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MY ACCOUNT APP — Tutorial

Here's where you can find all the help topics on your MY ACCOUNT APP — Tutorial.

My Account app download and set-up

  • How to get the My Account app

    There are several different ways to get the My Account app.

    Good to know: In these examples, we’ve used an Android phone but the process will be similar on Apple (iOS).

    Download from the app store:

    1. Visit your device app store and search for My Account, then pick the My Account app.

    2. Tap INSTALL.

    3. Once installed the app will be added to the phones main app list.

  • How to register for the My Account app

    Register for My Account so you can manage your add-on features, manage your usage or save a credit card for easy payment. Log into My Account on your computer and you can view present and past bills, change your plan and upgrade your phone when eligible.

    Download the My Account app so you can manage your account 24/7 right on your phone. View and manage your usage, view and pay your bills, add features to your account, save a credit card, and so much more. Do it all on-the-go with a few taps.

    1. Launch the My Account app. If you have your mobile data turned on, youʼll land on the overview page. Tap the log in button. Once you are on the log in screen, tap the Register button. If you have your mobile data turned off, youʼll land on the log in screen and all you have to do is tap the Register button.
    2. Enter your account number or 10-digit Virgin Mobile number or 9 digit account number and tap Continue. Only the primary account holder can register with their phone number. You can find your account number at the top right corner of your paper bill or on your Membership agreement. It is also in all of your e-Bill notifications.
    3. Enter your email address then tap Continue.
    4. You may be asked to enter an 8 digit code that is sent to the account holder's phone. If so, enter it exactly as was sent via SMS. Enter your first name, last name, email address (and confirm your email address).
    5. Enter your last name and tap continue.
    6. Enter your postal code and tap continue.
    7. Enter or confirm the username and tap continue.
    8. Enter a password in the Password and Re-type your password fields then tap continue. Ensure you follow the password criteria on the screen
    9. From the list of security questions, pick one from the list of choose to create your own custom question Then tap continue.
    10. Youʼre done! Now you can manage your account. A confirmation email is on its way. Tap the Continue to My Account button.
    11. You are now in the overview screen of the registered account.
    12. The overview screen is where you'll land when you launch the app.
  • How to reset my password in the My Account app

    If you have forgotten your username or password and cannot log in, you can reset your password with the My Account app.

    1. Launch the My Account app. If you have your mobile data turned on, youʼll land on the overview page. Tap the log in button. Once you are on the log in screen, tap the Forgot your username or password?. If you have your mobile data turned off, youʼll land on the log in screen and all you have to do is tap the Forgot your username or password?.
    2. Enter your mobile number/account number or the email address you use to communicate with us, then tap Continue.
    3. If you have a MyAccount profile associated with your account or email address, we'll send you an email with a link to reset your password. If you don't have access to that email address, tap on Recover via secret question.
    4. Enter the answer to the secret question you set up when you created your profile. Don't worry, it's not case sensitive. Tap Continue
    5. Type in your new password, following the password rules on the screen.
    6. A confirmation email will be sent to the email address associated with the profile. Tap View My Account to manage your services, or you can update your secret questions by tapping on Add additional recovery options.

View and manage your account

  • How to view usage in the My Account app

    You can view the details of all your past and present usage.

    1. Launch the My Account app.
    2. Tap Usage.
    3. Your data usage overview is displayed. Additional details about each usage type can be seen by tapping on the desired type. Tap on Data.
    4. Your Data usage is displayed. Tap the usage period drop down menu to pick a date range from the past.
    5. Pick the date range you want to see the usage for.
    6. Other types of usage you can view are Voice, Long distance, Text. Tap Voice.
    7. Your local calling usage is displayed. Tap the usage period drop down menu to see information from the past.
    8. Tap Long Distance.
    9. Your long distance usage is displayed. Tap the usage period drop down menu to see information from the past.
    10. Tap Text.
    11. Your text usage is displayed. Tap the usage period drop down menu to see information from the past.
  • How to manage your profile in the My Account app
    1. Launch the My Account app.
    2. Tap the Log in button to access your profile information.
    3. Tap the Profile icon in the upper right corner of the screen.
    4. Tap My profile.
    5. Tap on Account information.
    6. This is your profile overview: You can view or edit any of the sections — Name, Username, Password Secret questions or Email address.
    7. In this section you can change your first name and last name. Changing these names will only affect your greeting name, it will not affect the name on any of your bills or services.
    8. Tap Save.
    9. The Name details have been changed.
    10. To view or edit your Billing and service details, tap on the mobility bill.
    11. This is your Billing overview, you can view or edit some of the sections — Nickname, Billing address, Method of payment, Billing format and data block settings.

Manage your payment information

  • How to make a payment in the My Account app

    You can pay off all or some of the balance of your account using a credit card.

    1. Launch the My Account app.
    2. When on the overview of the account you want to make a payment on, tap Pay now.
    3. If you want to change the amount you would like to pay, then you’ll need to enter the amount in the Payment amount field.
    4. Tap Select a method of payment.
    5. If you already have a credit card associated with the account, pick the required credit card.
    6. If you do not have a credit card associated with the account, go to step 12.
    7. Tap on Review payment details.
    8. Enter the credit card security code.
    9. Tap Verify.
    10. Review payment information and tap Submit payment.
    11. The amount paid is displayed at the top of the My Account app.
    12. Tap Return to My services to return to the overview.
    13. If you do not have a credit card associated with the account, enter the cardholderʼs name, the credit card number, the expiry date and the credit card security code.
    14. Tap Save my card to add the card to the Credit cards list. If you don’t do so, your card will not be saved. Tap Review payment details.
    15. Tap Submit payment.
    16. The amount paid is displayed at the top of the My Account app.
    17. Swipe down and tap Return to My services to be redirected to the overview page.
  • How to add or remove credit cards in the My Account app
    1. Launch the My Account app.
    2. Tap the Log in button to access your profile information.
    3. Tap the Profile icon in the upper right corner of the screen.
    4. Tap My profile.
    5. Tap Saved credit card.
    6. To add a new credit card, tap Add a new card. To edit the details of an existing credit card, tap the required card.
    7. Enter the cardholderʼs name, the credit card number, the expiry date and the credit card security code.
    8. a. Tap on Save my card
    9. Tap Save.
    10. The credit card details have been added to the Credit Cards list.
    11. To delete a credit card tap the required card.
    12. Tap Delete this card.
    13. Tap Delete.
    14. The credit card has been removed from the Credit Cards list.
  • How to set up pre-authorized payments in the My Account app

    Set up pre-authorized payments with your bank account and never worry about missing a payment.

    1. Launch the My Account app. On the log in screen, tap the Log in button. You have to log in to your account to set up pre-authorized payments.
    2. Tap Sign-Up for Pre-authorized Payment.
    3. Enter the Account holderʼs name, then tap Select.
    4. Pick the required bank.
    5. Enter the Transit number and the Bank account number, the Bank code will auto-fill.
    6. Check the bank account details and tap Continue to review.
    7. Review the Banking information details and tap Submit pre-authorized info.
    8. Read the Terms and Conditions, then tap Agree.
    9. Pre-authorized payments have been set up on this account.
  • How to edit or delete pre-authorized payments in the My Account app
    1. Launch the My Account app. On the log in screen, tap the Log in button. You have to log in to your account to update your pre-authorized payments.
    2. Tap the Profile icon in the upper right corner of the screen.
    3. Tap My profile.
    4. Tap on the bill.
    5. Tap on Method of payment.
    6. To edit existing banking information, tap Update bank account. To delete banking information and Cancel pre-authorized payments, go to step 12 in this tutorial.
    7. Edit any of the bank account details.
    8. Tap Continue to review.
    9. Review the Banking information details and tap Submit pre-authorized info.
    10. Read the Terms and Conditions, then tap Agree.
    11. Pre-authorized payment details have been changed on this account.
    12. To cancel existing pre-authorized payments, tap Cancel pre-authorized payments.
    13. Tap Yes, cancel.
    14. Pre-authorized payment details have been cancelled on this account.
  • How to view my account details in the My Account app

    From the services page, you can toggle to view your usage, plan and add-ons, travel and roaming add-ons, phone details and upgrade status.

    1. Launch the My Account app.
    2. The bottom navigation allows you to switch between services, usage, bills and support.
    3. To access the service page of a specific device or internet service, tap on the service.
    4. The top navigation allows you to switch between your device(s) and/or internet service(s) using a left/right swiping motion.