Frequently asked questions

What is Open Banking?

Open Banking allows for customers' banking data to be safely shared with trusted Third Party Providers (TPPs).

Please refer to the Open Banking website for further details.

Who is the developer portal designed for?

The developer portal is for software developers of Third Party Providers (TPPs) to provide the information needed to connect to our APIs.

What types of certificates do you support?

We support Open Banking OBWAC and OBSeal certificates.

If you are not enrolled with Open Banking and have suitable eIDAS (QSEAL and QWAC) certificates we can accept these once you are manually registered with us.

How does a Third Party Provider (TPP) on-board?

We allow Dynamic Client Registration providing you have enrolled with Open Banking and uploaded your certificates.

If you are not enrolled with Open Banking and have suitable eIDAS (QSEAL and QWAC) certificates and appropriate permissions from your relevant NCA please email us at OpenBankingResponse@cybg.com with the subject "Manual Registration" and we will process your request.

How do I register for your Service-Now support portal?

Please email OpenBankingResponse@cybg.com

We will respond to your email query during normal office hours, Monday to Friday 9am to 5pm.

To assist us, please include your Open Banking organisation ID.

Who do I contact if I have any Virgin Money Open Banking issues or queries?

Please raise a ticket via our Service-Now portal (if you are registered), raise a ticket via the Open Banking Service Desk (Problem with an ASPSP > Clydesdale Bank) or email OpenBankingResponse@cybg.com.

We will respond to your email query during normal office hours, Monday to Friday 9am to 5pm.

To assist us, please include as much information as possible so we can attempt to replicate your issue including whether the issue is with our merged or standalone APIs.

Do the Virgin Money Credit Card (standalone) APIs support refresh tokens?

No, Virgin Money does not support refresh tokens. Our tokens have a 730 day lifespan and don’t need to be refreshed in that time.

What are the proprietary transaction codes for accounts accessed via the Virgin Money Credit Card (standalone) APIs?

Transaction Code – Current a/c & Savings	Transaction Code – Credit Cards
Adjustment	BalanceTransfer
BankersOrderDeposit	BalanceTransferAdjustment
CashWithdrawal	CashAdvance
ChequeDeposit	CashAdvanceAdjustment
ChequePayment	ChequePayment
Credit	Fee
Debit	FeeAdjustment
Deposit	Interest
Interest	InterestAdjustment
InterestToBank	MoneyTransfer
Payment	MoneyTransferAdjustment
TaxAdjustment	Payment
Transfer	PaymentAdjustment
	PreAuth
	Purchase
	Refund

Do the Virgin Money Credit Card (standalone) APIs support Pagination?

Pagination is NOT supported. In line with existing web channels, transaction APIs will return up to 13 months of data for Credit Cards and Current accounts and up to 5000 (TBC) transactions for Savings accounts

Why is the customer not receiving their One Time Passcode?

If a customer hasn’t received the code it may be that they have entered their customer ID or password incorrectly on the login page. They should select cancel and start again, or reset their password.

They should also check the mobile signal / landline to ensure they have not barred incoming calls.

If they still do not receive the OTP they should call our Contact Centre on the usual help line number.

How do Virgin Money credit card customers provide consents?

Credit card customers can provide consents using the mobile phone that their Virgin Money credit card mobile app is registered on, either using web to app or app to app redirection.

If the web to app journey is required, the customer will need to use a web-browser on the mobile phone that their Virgin Money mobile app is registered on.

Why does a ‘414 Request - URI Too Large’ error message appear for Virgin Money credit card customers?

There are two scenarios that can result in a ‘414 Request – URI Too Large’ error message:

Scenario 1

A customer is trying to provide consent via a laptop or desktop computer for their credit card account, using app to web or web to web redirection.

Consents for credit card accounts can only be granted using a web browser on the mobile phone that their Virgin Money credit card app is registered on.

Scenario 2

The security settings on the customer’s mobile phone have defaulted to standard settings following an upgrade by the mobile phone operating system provider (Android or Apple).

Usually, if the customer follows these steps the issue is rectified and the error will not appear:

Uninstall the Virgin Money credit card app and install the latest version.
Check that the browser the customer is using is set to allow the browser to open apps (the consenting process takes the user to a web based landing page - if the browser is set to disallow the opening of Apps, it will fail at this point with a 414 error). This is an android specific step.
Restart phone.
Reinstall Virgin Money credit card app.
Complete consent journey again.

The above is only guidance as we can't advise on each type of phone settings, but hopefully the customer will be able to find the settings they need to allow them to complete the consent journey.

What products are available under the Standalone APIs?

For a comprehensive list of products available under each API refer to the Accounts List document found at Virgin Money Open Banking Available Accounts v3.3

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