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I’m new to the Virgin cards and have been getting an error when trying to add my wife as an additional cardholder.
The app returns an “It’s not you, it’s us” message, which quickly disappears and is replaced by a “connection error” message.
I’ve tried now some 5 times in different days and getting the same error.
Did anyone else get this as well? And how did you resolve it? Thanks!
Worked fine here via the iPhone app yesterday morning
The agent on the phone was very helpful on this.
The problem was on the surname for the additional cardholder. My wife has two surnames, so it was exceeding the character count limit for that field.
Tried with just one of the surnames and it worked. Thankfully the additional card was approved instantly and no other ID checks needed, as otherwise it wouldn’t match her passport and would just cause another problem.
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