Frequently Asked Questions 

FAQs Home

Virgin Mobile SM Account Transfer to Boost Mobile FAQs



(top)

What changes are being made to the Virgin Mobile brand and how are customers being notified of these changes?

  • The Virgin Mobile USA service will be discontinued, and we are happy to announce that most of the existing Virgin Mobile customers will be transferred to our sister brand, Boost Mobile beginning in February.
  • Customers will be notified throughout the month of January and early February about the decision to discontinue Virgin Mobile USA service plans. The actual migration date will be the customer’s Monthly Payment date after receiving a notification.
  • In most cases, existing Virgin Mobile account will be transferred to, a comparable or better Boost Mobile service plan at no extra cost.
  • Customers will keep their phone number and device, and monthly payment date will remain the same as long as the customer continues on time payments until the transfer to Boost Mobile is complete.
(top)

I have been a Virgin Mobile customer for a long time, why is my account being transferred to Boost Mobile?

  • We appreciate your loyalty. To ensure that we offer the best service to our customers, we regularly examine our plans. At this time a decision to discontinue the Virgin Mobile USA service has been made. As we are committed to providing you with great service, we will transfer your account to our sister brand Boost Mobile.
(top)

Do I need to make any changes to my account before the transfer to Boost Mobile?

  • At this time, paying for your service through your PayPal account will not be supported on your new Boost Mobile account and therefore, Paypal will be removed as a registered payment method on 2/02/20.
  • Autopay option using a major credit/debit card prior to transition in order to avoid service interruption
  • If your account is impacted by either of these payment methods, we will notify you with instructions for how to make changes prior to transfer date in order to avoid service interruption.
  • Please note the Texas LIDA credits will no longer be issued following transfer to Boost Mobile.
(top)

I’m enrolled in 45/90 Day Balance Expiration Date Top Up and have been notified that this option isn’t available on Boost Mobile. What are my Top Up options?”

  • You will still need to make a payment at a minimum every 90 days in order to keep your account in active status. What will be different is that you’ll no longer have the 45/90 Day Balance Expiration Date Top Up option. Boost Mobile does not offer this Auto Top Up option.
  • You’ll need to change the Auto Top Up option on your account before 2/2/20 to avoid service interruption by logging into your account on VirginMobileUSA.com.
  • Your available Top Up options are:
  • Enroll in Low Balance Auto Re-boost for funds to be added whenever your account balance drops below $5 automatically, which will automatically be for the fixed dollar amount selected and authorized by you at the time of enrollment.
  • Make manual payments online or in-store with a major credit card or debit card.
Note that with either option, a minimum of one payment every 90 days on your account is necessary in order to maintain active status
(top)

Will my phone number stay the same after the transfer to Boost Mobile?

  • Yes! You will keep your phone number if you continue to keep your Virgin Mobile account active until the transfer to Boost Mobile
(top)

Will there be any changes to my monthly plan amount after the transfer to Boost Mobile?

  • You will be transferred to a comparable service plan at no extra cost to you. In fact, since Boost Mobile accounts have taxes and fees included, customers will end up paying less than you do now on similar plans. The charge you pay consists of both a charge for service and a charge for applicable taxes and fees. We are certain you will enjoy being part of the Boost Mobile family. For additional Boost Mobile benefits click here.
(top)

Will my plan payment date change?

  • If you make no changes to your account or plan, your payment date is not expected to change when we transfer you to Boost Mobile
  • Recurring monthly plan payments are due on your payment date, which is based on the day when you purchased, restarted, switched or activated your plan.
(top)

Will my existing VMU Auto Pay setup or payment methods on file transfer with the switch to Boost Mobile?

  • If you are currently enrolled in AutoPay with a debit or credit card, Virgin Mobile will automatically transfer it to your new Boost Mobile billing account to prevent your services from being interrupted. However, unfortunately please note your $5 autopay discount will no longer apply.
  • At this time, Boost Mobile does not accept Paypal accounts for service payments. If you are currently enrolled in AutoPay or payment methods on file with a Paypal account, you will need to remove it from your account and replace with a debit or credit card prior to transfer to avoid service interruption.
  • Boost Mobile also does not accept 45/90 Day Top Up Payment Option for service payments. If you are enrolled in this, you will need to re-establish payment option and re-enroll in a Low Balance Autopay option in order to avoid service interruption.
  • Before Transferring to Boost Mobile:
  • After Transferring to Boost Mobile:
    • You can manage your AutoPay Account by visiting http://myaccount.boostmobile.com/sign-in and using the first four digits of your 6 digit Virgin Mobile PIN for initial login to your account.
    • If you don’t remember VMU pin, click the “Forgot Pin” link on the login page.
  • You may choose to un-enroll your Virgin Mobile account from AutoPay by visiting https://www.virginmobileusa.com/login prior to migrating to Boost. If you no longer want to be on AutoPay after the migration, or need to change credit/debit cards, you can visit http://myaccount.boostmobile.com/sign-in and access your account using the first four digits of your current Virgin Mobile PIN.
  • Please note Virgin Mobile Top Up will not be available in Sprint stores. Please click here to locate a Boost Mobile store nearest you or click here to pay online
(top)

Can I change phones or add lines to my account after the transfer?

  • Once your account is transferred to Boost Mobile you will be able to upgrade to a Boost Mobile phone and/or join or start a Boost Mobile Family Plan. Please note however to add a line will require switching to a new Boost Mobile Family Plan.
(top)

Will my add-on from Virgin Mobile transfer to Boost Mobile.

  • In most cases, existing add-on packs will transfer to Boost Mobile and will be available with Boost Mobile plans.
  • Exceptions are as follows:
    • Messaging Pack add-ons will not transfer to Boost Mobile, and will not be offered as an add-on in the future with your new Boost Mobile plan.
    • Minute Pack add-ons will continue to be offered with Boost Mobile plans but will no longer be stackable. Customer can only add one Minute Pack add-on to their account at a time.
(top)

How can I manage my account online or from my handset after it has been transferred to Boost Mobile?

  • Online: Once your account is transferred to Boost Mobile, you can visit https://myaccount.boostmobile.com and log in using the first four digits of your 6 digit VMU PIN*
  • From your handset: Once your account is transferred to Boost Mobile, you can download the Boost Mobile “MyBoost” app from the Google Play or Apple store, and log in using the first four digits of your 6 digit VMU PIN*

*If you don’t remember VMU pin, click the “Forgot Pin” link on the login page.

(top)

Who can I contact if I have any questions?

  • If you have any questions following the transfer of your account to Boost Mobile, please contact Boost Mobile Customer Care by calling 888-266-7848 or 888-BOOST4U or check BoostMobile.com/FAQ.
(top)

Will my existing Virgin Mobile phone insurance carry over to Boost Mobile?

  • Yes, if you currently have Phone Insurance on your Virgin Mobile account, it will carry over to the Boost Shield insurance product with the transfer. If you must file a claim, please call 844-534-3099. If your claim is accepted, you will be provided with a Boost Mobile replacement device & will need to change to a Boost Mobile plan. To access Boost Shield insurance materials, go to https://www.myphoneguardian.com/boostmobile
(top)

Can I purchase phone insurance for my Virgin Mobile phone?

  • If you do not have phone insurance at the time of transfer to Boost Mobile, you will not be able to add it to your existing device following the transfer.
  • Customers who upgrade to a new Boost Mobile device are eligible to purchase phone insurance on the new device.
(top)

Will my existing Virgin Mobile balance and account history be transferred with my transfer to Boost Mobile?

  • Yes, your Virgin Mobile balance and account history will be transferred with the transfer of your account to Boost Mobile.
  • After your transfer to Boost Mobile is complete, you will be able to access your account and account history by visiting boostmobile.com/myaccount and login using the first 4 digits of your 6-digit VMU PIN.
  • Customers with existing account balances can apply funds toward service plan payments. They are not eligible to be used for device purchases. Device purchases require a major debit/credit card.
(top)

Will I be able to access my Virgin Mobile account up until the transfer to Boost Mobile and make changes to my plan?

  • Yes, you can continue to access your Virgin Mobile account on www.virginmobileusa.com or through the Virgin Mobile My Account app on your handset up until your account is transferred to Boost Mobile. Once your account has transferred to Boost Mobile, you will need to access your account by visiting boostmobile.com/myaccount or by downloading the Boost Mobile My Boost App to your handset.
  • You will login to your Boost Mobile account using the first 4 digits of your 6-digit Virgin Mobile PIN.
(top)

What changes can I make to my Virgin Mobile account until my account is transferred to Boost Mobile?

  • Existing Virgin Mobile customers can continue to manage their account up until their transfer to Boost Mobile is complete.
(top)

Why does my device screen still show the Virgin Mobile splash page when I turn my device on after the transfer to Boost Mobile?

  • You may notice that your existing Virgin Mobile device will continue to reflect Virgin Mobile branding on its screen following the transfer to Boost Mobile. However, your existing account will be a part of the Boost Mobile family.
(top)

Can I continue using VMU Top Up for payments on my account?

  • Yes! You can continue to add money to your account using previously purchased VMU Top Up.
  • Beginning 1/17/2020, customers will no longer be able to purchase new VMU Top Up in Sprint stores.
(top)

Will my account or phone number be cancelled if I don't make a monthly payment?

  • If you do not make your monthly payment, your service will be interrupted. You will have 120 days after your service is interrupted to add enough funds to your account and prevent account cancellation. If your account is cancelled for nonpayment you will lose any funds in your account balance and your telephone number. Lost funds are nonrefundable.
  • If your service is interrupted at the time of the transfer to Boost Mobile, your account will still be transferred. Although you will be able to receive text messages and voice calls, you will not be able to make outbound calls or texts until you bring your account current.
(top)

Can I transfer to Boost Mobile before the transfer date?

  • Yes, if you’d like to transfer to Boost Mobile prior to the transfer date, please call Boost Mobile Care, 866-402-7366
  • Please choose the option for Activating a new Device.
(top)

Does Boost Mobile support a secret question and answer as part of Account Authentication?

  • While Virgin Mobile supported a secret question and answer as an alternate means of authenticating your account, Boost Mobile does not. If you forget your PIN, you will have other methods available to retrieve it.
(top)

What additional benefits will I receive with my transfer to Boost Mobile?

  • Taxes and fees will now be INCLUDED in your new Boost Mobile plan.
  • 6,800 Boost Mobile locations nationwide for your convenience.
  • 99% nationwide coverage with voice roaming.
  • Boost Perks, a reward program exclusive to Boost Mobile customers.
(top)

I received notice that the service on my Mobile Broadband device will not be transferred. What are my options?

  • If you have a Mobile Broadband (MBB) device, this device and service will not transfer to Boost Mobile.
  • In order to avoid service interruption for your MBB, you will need to switch your service to a new provider. If you choose to consider Boost Mobile, please visit Boostmobile.com or your nearest Boost Mobile store for information and current promotions.
(top)

I received notice that the service on my Blackberry device will not be transferred. What are my options?

  • If you have a Blackberry device, this device and service will not transfer to Boost Mobile.
  • In order to avoid service interruption, you will need to switch your service to a new provider. If you choose to consider Boost Mobile, please visit BoostMobile.com or your nearest Boost Mobile store for information and current promotions.
(top)

I am currently enrolled in the Virgin Mobile VIP Program. Will I remain in this program when I am transitioned to Boost?

  • Yes! If you are enrolled in the VIP program at the time of the transition, you will continue to be enrolled in the program after your transition to Boost.
  • If you are not currently enrolled in the VIP Program, unfortunately we are no longer accepting new enrollments and you will not be able to enroll in this Program after transitioning to Boost.