Need help using My Services?

What if I am unable and/or unwilling to use My Services portal?

You can ask UNHCR to allow someone you trust to manage your My Services Portal account on your behalf. This is called delegation.

For your safety, to ask to delegate access to your account to someone else, you must come in person to our office or if it is not possible, we will arrange remote video call verification. 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. Registration unit will then reach out to you for further follow up and arrangement.

What happens when I ask someone to manage my account?

The person who manages your account can view your profile, change your contact details, check your resettlement case, and manage your appointments.

Important to remember:

  • Only delegate access to someone you fully trust.
  • The delegated person must have their own My Services account.
  • Do not share your password with anyone — delegation is the secure way to get support.
  • You can remove their access at any time.

How can I remove access / revoke delegation?

To remove access/revoke delegation, you can reach out to UNHCR by submitting 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. Registration unit will then reach out to you for further follow up and arrangement.

Or you can request the delegated person to do it through the portal by following the below steps:

  1. Log in to your My Services Portal account
  2. Go to “Settings”
  3. Under “Manage who can access my services”, you will see the portal user with access
  4. Click “Remove all access” next to the person’s name
  5. Confirm your choice in the pop-up message

Log in to your account

Can I delegate my account to anyone?

You can only delegate your account to someone you fully trust. This person must also have their own My Services account.

Can I delegate my account to more than one person?

No, you can delegate your account to only one person at a time.

Is it safe to delegate my account?

Yes, delegation is a secure way to allow someone to support you. Never share your password. Delegation means you stay protected while receiving help.

Can the person I delegate access to my account change my information?

No, the delegated person can view your account and request appointments, but they cannot edit your personal details through the portal.

How long does delegation last?

Delegation stays active until you decide to remove it. You can revoke access at any time.

What happens if I want to change who manages my account?

You should first remove access from the current person. Then, you can visit UNHCR to request delegation to a new person. To do so, you can 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. Registration unit will then reach out to you for further follow up and arrangement.

Can someone else delegate their account to me?

Yes, if someone trusts you and asks UNHCR to delegate their account to you, you will be able to help manage their account. You must have your own My Services account.