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  ATM Network :   FAQs
  frequently asked questions



  Q • In some cases the name of the beneficiary bank is displayed onscreen, but not in other cases. Why?

 
  Q • When I ordered a credit transfer in a cash machine, the debit of my account has been immediately processed, although the credit of the beneficiary account has not been processed at the same time. Has the transfer effectively been accomplished?

 
  Q • The Automatic Teller Machine captured my card while I was in the middle of an operation; what should I do?

 
  Q • I withdrew an amount of money that was debited from my account but it was not dispensed by the Automatic Teller Machine; what should I do?

 
  Q • I withdrew an amount of money that was debited from my account but only part of the total amount was dispensed by the Automatic Teller Machine; what should I do?

 
  Q • What happens if I forget to collect the notes corresponding to the withdrawal operation?

 
  Q • I made a withdrawal but the terminal did not issue a receipt; how can I obtain proof of this operation?

 
  Q • In connection with the Payment of Services and the Payment of Purchases, is the receipt emitted by the Automatic Teller Machine accepted as proof of payment?

 
  Q • Where can I exchange the receipt emitted by the Automatic Teller Machine for the original train ticket?

 
  Q • I reloaded my mobile phone card but the debited amount was not transferred to my card; which entity should I contact so as to be able to update the balance on my card?

 
  Q • How long does an interbank transfer request from a Multibanco Automatic Teller Machine take to be made?

 


  Q • In some cases the name of the beneficiary bank is displayed onscreen, but not in other cases. Why?
 
  A • It depends on the beneficiary bank having this optional function settled in its system.


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  Q • When I ordered a credit transfer in a cash machine, the debit of my account has been immediately processed, although the credit of the beneficiary account has not been processed at the same time. Has the transfer effectively been accomplished?
 
  A • Transfer must have been accomplished and it is not expected that some error has occurred. Generally, the ordering bank processes the debit immediately and the credit of the beneficiary account should be processed within 3 business days (depending on the systems and the procedures of the banks involved).


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  Q • The Automatic Teller Machine captured my card while I was in the middle of an operation; what should I do?
 
  A • If the card is not returned, you should immediately contact the Bank that issued your bank card and inform them of what happened.


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  Q • I withdrew an amount of money that was debited from my account but it was not dispensed by the Automatic Teller Machine; what should I do?
 
  A • After confirmation that the money was not dispensed, there will be an automatic reverse entry in relation to the designated amount; if this does not occur you should present a complaint to the Bank that issued the card associated with the operation, together with the respective receipt.


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  Q • I withdrew an amount of money that was debited from my account but only part of the total amount was dispensed by the Automatic Teller Machine; what should I do?
 
  A • If the amount received is different from the amount asked for, the client should present a complaint to the Bank that issued his/her card, together with the receipt of the operation. If there is no receipt, the client should identify the location, the date and the approximate time of the operation.


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  Q • What happens if I forget to collect the notes corresponding to the withdrawal operation?
 
  A • When the client does not collect the notes within the given time period, the Automatic Teller Machine recollects them for safety reasons. The withdrawn amount may be credited to the debited account, but the client must report the occurrence to the Bank that issued the card.


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  Q • I made a withdrawal but the terminal did not issue a receipt; how can I obtain proof of this operation?
 
  A • In this situation, you may obtain a re-issuance of the receipt via the following procedure: with the card that was used in connection with the transaction, select Enquiries; Card Transactions Enquiries in the MB; Re-issuance of Receipt; Enter the Date and Select one of the Transactions Shown (if there is more than one on the same day) and Wait for Receipt. Or, Enquiries; Card Transactions Enquiries in the MB; Enquiries prior to a Date; Enter the Date and Wait for Receipt.


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  Q • In connection with the Payment of Services and the Payment of Purchases, is the receipt emitted by the Automatic Teller Machine accepted as proof of payment?
 
  A • Yes, the emitted receipt is accepted as proof of payment.


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  Q • Where can I exchange the receipt emitted by the Automatic Teller Machine for the original train ticket?
 
  A • No exchange is necessary, since the receipt containing the information in connection with the ticket(s) that was(were) acquired is valid as a ticket for the respective trip.


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  Q • I reloaded my mobile phone card but the debited amount was not transferred to my card; which entity should I contact so as to be able to update the balance on my card?
 
  A • You must confirm whether the amount was in fact debited from your account, checking to see if the transaction was not subsequently annulled. If the account was debited, you must make your way to your mobile communications operator with the ATM receipt, as proof of the amount that you reloaded.


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  Q • How long does an interbank transfer request from a Multibanco Automatic Teller Machine take to be made?
 
  A • The money will be available for withdrawal in the destination account within three working days (dependant on the systems and procedures involved in the designated bank).


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