Technical Help

What equipment do I need to use the VMO application?

A computer with a currently supported operating system and a browser such as Internet Explorer that supports 128bit encryption with a display resolution of 800x600 or higher.

For further information contact Technical Help.

My password is 'locked out' and 'One time passwords'

If your password has been entered incorrectly and you have ordered a new one time password (OTP), please do not make any further attempts to enter a password (even if you think you have remembered it) until you have received your password letter from us. Your OTP is generated over night and may take between 2 and 5 days to arrive depending on your postal service.

I get the message "You are already signed onto the system."

This message is a security feature on your account.

If you do not close your secure session via the correct navigation buttons (e.g. your Internet connection drops) a 15 minute timeout is activated. You will only be able to access your account after this timeout has cleared.

I am unable to select the random letter from my password

If text size 'large' is chosen in your browser, the result may be that the whole of the alphabet will not appear when selecting the random character from your password from the drop down box.

Go to 'View' then 'Text Size' and set to 'Medium' or 'Normal' (if using Firefox).

For further information contact Technical Help.

Page cannot be displayed or screen freezes
  • This may occur when 'Cookies' are disabled.
    You can configure cookie handling in the 'Privacy' section of your browser, select 'Tools' then 'Internet Options'.
  • Your Temporary Internet Files folder / cache is full.

Clearing Temporary Files in Internet Explorer
The Temporary Internet Files can be cleared within Internet options, select 'Tools' then 'Internet Options'.

Clearing Cache in Mozilla Firefox
With Firefox on screen, select Tools and then Options from the top menu
Select the Privacy Section and then the Cache tab
Click on the Clear Cache Now button
When this is complete, select OK

For further information contact Technical Help.

I'm asked the same security question/password character every time

The same character or question will be asked until you answer it correctly or the system is locked out, this is a security feature of our system that prevents 'brute force' password attacks.

For further information contact Technical Help.

I get a message telling me that the Virgin Money Security Certificate is invalid

This may be because:

Your computer clock/calendar is incorrectly set. To correct your PC clock, double click the clock in the bottom right corner of your screen. Set your date and time correctly then select 'Apply'. If your PC clock does not maintain the correct settings, it may be due to a low/flat CMOS battery on older motherboards.

This kind of message is also experienced with some older browsers - The supplier of your browser may supply an update to install the necessary libraries.

Contacting Technical Help

If you have exhausted the suggestions on these help pages, please send details of your problem to technicalhelp@virginmoney.com.

Be sure to include:

Details of the problem including any error messages that are displayed
Your Operating System (Windows 7/Vista/MacOS 10.6)
(Please note that their respective suppliers may not support older operating systems, in these cases the amount of support we can offer is limited).
The Internet Browser you are using and version number (Internet Explorer 9, Firefox 4.0, Opera, Safari etc)
Any browser toolbars you are using such as Google Toolbar, CallingID.

For further information contact Technical Help.

Staying safe online

For more information on how to stay safe online please visit our Staying Safe Online section in My Virgin Money.

Jargon key

Firewall / Personal Firewall

A system designed to prevent unauthorised access to or from a network. Firewalls can be implemented in both hardware and software, or a combination of both. Firewalls are frequently used to prevent unauthorised Internet users from accessing private networks connected to the Internet, especially Intranets. All messages entering or leaving the Intranet or network pass through the firewall, which examines each message and blocks those that do not meet the specified security criteria.

Encryption

Encryption is a way of scrambling information that is transferring between you and Virgin Money through a secure environment. The strength of encryption is measured by the number of bits being used in the scrambling process. The Virgin Money online application can only be accessed by a browser that uses 128-bit encryption (this is currently the most secured). The Virgin Money online application is protected by several layers of security, including two layers of encryption technology. Our encryption algorithm is internationally recognised and has been exposed to public scrutiny for several years with no specific vulnerabilities being exposed. Of course we keep the matter under constant review to make sure we have the highest standard of security for our customers.

Pop-Up Blocking

Programs designed to stop pop up adverts appearing on your screen whilst browsing the Internet.

Application

Software designed to allow computer users to carry out a specific task.

Browser

A browser is used to view web pages. Microsoft Internet Explorer and Mozilla Firefox are popular examples of web browsers.

Cache

A cache is a browser's temporary file storage area. In the case of Temporary Internet Files, when you visit a web page, a copy of that page is placed in the cache. On return to that page it will load more quickly because it is retrieved from your cache rather than the Internet. To see the newest version of the page, select refresh or type a question mark at the end of the URL (Web Address).

Network

A series of computers linked, allowing them to talk to each other. There are two main types of network, Local Area Networks (LAN) and Wide Area Networks (WAN). The Internet works on a WAN as it is made up of a collection of smaller networks linked together.

Proxy Server

A server that sits between a client application such as a Web browser, and a web server. It intercepts all requests to the web server to see if it can fulfil the requests itself. If not, it forwards the request to the web server.

Virgin Money provides the above technical advice in good faith having successfully tested all of the suggested solutions.

To the best of our knowledge, the changes we suggest will not have any detrimental effect on the normal functionality of your PC. However due to the significant variety of equipment, software and configurations in use, Virgin Money can not accept any responsibility for any unwanted conflicts or undesirable impact of implementing any of the suggested changes. Customers are recommended to take appropriate advice from their suppliers or technical support specific to their equipment if they are in any way concerned or unsure about the effect of any change. Virgin Money would also recommend that appropriate measures be taken to allow changes to be regressed.