Update personal details

I have a problem with my phone number, or I have changed/lost my Sim card? What do I need to do?

If you have changed your SIM card or lost your SIM card, or have other issues with your phone number, you may visit one of the nearest enrolment centers to request for an appointment to update your phone numbers in UNHCR system. Alternatively, you can contact the UNHCR hotline or email for assistance:

Please note that updating your information does not automatically make you eligible for immediate cash assistance.

I would like to change my banking details. What do I need to do?

If you have changed your bank account, or have other problems with your banking details, you may visit one of the nearest enrolment centers to request for appointment to update your bank detail in UNHCR database.  Alternatively, you can contact the UNHCR hotline or email for assistance:

Please note that updating your information does not automatically make you eligible for immediate cash assistance.

PLEASE NOTE: We do not need your CCV code. It should not be requested by the enumerators. In case you are asked to provide this information, please report to the UNHCR hotline or email mentioned above.

Is it mandatory to provide/update my bank details?

It is not a mandatory requirement, but it is highly recommended to update your bank details in UNHCR’s database as well as to ensure that your bank account is active. 

Should you be found eligible for this programme, UNHCR will send you the cash assistance to your bank account, which will enable you to withdraw your cash assistance based on your need, and convenience.

Can I update my bank details in the UNHCR database by providing them via email or through a call to the UNHCR Hotline.

If you have updated your bank account, or have other problems with your banking details, you may contact one of the nearest enrolment centers to request for appointment to update your bank detail in UNHCR database. Alternatively, you can contact the UNHCR hotline or email for assistance:

However, the information update does not automatically trigger any eligibility for immediate cash assistance.

PLEASE NOTE: We do not need your CCV code. It should not be requested by the enumerators. In case you are asked to provide this information, please report to the UNHCR hotline or email mentioned above.

What documents do I need to provide about my bank account?

You need to provide UNHCR partner staff in the enrolment centers the banking details (IBAN number, and date of when account has been opened). You may request your bank to provide you with remittance form/details of your account, so that UNHCR can send you cash assistance if you are eligible.

PLEASE NOTE: We do not need your CCV code. It should not be requested by the enumerators. In case you are asked to provide this information, please report to the UNHCR hotline or email mentioned above.

What steps should I take if I update my family composition (such as births, marriages and divorces, or death) or change the family focal point?

In case of a change in your family composition, please contact the UNHCR hotline to receive the appropriate response:

Please note that updating your information does not automatically make you eligible for immediate cash assistance.