Frequently asked questions

When will I be able to view all the content on the site?

The site's content will be 'unlocked' in stages, for you to view, over the course of a year.


How do I view the latest Step to Survival?

You will be notified by email when each step to survival can be viewed. Simply click through on the emails to go directly to each step.

You can also view your camp and each step by visiting the website and entering your email address.

Once on the camp website just click on the step icons on the left hand side or on the individual pins shown on the panorama.


How do I change the amount of my ongoing gift?

Email us here at donors@unhcr.org and a member of our donor care team would be glad to help.


How do I change my email address?

Email us here at donors@unhcr.org and write 'address' in the subject line and we'll update your details.


Does my money go directly to UNHCR? How much of my donation goes on fundraising and administration?

All of your donation goes to UNHCR and 80% is spent on humanitarian operations helping refugee families around the world. The remaining 20% is spent on fundraising and administration.


What do you do with the ongoing gift that I give to UNHCR?

Your gift is spent helping refugee families around the world, wherever the need is greatest. It provides them with protection and the essentials they need to survive.


How can I update my credit/debit card details?

  1. Using the details in the WorldPay email sent to you with subject line 'WorldPay Login Details' login to the Shopper Management System (you will find the link within the email)
  2. Click on your agreement ID number, then on 'Change your payment details'
  3. Enter your new payment details and click 'save'

I would like to make my payments on a date of my choice. How can I do this?

We regret the system currently does not allow to make payments on a chosen date.


How do I advise you of a change of address?

  1. Using the details in the WorldPay email sent to you with subject line 'WorldPay Login Details', login to the Shopper Management System (you will find the link within the email)
  2. Click on your agreement ID number, then on 'Change contact details'
  3. Enter your new address and click 'submit'

How do I make a complaint or give feedback about UNHCR?

Email us here at donors@unhcr.org and a member of our donor care team would be glad to help.


Can I make a one-off donation to UNHCR?

Yes you can and we'd be very grateful if you did. The easiest way to do so is through our website. Either follow the links from your camp homepage or go to donate.unhcr.org to make a donation.


How long does a regular gift take to process?

You can find the first payment date in the WorldPay email sent you with the subject line 'WorldPay CARD FuturePay Confirmation', next to 'Date of first payment'.


I have set up an ongoing donation, on what date will it be claimed?

Email us here at donors@unhcr.org and a member of our donor care team would be glad to help.


Does my gift go to the Syria emergency?

No, not exclusively. Your money is spent where it is most needed, helping refugees around the world. However, as UNHCR helps so many Syrian refugees, your donation will be contributing to helping them survive.


How can I volunteer for UNHCR?

Email us here at donors@unhcr.org and a member of our donor care team would be glad to help.


How can I find out about other ways to get involved in UNHCR?

For details please look out for information in your monthly emails and be sure to explore our general website at www.unhcr.org.


How can I find out where UNHCR work across the world?

There is a full list of the countries where we work on our website at www.unhcr.org. If you require more information you can view our global report which provides detailed information on UNHCR's work in every country where we have a current operation.


Can I write to featured refugees and their families?

To protect their privacy and confidentiality, we regret we will not be able to pass on messages to featured refugees.