Frequently Asked Questions on Presence Verification and Card Validation

UNHCR regularly conducts verification interviews with refugees, to confirm their presence in Lebanon, update data and confirm continued eligibility for assistance and services. The Presence Verification exercise is a new simplified method through which all refugees in Lebanon can confirm their presence online through a Self-Service Portal called “My UNHCR”, without needing to attend a physical interview with UNHCR.

Please note that renewal of UNHCR certificates will continue separately through regular verification interviews six months before the certificate expires. The main purpose of the Presence Verification exercise is to quickly confirm the presence of refugees in Lebanon.

Confirmation of presence in Lebanon is a requirement for maintaining an active UNHCR file and continued access to services and assistance in the country.

UNHCR is combining the Presence Verification and Card Validation exercise for efficiency and convenience purposes. Whether or not you are required to complete both the Presence Verification and Card Validation exercises, doing one or both through ‘My UNHCR’ portal will save you money and time as you do not have to relocate to a UNHCR Reception Centre or validation site.

Please do not approach a UNHCR Reception Centre to request help. UNHCR will only invite you to an in-person verification/validation appointment if you failed to verify remotely.

While the Presence Verification exercise aims at confirming the continued presence of all refugees known to UNHCR in Lebanon, Card Validation ensures that the right card is with the eligible beneficiary and is only required of a selected number of families who receive cash assistance from UNHCR.

For step-by-step guidance on how to (i.) sign in to (ii.) complete Presence Verification and (iii.) validate your Red Card through the ‘My UNHCR Self Service Portal’, visit: help.unhcr.org/lebanon/presence-verification-and-card-validation

If you do not have a smartphone/internet, or you need technical support, you can:

• Reach out to a trusted Outreach Volunteer,
• Visit the nearest Community Development Center, or
• Call UNHCR at 04726111,

Please do not approach a UNHCR Reception Centre to request help. UNHCR will only invite you to an in-person verification/validation appointment if you tried but were unable to get support through the structures mentioned above.

Remember all services provided by UNHCR and its partners are available to you free of charge.

No. Renewal of UNHCR certificates will be conducted separately during regular verification interviews six months before the certificate expires.

To access the My UNHCR Self Service Portal you must first confirm your identity by sharing your photo, GPS location and current address in Lebanon. This data will be processed according to UNHCR’s Data Protection Policy. Only authorized staff will have access to it and appropriate measures will be taken to ensure the protection of your data during and after the Presence Verification and card validation exercises.

To know more about how UNHCR processes personal data of refugees in Lebanon, including your rights, visit: help.unhcr.org/lebanon/processing-of-personal-data-by-unhcr/

For the Presence Verification exercise: All family members who have an active file with UNHCR except children under 5 years of age must participate. It is recommended that you are all physically present in the same location when starting the remote verification/validation exercise but if one family member is unavailable there is an option to skip them and continue the process for the remaining family members. The family member that was skipped can complete the process later at any time within the timeframe indicated in the SMS.

Completing the Presence Verification exercise is a requirement for maintaining an active UNHCR file and access to services and assistance in Lebanon.

For the Card validation exercise: Only one adult per family with an active UNHCR file is expected to complete the Card Validation exercise on behalf of their family. Only families eligible for cash assistance, who have not attended card distribution or card validation by UNHCR or WFP since 1 April 2025 and whose records with UNHCR show that their card is active, will be required to participate in this exercise. Concerned families will receive an SMS from UNHCR with the required action steps.

The SMS includes a link with instructions on how to complete the Presence Verification and Card Validation exercises. Click on the link lb.myunhcr.id and follow the steps (as listed below).

To sign in:

1. First, make sure you have internet connection
2. After clicking on the link, choose your preferred language; for example: العربية
3. Click on “Services”
4. Select your preferred sign in option by either clicking on the (i.) face recognition option or (ii.) SMS authentication option, for which you will need to enter the one-time password sent via SMS to the phone number you have shared with UNHCR
5. You will be prompted by a “Privacy Notice” explaining UNHCR’s policy on privacy and data protection. Once you have read it, scroll down and click on “Accept”
6. Type your case number and click on “Verify”
7. If you chose to sign in using face recognition, you will be asked to give permission for the portal to access your camera, click on “Allow”,
8. Once the photo is captured by the system, either click on “Use this photo” if you would like to proceed or “Retake” to take a better one,
9. If the face recognition was unsuccessful, a message saying “Failed to verify identity” will appear and you will be able to take a new photo
10. If the face recognition is successful, a message saying, “Identity Verified Successfully” will appear and a new page will open with two icons called “Presence Verification” and “Card Validation”. The word “Required” will be marked in red on the icon that requires your action.

To complete the Presence Verification exercise:

1. Click on “Presence Verification”, if marked in red as “Required”
2. Click on “Allow” to permit to your camera and GPS location to open through the portal
3. You will be prompted by a “Privacy Notice” explaining UNHCR’s policy on privacy and data protection. Once you have read it, click on “Accept”
4. You will be asked if your phone number is correct, and if not, you should update it. If your primary phone number is labelled as such on the portal, please select “Yes”. If your primary phone number has changed and you need to update it, select “No”. Then, enter your new phone number and click ‘Next’. You will then receive a one-time password via SMS to validate your new number. Click on “Next” again, a message saying “Phone number verified successfully” will appear in green
5. Select the governorate in which you currently reside, a message saying “Location selected successfully” will appear in green
6. Click on “Start Verification” after you see the names and photos of individuals on your UNHCR file that are required to complete the Presence Verification exercise
7. Click on “Next” to start taking photos of the individuals on your file. Make sure you are in a well-lit area and positioned within the frame of the photo. Stay still until the photo is captured automatically.
8. Click on “Take photo” or click on “Skip” if the person is currently unavailable. You will be prompted to give a reason for their absence. Note they will be able to complete verification at a later stage within the timeframe indicated in the SMS.
9. Click on “Use this photo” if you wish to use this photo, or “Retake” to try again. Follow these same steps to verify all individuals on your file
10. You will be asked if you need to add or remove a member from your file, please select “Yes” or “No”
11. Once you have completed the process, a message saying “Success” will appear, click on “Close”
12. A new pop-up message will appear giving you the option of:

• Proceeding with the “Card Validation” exercise. Note this message will only appear if you are required to complete this exercise,
• Complete the “Presence Verification” for family members that were previously skipped,
• Go to the menu (main page), or
• “Sign out”.

Note: When all family members have completed the Presence Verification exercise or have confirmed their absence, the “Presence Verification” icon will be disabled from the main page of the portal, and it will appear faded.

To complete Card Validation:

Note: The system will only prompt you to complete this exercise if you currently receive assistance from UNHCR and are due for card validation. Only one adult per family is expected to complete this exercise.

1. Click on “Card Validation”, if marked in red as “Required”
2. You will be prompted by a “Privacy Notice” that explains UNHCR’s policy on privacy data protection and card validation, click on “Accept”
3. Click on “Allow” to permit to your camera and GPS location to open through the portal
4. Click on ‘Continue’ when prompted to take a photo. Make sure you are in a well-lit area and positioned within the frame of the photo. Stay still until the photo is captured automatically
5. If the photo matches the one in UNHCR’s database, a message will appear saying the photos were successfully matched. Note: The system may skip the photo taking step if you already completed it during the Presence Verification exercise or if you signed into the portal using face verification
6. When asked if you have your Red Card with you, select “I have the card” or “I no longer have the card“
7. If you select “I No longer have the card” (i.e. your card is lost or damaged), UNHCR will issue a new card and invite you via SMS to collect it the following month. At this stage, you have completed the Card Validation exercise. Click on “Close“.
8. If you selected “I have the Card” you will be prompted to capture a photo of the card. Click on the “Capture” icon, then press “Continue” if the photo of the card is clear, or press “Try again” if you wish to take a better photo.
9. Enter the last four digits of your card and click “Continue.”
10. The system will then ask if you have your PIN code, select “Yes” or “No.”
11. If you select “No” (i.e. don’t have your PIN), UNHCR will issue a new PIN and invite you via SMS to collect it in the following month. At this stage, you have completed the Card Validation exercise. Press “Close“.
12. If you selected “Yes”, a message will appear saying you have successfully completed the card validation exercise. Press “Close“.

Note: Once you have successfully completed Card Validation, the “Card Validation” icon will be disabled from the main page of the portal, and it will appear faded.

If you do not have access to a smartphone/internet or you face challenges in using technology and need help to complete the exercises, visit: help.unhcr.org/lebanon/presence-verification-and-card-validation

You can also reach out for support by:

• Contacting a trusted Outreach Volunteer,
• Visiting the nearest Community Development Center, or
• Calling UNHCR at 04726111

For support with Card Validation only, you may also:

• Approach the nearest Khadamaty machine. To find one near you visit: help.unhcr.org/lebanon/khadamaty-the-self-service-machine

• For step-by-step guidance on how to validate at a Khadamaty machine, visit: help.unhcr.org/lebanon/welcome/cash-assistance

Please do not approach a UNHCR Reception Centre to request help. UNHCR will only invite you to an in-person verification/validation appointment if you tried but were unable to get support through the structures mentioned above.