Remote Registration (NEW)

Information for refugees on UNHCR continuous registration procedures

With the aim to protect the health of refugees and UNHCR staff, and in line with social distancing requirements established by the Government of Jordan, most UNHCR services will continue being carried out remotely by telephone. For quality assurance reasons please note that all UNHCR registration phone calls with refugees are recorded.

  • Registration Centres are currently not open and the majority of UNHCR registration activities will be carried out by the telephone;
  • Registration Centres, once open, will not provide services on walk in basis;
  • Once Registration Centres are open in very exceptional circumstances will refugees be invited to approach UNHCR Registration Centres by appointment only with the number of daily appointments calculated to comply with the rules.

This guidance explains how UNHCR will carry out registration and documentation services by phone call.

Document renewal and adding newborn babies remote registration procedures

If your Asylum Seeker Certificate has expired and/or your family composition has changed UNHCR will contact, you for a remote interview. The process takes place as follows:

Step 1: SMS

You will receive an SMS from UNHCR informing you that a UNHCR staff member will call you to schedule a remote interview. You will also receive a one-time password (OTP) consisting of four digits. To protect yourself from fraudsters, please do not share this password with anyone. Once you receive a call from UNHCR ask UNHCR staff to tell you the password. In this way you will know the caller is a genuine UNHCR staff.

Step 2: Scheduling call

  1. You will receive an SMS with “UNHCR” credentials informing you that a UNHCR staff member will call you to schedule a remote interview. You will also receive a one-time password consisting of four digits. To protect yourself from fraudsters, please do not share this password with anyone.
  2. At the beginning of the scheduling call please ask UNHCR staff to share with you a four-digit password. In this way you will know the caller is a genuine UNHCR staff.  If it does not match the password you received from UNHCR end the call, and please report it to UNHCR at 06 400 8000. During the scheduling call, all procedures will be explained in detail, and the time that works best for you will be set for the renewal interview phone call.
  3. Please follow the instructions and have everything ready for your renewal interview phone call.

Step 3: Interview call

  1. You will receive an SMS with “UNHCR” credentials informing you about the interview date and the name of UNHCR staff member who will call you to conduct a remote interview. You will also receive a one-time password consisting of four digits, specific to the interview call. To protect yourself from fraudsters, please do not share this password with anyone. Once you receive a call from UNHCR ask UNHCR staff to tell you the password. In this way you will know the caller is a genuine UNHCR staff. If it does not match the password you received from UNHCR end the call, and please report it to UNHCR at 064008000.
  2. Please make sure all registered family members and all passports/identity documents are available and handy.
  3. In order to confirm the caller’s identity as a UNHCR staff member, (s)he will provide a short introduction. Please ask UNHCR staff to confirm their identity trough sharing with you a four-digit password. If it does not match the password you received from UNHCR end the call, and please report it to UNHCR on 06 400 8000
  4. Please note all UNHCR services are free of charge. If you have any complaints on issues related to fraud, please send an email to [email protected] . If you have any complaints on the conduct of UNHCR staff, please send an email directly to the head office in Geneva on [email protected].
  5. UNHCR is working on methodology for safest delivery of Asylum Seeker Certificates to you. As soon as the details are finalized, UNHCR staff will reach out by SMS and inform you when and how delivery will take place. In the meanwhile, if you experience any problem with accessing services or rights because you do not have a valid UNHCR Asylum Seeker Certificate in hand please call the corresponding number to your location of residence: Residents of urban areas (non-camp): 06 400 8000, select the “registration” option and then the “other concerns” option. You will be contacted by a registration staff member within 5 days. Residents of Zaatari Refugee Camp: 0798584478, 0798584541. Residents of Azraq urban & Refugee Camp: 0790349871, 07982231865.

How to request an appointment for adding a newborn baby or for urgent remote document renewal

To request an appointment to add a baby, please contact UNHCR as below:

  • Residents of urban areas (non-camp): 06 400 8000, select the “registration” option and then the “appointments option. You will be contacted by a registration staff member within 5 days.
  • Residents of Zaatari Refugee Camp: 0798584478, 0798584541
  • Residents of Azraq urban & Refugee Camp: 0790349871, 07982231865

You will be contacted by a registration staff member in order to schedule an appointment to remotely add your newborn baby, or to confirm the appointment you may already have.
The process of scheduling the remote interview for adding babies is the same as described under the “remote renewal”.

How to reach Registration Unit through the UNHCR Helpline

If you need to contact the UNHCR Registration unit, please follow the below steps:

  1. Call 06 400 8000
  2. Choose the language: for English, press #, for Arabic, wait 5 seconds;
  3. General welcoming message will play;
  4. Select option number 2 (General Services Provided by UNHCR);
  5. Select option number 1 (To Update Your Family’s Information);
  6. Select option number 1 (General Registration services)
  7. You will listen to the following automated message: “In line with the Jordanian government’s COVID 19 precautionary measures, including the instruction to conduct remote work and avoid personal contact, UNHCR has temporarily suspended all interviews at the Registration Centres in Amman, Irbid and Mafraq, as well as its activities at all Community Support Centres, including registration interviews at Nuzha and Zarqaa CSCs. As a result of the above, UNHCR will be conducting remote renewal and adding baby interviews on a strictly appointment-based method. Should you be scheduled for remote renewal, you will receive an SMS from UNHCR with instructions. All processing will include sound integrity measures and procedural safeguards. For very exceptional situations, when the situation allows, appointments may be scheduled at UNHCR’s offices for cases that require personal interaction. For your own safety, please refrain from approaching UNHCR premises without an appointment as we will not be able to attend you, in line with the precautionary measures in place”.
  8. Please wait until the Helpline Agent takes the call and reflects your request for appointment in UNHCR data base.
  9. A UNHCR staff member will call you back to follow up on your enquiry.