How to complete your application
On this page:
Step 1: Complete the information required
Fields marked with a red asterisk (*) are required and cannot be left blank.
1Personal Information
- Full name should include your first name, middle name, and last name, in Latin characters only (e.g., a, b, c) as it appears on your passport or other official identity documentation.*
- Date of Birth: As shown in your official identity document. If you do not have any official identity document, then an estimated date of birth should be entered.*
- Country of origin: Select your country from the list of options. If you have more than one nationality, choose the one from the country you cannot return to.*
- Sex: Select from the options provided.*
- Religion: Select from the list.*
- Refugee Malaysia Reference Number.
- Marital Status: Select your current status.*
Click “Next” when complete. You can also save and continue later.
- Address and arrival date: Enter your address in your home country, your current address in Malaysia, and the date you arrived in Malaysia.
- Where are you from? ➡️ Previous address in your home country
- Country (pre-filled based on where you are from), and state/province
- Where do you live now?➡️ Current address
- Country (pre-filled based on where you are from), and state.
- Arrival Date in Malaysia
Click “Next” to continue, or “Previous” to go back. You can save and continue later.
- Review Your Details: You will see a summary of your personal and address details that you provided. Please review to ensure all information is correct. To make changes, click “Edit personal details” or “Edit address/arrival”. When done, click “Next”.
- How to contact you:
- E-mail address: Already filled, cannot be changed
- Registered phone number: This number is the one you added when you created your account.
- Preferred language: Select from available languages. If your language is not listed, you can select other.
Click “Next” to continue, or “Previous” to go back. You can save and continue later.
- Your specific needs: Indicate if you have specific needs, such as disability or pregnancy.
Click “Next” to continue.
2Photo
Take or upload a recent photo of yourself (passport-style).
While taking your photo, make sure:
- Your full face is visible and well-lit.
- Your eyes are open and looking at the camera.
- No hats or glasses (headscarves are allowed).
- The photo is clear and not blurry.
- Plain background.
Tip: If the camera is not working, check your phone settings to allow camera access.
You can review the photo you took. If the photo is correct, press “Yes – continue”. If you want to take or choose a new one, press “Retake or upload photo”. If you are not ready to add a photo, you can press “Skip to Documents” to continue, but you must submit a photo before completing your application.
3Documents
You are encouraged to upload identity documents such as:
- Passport
- National ID
- Family booklet
- Birth certificate
- Other supporting documents.
If you do not have any, you can skip this step. Your family members’ documents will be entered when you add your family members to your application.
Upload clear photos of your documents:
- All corners visible,
- No glare or flash,
- Not blurry,
- JPG or PNG format, up to 4MB.
For each document:
- Select the type (e.g. passport, birth certificate)
- Enter the document number, issue date, and expiry date (if available)
Review and submit the documents when done. You can return to this section later in “My Documents”.
Step 2: Add your family members
Only close family members currently with you in Malaysia (e.g. your minor children, spouse, or elderly dependents) should be added to your application.
You will need to provide the personal details, photos, and documents for each person. We recommend that they are with you when filling in their details, or that you make sure to have all their documents and photos before you start adding them.
Only close family members currently with you in Malaysia (e.g. your minor children, spouse, or elderly dependents) should be added to your registration application, so they can be registered on the same day as you. Adding your family members helps keep your family together during the registration process.
Remember to add the details of your close family members before you submit your request for an appointment. You cannot add in your family members later after you have requested an appointment.
Step 3: Add your preferred location for your interview
Please choose UNHCR Kuala Lumpur Office as your preferred location since it is the only location we currently provide UNHCR services.
Step 4: Review your application
Check that all information is complete and accurate before submitting:
- My Profile: Personal details, contact details, and photograph.
- My Documents: Your uploaded documents.
- My Family: Information, photos and documents for family members.
If everything is correct, click “My information is complete and ready to submit”. If you identified an error or missing information, you could go back to that section and make the necessary corrections and/or add the missing information.
After submission, you will not be able to edit your information or add family members unless you submit a new request.
Step 5: Submit your application and request an appointment
- Click “submit my application”,
- You will receive a temporary UNHCR ID number (e.g. CG-XXXXXXX) (also visible on the Home page after account creation),
- Your status will show as “pending registration” until UNHCR sets your appointment,
- You will see your pending appointment request on the page,
- You can check appointment status in “My Appointments”,
- UNHCR will contact you via phone call or email to schedule your appointment. Please note that due to the high number of requests received for appointments, the waiting time is lengthy and please be patient for UNHCR to contact you.
Step 6: Ready to start? Sign up
Still have questions? Have a look at our FAQs
How long does it take to fill in the application on My Services portal?
It takes about 10 minutes per person. The time depends on how many family members you include in your application.
Can I get help to use the portal?
If you need help to create your account or complete your application, you may refer to our guidance videos or you may approach your community organizations if you are a member of any community organizations in Malaysia.
Why should I add my family members?
Adding your family members helps keep your family together during the interview process. Everyone you add must come to the appointment with you.
Who can I add as a family member?
You can add:
- Your spouse,
- Your children (including any child under your care in Malaysia) under 18 years old,
- Your parents age 60 and above.
Family members being added must not already be registered with UNHCR. Every individual who does not meet these criteria should create their own My Services Account separately such as adult children or adult siblings.
Do I need to add everyone before submitting?
Yes. You should add all family members in Malaysia with you whom you want to be interviewed with you before submitting your application. You cannot add more later after you have requested for an appointment.
What if a family member joins me later or leaves before the interview?
If someone joins or leaves after submission, you cannot update your application. Please inform UNHCR when you are contacted to be scheduled for an appointment.
Can I add someone who is not here yet?
No. Only include family members who are currently with you. You can ask UNHCR during your interview how to request services those who arrive later.
What documents can I upload?
You can upload documents issued under your name such as passport, birth certificate and so on as listed in the drop-down menu. These documents allow UNHCR to verify your details and will support your interview process.
Can I use expired or damaged documents?
Yes. Expired or damaged documents are still helpful. Bring the original with you to your interview.
What if I do not have any documents?
You can still complete your application. Explain the situation during your interview and bring any supporting information you have.
Can I upload a photo of a document instead of a scan?
Yes, but make sure the photo is clear. If needed, you can show the document during your interview.
How are my documents and photos protected?
Your information is stored securely and only used by authorized UNHCR staff to process your application, in line with UNHCR’s data protection rules.
Can I see or change the information I submitted?
Before you submit, you can review and edit your details.
After submission, only your contact details can be changed. If anything else is incorrect, inform UNHCR during your interview.
How do I update my specific needs?
You can update this information before submission. After submission, please inform UNHCR during your interview.
Can I change the appointment location later?
No. Our processing services are available only in UNHCR Kuala Lumpur Office.
What does “registration status” or “verification pending” mean?
This means you and your family have submitted your application and are waiting for UNHCR to review and verify your information.
What is the application ID number?
The application ID number is a reference number automatically generated when you submit your request through My Services. It helps UNHCR identify and process your application.
What is my application ID number used for?
This number helps UNHCR identify your application. Keep it safely recorded and use it if you need to contact UNHCR about your registration request.
Is the application ID number proof that I am registered with UNHCR?
No. The application ID number only confirms that you have submitted a request through My Services. It is not proof of registration with UNHCR.
Will I receive a UNHCR registration number immediately after submitting my request?
No. UNHCR will review your request and contact you if further action is required. If you are provided an appointment and interview at UNHCR, UNHCR will provide you with the relevant registration documentation and registration reference number in accordance with its procedures.
What happens after I submit my application?
You will receive a confirmation and a summary of your application by e-mail. UNHCR will review your information and schedule an appointment.
How long does it take to get an appointment?
Due to the high number of requests received, it will take some time until UNHCR is able to contact you with the date, time, and location of your appointment.
How will I know when my appointment is booked?
UNHCR will call you via phone call or email as per usual practice to inform you about your scheduled appointment. The appointment details will also appear under “Confirmed Appointments” in the My services portal.
What happens when my children turn 18?
You manage your child’s account until they turn 15. From 15, they can access their account if they have their own e-mail. At 18, they must create their own account.
What is the application summary, and how can I use it?
The application summary is a PDF copy of the information you submitted when you created your account. Please download, and save it in your phone or print it out for your reference.