Log-in – Existing Users

How to log in to your online self-service account

STEP 1: Click on the “Log-in” button.  

STEP 2: Enter your e-mail address and password you created to log in to your online My Services account.  

STEP 3: Enter the new verification code that will be sent to your e-mail.  

Note: You will not be asked to enter a new code sent to your mobile when you are logging in again. You can always have access to our Privacy Notice for using UNHCR’s online self-service portal

Log-in

I forgot my password. How can I reset it?

If you cannot log in because you forgot your password:

  1. Click “Forgot your password?” on the login page
  2. Follow the instructions to reset it
  3. You will receive a code by e-mail — you must enter this to confirm your identity
  4. Once verified, you will be asked to create a new password

Make sure you have access to your e-mail before starting this process.

I entered the correct information to log in, but it does not work. What should I do?

  • Make sure you have stable internet connectivity.
  • Check that your e-mail address and password are typed correctly.
  • Make sure you are using the e-mail address you used to create your account.
  • Try copying and pasting the verification code instead of typing it.
  • Wait a few minutes and try again if the system is slow.

If the problem continues, please submit an inquiry through Online Kobo Form and select “YES” for the question “Are you registered with UNHCR in Indonesia?” then choose “‘Online My Services Portal Technical Issue” as the topic of your inquiry and elaborate your problem in the inquiry form.

Can I share my password with my family members for them to manage my account?

No. For your safety, you should not share your password with anyone, even family members.

If you need help using your account, you can ask UNHCR to delegate access to someone you trust.

Delegation allows them to manage your account securely without needing your password.

My e-mail address has changed. Can I update it? 

Your individual account is linked to your e-mail address, and it is used to make sure you are the only user of that account. This means you CANNOT change your e-mail address on your account. If you cannot access the e-mail address you used to create your account anymore, please submit an inquiry through Online Kobo Form and select “YES” for the question “Are you registered with UNHCR in Indonesia?” then choose “‘Online My Services Portal Technical Issue” as the topic of your inquiry, then elaborate your problem in the inquiry form.

For any other technical issues related to the My Services Portal, you may also select “Online My Services Portal Technical Issue” as the topic of your inquiry.

I no longer have access to my e-mail. What should I do?

If you cannot access the e-mail address linked to your account, you should contact UNHCR for support. Please submit an inquiry through Online Kobo Form and select “YES” for the question “Are you registered with UNHCR in Indonesia?” then choose “‘Online My Services Portal Technical Issue” as the topic of your inquiry and elaborate your problem in the inquiry form