Not Registered? Start Your Application with UNHCR through My Services
Do not create an account if you are already registered with UNHCR.
Who can create a My Services account?
Do not create more than one account. If you have already created an account and submitted a request via My Services portal, you should wait for UNHCR to contact you. Due to the high number of applications received, please note that it will take some time before UNHCR is able to contact you.
All asylum-seekers who are not registered with UNHCR Malaysia and would like to request for services by UNHCR may use My Services portal to create an account, provide your personal details and request registration with UNHCR. Applicants who submitted a request through the previous Refugee Malaysia website must include their Refugee Malaysia reference number so that their earlier submission can be accessed.
Refugee Malaysia reference number is the reference number you received previously upon submission of an application on Refugee Malaysia website. For example; RM-10-12345, RMV02V03-23-A12BC34 and many others.
Note: If this is your first request with UNHCR and you do not have a Refugee Malaysia reference number, you can skip this step.
If you are already registered with UNHCR, you do not need to create a My Services account at this time. Information on how registered refugees and asylum-seekers can access services through the portal will be shared in due course.
What you need to create your account:
- A smartphone or computer,
- Your own e-mail address (must be unique and not shared with others) – Watch the tutorial videos on how to create an email account and how to create a strong password,
- An active mobile phone number in Malaysia (this must be a mobile number, not a WhatsApp-only number),
- Internet connectivity.
How to create your account:
1Click on the “Create a new account”
2Read and acknowledge the privacy notice
3Enter your email address
Enter your e-mail address and the verification code sent to your e-mail. If you do not receive the code, you can click “send a new code”.
4Register your phone number
Enter your mobile phone number in Malaysia (not a WhatsApp-only number), and input the code sent by SMS. If you do not receive the code, you can click “send a new code”.
Please use an active number — we may send important messages to that phone number.
5Create a password
Create a password that is easy to remember and meets the following requirements:
- At least nine characters,
- One uppercase letter (A, B, C, etc.),
- One lowercase letter (a, b, c, etc.),
- One number (1, 2, 3, etc.),
- One symbol (!, ?, $, etc.).
6Start your application
Once your account is created, you will automatically be invited to begin your application.
Please watch this tutorial video to learn more about how to create a My Services account.
Still have questions? Have a look at our FAQs
To create your account, you must have your own e-mail address. If you do not have one, you need to create one first. Watch our tutorial video on how to create an email account and how to set a strong password.
Do not use someone else’s e-mail or an e-mail you later cannot access because
- Your e-mail will be your username,
- You will need to enter a verification code sent to this e-mail each time you log in,
- We may send confidential information to that e-mail which should not be seen by other people.
No. Your account is linked to the e-mail address you used when creating it.
If you no longer have access to that e-mail, please contact UNHCR by sending an email to [email protected] with your self-service group number/application ID. Please include [My Services account issues] in the email subject line. UNHCR may request additional information to verify your identity before updating account information.
You need internet access and a smartphone or computer to use the portal.
You can borrow a device from someone you trust or use a public device (for example, at a digital hub or internet café). Make sure:
- You use your own e-mail address and phone number.
- You log out of your account when you finish.
- Do not save passwords in the browser.
- Clear browser history where possible.
If you cannot log in because you forgot your password:
- Click “Forgot your password?” on the login page
- Follow the instructions to reset it
- You will receive a code by e-mail — you must enter this to confirm your identity
Make sure you have access to your e-mail before starting this process. Watch our tutorial video on the steps to follow if you forgot your password.
Log in to your account, then go to “My Settings” and select “Reset Account Password”.
No. For your safety, you should not share your password with anyone, even family members.