We used to connect to Virgin via an old connection method that gave us access to ISA’s. This method has been phased out for all third parties (including us 
) in line with regulation that came into effect on the 14th March. It’s been replaced by the new Open Banking system which doesn’t support ISA’s
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So I’ve managed to sync my virgin money credit card, but it’s now showing as a positive balance rather than a negative (which would be lovely, but is unfortunately not true)
Can you reach out via live chat? I can help you better there 
I can confirm this now works for me. I had to change my default browser from Firefox to Chrome as it still wasn’t working with Firefox - it just showed the spinning loading indicator. Chrome however has worked correctly and it’s now syncing.
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successfully synced my credit card
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Hi All,
I think it’s safe to say that the main issue with Virgin Money is now resolved. We are aware, however, of the two error messages that users are receiving.
The first is in regards to the type of accounts you’re trying to add. The second is one we’re talking with Virgin about.
If you’re experiencing the second, please reach out to chat and let us know the exact date and time of your last connection attempt as well as if you received a SMS verification code from Virgin - this will help them diagnose
I joined Virgin Money this month and have been struggling to add my credit card to Emma ever since. I’ve been getting the type 2 error (something wrong with your login I’d, password, passcode) then stuck on the swirling safari page logged out and returning me to tpi, but never getting there. This happened repeatedly since opening the account mid April.
Just tried today at 14:10UK and setup was successful. Steps all completed ok, I got the Virgin 2 factor authentication SMS and all screens resolved back to Emma, albeit opened through a new Safari window.
Aside from any changes Virgin have made, the only thing extra I can see is that the Virgin account setup seems to have a confusing 2 parts to it. Firstly your welcome info directs you to get their mobile app and follow registration steps there - done. At this point I started trying to add to Emma with no success and type 2 error. Some time later your card and paperwork arrives through the door. This includes reference to setting up your online access. I thought this was what their app would have done. Seems not. So, Second, I’ve gone through the online access registration in the last couple of days. I did try to add in Emma a few times after registering Virgin online access on the same day (Monday I think) with no success and type 2 error.
Today it worked. Maybe that’s something Virgin tech did or maybe it was some lead time on me registering online access?
Hope that helps.
Hey @Nod_356s
Thanks for explaining! This actually is really useful for us. For other users that are having this error, I’ll ask them if they recently open a Virgin account.
I know this is a similar issue with Barclays where they make you wait 5 days after installing their app
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This is a delay to ensure it was really you that had registered before they activate mobile PINSentry - the intervening time is used to send out a letter informing you that registration for the app has recently occurred, giving you the opportunity to phone and report if it wasn’t you.
This sounds more like Virgin have a separate registration for online banking and the app, where you need to be registered for online banking before you can make an Open Banking connection? The Co-operative Bank used to work like this, where the app was tied into the telephone banking system and had to be registered separately from online banking. Perhaps @Nod_356s can confirm that this seemed to be the case?
I don’t have a definitive answer. I haven’t talked to Virgin to ask the the specific technicals to allow Emma access to my account. My hope was to describe my experience and sequential events to allow the Emma tech team to investigate.
Certainly there were two registrations required for my Virgin account. One for their app and one for online banking. Online banking registration was the last thing I did and my access via Emma resolved within 48 hours of that. But there was also passage of time as you described to allow the security process to complete (ie. was it really me registering).
Hopefully the insights will help others. Always found it constructive for both sides of an interface to walk their process steps together to see if there is a misunderstanding.
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OK, fair enough that you haven’t talked to Virgin. I am sure your experience is helping the Emma team with this, it’s good to have reported it!
I do wonder if you may have been able to connect probably 48 hours after account opening, if you had registered for internet banking straight away - although, of course, we can’t know that. It just seems to be the case, from my experience, that Open Banking plugs in to Internet Banking systems, and not usually app ones (although often a connection is authenticated with an app-based system).
Based on what you have said, my advice for others would be to register for both online banking and the app, allow the 48 hours for security to lapse, and then try to connect Emma. I suppose it may then work straight away.
I have been following the thread and trying to help where I can, but I don’t have a Virgin Credit card, only a savings account, and I think that process seems to work totally differently, so it’s been interesting to see your experience.
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