What is needed to be a RealTransfer customer? (individual)Mandatory Documents / Information:
- Original and valid identification document in Portugal (Ex: National Identity Card, Residence, etc);
- NIF - Tax Identification Number (if Resident);
- Full Address;
- Phone Number;
- Profession and Employer.
You should also inform the beneficiary data:
Brazil:
- Full Name;
- Date of Birth;
- CPF Number (physical account) / CNPJ (legal account);
- City;
- Phone Number;
- Bank Name;
- Agency Number;
- Account Number and Type (Current / Savings).
» Sending with payment in PIX: Inform the PIX key already associated to the bank account.
* Service available at all RealTransfer and Nova Câmbios branches during the following hours:
Weekdays until 10 pm / Saturdays and Sundays until 5 pm
Angola:
- Full Name, City and Phone Number;
Europe:
- Full Name;
- City;
- Number;
- IBAN
Portugal:
- Full Name;
- Full Address;
- Phone Number;
- Bank Name;
- IBAN.
What is needed to be a RealTransfer customer? (legal person)Mandatory Documents / Information:- Valid Permanent Certificate;
- Central Register of Effective Beneficiaries (RCBE)
- NIPC - Legal Person Identification Number
- Valid Identification Document of the Legal Representatives;
- NIF of Legal Representatives;
- Denomination;
- Social Object;
- Country of Incorporation;
- CAE
- Headquarters Adress;
- Host Country;
- Phone Number.
The necessary information of the benficary is in the previous FAQ (individual).
Who can use the money transfer service at a RealTransfer branch?Everyone can transfer funds abroad, whether it is to help family and friends or for international businesses commitments. The process is simple, the sender must go to any location RealTransfer is available and provide a valid identification and other personal information, and give the information of the beneficiary.
What is the processing time for transfers to Brazil?Express Transfer: This service is available on business days, until 5:00 pm (winter time) or 6:00 pm (summer time) for orders placed over the counter.
This service allows the transfer made to be credited to the beneficiary’s account on the same day the operation is made (respecting the banking hours in Brazil).
All Shipments made after 5 pm (winter time) and 6 pm (summer time) will be processed on the next business day.Shipping with PIX payment: Paid every day when sent by:
» 10 p.m. (winter time)
»11pm (summer time)
Where can the funds be withdrawn?Money can be withdrawn at any of our branches in Angola, and in Portugal at authorized agents, and is available within 60 minutes of being sent.
How does RealTransfer pay money transfers?Brazil: Transfers are paid by bank transfer to the receiver’s account (which may be credited to a checking or savings account).
Portugal: Transfers are paid at our branches and by bank transfer.
Angola: Transfers are paid at our branches and by bank transfer.
Rest of the world: Transfers are paid at our branches and by bank transfer.
Regardless of destination, the payment of the money transfer shall be made in the local currency.
What is RealTransfer not liable for?RealTransfer is not liable for the following:
- Delays due to incorrect account data (incorrect or incomplete receiver’s name, incorrect number and/or type of account, bank or agency);
- Accounts subject to special conditions or restrictions;
- Suspended, cancelled or pending Natural Persons Register;
- Delays caused by strikes;
- Others: problems with telecommunications networks, computer systems, modems, terminal software, mains and Internet connection.
What is the deadline for withdrawal of money at the counter of remittances?To receive money, the beneficiary must have the "unique transaction identification code" (aka “payment key”), If the beneficiary dos not have this code, they will not be allowed to withdraw the Money.
Under nomal conditions, remittances are available at any of our offices for 90 days.
Upon expiry this period, RealTransfer requires a justificationfor not having withdrawn the funds in a normal time period
What is the maximum amount of money that can be sent?You can send any amount, provided all legal compliance requirements established by Portugal or destination country are met, taking into account business days, holidays and business hours of Banks, as well as events not attributable to RealTransfer, its agents or associates.
Are refunds issued?Upon the cancellation of an order by reason not attributable to RealTransfer, the customer shall be responsible for payment of all fees of the transaction (if applicable).
What are the conditions for processing transfers?RealTransfer reserves the right to deny transactions requested by customers if:
- The customer does not submit the required documentation;
- The customer does not submit the required documentation pursuant to the law and other anti-money laundering and terrorism financing legislation.
Where can the status of a Money Transfer be checked?Our Customer Service Department can provide all of the information of your transaction. Just call 800 200 404 (Portugal) or +351 213 569 840 (International) for details.
What is the exchange rate?Due to high fluctuations of the world currency market our exchange rates can vary at any time. For our current exchange rates, contact us toll free on 800 200 404 (Portugal) or +351 213 569 840 (International) .
Providing assistance to customers in case of fraud, technical issues and / or complaints managementWhenever the customer suspects or has evidence of having been the victim of attempted or consumed fraud in payment services provided by RealTransfer, he shall immediately inform the following means:
I. Responsible for providing assistance to clients:
The department responsible for providing assistance to clients in case of fraud, technical issues and / or complaints management is the Internal Audit Department, composed of one element, the Internal Audit Officer - Margarida Claro.
II. Channels of communication of information in case of fraud:
Client and Third Parties: The communications of customers or third parties must be made through the following email address: fraude@realtransfer.pt
Collaborators: Any collaborator of RealTransfer can and should report apparently fraudulent situations that are detected by him. The communications of the collaborators will be made through the following e-mail address: fraude@realtransfer.pt
III. Point of contact for customers in case of fraud:
Internal Audit Department
e-mail: fraude@realtransfer.pt
Address: Avenida 5 de Outubro, nº 35, 1º Andar, 1050 - 047 Lisboa
Anonymous report - how to do it?To make an anonymous report you must access our Internal Whistlerblower Channel at the following link:
1. This link will redirect you to a new site for privacy reasons.
2. The server does not register any access data (IP address) unless authorized by the "Register access (IP) address" box.
3. This page has no tracking strategy, nor does it use Javascript.
4. All data, including optional data, is treated confidentially internally by Realtransfer - Payment Institution, S.A., and will not be transmitted to third parties except under the law.
