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, choose your preferred language
2. Click on “Services”
3. Select your preferred sign in option, either face recognition or SMS code sent to the phone number on your UNHCR file.
4. Read the “Privacy Notice” explaining UNHCR’s policy on privacy and data protection, if you agree, scroll down and click “Accept”
5. Type your file number and click “Verify”
6. If you chose to sign in using face recognition, you will be asked to give permission to your camera, click “Allow”,
7. Hold the phone for 3 seconds to capture a selfie. Once your photo is captured, you can choose “Use this photo” or “Retake” to try again,
8. If you chose to sign in with your phone number, you would receive a 6-digit verification code by SMS, enter it and click “verify” to proceed.
9. If the sign in is successful, you will see this message: “Identity Verified Successfully” and the main page will open with two icons (i.) “Presence Verification” and (ii.) “Card Validation”.
10. If sign in fails, you will see the message “Failed to verify identity” but you can try again.

To complete the Presence Verification exercise:

1. Click on “Presence Verification” icon marked in red as required
2. Read the “Privacy Notice” explaining UNHCR’s policy on privacy and data protection, if you agree, scroll down and click “Accept”
3. Click on “Allow” to permit access to your camera and GPS location
4. Confirm if your phone number is correct by selecting “Yes”. If it is not correct, select “No” and enter your new phone number and click ‘Next’. You will receive a code via SMS to validate your new number. Enter it and click on “Next”.
5. Select the governorate where you currently live and click on “next”
6. You will see the names and photos of family members on your UNHCR file who are required to confirm their presence in Lebanon. Click on “Start Verification” to proceed.
7. Click on “Next” to start
8. Click on “Take photo” and stay for 3 seconds until the photo is automatically captured. Make sure you are in a well-lit area and positioned within the frame of the photo.
9. Click on “Allow” to permit access to your camera
10. You can choose to “Skip” if a member of your family is currently unavailable and select a reason for their absence. Note they will be able to complete verification within one-month of receiving the SMS from UNHCR
11. Click on “Use this photo” or “Retake” to try again
12. Follow these same steps to verify all members on your file
13. You will be asked if you need to add or remove a family member from your file, select “Yes” or “No”
14. When you successfully completed the process, you will get the notification “Success”
15. Click on “Close”
16. 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 validate your card,
• 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 process, the “Presence Verification” icon will be disabled.

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” icon,
2. Read the “Privacy Notice” explaining UNHCR’s policy on privacy and data protection, if you agree, scroll down and click “Accept”
3. Click on “Allow” to permit access to your camera
4. Click on “Take photo” and stay for 3 seconds until the photo is automatically captured. Make sure you are in a well-lit area and positioned within the frame of the photo.
5. A message will appear saying “the photo was successfully matched”. Note: The system may skip this step 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 selected “I no longer have the card” UNHCR will issue a new card and invite you via SMS to collect it. Your Card Validation is complete. Click on “Close“
8. If you selected “I have the card” you will be prompted to capture a photo of the card. Click on “Capture“, then press “Continue” if the photo of the card is clear, or press “Try again” if you wish to take a better photo. Click on “Submit”
9. Enter the last four digits of your card and click “submit“
10. The system will then ask if you know your PIN code, select “Yes I know it” or “No, I do not know it or I forgot it“
11. If you select “No I do not know it or I forgot it”, UNHCR will issue a new PIN and invite you via SMS to collect it. Your Card Validation is complete. Click on “Close“
12. If you selected “Yes, I know it”, a message will appear saying you have successfully completed the card validation exercise. Click on “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.