Account Creation – New Users

If you are registered with UNHCR, please do NOT create an account for the self-service portal. We will assist you during an in-person interview to create your account.

To create and access your online self-service account, you will need the following:   

  • A smartphone or computer  
  • An e-mail address,  
  • An active phone number in Indonesia (this must be a mobile number, NOT a WhatsApp number),  
  • Internet connectivity.

If you are NOT registered with UNHCR, follow these steps to create your account:

  • STEP 1: Click on the “Create a new account” button. 
  • STEP 2: You must understand and acknowledge the Privacy Notice for using UNHCR’s online My Services portal. 
  • STEP 3: Enter your e-mail address and the verification code that is sent to your e-mail after you click on verify. 
  • STEP 4: Enter your phone number in Indonesia (NOT a WhatsApp number) and the verification code that is sent to your phone after you click on verify.  
  • STEP 5: Set a strong password that you will remember. It must be nine characters, have at least one lowercase letter, one uppercase letter, one number and one symbol. 
  • STEP 6: Start your registration application.
Create Account

Once you finish creating your account, you will automatically be invited to complete the steps to submit your request for registration.

If you logged out of your account after creating it without submitting your application, you can log back in and continue the following steps.

I do not have an e-mail address. How can I access the online My Services portal? 

To create your account, you must have your own e-mail address. If you do not have one, you need to create one first.

Do not use someone else’s e-mail or an e-mail you later cannot access because:

  • Your e-mail will be your username,
  • You will need to enter a verification code sent to this e-mail each time you log in,
  • We may send confidential information to that e-mail which should not be seen by other people.

If you are unable to create an email account, you may seek assistance from your community or contact one of our Outreach Volunteers. Their contact details are available on this page https://help.unhcr.org/indonesia/assistance-and-support/outreach-volunteer/

I do not have a smartphone or computer. How can I access the online My Services portal?

You need internet access and a smartphone or computer to use the portal.

You can borrow a device from someone you trust or use a public device (for example, at a digital hub or internet café). Make sure:

  • You use your own e-mail address and phone number
  • You log out of your account when you finish

If you cannot access the portal, you can still request services through other channels. Visit the page about the service you are interested in on this Help website to find out other ways to access services.

How do I change my password?

Log in to your account, then go to “My Settings” and select “Reset Account Password”.