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The Digital Gateway brings together a set of digital services that support safer, clearer, and more accessible engagement between forcibly displaced and stateless people and UNHCR. These services are delivered primarily through the My Services Portal, the refugee-facing interface of the Digital Gateway, and are complemented by other channels such as contact centres, assisted access, and in-person services.<\/p>\n
The services described below reflect a phased and user-centred approach. They have been developed based on operational priorities and extensive community input and continue to evolve as the Digital Gateway expands to additional contexts.<\/p>\n
[\/et_pb_text][et_pb_button button_url=”@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9saW5rX3VybF9hdHRhY2htZW50Iiwic2V0dGluZ3MiOnsicG9zdF9pZCI6IjE0MjMzIiwiZW5hYmxlX2h0bWwiOiJvZmYifX0=@” url_new_window=”on” button_text=”Download our leaflet to learn more” _builder_version=”4.27.4″ _dynamic_attributes=”button_url” _module_preset=”default” custom_button=”on” button_text_color=”#000000″ button_bg_color=”#FFFFFF” button_icon=”||fa||400″ button_icon_placement=”left” button_on_hover=”off” custom_margin=”20px||||false|false” custom_padding=”||||false|false” box_shadow_style=”preset3″ locked=”off” global_colors_info=”{}”][\/et_pb_button][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/www.unhcr.org\/digitalstrategy\/wp-content\/uploads\/sites\/161\/2024\/08\/circle-900px.png” alt=”Digital Gateway circle” disabled_on=”off|off|off” _builder_version=”4.25.2″ _module_preset=”default” max_width=”500px” animation_style=”zoom” animation_duration=”1550ms” global_colors_info=”{}”][\/et_pb_image][et_pb_video src_webm=”https:\/\/www.unhcr.org\/digitalstrategy\/wp-content\/uploads\/sites\/161\/2025\/08\/Homepage-and-services-Full-Crop.mov” disabled_on=”on|on|on” module_class=”lwp-video-autoplay” _builder_version=”4.27.4″ _module_preset=”default” disabled=”on” global_colors_info=”{}”][\/et_pb_video][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.27.4″ _module_preset=”default” background_color=”#fcf7f1″ custom_padding=”||||false|false” global_colors_info=”{}”][et_pb_row column_structure=”1_3,1_3,1_3″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_3″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_blurb title=”Account Creation & Onboarding” image_icon_background_color=”#ffffff” image=”https:\/\/www.unhcr.org\/digitalstrategy\/wp-content\/uploads\/sites\/161\/2025\/07\/my-application.png” image_icon_width=”100%” _builder_version=”4.27.4″ _module_preset=”default” header_level=”h3″ body_font_size=”17px” background_color=”#FFFFFF” image_icon_custom_margin=”||||false|false” image_icon_custom_padding=”||20px||false|false” min_height=”440px” custom_padding=”30px|30px|30px|30px|false|false” hover_enabled=”0″ border_radii=”on|8px|8px|8px|8px” border_width_all=”1px” border_color_all=”#18375f” box_shadow_style=”preset3″ box_shadow_vertical=”5px” box_shadow_blur=”11px” global_colors_info=”{}” sticky_enabled=”0″]<\/p>\n
Supports account creation through a tailored onboarding process. It guides unregistered users through onboarding and submitting an online registration application while it allows registered users to securely access their information and available services through invitations.<\/p>\n
[\/et_pb_blurb][et_pb_blurb title=”Checking Resettlement Status” image_icon_background_color=”#ffffff” image=”https:\/\/www.unhcr.org\/digitalstrategy\/wp-content\/uploads\/sites\/161\/2025\/07\/resettlement-medium.png” image_icon_width=”60%” _builder_version=”4.27.4″ _module_preset=”default” header_level=”h3″ body_font_size=”17px” background_color=”#FFFFFF” image_icon_custom_margin=”||||false|false” image_icon_custom_padding=”||20px||false|false” min_height=”440px” custom_padding=”30px|30px|30px|30px|false|false” hover_enabled=”0″ border_radii=”on|8px|8px|8px|8px” border_width_all=”1px” border_color_all=”#18375f” box_shadow_style=”preset3″ box_shadow_vertical=”5px” box_shadow_blur=”11px” global_colors_info=”{}” sticky_enabled=”0″]<\/p>\n
Supports portal users to securely check the status of their resettlement case, in real time, and what it means for them at each step of the process. This helps them stay informed and reduces uncertainty during a complex process.<\/p>\n
[\/et_pb_blurb][et_pb_blurb title=”Requests, Complaints and Feedback” image_icon_background_color=”#ffffff” image=”https:\/\/www.unhcr.org\/digitalstrategy\/wp-content\/uploads\/sites\/161\/2025\/07\/requests-medium.png” image_icon_width=”60%” _builder_version=”4.27.4″ _module_preset=”default” header_level=”h3″ body_font_size=”17px” background_color=”#FFFFFF” image_icon_custom_margin=”||||false|false” image_icon_custom_padding=”||20px||false|false” min_height=”440px” custom_padding=”30px|30px|30px|30px|false|false” hover_enabled=”0″ border_radii=”on|8px|8px|8px|8px” border_width_all=”1px” border_color_all=”#18375f” box_shadow_style=”preset3″ box_shadow_vertical=”5px” box_shadow_blur=”11px” global_colors_info=”{}” sticky_enabled=”0″]<\/p>\n
Enables users to submit requests, complaints, or feedback directly through the portal and track the status of their submissions\u2014promoting transparency, accountability, and timely response.<\/p>\n
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Allows registered persons to add a newborn or newly arrived unregistered family members by providing their personal details \u2013 such as, documents, photo, and other relevant information \u2013 and submitting a registration request, often completed through an-person appointment.<\/p>\n
[\/et_pb_blurb][et_pb_blurb title=”Document Management” image_icon_background_color=”#ffffff” image=”https:\/\/www.unhcr.org\/digitalstrategy\/wp-content\/uploads\/sites\/161\/2025\/07\/documents-medium.png” image_icon_width=”60%” _builder_version=”4.27.4″ _module_preset=”default” header_level=”h3″ body_font_size=”17px” background_color=”#FFFFFF” image_icon_custom_margin=”||||false|false” image_icon_custom_padding=”||20px||false|false” min_height=”440px” custom_padding=”30px|30px|30px|30px|false|false” hover_enabled=”0″ border_radii=”on|8px|8px|8px|8px” border_width_all=”1px” border_color_all=”#18375f” box_shadow_style=”preset3″ box_shadow_vertical=”5px” box_shadow_blur=”11px” global_colors_info=”{}” sticky_enabled=”0″]<\/p>\n
Facilitates users to access and manage important documents online \u2014 whether provided by the user or issued by UNHCR. Automated reminders about upcoming expiry and replacement options help ensure continuity of protection.<\/p>\n
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Enables portal users to request and manage appointments for various services, reducing the need for travel and long wait times. This ensures timely support while easing pressure on operations.<\/p>\n
[\/et_pb_blurb][et_pb_blurb title=”Collection of Additional Information” image_icon_background_color=”#ffffff” image=”https:\/\/www.unhcr.org\/digitalstrategy\/wp-content\/uploads\/sites\/161\/2025\/07\/forms-medium.png” image_icon_width=”60%” _builder_version=”4.27.4″ _module_preset=”default” header_level=”h3″ body_font_size=”17px” background_color=”#FFFFFF” image_icon_custom_margin=”||||false|false” image_icon_custom_padding=”||20px||false|false” min_height=”440px” custom_padding=”30px|30px|30px|30px|false|false” hover_enabled=”0″ border_radii=”on|8px|8px|8px|8px” border_width_all=”1px” border_color_all=”#18375f” box_shadow_style=”preset3″ box_shadow_vertical=”5px” box_shadow_blur=”11px” global_colors_info=”{}” sticky_enabled=”0″]<\/p>\n
Supports the collection of additional information through tailored surveys and structured digital forms. This allows users to share needs, experiences, and priorities in a clear and structured way. The information supports more responsive and targeted service delivery while respecting data protection principles.<\/p>\n
[\/et_pb_blurb][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.27.4″ _module_preset=”default” background_color=”#D4D0C6″ custom_margin=”||||false|false” custom_padding=”||||false|false” locked=”off” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ use_custom_gutter=”on” gutter_width=”1″ _builder_version=”4.27.4″ _module_preset=”default” background_color=”RGBA(255,255,255,0)” width=”100%” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_button button_url=”@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9saW5rX3VybF9wYWdlIiwic2V0dGluZ3MiOnsicG9zdF9pZCI6IjEzOTIzIiwiZW5hYmxlX2h0bWwiOiJvZmYifX0=@” button_text=”Learn more about the Digital Gateway” button_alignment=”center” disabled_on=”off|off|off” _builder_version=”4.27.4″ _dynamic_attributes=”button_url” _module_preset=”default” custom_button=”on” button_text_color=”#FFFFFF” button_bg_color=”#0072BC” button_icon=”||fa||900″ button_on_hover=”off” custom_margin=”||18px|||” custom_padding=”40px|20%|40px|20%|false|false” box_shadow_style=”preset3″ locked=”off” global_colors_info=”{}”][\/et_pb_button][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_button button_url=”@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9saW5rX3VybF9wYWdlIiwic2V0dGluZ3MiOnsicG9zdF9pZCI6IjE0MTAxIiwiZW5hYmxlX2h0bWwiOiJvZmYifX0=@” button_text=”Learn more about the Digital Gateway Contact Centre” button_alignment=”center” disabled_on=”off|off|off” _builder_version=”4.27.4″ _dynamic_attributes=”button_url” _module_preset=”default” custom_button=”on” button_text_color=”#FFFFFF” button_bg_color=”#0072BC” button_icon=”||fa||900″ button_on_hover=”off” custom_margin=”||18px|||” custom_padding=”40px|10%|40px|10%|false|false” box_shadow_style=”preset3″ locked=”off” global_colors_info=”{}”][\/et_pb_button][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"
Services The Digital Gateway brings together a set of digital services that support safer, clearer, and more accessible engagement between forcibly displaced and stateless people and UNHCR. These services are delivered primarily through the My Services Portal, the refugee-facing interface of the Digital Gateway, and are complemented by other channels such as contact centres, assisted […]<\/p>\n","protected":false},"author":339,"featured_media":0,"parent":13923,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"class_list":["post-14061","page","type-page","status-publish","hentry"],"yoast_head":"\n