Archives: FAQ

For the first time in the Kingdom of Saudi Arabia, Virgin Mobile KSA introduced a switch postpaid plan.
Switch feature will provide customer with the flexibility of paying their invoice based on the core data bundle consumption regardless of their subscribed plan. Customers enjoy unlimited features such as local calls, social media data, SMS, receiving while roaming*, and additional content. Invoicing is based on the closest plan corresponding to the customer’s data bundle usage.

Terms and Conditions
*Social Media Apps: Coverage includes seven apps (Facebook, WhatsApp, Instagram, TikTok, Snapchat, YouTube, X).
** Roaming: Available in 74 countries with designated operators. Check FAQs for details.
*** Fair Usage: Applies to the daily number of SMS messages sent.
**** Security Deposit: Used to cover upcoming bills starting from the first invoice.
***** Credit Limit: Customers are granted a credit limit equal to 20% of the base plan value, subject to their approval. This limit serves as a safeguard if the customer exceeds the base plan value. It is non-adjustable and must not fall below the base plan value.

Customers can activate Switch postpaid lines through:

1. The Virgin Mobile KSA application.
2. The Virgin Mobile KSA website.
3. Any Virgin Mobile location.

The only requirement from your side is to pay a deposit equal to the selected Switch postpaid subscription fees, excluding VAT.

For example, if a customer subscribes to the Switch Postpaid plan at 120 SAR, the deposit will also be 120 SAR and will be applied to cover the customer’s first invoice. If the invoice is less than the deposit, the remaining amount will be applied to the following month’s invoices. If the invoice exceeds the deposit amount, the customer will need to pay the difference.

Customers can Switch from prepaid to postpaid through one of the following methods:
1. Via the Virgin Mobile KSA application.
2. By visiting the nearest Virgin Mobile location.

All primary benefits (voice, data, and social media) will reset, but customers can continue making out-of-bundle purchases such as boosters, roaming services, content, and international calls.
Prepaid balance can’t be used to migrate to switch postpaid. It will consider as an advance payment and it will be used to cover invoices for the coming months.

Invoices are issued on the first of each calendar month and are due by the 25th of the same month. Customers will experience soft disconnection (receiving calls without outgoing service) by 26th of the same month if the invoice remains unpaid. Hard disconnection will occur at the end of next month if the invoice is not settled by that date.
Continues notifications will be sent to the customer reminding them regarding their invoice payment and due dates.

Customers can pay their invoices through the following options:
1. Virgin Mobile KSA application (using Apple Pay, Mada, and credit cards).
2. Virgin Mobile KSA website (https://www.virginmobile.sa).
3. Sadad.
4. Virgin Mobile KSA locations.
5. Auto payment via saved cards.

To avoid disconnection, customers must cover the full outstanding amount.

Customers can manage their postpaid lines using the Virgin Mobile KSA application.

Customers can add additional services via the Virgin Mobile application. Charges for these services will be deducted from the customer’s credit limit. If the credit limit is insufficient, customers must increase it through an additional payment.

Customers may downgrade their plan through Virgin Mobile KSA application after settling their current outstanding balance. The downgrade will take effect during the next billing cycle.