UNHCR Helpline (064008000)

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The UNHCR Helpline is a call service provided by UNHCR Jordan which refugees can use to ask any questions or file complaints. It provides information on all UNHCR activities as well as recent updates on procedure changes.

Refugees of all nationalities are welcome to call the UNHCR Helpline, which is available 24 hours a day, 7 days a week in three languages: Arabic, English, and Somali. An Interactive Voice Response system will help you find the answer to your question with a reduced waiting time. However, if you do not find the services you need through the Interactive Voice Response, you will then have the option to be transferred to an agent.

Emergency calls will be transferred to a Helpline agent immediately. Agents are available from Sunday to Thursday, 8AM to 4PM.

Where can I find the file number?

You need to look at the top left corner of your Asylum Seeker or Refugee Certificate.

How can I enter my file number when I call the UNHCR Helpline?

To reach the Interactive Voice Response services, enter the file number without any characters or symbols. Example: if your file number is 123-45C67890, enter it as 1234567890.

Why do I have to enter the year of birth? Can I enter the year of birth of any family member in the file?

In order for the system to verify your identity, you are requested to enter the year of birth of the Principal Applicant only, and not any other member of the family in the same file. If you did not enter it, your call will be disconnected.

How can I update my phone Number through UNHCR Helpline?

It is the refugee’s responsibility to update UNHCR with one primary phone number which will be the main number that UNHCR will contact you on.

To update your primary phone number, please follow below steps:

Dial 06 400 8000
Choose your language: for Arabic, press1, for English, press 2, for Somali, press 3.
Select option number 1 (if you are registered with UNHCR and have file number).
Select option number 1 from the main menu: Services Menu.
Afterwards, select option number 3: Registration Services.
Then select option number 3: Issues related to phone number.
Then select option number 1 (To update your primary phone number).
Enter your 10-digit phone number; phone number should be in the following format:
If the entered number is the same as the one recorded on your file, you will hear an automated message and the call will be ended.
If the entered number is not the same as the one recorded on your file, you have to re-enter your 10-digit phone number for verification.
After the phone number is updated on your file, you will receive a confirmation message with the added phone number

I want to register/get a renewal appointment with UNHCR. Can I get an appointment through the UNHCR helpline?

For new registrations: call the UNHCR Helpline (064008000), select the option number 2 from the main list and your call will be transferred to agent to provided with the needed information about new registration

For renewal appointments:

Dial 06 400 8000

Choose your language: for Arabic, press1, for English, press 2, for Somali, press 3.

Select option number 1 (if you are registered with UNHCR and have file number).
Select option number 1 from the main menu: Services Menu
Afterwards, select option number 3: Registration Services.
Then select option number 1: Schedule an appointment with the Registration department .

The system will check if you are eligible for a renewal / adding new baby appointment:

If eligible, you will hear the available appointment.

Press 1 to confirm or 2 to cancel.

If you live in southern Jordan or have a registered mobility disability with UNHCR, you will be referred to helpline staff for assistance in scheduling an appointment with the appropriate interview modality.
If your case is inactive, you will be redirected to a helpline agent to book a reactivation interview.
If you have more than 1 month of validity left, you will be provided with an alternative list of appointments:
To book an appointment for adding a new baby, press 1.
To split or merge individuals in your le, press 2.
To close or inactivate your le with UNHCR, press 3.

I want to inquire about the status of my file for x service/the result of my appeal. How can I do so through the unhcr helpline?

Please call the UNHCR Helpline (064008000), select option number 1, and follow the instructions of the Interactive Voice Response to reach the desired service. The system will pull information related to your file from the UNHCR database and inform you of the status. To do so, you will need to verify your identity when calling by entering your file number and the year of birth for the Principal Applicant followed by the year of entry to Jordan for the principle applicant.

I need to report a detention case or an emergency. How can I do so through the UNHCR helpline?

1. Dial 06 400 8000
1. Choose your language: for Arabic, press1, for English, press 2, for Somali, press 3.
2. Select option number 1 (if you are registered with UNHCR and have file number).
3. Select option number 1 from the main menu: Services Menu.
4. Afterwards, select option number 1: Protection services.
1. Then select option number 1 from the protection menu (For detention or deportation matters)
Your call will be transferred to an agent for counselling, please note that agents are available from Sunday to Thursday from 8:00 AM to 4:00 PM.

I called the UNHCR Helpline but my call was disconnected after entering my file number. Why is that?

To reach the Helpline Interactive Voice Response, you need to verify your identity when calling by entering your file number, the year of birth for the Principal Applicant and the year of entry to Jordan for the principle applicant. Your call will be disconnected if you entered it incorrectly. Please make sure to enter the numbers only. Example: if your file number is 123-45C67890, enter it as 1234567890.