How it works

• What is MFA?

  Multi-factor authentication (MFA) is an additional security layer designed to protect your Velocity account and personal information. It requires two forms of verification: something you know and already use to access your Velocity account (your Velocity membership number and password) and combines it with something you have access to (such as your email account or mobile phone). This extra step helps safeguard your account from unauthorised access. This approach to improved security is also referred to as Two-factor authentication (2FA) or step-up authentication. 
• When did MFA launch?

  Velocity Frequent Flyer launched MFA on 10 December 2024.
• When will MFA be required?

  You will be prompted to enter a verification code when using your Velocity Account and when completing certain activities or making changes within your Velocity account.
• Why am I now logged out?

  MFA has been activated for all members. This means all members will be auto logged out of their Velocity account on the Velocity and Virgin Australia Mobile apps and the Velocity website, and will therefore need to log back in, and authenticate their identity by passing MFA requirements.
• Can I turn MFA off?

  No, MFA is mandatory for all members – it helps us keep your account safe!

Password and Accounts

• I forgot my Velocity Number

  Don’t worry, please head to this form - www.velocityfrequentflyer.com/forgot-membership-form
• I forgot my Velocity Password

  No worries, please head to this form - www.velocityfrequentflyer.com/forgot-membership-form 
• I updated my phone number / email address, but I am not receiving the verification code

  Please log out and then log back in to return to the login screen. If this doesn't work, please visit https://www.velocityfrequentflyer.com/member-support or contact the Membership Contact Centre.
• What do I do if my mobile number / email address is not up to date

  If you have access to either your mobile number or email and not the other, you can select the method you do have access to, and when logged in, update your account details. If you don’t have access to the mobile number or email address on your Velocity account, please get in touch with our helpful team on the numbers below.

Verification Codes

• What is Ping Code/PingCode?

  This is the name of the service we use to provide the verification code in an SMS. 
• How do I know this is not a SMS scam?

  The verification code from Ping Code will only be sent to you when you login after MFA is enabled on December 10th, or are completing certain activities using your Velocity account. The SMS message sent from Ping Code provided only relate to the verification code which can only be used on the Velocity authentication screens.
• How do I complete the verification process to access my account?

  You’ll need to use the verification code sent to the email or mobile number linked to your Velocity account. Email is the default delivery option, but you can change it on the verification page.
• I didn’t receive my verification code
  1. On the verification page, make sure you recognise your phone number or email – note: most of the contact info will be hidden 
  2. Don’t forget to check your spam or junk folder. 
  3. If you're having trouble, try verifying with a different method – you can choose text instead of email! 
• How do I access my Digital Velocity Card or Boarding Pass?

  Once you have logged into your Velocity account, you can view or download your digital Velocity card or Boarding Pass.
• How do I get the verification code?

  When a verification code is needed, it’ll be sent automatically to your email. You can easily change your preferred delivery method to SMS, and if you need it, you can have the code resent too.
• I already logged in and got my verification code, why am I being asked to do it again?

  To keep you and your account safe, you may also need to provide another verification code for certain activities using your Velocity account.
• How much time do I have to insert my verification code?

  The verification code is valid for 5 minutes. If you have run out of time, you can select ‘re-send’ to trigger a new Verification Code to your mobile phone or email address.
• Can I change my default delivery method of the verification code?

  Yep! On the verification page, you can switch between SMS and email for delivery, and set your preferred default method.

• 1. Force Close and Reopen the App

  There is a current iOS device issue where users may experience issues with the keyboard not displaying when attempting to input your OTP.

  Steps:  

  1. Close the app completely. 
     • On iOS devices with Face ID: Swipe up from the bottom of the screen and hold in the middle. Then swipe the app up to close it.
     • On iOS devices with a Home button: Double press the Home button and swipe the app up to close it.        
  2. Reopen the app and attempt to complete the MFA process again. 
     • On iOS devices - If you are presented the prompt 'would you like to save this password' ensure you either select one of the options to prevent the keyboard from becoming inaccessible.
       • 'Save Password' or 'Not now' 

  Why: This refreshes the app’s state and can resolve temporary glitches. 
• 2. Check for the Latest App Version

  MFA issues can occur if you are using an outdated app version. 

  Steps to Check Your App Version:  

  1. Open the app. 
  2. Tap on Settings. 
  3. Locate the App Version information. 

  Minimum Required Versions:  

  1. VFF App: Version 7.0.1 
  2. VA App: Version 2.41.1 (148420)  

  Next Steps:  

  1. If your app version is outdated, update it via the App Store (iOS) or Google Play Store (Android). 
• 3. Verify Your Network Connection

  A stable internet connection is essential for MFA. 

  Steps:  

  1. Ensure your device is connected to a Wi-Fi or cellular network. 
  2. Test the connection by visiting a website or performing a speed test. 
• 4. Check Your Device’s Time Settings

  MFA codes are time-sensitive and require accurate device time. 

  Steps:  

  1. Open your device’s Settings. 
  2. Enable the Set Automatically option for the date and time. 
• 5. Restart Your Device

  Restarting your device can resolve underlying system conflicts.