Troubleshooting common issues

Log into BCNSW eCert

One-time passcode (OTP) is delayed

If your code is slow to arrive:

• Check your junk or spam folders.
• Add dontreply_bcnsw@customerservice.nsw.gov.au to your Safe Senders list.
• Check your internet connection. Slow or unstable connections can delay emails.
• Do not request multiple codes. Only the most recent code will work.

If you still have trouble logging in, contact us for BCNSW eCert portal support.

Autofill is entering the wrong information

Your web browser may have settings that automatically fill in fields based on information you have previously entered. This is a common issue if you are using a shared device.

This includes browsers such as Google Chrome. Apple Safari, Microsoft Edge and Mozilla Firefox.

The autofill setting may save names, addresses, phone numbers and email addresses.

What you might see when filling out text boxes

• Fields fill with saved details.
• Information appears that you did not intend to enter.
• Old or incorrect details appear in multiple fields.

What you can try to do

Before saving or submitting any forms:

• Review all fields carefully.
• Correct any pre-filled information.
• Confirm all details are accurate.

Optional: Turn off or change autofill

To adjust your autofill settings:

1. Open your browser settings or preferences.
2. Look for autofill, forms and passwords.
3. Update or disable autofill.

Settings vary by browser and device. Check your browser help page or contact your work IT support if the device is provided to you for work purposes.

Address search or manual entry is not working

If you are using address search

• Type the address slowly. Enter it too quickly may prevent the system from recognising it.
• Check spelling
• Clear your browser cookies, cache or saved address data if the field auto-populates with an old address.
• Building names may not appear in the results. Try using the street address rather than a building name.

If your are entering the address manually.

You will need to enter the Lot and DP or SP number. These information can be located on:

• The customer's most recent rates notice.
• The NSW Planning Portal spatial viewer.