Need Help Using My Services?
On this page:
How do I get help?
You may visit UNHCR Help page where you can find videos, tutorials explaining step-by-step the process for creating or using My Services. If you’re still not able to find answers to your questions, you may call UNHCR Helpline on 0662330304 and a dedicated team will support you.
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.
You can request an appointment with UNHCR or wait for your next registration interview. Please note that both, you and the person you want to delegate to manage your My Services Portal need to be present during the interview.
What happens when I ask someone to manage my account?
The person who manages your account can:
- View your profile,
- Request / manage your appointments,
- Check your resettlement status.
Please note that they cannot submit a request / ticket on your behalf.
Only delegate access to someone you fully trust.
The person who managed your account 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.
What if I want to remove someone’s access to my account?
You can request an appointment with UNHCR or wait for your next registration interview, or you can request the person who manages your account to do it through the portal by following the below steps:
1Log in to your My Services account
2Go to “Settings”
3Under “Manage who can access my services”, you will see the portal user with access
4Click “Remove all access” next to the person’s name
5Confirm your choice in the pop-up message
Still have questions? Have a look at our FAQs 👇
You can delegate your account if:
- You are not confident using digital tools, but still wants to have access to the portal,
- You do not have regular access to a phone, computer, or internet,
- You prefer to receive help from someone you trust.
You can only delegate your account to someone you fully trust. This person must also have their own My Services account.
No, you can delegate your account to only one person at a time.
Yes, delegation is a secure way to allow someone to support you. Never share your password. Delegation means you stay protected while receiving help.
No, the delegated person can view your account and request appointments, but they cannot edit your personal details through the portal.
Delegation stays active until you decide to remove it. You can revoke access at any time.
You should first remove access from the current person. Then, you can visit UNHCR to request delegation to a new person. You can request an appointment with UNHCR or wait for your next registration interview. Please note for revoking access only you are required to be present. To delegate the managing of your My Services Portal to someone, you and that person need to be present during the interview.
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.