Need help using My Services?

How do I get help?

Please explore our Help site where you can find useful videos and step-by-step guides explaining how to create an account and use the My Services portal.

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.

For your safety, to ask to delegate access to your account to someone else, you must come in person to our office and this can be done at the time of your new registration interview.

You may request an appointment with UNHCR or wait until your next registration interview. Both you and the person you wish to authorize must attend the appointment together.

What happens when I ask someone to manage my account?

The person who manages your account can:

  • View your profile,
  • Change your contact details,
  • Request and manage your appointments.

Important to remember
Only delegate access to someone you fully trust.
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?

You may request an appointment with UNHCR, wait until your next registration interview, or ask the person managing your account to remove their access through the portal by following these steps:

  1. Log in to your My Services account
  2. Go to “Settings”
  3. Under “Manage who can access my services”, you will see the portal user with access
  4. Click “Remove all access” next to the person’s name
  5. Confirm your choice in the pop-up message
Log in
Access your existing My Services account

Why would I delegate my account?

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.

Can I delegate my account to anyone?

You can only delegate your account to someone you fully trust. This person must also have their own My Services account.

Can I delegate my account to more than one person?

No, you can delegate your account to only one person at a time.

Is it safe to delegate my account?

Yes, delegation is a secure way to allow someone to support you. Never share your password. Delegation means you stay protected while receiving help.

Can the person I delegate access to my account change my information?

No, the delegated person can view your account and request appointments, but they cannot edit your personal details through the portal.

How long does delegation last?

Delegation stays active until you decide to remove it. You can revoke access at any time.

What happens if I want to change who manages my account?

You should first remove access from the current person. Then, you can send an email to [email protected] with a subject line indicating your self-service group number / application ID to request a new person to manage your account.

Can someone else delegate their account to me?

Yes, if someone trusts you and asks UNHCR to delegate their account to you, you will be able to help manage their account. You must have your own My Services account.