If you've tried to make a deposit and the funds are not showing on your balance, please refresh the page. This allows the display to update to show the most recent total. Please don't reattempt a deposit until you've tried refreshing, just in case they both go through.
If your payment method has previously been registered on another account, you won't be able to reuse it. Should you believe this to be the case, please contact customer support.
If a deposit fails and our systems are not responsible, you'll get a message stating 'Your payment provider is unable to authorise your deposit'. It's worth double-checking your connection and your bank card's CV2 number before giving it another try.
If you are trying to make your first deposit, then you'll only be able to deposit using a debit card. You are able to use PayPal for subsequent deposits after your first initial deposit.
For advice on deposit problems for each payment method, please read on.
Credit/debit card deposits
Check the card details you’ve entered are correct and up to date. Has your card recently been updated or replaced? If so, you may have a new security number (CV2) and expiry date. Your security number is the last three digits on the signature strip on the back of your card.
If it's just the expiry date that's changed, you can update it via More > My account > Deposit.
We can only accept deposits from cards issued in the United Kingdom. If you’re attempting to deposit from a card issued elsewhere, or you’re currently outside the UK, you won’t be able to make a deposit.
If you receive a message to confirm your deposit is successful and the funds have not reached your account within 5-10 minutes, we would advise to try again (please note that your bank may temporarily remove the funds from your account, at which point they may show as a pending transaction, however if your deposit is not successfully processed, the funds will be returned to your card.
Should you still encounter issues, please contact your bank. Due to recent Strong Customer Authentication (SCA) changes implemented, your bank may require your deposits to be processed through 3D Secure https://www.visa.co.uk/partner-with-us/payment-technology/strong-customer-authentication.html#:~:text=The%20requirement%20for%20SCA%20for,enforced%20for%20other%20electronic%20transactions.
Some providers may apply a temporary security block on your card if your recent transaction activity is outside your usual spending pattern. Your bank may ask you to confirm the recent purchases made on your card before removing the block.
Confirm the PayPal details you’ve entered are correct and you have sufficient funds to make the deposit.
You’ll be redirected to PayPal to enter your password and confirm the transaction. If this times out, you have a connection problem. If you’re unable to correctly enter your password, the deposit will not go through but you’ll be able to try again.
Should you experience any loading or connection issues while being redirected to PayPal, it may help to clear your browser’s temporary files and cookies. For details on how to clear cookies, please search our FAQs for your browser of choice.
If you’re still unable to make a deposit, contact PayPal for assistance but please note they often operate limit controls on account holders. It may be a case of having to verify the PayPal account so that further amounts can be transferred.
Should you need assistance, please click here to see our contact details.
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