Where can I find the file number?
You need to look at the top left corner of your Asylum Seeker or Refugee Certificate. The file number is composed of 10 digits.
How can I enter my file number when I call the UNHCR Helpline?
To reach the Interactive Voice Response services, enter the 10 digits without any characters or symbols. Example: if your file number is 123-45C67890, enter it as 1234567890.
Why do I have to enter the year of birth? Can I enter the year of birth of any family member in the file?
In order for the system to verify your identity, you are requested to enter the year of birth of the Principal Applicant only, and not any other member of the family in the same file. If you did not enter it, your call will be disconnected.
I want to register/get a renewal appointment with UNHCR. Can I get an appointment through the UNHCR helpline?
For new registrations: call the UNHCR Helpline (064008000), select the option number 2 from the main list. You will listen to the needed information about registration.
For renewal appointments: call the UNHCR Helpline (064008000), select the option number 1 from the main list. You will need to enter your file number and the year of birth for the Principal Applicant. The Interactive Voice Response system will issue a renewal appointment and inform you about the date.
I want to inquire about the status of my file for x service/the result of my appeal. How can I do so through the unhcr helpline?
Please call the UNHCR Helpline (064008000), select option number 1, and follow the instructions of the Interactive Voice Response to reach the desired service. The system will pull information related to your file from the UNHCR database and inform you of the status. To do so, you will need to verify your identity when calling by entering your file number and the year of birth for the Principal Applicant.
I need to report a detention case or an emergency. How can I do so through the UNHCR helpline?
Please call the UNHCR Helpline (064008000) and select option number 3 from the main list (detention and emergencies). Your call will be diverted to a UNHCR Helpline agent who will follow up with you.
I called the UNHCR Helpline but my call was disconnected after entering my file number. Why is that?
To reach the Helpline Interactive Voice Response, you need to verify your identity when calling by entering your file number and the year of birth for the Principal Applicant. Your call will be disconnected if you entered it incorrectly. Please make sure to enter the numbers only. Example: if your file number is 123-45C67890, enter it as 1234567890.