payments on your account), call customer care at 1.888.999.2321. Remember that secondary contacts also have access to your account, as well as the ability to make changes on your behalf.
On Prepaid:
You can check you account balance a whole bunch of ways:
On myPlanTM:
Yep, go to My Account and click on Membership Info, then look for Minute Check™.
On Prepaid:
We do it overnight at around 1:00 a.m.
Here's an example of how it works. Let's say you've chosen $10 as your Auto Top Up threshold. Your Auto Top Up amount is $50. On Monday, 1:00 a.m., we check your account and see that your balance is $12.00. Auto Top Up doesn't kick in. You use your phone a bunch of times during the day on Monday and your account balance falls to $0.50. On Tuesday, at 1:00 a.m., we check your account and see that you're well below your $10 threshold. That's when Auto Top Up kicks in and adds $50 to your account.
Here's another example. You've chosen $10 as your Top Up threshold and your Auto Top Up amount is $50. On Monday, 1:00 a.m., we check your account and see that your balance is $9.90. Auto Top Up kicks in right away and adds $50 to your account.
On Prepaid and myPlanTM:
With Pic Sharing and Vid Sharing, you upload an image for 50¢. You can then send it to anyone with the ability to receive pics or vids. Send it to a computer or a mobile phone. Send it as many times to as many people as you like. You only pay the 50¢ upload fee once. It costs just 50¢ each time you send it to a friend from your phone. Use your PC to send it from your online stash and it's free.
We can only accept Canadian-issued Visa and Master Card credit cards. We can't accept prepaid cards, corporate cards, or cards issued in the US or some other country. If your card is jointly held, you may need to register the primary card holder account.
Call us at 1.888.999.2321, or 611 on your mobile, if your credit card is one that we accept but you still need help getting it set up.
To send a text message to another mobile phone:
To enter numbers or symbols in the message, click on the ABC button.
On Prepaid:
Topping up is how you add money to your prepaid Virgin Mobile account. When your account is low you can just top it up to keep making calls and using other cool stuff. Topping up is a snap through:
Top Up cards are sold at thousands of retail locations across Canada. You can pick them up in handy $15, $25, $50 and $100 amounts. Whatever works for you. The higher the amount, the longer you have to use it before it expires.
Topping up with your credit card is super-convenient. Register a credit card with us and you can even top up on the run directly from your Virgin Mobile phone.
To top up your account, you can do any of the following:
Let us do all the work
With Auto Top Up we can top up your account for you when your balance is running low. When your balance hits the amount you've decided on, we'll top you up in the amount you've chosen using the credit card or pre-authorized debit you've registered. Auto Top Up will also top up your account one day before your balance is set to expire. That way you never need to worry about losing the balance in your account.
Say you've set up your account to add $25 automatically every time your balance drops below the $10 threshold. You have 60 days to use that $25 before it expires. If your balance is higher than $10 when the 60th day arrives then there is no need to sweat because we've got you covered. Auto Top Up will always go into action the day before expiry no matter the balance. So an additional $25 would be added on the 59th day even if you haven't gone below the $10 threshold. Your phone will always have cash ready to use when you need it.
If there is an error with your credit card and we're unable to top up your account the day before your Top Up amount expires then your balance will drop to $0. But Auto Top Up will keep trying to top you up for the following 15 days, so you can get your phone up and running again as soon as possible.
When you top up before your credit expires:
My Account
Get Support