Pre-authorization Info Disappeared

[HK]

Hello,

I used to pay my bills in pre-authorized payment option via my credit card. All of sudden, the info disappeared and the bill stopped getting paid. I didn’t get any notification on this until my payment was delayed. I would like to understand where my information went to and how this can happen. I'm being more cautious with my financial information, because I was a victim of a credit card fraud and had to change my card multiple times. If I can get an advice on what Virgin Plus do with my credit card info and how this can be possible, it would give me a great comfort with continue using the service.

Thank you

[VirginPlusKris · Accepted solution]

Hi there, @HK. Welcome to the Virgin Plus Community, and thanks for your post.

There are two causes for payment pre-authorization to automatically fall off on its own:

1. The credit card had expired and needed to be renewed
2. Payments had failed to process and/or be completed

As the Virgin Plus Community is a peer-to-peer support channel, please bear in mind that we are unable to comment as to the specific circumstances for your own account. With that said, you can always add or remove your pre-authorized info via your My Account profile and going to Manage your pre-authorized payments

Let us know if we can be of any further assistance.