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Support

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 Virgin Money products were launched before 20 October 19?

  • Virgin Money Credit Card
  • Virgin Money Essential Current Account
  • Virgin Money Saving Account
  • Northern Rock Current Account

What types of certificates do you support?

We support eIDAS (QSEAL and QWAC) certificates and Open Banking (Non-ETSI) Signing and Transport certificates

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

We allow Dynamic Client Registration providing you have enrolled with Open Banking.

If you wish to register using an eIDAS certificate, please email OpenBankingResponse@cybg.com.

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

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

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.

Does Virgin Money support refresh tokens?

No, Virgin Money does not support refresh tokens.  Our tokens have a 90 day lifespan and don’t need to be refreshed in that time.

Planned downtime

Our Mainframe is down from 03:55 – 04:10 am on a daily basis, which will impact all AISP, PISP & CBPII endpoints on our Current, Savings and Business Banking accounts.  Credit Card accounts will NOT be affected.

Which payment types does Virgin Money support?

We support Faster Payments, Balance Transfers & Money Transfers.

Enumeration types:

  • UK.OBIE.FPS
  • OBIE.BalanceTransfer
  • OBIE.MoneyTransfer

For Faster Payments we only support payments from a Savings Account to a customers’ nominated account.

In line with existing channels we do not support payments from a current account.

Balance Transfers and Money Transfers are supported on Credit Card Accounts

What are the proprietary transaction codes?

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

Does Virgin Money 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.

Having trouble?

Contact our dedicated team members via our ticketing system or via our support mailbox

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