Frequently Asked Questions

• I've forgotten my password and need to reset it

  You'll need your first and last name as well as your Velocity number. Once you're sure of those, simply reset your password
• I've forgotten my membership number and need to retrieve it

  Forgot or misplaced your membership number? It happens, and we've got you! Here are some tips:

  • Received an email from us lately? Check the top of the email; your membership number is there
  • Check your physical membership card (if you have one)
  • Check the Velocity App
  • If all else fails, retrieve your membership number. You'll need the first and last name and the email address used to sign up for the account.
• I'm getting an error when I try and log in

  This can happen from time to time. Make sure you are using a valid Velocity membership number and password and try again. If you're still having trouble, get in contact with us.
• I'm part of a Family Pool and want to manage the pool

  You've come to the right place.

  • If you're part of a family pool and your Points and Status Credits are being pooled to a beneficiary, log in with your account to update your pooling options.
  • If you're the beneficiary of a family pool and you want to remove a member from the family pool, you'll need the account holder that is pooling to you to log in to their account to update.
• What functionality is provided when I log in?

  When you're logged in, all of the perks and info tied to your membership is at your fingertips. With My Velocity you can:

  • Check your account activity statement
  • View your Points and Status Credit Balance
  • View your membership Tier and progress to maintain, upgrade, downgrade etc.
  • Link to available Velocity Partners
  • View member only offers
  • Set up and manage family pooling
  • Transfer your Velocity Points to family members
  • Claim missing points
  • link upcoming Virgin Australia flights to your Velocity membership
  • Book flights with Virgin Australia to earn Points
  • Redeem Points on flights with Virgin Australia
  • Redeem Points with Velocity partners including Myer and the Velocity Reward Store
  • Earn Points via the Velocity e-Store
• How secure is My Velocity?

  For your security you will be logged out of the secure Velocity Frequent Flyer pages if there has been no activity for 30 minutes. Get in touch with our membership contact centre or check out our handy FAQs if you're having issues. 
• Why do I need a Velocity membership number and password?

  Your Velocity membership number and password are primary membership credentials and the keys to everything your Velocity Frequent Flyer membership is linked to, including when you fly as a Velocity Frequent Flyer with Virgin Australia and our airline partners. Keep them safe and secure.

  You can use your Velocity membership number and password to log in to the following Virgin Australia Group systems:

  • The Velocity Frequent Flyer website
  • The Virgin Australia website
  • The Velocity Frequent Flyer App
  • The Virgin Australia App
  • Virgin Australia Travel Bank
  • Virgin Australia manage booking
  • The Velocity e-Store
  • The Velocity Reward Store
  • Velocity Points Booster
  • Some Velocity Frequent Flyer Partners also require you to log in with your Velocity membership credentials.
• How do I log in to Virgin Australia Business Flyer and other Virgin Australia Travel Management Portals

  Virgin Australia business flyer and Virgin Australia travel management portals may have a different set of credentials as well as a different way to log in. Find out more on the Virgin Australia website.
• Can I log into Velocity with my Email Address

  No, you'll need to use your Velocity membership number to log in.