GOT QUESTIONS? WE CAN HELP.

• *Members activating or changing their plan as of July 24, 2020:

  Bonus data offer available upon registering for any of the above Auto Payment Options on eligible plans. Bonus data will be applied to your account monthly on your plan anniversary date as long as (1) you are registered for one of the options above, (2) have paid for your total monthly charge (plan + add-ons) each month. Data bonuses are not stackable if registered for multiple Auto Payment Options. Unused bonus data expires after 30 days. Standard data overage rates apply.

• *Members who activated or changed their plan prior to July 24, 2020:

  You will retain your old Low Balance Auto Top Up 10% bonus credit as long as you remain on your current plan, are registered to Low Balance Auto Top Up and meet all conditions of the promo. Members with the 10% bonus credit will receive an extra 10% of their low balance top up amount added to their account every time it's topped up. Bonus credits may take up to 24 hours to be applied. Migration to a new plan will cause loss of the 10% bonus credit.

  If you activated or switched plans, and registered for Low Balance Auto Top Up, between July 19, 2020 and July 23, 2020 you will receive the 10% bonus credit as long as you remain registered for Low Balance Auto Top Up on that plan. De-enrollment from Low Balance Auto Top Up or migration to a new plan after July 23, 2020 will cause permanent loss of the 10% bonus credit; you may be eligible for the latest in-market offer if you subsequently re-register for Low Balance Auto Top Up.

• What's Top Up and how does it work?

  Topping up is how you add money to your Virgin Plus prepaid account.
  
  If we're providing you with prepaid services, you will not receive a monthly bill. You must maintain a positive balance of funds in your Prepaid account in order to use the services.

  Prepaid funds are valid for a specified number of days starting from the time of the day they're added to your account ("Active Period"). Unused funds will expire at the end of the Active Period unless you Top Up your account within 7 calendar days of their expiry. If you Top Up your account before your existing prepaid funds expire or are used up, then your new Active Period will apply to the combined amount of prepaid funds.

• When can I start adding cash to my prepaid account?

  You can add cash to your prepaid account during activation or any time on this page, My Account, Mobile My Account or dialing #111. You'll need a Top Up card, credit card or debit card.

• Where can I get a Top Up card?

  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.

• Will my credits ever expire?

  Yes! Prepaid funds are valid for a specified number of days starting from the time of the day they're added to your account ("Active Period").
  
  Unused funds will expire at the end of the Active Period. Expired prepaid funds will be restored if you Top Up your account within 7 calendar days of their expiry.
  
  If you Top Up your account before your existing prepaid funds expire (or are used up), then your Top Up will be added to your existing Prepaid funds and the Active Period for the Top Up will apply to the combined amount of prepaid funds. Prepaid funds are non-refundable. Any Prepaid funds which are added to your account on a promotional basis will expire at the end of the Active Period and are not restored by Top Up. Any included but unused minutes, text messages or data in Prepaid Plans or Add-Ons will not carry over beyond the applicable Plan or Add-On period.
  
  The higher the amount, the longer the available time you have to use it before it expires. Check out the chart below.

  TOP UP CARDS OR CASH	TOP UP VALUE CREDIT OR DEBIT	EXPIRY (IN DAYS)
  $100	$100-$200	365
  $50	$50-$99	60
  $25	$25-$49	60
  $15	$15-$24	30

• What is Auto Monthly Payment?

  Auto Monthly Payment is the easiest way to pay for your services. Each month, on your monthly charge date, we'll automatically charge your registered credit card or Visa Debit for the amount of your monthly plan (plus any add-ons or extras you've chosen).
  
  Heads up! For any services not included in your plan – such as overage – you'll need to top-up your account to make sure you have the required funds. We recommend combining Auto Monthly Payment with Low Balance Auto Top Up so you're always connected. We have the right to discontinue the Auto Monthly Payment option and bonus at any time.

• What is Low Balance Auto Top Up?

  With Low Balance Auto Top Up, we can top up your account for you when your balance is running low. Whenever your account balance hits $5 or less we'll top you up in the amount you've chosen using the credit card or Visa Debit you've registered. Low Balance Auto Top Up also tops 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!
  
  Heads up! Funds may take up to 48 hours to be deposited into your account. You cannot transfer any funds deposited into your Prepaid account to another account. We have the right to discontinue the Low Balance Auto Top Up option and bonus at any time.

• What type of payment card can I use?

  A MasterCard, Visa or American Express credit card, or Visa Debit Card.

• I don't have a credit card or Visa Debit. What are my options for topping-up?

  If you don't have a credit card or Visa Debit, then you can do a one-time top-up with INTERAC© if you bank with TD Canada Trust, purchase a top up voucher from a retailer or set up PAD for a monthly top up from your bank account.

• How does Pre-Authorized Debit work?

  Set up Pre-Authorized Debit and let us do the work for you. Tell us how much you'd like to pay on what day of the month and we'll automatically take out the chosen amount from your bank account and put it on your account balance.
  
  Heads up! Funds may take up to 48 hours to be deposited into your account. You cannot transfer any funds deposited into your Prepaid account to another account. We have the right to discontinue the Pre-Authorized Debit option and bonus at any time.

• Keeping my account active

  If your balance is zero for 90 days, your account will be deactivated and you'll lose your phone number. Yikes! To reactivate your account, click on the link "Activate now" above.

  Keeping a balance in your Prepaid account makes sure that you:

  • Always have the lowest by-the-minute calling rate.
  • Always have access to your phone when you need it.
  • Can carry over any unused account balance to your new expiry date.