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. 

Velocity Frequent Flyer launched MFA on 10 December 2024.

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. 

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.

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

Don’t worry, please head to this form - Forgot Membership Form

No worries, please head to this form - Forgot Membership Form

Please log out and then log back in to return to the login screen. If this doesn't work, please visit member support or contact the Membership Contact Centre.

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.

This is the name of the service we use to provide the verification code in an SMS. 

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.

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.

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! 

Once you have logged into your Velocity account, you can view or download your digital Velocity card or Boarding Pass - Download Digital Card

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.

To keep you and your account safe, you may also need to provide another verification code for certain activities using your Velocity account.

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.

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