Portugal’s immigration agency, AIMA, provides three main ways for migrants to seek assistance: a telephone contact centre, the email address geral@aima.gov.pt and an online contact form. However, the correct channel depends on the type of request, and applicants dealing with residence permits, missing documents or appointment requests should follow the agency’s specific instructions.
AIMA contact details: Phone number, email and address
According to the official AIMA Contactos page, the agency publishes the following contact information:
- Telephone: (+351) 217 115 000
- Contact centre hours: Monday to Friday, 08:00–20:00
- Email: geral@aima.gov.pt
- Head office: Avenida António Augusto de Aguiar, 20, 1069-119 Lisboa, Portugal
- Online contact form: https://contactenos.aima.gov.pt/contact-form
AIMA states that telephone calls are charged according to the applicable tariff. Applicants should check their telephone provider’s charges before calling, particularly when using an international number.
Calling AIMA: When should you use the telephone number?
The official AIMA website identifies 217 115 000 as its contact centre number, with service hours from 08:00 to 20:00 on weekdays.
This is a useful starting point for people seeking general information about immigration procedures, residence documentation and the appropriate route for their request. However, the published contact details do not guarantee that every case can be resolved by telephone or that an appointment will be granted during a call.
Before calling, prepare the following information:
- Your full name and date of birth.
- Your nationality.
- Your AIMA process number, if you have one.
- Your residence permit or card number, where applicable.
- A clear explanation of the issue you need to resolve.
Keep your application receipt and relevant correspondence available. These details can help you explain your situation accurately if the service asks for them.
Official source: AIMA — Contact Details.
Can you email AIMA at geral@aima.gov.pt?
Yes. AIMA publishes geral@aima.gov.pt as its official contact email address, and its guidance expressly directs certain applicants to use it when requesting an appointment or when the contact form does not provide an appropriate option.
The important distinction is that the email address is not necessarily the correct channel for every immigration procedure. Applicants should check whether AIMA has prescribed a dedicated online form or portal for their particular request before sending an email.
When should you email AIMA?
AIMA’s published guidance provides examples of situations in which email is appropriate:
- Appointment requests: If the contact form does not offer an option for your situation, AIMA’s immigration-law FAQ directs applicants to email the agency.
- Investment residence permits (ARI): AIMA’s dedicated FAQ specifies email procedures for certain appointment and rescheduling requests.
- Specific procedural problems: Where AIMA’s official instructions expressly direct applicants to email the agency.
For a general appointment request, AIMA’s FAQ says to include the following details:
- Full name.
- Date of birth.
- Nationality.
- Contact email address.
- Reason for the request.
The same guidance specifies the subject line “Pedido de Agendamento” (Appointment Request) and advises applicants to send the request only once, avoiding duplicate submissions.
Official source: AIMA — Frequently Asked Questions on Immigration Procedures.
What should you write in the email subject?
Use the subject line prescribed by AIMA for your specific procedure. For an ordinary appointment request covered by the general FAQ, use “Pedido de Agendamento” rather than a vague subject such as “Help” or “Urgent.”
For an ARI investment-residence appointment, AIMA specifies “Pedido de agendamento ARI.” Different procedures can have different requirements, so applicants should not assume that one subject line applies to every case.
Should you send repeated emails if AIMA does not reply?
AIMA’s general appointment guidance expressly advises applicants to submit their request only once and avoid sending the same request repeatedly. Keep a copy of your sent email and any acknowledgement so you can document the original contact.
The published guidance does not establish a universal response deadline for every type of email. Therefore, applicants should not assume that a lack of an immediate response means the request has been rejected.
AIMA’s online contact form: When is it the better option?
The AIMA Contact Form is a dedicated online channel for requests that match the subjects and subcategories offered by the agency.
AIMA has published procedure-specific instructions requiring applicants to select the correct subject and subtype. This matters because submitting a request under an unrelated category may prevent it from being handled through the intended procedure.
How to submit a request
Follow these steps:
- Open the official AIMA contact form.
- Select the subject corresponding to your immigration issue.
- Choose the appropriate subtype.
- Enter the requested personal and application details.
- Attach the required supporting documents, if applicable.
- Review the information and submit the request according to the form’s instructions.
The options available and the documents required depend on the procedure. Applicants should read the instructions for their selected category rather than relying on a generic checklist.
Sending missing documents for a residence permit application
In an official notice published on 27 February 2026, AIMA explained that applicants with missing documents in residence-permit concession procedures initiated directly with AIMA could submit those documents online through the contact form.
The agency instructed applicants to select:
- Subject: Autorização de Residência (Residence Permit).
- Subtype: Envio de documentos para junção a processos em curso apenas na AIMA (Submission of documents to be added to ongoing procedures at AIMA only).
Applicants must provide the requested details, including the process number shown on their application receipt, and attach the documents identified as missing in the notification they received.
AIMA’s notice states that each file may be up to 10 MB, with three to five files to be submitted. This procedure does not apply to cases being processed through the Renewal Portal or the services.aima.gov.pt platform.
Official source: AIMA — Submission of Documents Through the Contact Form.
What if the form does not include your situation?
AIMA’s official FAQ says that applicants seeking an appointment should use the contact form and, if no suitable option exists, send an email to geral@aima.gov.pt with the subject line “Pedido de Agendamento.”
Applicants should not automatically use this exception for every issue. Check the guidance for the relevant procedure first, particularly where AIMA directs users to a dedicated portal.
Should you visit an AIMA office in person?
AIMA publishes the addresses and opening hours of its service locations on its official AIMA Stores page.
However, the existence of an office does not mean that applicants can walk in to resolve every immigration issue. Some procedures require an appointment, while others must be completed through a designated online platform.
Before travelling, applicants should:
- Check the opening hours and services of the relevant office.
- Confirm whether an appointment is required.
- Follow the instructions in any appointment notification.
- Check whether the procedure can be completed through the contact form or an online portal instead.
AIMA’s published office information also shows that service availability can differ by location. For example, its office listing has identified certain locations where in-person services were temporarily unavailable and appointments were being arranged elsewhere.
Applicants should therefore check the current listing before making a journey, especially if travelling from another city.
Which AIMA contact method should you choose?
The most appropriate channel depends on the issue you need to resolve.
| Your situation | Recommended channel |
|---|---|
| General immigration information | Call 217 115 000 |
| Appointment request with a matching form option | Official contact form |
| Appointment request with no suitable form option | Email geral@aima.gov.pt, following AIMA’s instructions |
| Missing documents for an eligible ongoing AIMA residence-permit application | Contact form, using the prescribed subject and subtype |
| Problem with a procedure handled through the Renewal Portal | Follow the portal-specific instructions and use the relevant contact-form category where directed |
| Residence permit or office appointment already scheduled | Follow the official appointment notification |
These are practical routing guidelines based on AIMA’s published instructions, not a guarantee that every request will be accepted or resolved through the selected channel.
Important warning: Not every immigration procedure uses the same channel
AIMA operates several procedures and digital platforms, and their requirements can differ. A contact-form submission intended for one type of residence permit may not be appropriate for a case being handled through a different portal.
For example, AIMA’s published guidance distinguishes between certain ongoing residence-permit concession cases handled directly by the agency and procedures handled through the Renewal Portal or services.aima.gov.pt. The agency also publishes separate instructions for investment residence permits and other specific categories.
The safest approach is to identify your exact procedure first, then follow the official instructions for that category. Do not assume that sending an email, calling the contact centre or submitting a generic form will replace a required application, formal document submission or appointment.
What if the AIMA contact form is unavailable?
AIMA has published notices about scheduled technical maintenance of its contact form, including an interruption announced for 2–3 October 2026. That notice concerned a specific maintenance window and does not, by itself, establish that the form is currently unavailable.
If the form fails to load or submit:
- Check the latest notices on the official AIMA website.
- Try again after any announced maintenance period.
- If your specific procedure permits an email alternative, follow AIMA’s instructions for that procedure.
- Keep a record of the error, the date and time of your attempt, and any relevant deadline.
Do not assume that a technical problem automatically extends a legal deadline or that an email is a valid substitute for a required online submission. If a deadline is approaching, consult the official procedure guidance and seek qualified immigration advice where necessary.
Final advice: Contact AIMA through the right channel
For migrants living in Portugal, the key to contacting AIMA is not simply knowing the telephone number or email address. It is understanding which channel the agency prescribes for the particular immigration procedure.
Start with the official AIMA contact page, call 217 115 000 for general information, and use the online contact form when its options match your case. If AIMA’s guidance directs you to email, use geral@aima.gov.pt and include the information required for your request.
Keep copies of submissions and correspondence, avoid unnecessary duplicate requests, and verify the latest official instructions before travelling or relying on a particular submission method. These steps can help applicants communicate more clearly with AIMA without confusing a request for information with a formal immigration application.
Bikrant Niure is an immigration analyst and writer, and the founder of PortuGuide and Citizhub—a specialized app tracking Portuguese nationality applications. Based in Portugal since 2018, he translates complex AIMA regulations, visa frameworks, and legal updates into actionable guides for the expat community.