Use your issuer's round-the-clock reporting channel as soon as you notice a loss, theft or unfamiliar payment.
Tell the issuer which transaction you did not authorise, keeping within 13 months of the debit date.
Save statements, messages and the dates you reported the problem.
If the issuer does not resolve it, complain to Banco de Portugal or use one of the dispute resolution entities your issuer has joined.
The documents this guide relies on. If one has changed since we read it, the document is right and this guide is out of date.
Art. 6: pre-contract information; art. 14: notice of changes; art. 17: 14-day withdrawal, repayment within 30 days; art. 29: ban on tied sales; art. 4(1)(o) and art. 18: linked credit contracts and remedies; art. 32: at least two ADR entities, FIN-NET. Consolidated page lists Decree-Law 103/2025 as the latest amendment and records that the decree-law transposes Directive 2008/48/EC.
diariodarepublica.pt · AccessedSummary: Decree-Law 91/2018 approves the payment services and e-money regime, transposing Directive (EU) 2015/2366; Art. 110: user obligations; art. 111(1)(b)-(c): no unsolicited cards, reporting means at all times; art. 112: 13-month limit; art. 113: burden of proof; art. 114: refund by end of next business day; art. 115: €50 limit and exceptions, gross negligence, SCA, post-notification; art. 116: blocked funds; arts. 117–118: 8-week refund request, 10 business days; art. 101(7): no surcharges on IFR-regulated cards; art. 143: complaints to Banco de Portugal; art. 144: ADR and FIN-NET.
diariodarepublica.pt · Accessed14-day withdrawal right from a credit agreement.
europa.eu · AccessedNo surcharging for card payments in the EU; three-party scheme and business/corporate cards not covered; €50 maximum for fraudulent payments.
europa.eu · AccessedGrounds listed on a card transaction complaint form (double charge, goods not received or damaged, services not provided, cancelled subscription, credit voucher not credited after 30 days).
ind.millenniumbcp.pt · AccessedArt. 3: the payee may not charge the payer for the use of a given payment instrument.
diariodarepublica.pt · AccessedArt. 47: Directive 2008/48/EC repealed with effect from 20 November 2026; art. 48(1): Member States to adopt measures by 20 November 2025 and apply them from 20 November 2026.
eur-lex.europa.eu · Accessed