FAQ's - MULTIBANCO

FAQ’s

Frequently Asked Questions

Find answers to the most frequently asked questions here. If you don’t find the answer you are looking for, contact us.

Contacts

Surveys

Payments

Security

About MULTIBANCO machines

Vouchers

Surveys

What should I do if my card is captured by the ATM?

If the card is not returned, you must immediately contact the card issuing bank, or the Customer Service of the MULTIBANCO network.
I entered the wrong code and the machine took my card. What to do?
What happens if I forget to collect the notes corresponding to the survey I just completed?
I carried out a withdrawal, but the terminal did not make the receipt available. How can I obtain proof of this operation?

In this situation, you can obtain a 2nd copy of the receipt by proceeding as follows: with the card that carried out the transaction, select Consultations; Consultations Card Operations in MB; 2nd copy of receipt; Enter the Desired Date and Select one of the Operations Presented (if you have more than one on the same day) and wait for the Receipt. Or, Consultations; Consultations Card Operations in MB; Queries Prior to a Date; Enter the desired date and wait for the receipt.
I made the request to withdraw money and the amount left the bank account but the ATM did not dispense the amount. What to do?

When the amount delivered is different from that requested, you must make a complaint to the card issuing bank, presenting the transaction receipt. If you do not have a proof of receipt, you will have to identify the location, date and (approximate) time of the operation in question.
Are there fees for withdrawals with national cards at MULTIBANCO Network ATMs (and ATM Express)?
Are there fees for withdrawals with foreign cards?
Is any card issued in Portugal accepted at any ATM (CA) or Automatic Payment Terminal (TPA) in Portugal and abroad?

In Portugal, the card is only accepted if it has one of the brands accepted in the network of ATMs and Automatic Payment Terminals – MULTIBANCO , American Express, Maestro, MasterCard, Visa or Visa Electron. In the case of dual or mixed cards, the international brand is read with priority in transactions in which this brand is contracted. Abroad, if the card has the American Express, Maestro, MasterCard, Visa or Visa Electron brand, it is accepted in all terminals that have contracted its acceptance with a representative of the brand in question.

Payments

How long does a MULTIBANCO Reference last?

The duration of a reference can vary, you should consult the invoice and check the date provided by the merchant.
What cards are accepted with this payment method?
What happens if I try to make a payment and Reference MULTIBANCO has expired?
How can I request a 2nd copy of Reference MULTIBANCO ?
What happens if I make a mistake filling in the entity or reference number?
I made a payment and did not receive a receipt/receipt. Is it possible to request a 2nd receipt?
Can the merchant refuse to accept card payment?

Merchants are not legally obliged to accept payments via bank cards, even in cases where they have contracted for card acceptance. However, it is to be expected that they will normally do so, given that, as a general rule, there is a contractual commitment to this effect in relation to cards that they have contracted to accept whose identifying logos are affixed to the establishment. In Portugal, only payments made with euro notes and coins cannot be refused, as this is a legal requirement.

Before the cardholder purchases the goods or services, the merchant – who signed the contract for the acceptance of cards from certain brands and indicates the possibility of such acceptance by displaying the respective logos – must inform the cardholder of any restrictions, so that the cardholder knows in advance whether or not he can use it.

Security

Follow this advice before using MULTIBANCO

Check the terminal: Before using, ensure that the ATM does not have suspicious devices (such as readers or hidden cameras).

Cover the PIN: Always cover the keyboard when entering the code to prevent anyone from seeing it.

Choose safe locations: Choose terminals in busy, well-lit places.

Check transactions: Check your balance and transactions immediately after using MULTIBANCO .

Change your PIN regularly: Change your PIN code periodically and avoid using easy combinations.

Always complete the operation: Remove the card and wait for the ATM to return to the home screen after using the terminal.
I think I was scammed. What to do?

If you suspect that you have been the victim of a scam when using MULTIBANCO , it is important to act quickly:

Contact your bank: Immediately inform your bank of the suspicious transaction to block the account or card and prevent further damage.

Check your account: Analyze your bank transactions and check for any more unauthorized transactions.

Report it to the police: If you confirm the fraud, report it to the PSP or GNR. They can investigate and try to track down criminals.

Be alert to new scams: Do not provide personal data or codes to strangers. The bank will never ask for sensitive information over the phone or email.

Protect yourself in the future: Be careful with suspicious ATMs and regularly change your PIN to increase security.
I was asked to come to MULTIBANCO to associate my number MB WAY . What precautions should I take?
What is 3-D Secure?

3-D Secure is the protocol that offers consumers greater security when using debit or credit cards for online purchases. Through strong authentication it ensures that, at the time of the transaction, the person responsible for the payment is actually the legitimate holder of the card being used for the payment.

That is, depending on the type of card being used, Visa “Verified by Visa”, MasterCard “SecureCode”, or American Express “Safekey”, the issuer asks the customer to enter an access code or password to prove that they are the legitimate holder of the card. Card issuers must make this service available free of charge to their customers.
How does 3-D Secure work?

3-D Secure authentication is the secure and direct interaction between the bank and the customer, in which the issuer confirms that the card being used for payment actually belongs to the person making the online purchase. During this process, cardholders’ bank details are never viewed by the merchant.

For this fraud prevention system to work, online merchants’ websites must also be equipped with this security system. To this end, they must implement the necessary mechanisms so that transactions on their website are carried out with the highest levels of security, giving consumers more confidence at the time of purchase.
What do I need to do to join 3-D Secure?

To join and find out which authentication method to use for online purchases, consumers must contact their bank. The 3-D Secure process is just one of many security measures that exist to protect consumers. Other secure online payment methods can be used, namely MB NET and MB WAY , which allow the actual card details used for payment to never be shared with the merchant.

About MULTIBANCO machines

I have a business and would like to have a MULTIBANCO box in my establishment. How can I do it?

Contact your bank for an ATM network MULTIBANCO or for ATM Express Join – ATM Express
I detected a fault with a MULTIBANCO box and would like to report it

Vouchers

What are Vouchers?

Vouchers are codes that allow you to make purchases in digital content stores such as games, music or films.
How can I buy a Voucher?

You can buy a Voucher at any MULTIBANCO from North to South of the country and islands, at any time of the day. Simply go to a MULTIBANCO , select the “Vouchers” option, choose the digital store and the desired content. Finally, the code is printed on the MULTIBANCO receipt.
How do I obtain the value of the Voucher in the selected store?
How can I request an invoice proving the acquisition of digital content (e.g. games, music and films)?
I lost my Voucher. How can I get it back?
What is the expiration date of my Voucher?
If I have difficulty using my code, who should I contact?
If you have any difficulty using the Voucher code at a participating store, you should contact the customer support service at that same store:

PlayStation Store (contact form) or telephone: +351 211 121 813

Nintendo e-mail or telephone: useres@nintendo.pt; 211 129 511

FAQ’s

Frequently Asked Questions

Surveys

Payments

Security

About MULTIBANCO machines

Vouchers

Learn more about us

Learn about our services

Card Theft or Loss

Service available 24 hours a day. When you call, be sure to have the number of the lost card, the NIB, or the checking account number associated with the card ready.