Need help using My Services?
On this page:
How do I get help?
If you need any further support in matters related to the Digital Gateway such as My Services account creation, please contact UNHCR through the National Helpline at 0800-86677.
For e-mail update, please share your e-mail address through this KOBO link.
What if I am unable and/or unwilling to use My Services portal?
You can ask UNHCR to allow someone you trust to manage your My Services Portal account on your behalf. This is called delegation. That someone can be a member of your family registration group or any other individual who is registered with UNHCR and has been enrolled in My Services Portal.
For your safety, to ask to delegate access to your account to a member of your family in the same group, you must contact UNHCR Helpline at 0800-86677. UNHCR will review your request and schedule a remote appointment for new delegation designation.
What happens when I ask someone to manage my account?
The person who manages your account can:
- View your profile,
- Change your contact details,
- View your resettlement case,
- View your UNHCR-issued documents.
Only delegate access to someone you fully trust within the same registration group or any other group that has access to My Services Portal.
The delegated person must have their own My Services account.
Do not share your password with anyone — delegation is the secure way to get support.
You can remove their access at any time.
What if I want to remove someone’s access to my account?
To remove your designated delegate, you must contact UNHCR Helpline at 0800-86677. UNHCR will review your request and act on your request accordingly.
Or you can request the delegated person to do it through the portal by following the steps below:
1Log in to your My Services account
2Go to “Settings”
3Under “Manage who can access my services”, you will see the portal user with access
4Click “Remove all access” next to the person’s name
5Confirm your choice in the pop-up message
Still have questions? Have a look at our FAQs ?
You can delegate your account if:
- You are not confident using digital tools, but still wants to have access to the portal,
- You do not have regular access to a phone, computer, or internet,
- You prefer to receive help from someone you trust.
You can only delegate your account to someone you fully trust. This person must also have their own My Services account and may be a member of your registration group or any other group.
No, you can delegate your account to only one person at a time.
Yes, delegation is a secure way to allow someone to support you. Never share your password. Delegation means you stay protected while receiving help.
No, the delegated person can view your account and request appointments, but they cannot edit your personal details through the portal.
Delegation stays active until you decide to remove it. You can revoke access at any time.
You should first remove access from the current person. Then, you can contact UNHCR via Helpline at 0800-86677 to request delegation to a new person.