Service NSW app struggling to handle pressure as thousands try to link vaccine proof

Anton NilssonNCA NewsWire
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Camera IconNot Supplied Credit: News Corp Australia

NSW’s new vaccine passport has gotten off to a rocky start.

Service NSW has apologised to users who experienced technical issues on Friday while trying to get the new vaccine proof on their phones.

The system struggled to handle the pressure from hundreds of thousands of users updating their apps in a single day.

“More than 300,000 customers have successfully integrated their Covid-19 digital certificate onto the Service NSW app since the program went live last night,” a Service NSW spokesman said.

“The high levels of demand has resulted in some customers experiencing difficulty completing the integration today.

“A system update has been completed to manage the increased demand, with Service NSW monitoring the integration.

Camera IconThe app is supposed to allow people to prove their vaccination status while checking into a venue with a QR code. Damian Shaw / NCA NewsWire Credit: News Corp Australia

The state government agency announced on Friday users would be able to link their federal vaccination proof to the app, so that a person’s jab status can be shown at the same time as they check into a venue with a QR code.

Some have had trouble updating their app, while others simply can’t get the vaccine proof to show up.

The Service NSW social media team has been busy responding to requests for help from frustrated users for much of the day, variously telling people to wait “a few minutes” and try again, asking the federal counterpart Services Australia for assistance, or simply sticking with another form of vaccine proof for now.

“You can continue to use your digital Covid vaccination certificate through the MyGov or Express Plus Medicare app,” one Twitter user was told by Service NSW.

The NSW agency, which refers to citizens as “customers”, has come under criticism for failing to roll out the vaccine proof in time for the state’s reopening, leaving people to rely on documentation from the federal government instead.

“Service NSW apologises to the customers experiencing difficulty and asks them to try again later today or to contact Service NSW on 13 77 88 for assistance,” the spokesman said.

Originally published as Service NSW app struggling to handle pressure as thousands try to link vaccine proof

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