You got questions?

You can contact Virgin Mobile easily. Whether you've got a question, query, problem, or something you need to tell us, you can chat with us directly from your Virgin Mobile App or click on the chat widget icon located at the bottom right of this page.

If you would like to call, you can give us a ring by dialling 800165 from within the UAE. If you’re outside the UAE, you can give a ring to 00971800165. You can call us from both Virgin Mobile and non-Virgin Mobile numbers.

Our service hours are:

• Voice: 9:00 am to 11:00 pm, Monday to Sunday
• In-app chat: Available 24/7

We are here for your service!

You can change from a physical SIM to an eSIM and there are no extra charges to activate the eSIM.

If you are an iOS user you can update your SIM or follow the below steps on the app:

1. Connect to the internet on the device that supports the eSIM “preferably wifi”.
2. Go to "My Account", click on “My Number”, then select “Move to eSIM”.
3. Tick all the instruction boxes and click on “Get started”.
4. Enter your password to verify your identity.
5. You will receive an SMS to your Virgin mobile number with an OTP code. Enter the code and confirm that you want to swap from physical SIM to eSIM. Once you confirm the physical SIM will be deactivated.
6. Tap on "Install eSIM" and you'll be taken to phone settings. Select "Add Cellular Plan" and continue. The eSIM will be automatically added to your phone.
7. You can choose to install eSIM later and we will send you an email with a QR code to scan it and activate the eSIM on your device. To scan the QR code go to Settings >Cellular> and tap Add Cellular Plan on your supported device.

If you are an Android user, please head to the nearest store to move to eSIM.

Please note that:

• You have to physically be in the UAE to be able to change to eSIM.
• You can activate your SIM as an eSIM also. Just ask our driver or our colleague in the Virgin Megastore and they will assist you.
• The allowed numbers for the eSIM swap are 5 per year and if you exceed that, there is a fee of AED 10.
• If you didn't receive the SMS with the OTP, please click on "I didn't receive SMS".

Yes, it’s easy to share data from your Virgin Mobile app. Got an extra GB? Got a friend on Virgin Mobile who needs it? Send them data for free by heading to “Share data” on the sidebar and follow these easy steps: It’s simple: Head to “Share data” on the sidebar and follow these quick steps:

• Step 1: Choose the amount of GB you’d like to share. You can share up to 10GB, across a total of 10 transactions in any one month. (You can send up to 10 times or up to 10GB in every subscribed month)
• Step 2: Select the contact you’d like to send your GB to and check if they are eligible. They will need to have a Virgin Mobile number and an active monthly plan that is AED 79 and above. (They are eligible if: they have a Virgin Mobile number and an active AED 79 or above plan)
• Step 3: Hit the “Share GB”. We’ll notify you both when the data arrives in their plan. (Data shared will be received with speed. Don’t worry; we’ll notify you and them once done.)

• You can share data between your additional SIMs by either sending from your local data plan or from a data booster.
• You can only share data you’ve paid for and NOT data that is a gift from us or your friends. ;)
• You cannot re-share any data you receive.
• You can only share your local data NOT roaming data yet.