Year: 2025

The UNHCR Indonesia self-service portal is being upgraded to UNHCR’s global My Services portal. You do not need to worry – all the services you already use will still be there. The upgrade will simply make the portal easier, safer, and more accessible. 

What’s Changing: 

👨‍👩‍👧 Family accounts will remain the same 
If you used the portal before, you know that one family account could be used for all family members. This will continue in the My Services portal. The person listed as the focal point will still be able to act on behalf of the family. 

👤 New option: Individual access 
With My Services, individuals aged 18 and above can now request their own personal account. To do so, submit an inquiry via the Online Kobo Form. Select “YES” for the question “Are you registered with UNHCR in Indonesia?” and choose “Online My Services Portal Account Creation” as your topic. Please describe your request in the form. Please note that you need to have your own email address to create your own account. 

🌐 Easier design, same services 
The look of the portal will change. We have worked to make the pages more simple, clearer, and accessible for everyone, including people with different needs. Do not worry: the services you could access before are still there. Only the way the portal looks has changed. 

🔑 New sign-up and login links 
The links to create an account or log in will be slightly different. You will always be able to find the correct links on this Help page. 

🤝 Delegating your account to someone you trust 
You can now officially authorize someone you trust to manage your account on your behalf. To request delegation, submit an inquiry via the Online Kobo Form. Select “YES” for “Are you registered with UNHCR in Indonesia?” and choose “Online My Services Portal Technical Issue” as your topic. Please explain your situation in the form. 
 

✅ What stays the same 

You will still be able to: 

• Create an account if you are a new arrival in Indonesia and request a registration appointment after completing onboarding 
• Be invited to the My Services portal by UNHCR if you are already registered in Indonesia (invitations are sent by email after your verification interview) 

• Request an appointment for adding your unregistered family members in Indonesia (including newborn registration) 

• Update your phone number 

• Check your resettlement status 

All the services you already use will continue to be available in the new portal. For further information, please check My Services Portal pages.

Please be informed that:

• As of 2 June 2025, a new KOBO online inquiry form will be used to submit individual inquiries and requests to UNHCR Indonesia. The form can be accessed via: https://enketo.unhcr.org/x/UWhxwynn.
  
• You may submit inquiries via the KOBO online inquiry form related to:
  1) Registration,
  2) Digital Gateway Self-Service Portal,
  3) Birth or Death Notification,
  4) Voluntary Return.
  
  UNHCR Indonesia will not respond to inquiries sent via KOBO that are not related to these areas.
  
  
• Detailed information on UNHCR’s assistance and services is available on the UNHCR Indonesia HELP site: https://help.unhcr.org/indonesia/
  
  
• UNHCR will not respond to inquiries related to your resettlement status or opportunities.
  You will be contacted by UNHCR if there is any update in your case. Please find relevant information on resettlement at: https://help.unhcr.org/indonesia/solutions/resettlement/.
  
  
• The online inquiry form is not to be used for urgent issues or emergencies. Please contact UNHCR or partner hotlines available below for emergencies.

Hotlines   

Jakarta/surrounding areas  

• UNHCR Legal Protection Hotline: 📞0811 9840 643
• Health (YCWS): 📞0811 8161 511
• Gender Based Violence and Child Protection (YCWS): 📞0811 9009 1374
• Socio-Economic Assistance (YRII):📞0878 1549 5259
• Education (YGB): 📞0877 7006 3436
• Labor Mobility Program (YCWS): 📞0811 9004 7381

Field Locations

• Pekanbaru: 📞0811 8544 232 (📧[email protected])
• Medan: 📞0811 8544 231 (📧[email protected])
• Makassar/Bali/East Java: 📞0811 9629 257 (📧[email protected])
• Aceh: 📞0811 1936 9063

Please note that the above Hotline numbers are reserved solely for the designated purposes and are NOT an inquiry channel about individual case processing. 

All services provided by UNHCR, and partners are free of charge. If you have witnessed fraud or corruption, or if you have been asked for money or anything else in exchange for UNHCR services, please report to:

• UNHCR Inspector General’s Office: [email protected], +41227398844

The United States Government has announced the suspension of the U.S. Refugee Admissions Program (USRAP).

The suspension will impact refugee travel (for those already approved) and case processing (for those waiting for their RSC Asia Pre-screening, USCIS interview or their USCIS decision).

UNHCR is awaiting further guidance from the U.S. government regarding the impact of this new order on refugees currently in the process of resettlement to the United States.  More information will be shared once we receive it.

UNHCR advises all refugees whose cases were submitted by UNHCR to the USRAP not to make any major life changes based on anticipated resettlement. For example, do not stop any income generating activities, leave school or accommodations, or sell belongings in preparation for resettlement.

Please ensure you continue to carry valid UNHCR-issued documentation in Indonesia and update UNHCR of any changes to your contact information, family composition, or protection needs in Indonesia.  If you have any immediate urgent protection needs, please contact UNHCR and our partners through the hotlines provided on the HELP website.

Please be careful and alert to possible scams and/or fraudulent messages or offers. Unscrupulous actors may seek to take advantage of this situation and try to exploit you or your community members by offering false promises of expedited resettlement in exchange for money, services, or other favors. Always keep in mind:

• The suspension of the USRAP applies to all refugees who have been submitted for refugee resettlement to the United States, at all stages of processing.  Do not believe anyone who tells you they can help you depart your host country more quickly or expedite your case. This is not true. Always verify information with UNHCR before taking any action.
• If your USRAP case was submitted by a sponsor, please be aware that sponsors are not able to help you depart your host country more quickly or expedite your case.
• Do not trust any messages related to the status of your resettlement case or your travel unless officially communicated by the U.S. Government, or authorized staff of UNHCR, IOM, or RSC Asia. In case of any doubt, please contact UNHCR Indonesia at [email protected].

Remember that all UNHCR services are free of charge, including all resettlement services.

Additional information about the USRAP suspension and your specific case will be shared via the HELP site or directly with you as it becomes available. You do not need to take any action at this time.