Embassy of Portugal — Local services in Washington

I had a very negative experience with the consular section. I went there twice to apply for my Cartão de Cidadão due to an error from Lisbon. On my second visit, the employees refused to process my application.

After much insistence, I was finally able to convince them to resubmit my application to Lisbon. However, they requested that I pay for the service again, even though I had already paid previously and never received my card the first time. I had an email from an Embassy staff member stating that my second Cartão de Cidadão would not be charged. Despite this, the employees were extremely disrespectful and rude to me.

They did not provide any proof of application, protocol number, or process number. When I tried to get updates about my card, they stopped answering the phone and did not reply to my emails. I had to contact the Conservatória dos Registos Centrais (CRC) in Lisbon myself to obtain information. CRC informed me that my document was ready at the consular section, but no one was sending it to me.

It was a very frustrating process — I had to call numerous times and send dozens of emails just to have my card delivered to my home.

Now, I am facing a similar problem while trying to register my marriage with the Portuguese government. I paid for the service and sent all the required documents, but I have not received any updates. When I tried to follow up, I was told to contact Lisbon directly to obtain my process number.

This situation is unacceptable and deeply disrespectful. The consular section is responsible for providing assistance and complete information regarding civil registry requests from Portuguese citizens. By withholding process details and not enabling tracking, they are preventing me from exercising my rights regarding my civil information, transparency, and request status.

I will be submitting a formal complaint about the service provided by this...

EDIT: Today (April 1st, 2022), I went to the Embassy to do my passport and had a good experience. The team took the time to answer my questions and even did my cartao de cidadao. The experience that I had F2F and by email is totally different. I understand now that only 2 or 3 people are taking care of all the emails for the entire East coast. They try to do their best and make sure to provide the most accurate information!!

Previous Comment: Worst experience ever. People working there will blame you. 0 customer service. Conflicting information provided and incomplete. This place is a joke!!!

I have been trying to register my marriage at the consulate. So I can renew my passport. I called and sent an email. I would like to mention that my husband was born in Cuba and any paperwork takes months and money. The US Has restrictions so I can send or receive anything from Cuba. It took me 7 months to get those documents from Cuba.

As you can imagine, I asked many questions before starting the process: what documents, how much, should it be translated, etc.

Anyway, I followed the instructions and sent the paperwork back to the embassy to process it. Once they received the documents later, they sent me an email saying that 2 things are missing in the package: apostille and auto declaration. They never told me In the first place that I had to apostille the birth certificate of my husband by the Portuguese embassy. They never sent me the document to change my name even if I asked many questions about that.

I tried to explain that I have not been informed of this detail and tried to find a solution. The reply I got: you should’ve had asked! I was so surprised by that answer.

This is the worst customer service ever. The instructions are not provided - clearly and detailed enough. The people working there, answer half of your questions and are not clear. At all....

I have been trying for over a month to make an appointment! Ive called numerous times went in person...they didn't open a door to get in. Someone spoke over the intercom and say appointment had to be done online! No success..The online authentication App is down, gives you an error code everytime, after a month, I finally got a reply to my emails. ( Multiple emails), on the email reply...they told me and sent me a link to the online authentication App that does not work...i emailed them back and told them that the app is not working and it will not let you complete the appointment..its says error everytime! Does not give you the digital code needed to complete appointment! This is super frustrating that can't no one help. this is the worst experience ever. I have been trying and trying and no luck... In 2025 one would never think, such a place like an Embassy, would be so difficult to make an appointment! It's ridiculous that a citizen can't get any support, or help from their Embassy!

PLEASE...