Frequently Asked Questions (FAQs)

If you want to accept payments via Multibanco, MB WAY, credit cards, and much more, discover how Eupago works and why we are a secure and technically prepared partner to support the growth of your business.

About Eupago and what we do

What is Eupago?

Eupago is a Portuguese Payment Institution, licensed and supervised by the Bank of Portugal, that helps businesses accept and manage payments, whether online, in-person, or via "Pay by Link", with security, simplicity, and close support.

• Accept payments: for e-commerce, businesses without a website, and remote billing, with payment methods tailored to your customer.

• Monitor and reconcile transactions: backoffice control, payment confirmation, and tools for reconciliation and reporting.

• Operate with confidence and compliance: a regulated and security-focused solution, operating under the European legal framework (PSD2), with dedicated support from onboarding to implementation.

What kind of companies do we help?

Eupago helps businesses that need to receive payments simply and securely, both online and offline:

• E-commerce and marketplaces

• SMEs and local businesses (with or without a website)

• Service providers (clinics, training, workshops, consultancies, freelancers)

• Businesses with recurring billing (monthly fees, quotas, retainers)

• Organizations and institutions (associations, clubs, schools)

What does it mean to be a Payment Institution?

Eupago is a Payment Institution or, in English, a PSP (Payment Service Provider).

A Payment Institution is an entity authorized to execute payment services in the European Union.

In Portugal, payment institutions are licensed and supervised by the Bank of Portugal, which guarantees:

• Legal security

• Regulatory compliance

• Permanent supervision

• High protection standards

With Eupago, you have a partner that provides payment methods, operates the billing and confirmation process, and provides support.

What does it mean to be a Payment Institution?

The onboarding process is simple:

1. Contact with the commercial team.
2. Sending the necessary documentation, complying with Know Your Customer rules.
3. Immediate start of issuing and receiving payments.

Our team monitors the entire process to ensure a quick integration.

Available payment methods

What payment methods do we provide?

The payment methods we provide simply include:

• Online payments: MB WAY and Multibanco

• Cards: Visa and Mastercard

• Wallets: Google Pay and Apple Pay

• Split payments: FLOA and CofidisPay

• In-person payments: Pagaqui and Payshop

• Bank transfers: Direct Debits and SEPA

• Local payment methods: Europix (Brazil) and Bizum (Spain)

• Prepaid: PaysafeCard

How can you receive payments with Eupago?

With Eupago, you can accept payments in different contexts, depending on how you sell or provide your services.

Our solutions adapt to different types of activity, including online stores, businesses with in-person service, service providers, condominiums, institutions, and other entities that need to collect payments simply and efficiently.

• Online payments: Your customers pay directly at the checkout of your online store. Ideal for e-commerce and businesses looking for a simple and fluid shopping experience.

• Pay by link: Create a payment link and send it via email, SMS, or WhatsApp. Suitable for services, reservations, one-off charges, and sales without a website or outside checkout.

• Terminal payments (POS): Accept payments in-person, at the time of purchase, via terminal. Ideal for physical stores and businesses with in-person service.

Services and features

How to integrate payments into your store's checkout?

We provide:

• Plugins and integrations for Shopify, WooCommerce/WordPress, PrestaShop, Adobe Commerce, etc.

• Robust API

• Clear technical documentation

• Webhooks for automation

• Dedicated technical support

Our technical team monitors the integration to ensure the process is simple and fast.

Don't have a website or store? You can still receive payments.

Even without a website or store, with Eupago, you can:

• Generate Multibanco references
• Create MB WAY requests
• Send references by email
• Track payments in real time

All through your customer area.

Ideal for services, reservations, sales by phone/message, and local businesses that want to get paid professionally, without relying on a checkout.

What is the Customer Area and what is it for?

In the backoffice, you can consult transactions, statuses, values, and movements, with a clear view of what has been paid and what is yet to be paid. It is your central management point for daily operations and control.

How do I know when the payment has been made?

As soon as the customer pays, you receive a real-time notification:

• By email

• By SMS

• By automatic store integration

• By webhook via API

You can automate the shipping of orders as soon as the payment is confirmed.

How do I identify each payment, without confusion?

You can associate a personalized identifier with each reference:

• Order number

• Internal code

• Customer ID

This allows for simple reconciliation and total control of payments.

Less time "crunching numbers", more time moving the business forward.

What if the order is "almost done", but the payment doesn't happen?

We offer a service at no additional cost, Failover, which helps to recover completed but unpaid orders by sending your customers an email or SMS with the payment details.

In many businesses, this mechanism represents a relevant recovery of sales (up to ~30%).

What if a refund is needed? It's simple.

Whenever necessary, you can make a refund directly with a clear process and at no cost. The goal is to resolve it quickly and transparently.

How to divide payments among multiple participants?

Split Pay facilitates the distribution of funds when there is more than one beneficiary: marketplaces, commercial partnerships, affiliates, or shared sales. Result: fewer manual processes and greater clarity in distribution.

Security, compliance, and trust

Is my money safe with Eupago?

Yes. Eupago is supervised by the Bank of Portugal, the regulatory entity for the financial sector in Portugal.

We strictly comply with:

• European legal requirements (PSD2)

• Anti-money laundering standards

• Control and audit obligations

• Fund safeguarding rules

Our activity is continuously monitored by the regulator.

Why does "EUPAGO INSTITUIÇÃO PAGAMENTO LDA" appear on the statement?

The payment is processed through our institution.

For this reason, the name may appear on your customer's bank statement, ensuring transparency in the origin of the operation.

Merchant name vs. payment institution name: what is the difference?

The merchant is the company where the customer buys (your brand).

The payment institution is the entity that ensures the technical and regulatory part of the payment.

In some banks and methods, the statement shows the merchant's name; in others, it shows the processor's name, and both are normal in the payments ecosystem.

Responsibilities of Eupago vs. the merchant

Eupago is responsible for providing and operating the payment service (processing, statuses/confirmations, settlement, and support within the scope of the service), and for complying with the regulatory obligations applicable to the payment service provider.

The merchant is responsible for the commercial activity (product/service, delivery, invoicing to the customer when applicable, return policies, and communication with the end customer).

Data protection and privacy

Eupago processes the data necessary to process payments and manage the customer relationship, with a focus on confidentiality and compliance with privacy rules. In simple terms: collect only what is needed, protect the information, and use it for legitimate purposes linked to the service.

Tariffs, commissions, and costs

How does the tariff work?

Eupago's tariff is public and transparent. In our price list, you will find the applicable costs for each payment method.

The price list can be consulted online and also at our public service locations, and is equally available on the Bank of Portugal's Customer Portal and on the Bank of Portugal's website.

I still don't know which is the best tariff. What can I do?

You can request a personalized simulation.

Our team analyzes your business volume and presents the most suitable solution.

Is there a monthly fee or loyalty contract?

There is no monthly fee or loyalty contract when subscribing to Eupago's services.

When are the commissions charged?

Comissions are automatically deducted from the transaction value.

For example:

Payment: 10.00€

Credited value: 9.57€

The commission value has already been discounted.

There are no separate additional charges.

If I issue references that are not paid, do I incur costs?

No, you only pay commissions on payments that are actually settled. Issued but unpaid references do not generate charges.

Transfers and invoicing

When and how do I get paid?

You receive the value of your transactions through daily transfers to your IBAN.

The amount is sent by the 1st following business day after payment. In exceptional situations, it may occur up to the 2nd following business day.

Fast settlements help improve your business's cash flow.

How do I receive my invoice?

Eupago provides the documentation associated with the service in an organized manner, so you always have access to what you need for internal control and accounting.

They are available:

• By email.

• In the backoffice.

• With a detailed transaction report.

Support, help, and monitoring

Why choose Eupago?

By choosing Eupago, you benefit from:

• Institution regulated by the Bank of Portugal

• Payment methods widely used in Portugal

• Simple and fast integration

• Robust API for personalized projects

• Dedicated technical support

• Fast settlements

• Cost transparency

• Close monitoring

Eupago is a solid partner for businesses looking to grow with security and institutional trust.

What kind of support does Eupago offer?

We value close monitoring and therefore provide:

• Technical support during integration

• Continuous support after activation

• Clarification of operational doubts

• Commercial monitoring

• Detailed technical documentation

We are a technological partner, not just a payment provider.

I am a customer of another payment institution. How does the transition process work?

Switching to Eupago is a smooth process:

• What stays the same: your website, your catalog, your checkout, your sales process.

• What changes: the provider that processes the payments, the configuration of the methods, and how you track transactions and settlements in the backoffice.

How can I contact Eupago?

You can contact us by:

• Email: comercial@eupago.pt

• Phone: (+351) 22 206 15 97

• Ticket: Customer Support