In an integration with MULTIBANCOConnect, authentication is carried out using credentials, so there is no need for recurring login.

More information on the integration coming soon.

What type of problem does your Castles terminal has?

Screen & Display Connection Battery/Charging Printer PIN PED Updating apps

Screen and Display

Terminal does not show any signal

1. Rule out battery failure by checking the functioning of the display when the terminal is directly connected to the mains, without battery;  
2. Restart (“forced”): press the power button for 10 seconds to restart. 

Blank screen (with possible noise)

1. Rule out battery failure by checking the functioning of the display when the  terminal is directly connected to the mains without battery.

Blank screen / touch screen does not work / system menus do not respond

1. Restart (“forced”): press the power button for 10 seconds to restart; 2. If the terminal recovers after restarting, check if there are pending updates  (see “Application Download”). After updating pending applications, restart the terminal. 

System panel menu

In the “Device” section, disable the “Status bar lock” option to allow access to the options at the top of the screen (for example, enabling the Merchant to choose Wi-Fi networks independently). 

Connection

Battery/Charging

Printer

PIN PED

Updating apps

Updating the applications

In the applications menu, open the CTMS application and click on “Update now” to download any necessary updates. 

Clear the application data

In the SystemPanel menu choose the “Settings” option. In this menu, under “Apps & notification,” you can find a list of all installed apps on the terminal. By selecting the desired app and clicking on the “Storage” option, you can choose between “Clear storage” and “Clear cache.” The “Clear storage” option will remove all payment application data. This option should be selected whenever uninstalling a physical device from a Merchant. 

In both cases, the Merchant will need to log in again. 

If the instructions above did not solve the issue, please contact us directly.

Screen & Display Connection Battery / Charging Printer PIN PED Updating apps

Screen and Display

Connection

Battery

Printer

PIN PED

Updating apps

Updating the applications

1. Select “Update” on the main screen of SmartPOS and choose “Online Update”; 

2. Download the desired app; 

3. Perform pending updates, if any; 

4. After the process is completed, turn off and turn on the terminal again. 

When attempting the “Update”, if the screen does not progress and an infinite loop occurs, clear the application data

Clear the local application data (restore the app): 

1. On the main screen of SmartPOS, select “Settings” > “Storage” > “Applications”; 
2. Find and select the app “xtms”; 
3. Press the “Clear data” button. 

If the instructions above did not solve the issue, please contact us directly.

Check out the latest updates for SIBS Smart Terminals, dating back to January 2025.

February 2026

November 2025

September 2025

August 2025

July 2025

May 2025

March 2025

February 25

January 25

The process to certify your SmartPOS terminal at SIBS begins with its validation and applicability for SmartPOS.  If business accreditation is successful, the manufacturer will initiate the process to certify its terminal to be accepted within SIBS managed networks.  

The certification process itself consists of the following five (5) major stages . Each stage is composed of different activities. In the table belowe provide descriptions over them, outlining the correspondent responsibility.

This is a dedicated section referring to the SmartPOS Terminal Certification process at SIBS. At SIBS we aim to ensure that our systems and Smart terminals execute transactions complaint with the latest protocol and brand specifications. We built this section to provide you visibility into the various stages of the certification process; outlining the specifications that suppliers must consider when bringing terminals to SIBS managed networks.

 

Let’s delve into some of the concepts and developments inherent to Terminal Certification at SIBS.

Hardware Abstraction Layer (HAL)

The SmartPOS HAL is a standard for the development of SmartPOSAPP* that operates independently to the Hardware. It utilizes an abstraction architecture based on the Android Interface Definition Language (AIDL). The AIDL enables the definition of the programming interface agreed upon by both the client (the high-level payment SMARTPOSAPP) and service (the low-level layer that takes care of the hardware) for communication through inter-process communication (IPC).

The HAL acts as an intermediary layer that facilitates the integration of multiple applications within the SmartPOS terminals (except Nexgo). Positioned between the SMARTPOSAPP and the vendor’s specific SDK, the HAL serves as a middleware. Its inclusion signifies that SmartPOS software interface is hardware-agnostic.

During payment operations the payment application resorts to the HAL to deal with card processing, PIN processing, security related processing, some level of user interface and printing.

*SmartPOSAPP: An Android application that runs on the SmartPOS hardware device that uses the HAL

Remote Key Loading (RKL)

RKL is the process of transmitting the DUKPT (Derived Unique Key per transaction) from our Key distribution Host (SIBS) to a terminal. This involves the use of asymmetric techniques for authentication and encryption on both ends, streamlining and securing the key-loading proccess. This not only improves operating efficiency but also enhances security, guarding terminals against tampering.

SIBS RKL protocol falls into certificate-based – we use certificates to transmit information rather than relying on keys.

Mobile Device Management (MDM)

The Mobile Device Management is used to remotely manage applications multiple SmartPOS terminals, including tasks such as installing and uninstalling applications on the terminals.

Accepted payments Service enrollment Activating account Card Reader Backoffice Using the app Manage account Proof of payment Operation records Security

Accepted payments

What type of payments can I accept in MULTIBANCO Service with mPOS and SmartPOS?

With this service, you can accept payments with domestic and international cards, wallets and MB WAY. 

What type of Schemes are supported?

Devices	mPOS	SoftPOS	SmartPOS
Payment schemes
MB
VISA
Mastercard
AMEX			Only chip and magnetic stripe
UPI			Only chip and magnetic stripe

What if I am not being able to accept payments from a specific brand, although supported? 

Please verify directly with your Acquirer if an agreement to accept cards from a specific brand has been registered. 

What is the MB WAY solution? 

MB WAY is the first interbank solution that allows to make purchases using a smartphone or a tablet, by associating a bank card to the phone number and setting a 6-digit PIN.

• To accept a payment with MB WAY, you must enter the mobile phone number or e-mail address supplied by your Client in your MULTIBANCO APP, or read the client’s QR code directly

• Afterwards, your client receives a notification in their MB WAY APP to accept the payment.

Can I accept payments with contactless cards? 

Yes.

With the contactless option, the client can pay for low-value purchases, without any contact between the card and the POS terminal, simply by confirming the amount to be paid and tapping the card close to the card reader, without the need to introduce the personal code (PIN). Payment is completed in a few seconds. 

Can I accept payments with tips included? 

For SmartPOS and mPOS/ SoftPOS tips are supported.

• To accept payments with tips the Merchant with an owner profile must activate the functionality in the SmartPOS payment application or in the associated backoffice.
  To do so, navigate to the “Settings” menu, select “Yes” in the “Receive Gratuity” field, and then click “Update”. If allowed by the Owner, users themselves can activate/deactive tips for their profile.
  
• The activation of this feature is reflected across all Merchant’s POS ID. The owner can also determine whether each associated user can activate / deactivate this feature by selecting the option “Yes” in “Gratuities” per User field and then click on Update. This way, each user will be able to define whether they want to activate or deactivate Gratuities 
  for their profile by selecting “Yes” or “No” in the “Gratuities for Current User” field, available in the “Settings” menu.

• Once the purchase amount is entered, the Customer has the option to add a gratuity to the total amount to be paid. If the customer does not wish to add a gratuity, simply click the “Next” button without entering any additional amount. 

• On the payment screen, the total amount that the Customer will pay is displayed, along with the details of the purchase amount and the gratuity amount. 

Can I add a reference associated to a specific payment? 

Yes.

• When entering the purchase amount, a dedicated field “Referência”(reference) is displayed. You can fill it with letters or numbers, containing a maximum of 25 characters.

• The reference will appear within the printed and digital receipts as well as on the transaction details.

• Additionally, the reference will be displayed within the “Transactions Record” on your backoffice.

Service enrollment

Backoffice browsers

What is the Backoffice?

Both solutions – mPOS/SoftPOS and SmartPOS – own a Backoffice. Through the Backoffice the merchant can manage remotely several features such as:

• Account Activation
• Real time access to transactions performed in the terminal o Execute Total and partial refunds
• Payments with MB WAY
• User Management
• Account settings
• Batch closure

Which operating systems are supported

• Firefox v36 – or higher
• Chrome v41.0 – or higher
• Safari v8.0 – or higher
• Internet Explorer v11 – or higher

How to access the Backoffice?

The Backoffice is available through a pre-set specific link for each TSE as proven below:

Caixa Geral de Depósitos	Milenium BCP	Montepio Touch 2 Pay	Unicre	Santander	BPI BPI mobilePOS	novobanco novobanco SmartPOS

Activating your account

How can I download the app?

mPOS & SoftPOS 

• You should download the app to your mobile through Play Store or App Store.
• The mPOS App is supported by the operating system iOS 8.0 (or higher) and Android 5 (or higher), on smartphone or tablet devices. 
• The SoftPOS feature of the SoftPOS only works on Android devices with NFC. 

The apps are branded accordingly to your Bank, as defined below:  

Caixa Pay	Moove	Touch 2 Pay	Reduniq	Pago (Get Mini)	BPI mobilePOS

SmartPOS

• By the time you receive the terminal in your establishment, the app is already installed.
• The SmartPOS App is supported by Android 5.

What should I do if I can not find the mPOS/SoftPOS app on the PlayStore / App Store?

There are few reasons why the mPOS/SoftPOS app might not be showing up on the Play Store / App Store. Here are a few things to check:

• Check the countries where your app is available
• Make sure that the app is compatible with the devices you are using

Where can I activate my account?

You can activate your account directly through the APP or Backoffice.

How can I activate my account on SIBS Payment App?

Before activating your account, please ensure you have:

• Stable wi-fi connection
• The email message that contains your onboarding code

Via Application

• By the time your Terminal Support Entity (TSE) registers the terminal in SIBS system (Merchant’s email address should be provided), an onboarding code is sent to this this email address to activate SIBS Payment app.

• When opening the app, you should go to “Ainda não ativou?”.
  Fill in the first field with the email you have provided for activation, define, and confirm new password and enter the code received on the email addresss.

• Note: This code is valid for 8 days – if it’s not used throughout that period, you will have to request a new code directly to your TSE.

• To finalize the activation process, it is necessary to enter the mobile number to which an activation code will be sent.

Via Backoffice

• Similar to the activation process via the application, for the Merchant to activate their account, they simply need to access the Backoffice link provided by TSE and click on the “Como Ativar” menu, then “Activar”.

• The Merchant will be redirected to the web page represented in the figure below, where they will need to enter the email previously provided to TSE as well as the onboarding code sent to it and set a password.

How can I request the resending of the onboarding code?

• Through the App or the Backoffice, if the Merchant has not received the onboarding code at the email address previously provided to TSE, they should request its resend by selecting the “Não recebi o código de adesão” button and entering the email address registered at SIBS.

• If, despite this, the Merchant has not received the onboarding code, they should provide their details to be contacted by their EAT later, as illustrated in the following screens:

What is the validity of the onboarding code?

The activation code is valid for 7 days from the moment when it is sent to the e-mail address.

Card Reader in the mPOS

Using the App

Account management

What is the password policy?

The user’s password to access a MULTIBANCO Service, either via APP or Backoffice, must comply with the following rule policy: 7- character minimum and 32-character maximum length; must be a compound of, at least, three of the following four groups of characters: uppercase, lowercase, digits and special characters.

How can I recover my password?

A user’s password can be recovered upon request of the Merchant in the APP or in the Backoffice, by clicking on the text “I forgot my password”, on the Login page. After requesting the password recovery, a Password Recovery Code will be sent to the user’s mobile phone. This code is valid for 30 minutes and must be entered in the APP or in the Backoffice. If the code expires, a new one must be requested. After entering the code, the user must redefine a new password. In no case will a new password be sent to the Merchant’s e- mail address or mobile phone.

How can I change the password?

The Merchant can change the password whenever he wishes, either in the APP or in the Backoffice, by accessing the Settings menu and selecting the option “Change password”.

How can I recover the e-mail of access to the service?

For security reasons, please contact your Bank for this purpose.

What type of profiles and users can I create?

The user who onboards and requests the service at the Bank will be assigned the Owner profile. This profile is able to create 3 types of users: Administrator, Manager and Operator.

How to create users?

This action is performed through the Backoffice, through the menu “Users Management”. To create a user you will need to provide information on:

• A phone number
• An email
  • Please note that it is not possible to create users with email that are already associated to a SmartPOS/ mPOS solution.
• Assign a profile to the User

What are the permissions of each user profile?

Four (4) user profiles are available: Owner, Administrator, Manager and Operator. Each profile is able to perform the following activities:

Functionalities	Owner	Administrator	Manager	Operator
Create / Delete user with Admin profile
Create / Delete user with Manager profile
Create / Delete user with Operator profile
Make sales with card
Make sales with MB WAY
Send proof of payment
View history of own user
View history of all users
Manual closure
View information about manual closure
View settings
Change settings
Make refunds with card
Make refunds with MB WAY
Activate gratifications**
Make purchases with gratifications

**Only available, if enabled by the Owner profile

Proof of payment (receipt)

Operation records

Security

Here you will find Troubleshooting actions to perform directly with the terminals belonging to the SIBS catalog – Nexgo and Castles, within different scenarios. For support or troubleshooting matters related to terminal models other than Nexgo and Castles, users should contact the correspondent merchant.  

This is a dedicated section with resources that will help you fix problems with the terminal and the SIBS Payment Application.

The Card Reader Interface is a mechanism that runs in the background and allows the reading of a Portuguese Citizen Card Data – i.e., personal data and address. The interface also allows generic card data reading by running a list of APDU commands. 

This section aims to support integrators in providing the necessary elements for configuring their applications to use the Card Reader Interface Service and is divided into three sections: 

Step 1: Declaring the AIDL file with the service methods

Step 2: Connect to the service

Step 3: Defining the methods for card reading

Step 1:  Declaring the AIDL file with the service methods 

To use this interface, the app that invokes it must declare an AIDL file with the methods that the service provides. This file is identical both in the service and in the app and must be in the same package in both cases.  

// ICardReaderInterface.aidl
package genericcardservice.service;

// Declare any non-default types here with import statements

interface ICardReaderInterface {
    /**
    * Demonstrates some basic types that you can use as parameters
    * and run values in AIDL
    */
    String getCitizenCardData(boolean withAddress, String pin);
    String getGenericCardData(int slot, in String[] apduCommands);
    void loadAIDS(String content);
}

The methods will be available after the first build. 

Step 2: Connect to the service

When starting the application/feature that needs to use the service, the first thing to do is to create a BrodcastReceiver to receive the intents coming from the service. For that purpose, you can create an extended class of BroadcastReceiver, as illustrated below: 

public class CartaoCidadaoReceiver extends BroadcastReceiver {
    private static final String TAG = "MyBroadcastReceiver";
    @Override
    public void onReceive(Context context, Intent intent) {
        Log.w(TAG,"Action received!");
        String result = intent.getStringExtra("data");
        if (result != null) {
            Log.w(TAG, result);
        }
    Toast.makeText(context, result, Toast.LENGTH_LONG).show();
    }
}

Subsequently, create an object of this type, which must be registered as receiver. The past actions are used if you want to receive the response data from the card via broadcast receiver. 

After registering the receiver, you can bind to the service. For that purpose, you can use the code shown below:

private void initConnection() {
    Log.w("Binding", "INIT CARD SERVICE");
    if(cardService == null) {
        Intent intent = new Intent(ICardReaderInterface.class.getName());

        /* this is service name which has been declared in the server's manifest file in service's intent-filter */
        intent.setAction("service.cardreader");

        /* From 5.0 annonymous intent calls are suspended so replacing with server app's package name */
        intent.setPackage("com.example.cartaocidadaoservice");

        //binding to remove service
        bindService(intent, serviceConnection, Service.BIND_AUTO_CREATE);
    }
}

The Package defined is that of the app that launches the service.

The serviceConnection variable used in bindService can be declared as shown below:

private ServiceConnection serviceConnection = new ServiceConnection() {
    @Override
    public void onServiceConnected(ComponentName componentName, IBinder iBinder) {
        Log.d(Tag, "Service Connected");
        cardService = ICardReaderInterface.Stub.asInterface((IBinder) iBinder);
    }
    @Override
    public void onServiceDisconnected(ComponentName componentName) {
        Log.d(Tag, "Service Disconnected");
        cardService = null;
    }
}

To check if the service is running, the method shown below can be used. In this method, the name of the intended service is passed and, as a result, a Boolean is returned informing the service status.  

Example:

isMyServiceRunning ("genericcardservice.service.CardReaderService")

private boolean isMyServiceRunning(String serviceClass) {
    ActivityManager manager = (ActivityManager)
    getSystemService(Context.ACTIVITY_SERVICE);
    for(ActivityManager.RunningServiceInfo service : manager.getRunningServices(Integer.MAX_VALUE)){
        if(serviceClass.equalsIgnoreCase(service.service.getClassName())) {
            return true;
        }
    }
    return false;
}

Upon ending the service, if you leave the context where it was used (destroy the activity/fragment, for example), you shall do the service unbinding and unregister the receiver. 

@Override
protected void onDestroy() {
    super.onDestroy();
    unbindServices(serviceConnection);
    unregisterReceiver(br);
}

In response to this method, you get a String which includes a JSON with the different fields read: Citizen Card and Other Cards. 

Step 3: Defining the methods for card reading

Citizen card

After a successful binding to the service, the methods provided can be invoked.

To read the Citizen Card, the method is getCitizenCardData and it receives two input parameters:

• The first parameter is a Boolean that indicates whether the address data is to be obtained in addition to the personal data. If this is the case, the flag should change to true.
• The second parameter is the PIN of the address, which, if not changed, will be “0000”. It should be noted that this PIN is not the same as the PIN for the digital mobile key. If the PIN is incorrect, the maximum number of attempts is three. 

try {
    String result = cardService.getCitizenCardData(true, "0000");
    Log.w(Tag, result != null ? result : "-----");
}

catch (RemoteException e) {
    Log.w(Tag, Objects.requireNonNull(e.getMessage()));
    e.printStackTrace();
}

Other cards

try {
    String[] apdus = new String[]{
        "942080000430303030",
        "94A408000022000",
        "00A40008315449432E494341",
        "00C0000024",
        "94A4090000",
        "00C0000019",
        "942000000430303030",
        "94B2011C18",
        "948A8A38045B9DED73",
        "00C0000000",
        "00C0000022",
        "94B201441D",
        "94B202441D",
        "94B203441D",
        "94B201CC1D",
        "94B2014C1D",
        "94B2024C1D",
        "94B2934C1D",
        "94B2044C1D",
        "94B201EC1D",
        "94B201F41D",
        "948E00000428870088",
        "00C0000004",
    }
    String result = cardService.getGenericCardData(6, apdus);
    Log.w(Tag, result != null ? result : "-----");
} catch (RemoteException e) {
    Log.w(Tag, Objects.requireNonNull(e.getMessage()));
    e.printStackTrace();
}

The available types of slots are listed in the Enum illustrated below:

public enum CardSlotTypeEnum { 
    ICC1, 
    ICC2, 
    ICC3, 
    PSAM1, 
    PSAM2, 
    PSAM3, 
    RF, 
    SWIPE, 

    private CardSlotTypeEnum () {
    }
}

As for the previous method described the response to this method is a String which includes a JSON with the information obtained.