Check in and keep track of where you have been

Provide your name and contact details at businesses, venues and events. Follow the check-in instructions to help make contact tracing quick and efficient. You may also be required to show proof of your COVID-19 vaccination.

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Add your COVID-19 digital certificate to the Service NSW app

You can now add your COVID-19 digital certificate to the Service NSW app. This will allow you to quickly check-in and show proof of vaccination wherever it’s required.

Find out more

Stay safe and follow the rules

When you check-in at businesses and venues, it helps contact tracers tell you if you are a contact of a confirmed COVID-19 case. You will be contacted and advised on what you need to do.

Help support NSW businesses during COVID-19 by doing the right thing:

  • be prepared to provide your contact details if required
  • make sure the contact details you provide are correct
  • be prepared to show your proof of COVID-19 vaccination if required
  • wear a face mask in businesses and venues if required
  • stay home if you are unwell and get tested even if you have the mildest of symptoms.

Get the Service NSW app

Service NSW App

Service NSW

You can check in to COVID Safe businesses who are using their NSW Government QR Code, via the Service NSW app.

Check-in rules when entering a premises

When you visit businesses, venues and events in NSW, you may need to check in and show proof of your COVID-19 vaccination.

It is your responsibility to follow the instructions when checking in.

Many businesses are required by law to collect your details (name, phone number and/or email) to assist NSW Health with contact tracing and to check proof of your COVID-19 vaccination.

Businesses, venues and events that use Service NSW check-in system will display a poster with a NSW Government QR code. 

Entering a multi-tenancy premises

  • If you visit a shopping centre or multi-tenancy premises, you are required to check in on entry.
  • While you are in the shopping centre or multi-tenancy premises, if you visit any of these premises, you need to check-in at each of these premises, every time you enter. 
  • There are some multi-tenancy premises where check is only required on entry. If you are entering premises not listed, then you do not need to check in at these premises (for example, if you are a patient entering a health or medical facility). It is sufficient to check in on entry to the building. 

What is the Service NSW app?

Hospitality venues (pubs, clubs, cafes and restaurants) and hairdressers are required to use the Service NSW check-in system. Other types of businesses can also choose to use this system.

The Service NSW check-in system uses QR codes. You can scan these QR codes with your phone using the Service NSW app.  If your phone can’t read QR codes, or you’re otherwise unable to access the Service NSW system, the business must record your contact details by an alternative method.

You can also add your COVID-19 proof of vaccination digital certificate to the Service NSW app. The certificate is only stored on your phone or mobile device and there are controls to ensure your privacy is protected.

Service NSW provides more detailed information and FAQs about COVID Safe Check-in.


How to check in using the Service NSW app

Find the check-in poster and QR code

The poster will be displayed at the entry to businesses and other places you visit.

Scan the QR code on the poster

Scan the QR code with your phone camera – the app's check-in page will automatically open.

Confirm your contact details

Add details for any dependants.

Tap ‘Check in’.

To complete the check in process you need to tap the red 'Check in' button. 

You will receive an on screen confirmation message that your check in was successful. 

Confirm check-in and proof of vaccination if required with a staff member

Your check-in is complete. Show the confirmation message to a staff member. You may also be required to show proof of your COVID-19 vaccination. 

Checking out

Checking out at the end of your visit can help improve the accuracy of contact tracing.

However, you don't have to check out.

To check out:

  1. open the Service NSW app
  2. go to COVID Safe Check-in
  3. tap the Recent tab
  4. select the time you left the premises and tap 'Check out'.

Get reminder notifications to check out

You can choose to get a reminder to check out of a venue. In the Service NSW app

  • go to Notification Preferences and select Check Out Reminders.

You can also allow these reminder notifications in your phone settings. Under Settings

  • go to Notifications, open the Service NSW app and select Allow Notifications.

Checking in for someone else

If you are with anyone who is unable to check in themselves,  due to age, disability or language barriers, you can check in on their behalf using either:

  • the ‘Dependants’ option on the Service NSW app
  • the alternative check-in option provided by the venue.

Alternatives to checking in without the Service NSW app

Service NSW Web form

You can use the Service NSW webform if you do not have the Service NSW app on your phone:

  1. Scan the location's QR code
  2. If you don't have the app on your phone, you will be taken to the Service NSW webform.
  3. Tap the red 'Webform' button and enter your contact details into the webform.
  4. Add dependants (if applicable).
  5. Select 'Check in'.
  6. A confirmation will appear on your screen when you’ve successfully checked in.

You may also be required to show proof of your COVID-19 vaccination.

If you would like to install the Service NSW app it will take a few minutes to set up. Once installed, follow the Service NSW app check-in process.

Download the Service NSW app.

COVID-19 check-in card

The COVID-19 check-in card provides a quicker, alternative digital check-in method if you don't have a smartphone.

The COVID-19 check-in card is a hard copy card with a secure, unique QR code that contains a customer’s registered contact details, including name and phone number.

You may also be required to show proof of your COVID-19 vaccination.

How does the COVID-19 check-in card work?

You can register for a COVID-19 check-in card by contacting Service NSW.

When you arrive at a business, you can present your card and have it scanned by a business as an alternative digital check-in method.

When a business scans the QR code on the card, your registered contact details automatically populate in the unique Service NSW business online webform.

Your check-in information is directly available for NSW Health’s contact tracing team in the event of a positive COVID-19 case.

Learn more about the COVID-19 check-in card.

No phone? No problem

If you don’t have a phone, or you’re unable to use yours for some reason, the venue can record your details on their own electronic system. 

If there is no way to record your details electronically, such as if the internet is not available, the venue can still record your contact details on paper. They must transfer the details to an electronic system as soon as possible.

Venues must delete all records (electronic and paper) after 28 days if not required for contact tracing.

You may also be required to show proof of your COVID-19 vaccination.

Business owners can find out more about their record keeping obligations.

Don't forget to check out

If you have checked in using the Service NSW app, you can check out at the end of your visit.

Checking out at the end of your visit can help improve the accuracy of contact tracing.

However, you do not have to check out.

To check out:

  1. open the Service NSW app
  2. go to COVID Safe Check-in
  3. tap the Recent tab
  4. select the time you left the premises and tap 'Check out'.

Get reminder notifications to check out

You can choose to get a reminder to check out of a venue after two hours.  In the Service NSW app

  • go to Notification Preferences and select Check Out Reminders.

You can also allow these reminder notifications in your phone settings. Under Settings

  • go to Notifications, open the Service NSW app and select Allow Notifications.

Problems checking in

System not working or internet outage

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 a staff member to take your contact details.

You may also be required to show proof of your COVID-19 vaccination.

Not a NSW Government QR Code

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 (or the camera 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.

You may also be required to show proof of your COVID-19 vaccination.

QR code not working with your camera

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 by using 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 may also be required to show proof of your COVID-19 vaccination.

Can't download the Service NSW app

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.

Privacy and your personal information

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.

Read the Service NSW Privacy Policy to find out how the personal information you enter into the Service NSW app will be managed. 

 

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