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Stay safe and follow the rules
Help support NSW businesses during COVID-19 by doing the right thing:
Problems checking in
You can still shop and attend venues if you do not have a smart phone or you're not comfortable checking in electronically.
If you do not have a smart phone, ask the COVID Safe Hygiene Marshal or a staff member for help to enter your details in their system, or ask them to manually take your contact details.
You can check in manually if you are not able to check in electronically (for example, there is an internet outage) or you do not have a smart phone.
Ask the COVID Safe Hygiene Marshal or a staff member to take your contact details.
Not all businesses are required to use the Service NSW check-in system.
If you are trying to check in with the Service NSW app and the business is using a different system you will see this message:
This is not an NSW Government code. Please see staff for help.
If you have another QR code reader on your phone, try using it to scan the code. You should then be able to enter your contact details into the system the business is using.
Otherwise, ask the staff to record your details.
Check that your phone camera is working and the lighting is adequate.
Hover the open camera app over the QR code and allow it to focus. You don't need to take a photo of the QR code.
If your camera is able to pick up a QR code this way
- you will receive a pop-up notification or
- tap the QR code image on your screen.
If the QR code is still not working, it could be that your smartphone does not allow your camera to scan QR codes.
You can check if your mobile phone is compatible. If your mobile isn't compatible, we recommend you check-in via an app or manually.
If you are still unable to scan the QR code, ask the staff to record your contact details for you.
You don't need to have the Service NSW app installed to use the Service NSW check in system. Look for the check-in Webform after scanning the QR code.
The Service NSW app works best on phones that are kept updated with the latest operating systems.
- Android version 6.x (Marshmallow) and higher
- iOS12 and higher
Lower versions of operating systems may no longer be supported.
If you're having trouble downloading and installing the app, try updating your phone software. Look in the phone settings to find information about software updates.
If you've never used a QR code before, take a look at our guide for first time users.
Records are not required for customers or visitors collecting takeaway items or dropping off goods.
Businesses can find out more about how and when to collect customer contact details.
Under the public health order, certain businesses, events and venues must collect and retain electronic records.
This forms part of their COVID-19 Safety Plan, which is mandatory for some businesses and recommended for others.
This is to assist NSW Health with contract tracing and prevent community transmission of COVID-19.
Business owners and venue operators must ensure the information they record is stored confidentially and securely and only used for the purpose of tracing COVID-19 infections. They must keep this information for at least 28 days.
If the business is going to use your details for marketing purposes (such as sending you emails) they must inform you clearly and obtain your consent.