Vax Help Hub

Frequently asked questions

  • How do I locate a COVID-19 Vaccine Clinic?

    To find a COVID-19 clinic in your area, please visit the Vaccine Clinic Finder.

  • How do I create an account?

    From the NSW Health Vaccination Portal home page, click ‘Create your account’. Complete the ‘Create your account’ form. Open the verification email sent to your inbox and click the ‘Verify email’ link. Once verified, you can return to the portal and login to enter your personal information and continue with your booking. Please note, when you log into the NSW Health Vaccination Portal, you will need to enter a 6-digit verification code in the two-step authentication screen. This will be sent to you by email or SMS each time you log into the portal.

    How do I reset my password?

    If you have forgotten your password, click on ‘Login’, and then choose ‘Forgot Password’ to reset it. If this doesn’t resolve your issue, please contact the NSW Health Vaccination Booking Support Service on 1800 57 11 55.

    I requested a password reset online but didn't use the link in time and I am now locked out.

    Please contact the NSW Health Vaccination Booking Support Service on 1800 57 11 55 and they can assist you with a password reset.

    Can I change the phone number linked to my account?

    You are unable to change the phone number linked to your account via the NSW Health Vaccination Portal. Please contact the NSW Health Vaccination Booking Support Service on 1800 57 11 55.

    I have received an SMS verification code for an account I have not created.

    Please be assured that no account can be set up without the user’s identification being verified by a two-step process. Your mobile number may have been entered by someone in error. Because you are not responding to this request for verification, no account will be set up in relation to your mobile number. If you are still concerned, please contact NSW Health Vaccination Booking Support Service on 1800 57 11 55.

    I have not received my two-factor authentication yet, what do I do?

    There might be a delay. If it has been more than an hour, please check your junk folder. You might have entered an incorrect email or mobile number and will need to start again. If an hour has passed and you’re still waiting, please contact the NSW Health Vaccination Booking Support Service on 1800 57 11 55.

    What’s the best device or browser to make a booking?

    You will be able to use any device to make a COVID-19 vaccination booking. However, the best display is on a laptop, followed by a tablet, then a mobile device. This is due to screen size/resolution.

  • The personal information section is not accepting my Medicare card number.

    Please check that the details on your Medicare are all up to date. The problem may be that they don’t match the information you are entering to create your account.

    If this is the case, you need to update your details with Medicare first. You can do this through the myGov website to access your Medicare online account or by calling the Medicare general enquiry line 132 011.

    If this isn’t the issue, please contact the NSW Health Vaccination Booking Support Service on 1800 57 11 55, for assistance. You must make sure your Medicare details are up to date before calling them or they will not be able to help you.

    If you are having difficulty entering your Medicare details, you can select 'No' where it asks if you have a Medicare card. You will still be able to make a booking however you will need to make sure you bring your Medicare card to your appointment so it can be entered by the vaccinator. This will enable your vaccination details to be uploaded to the Australian Immunisation Register. You will then be able to view and print your immunisation history to provide evidence of your vaccination from your Medicare account.

    You can learn more here via this Creating an account and booking an appointment factsheet. If you are booking with a booking code, you can learn more via this Creating an account and booking an appointment using a booking code factsheet.

    I only have one first name and am unable to book using the system.

    Please enter a blank space in the ‘First/Given’ name field and your actual name into the ‘Last/Family’ name field. You should now be able to register and book at your preferred clinic location, subject to booking availability. If this doesn’t resolve your issue, please contact the NSW Health Vaccination Booking Support Service on 1800 57 11 55.

    Do I need to have my Medicare details with me to book an appointment?

    You do not need to have your Medicare details to make a booking however you will need to make sure you bring your Medicare card to your appointment. This will enable your vaccination details to be uploaded to the Australian Immunisation Register. You will then be able to view and print your immunisation history to provide evidence of your vaccination from your Medicare account.

    If I don’t have a Medicare card, can I still get an appointment?

    If you do not have a Medicare card, or are not eligible for Medicare, you are still able to receive a free COVID-19 vaccination. Please select the ‘No’ button when it asks you if you have a Medicare card.

  • I received my Dose 1 vaccine out of state, how can I book my Dose 2?

    You can select to book a Dose 2 only appointment when making your appointment. However, you must indicate that you have received your Dose 1 on your ‘personal Information form' and provide the date of your Dose 1 vaccination. You will also need to bring evidence of your Dose 1 on the day of your Dose 2 vaccination.

    I am not able to get to a vaccination clinic. How can I get vaccinated?

    If you are not able to get to a vaccination clinic, please speak with your GP or other healthcare provider who can provide you with information on how you can get vaccinated.

    How often are appointments updated? Do they get updated if someone cancels an appointment?

    The system is updated if someone cancels an appointment. New appointments may also get added if more doses are received. We recommend checking regularly to see if new appointments are available.

    Can I pick my preferred vaccine type?

    You can pick your preferred vaccine if you haven’t already had Dose 1.

    Once you have created your account in the NSW Health Vaccination Portal, you will have the option to select your preferred vaccine.

    I’m booked in for my vaccination, but I want to change to another vaccine type. Can I do this?

    Yes. Please cancel your existing bookings first. Then on the homepage, please select ‘Edit your personal information’. You will be able to choose which vaccine type you prefer. Once you have selected your vaccine type, please continue to ‘book a new appointment’. You may be required to select a different clinic to your original location as some clinics don't offer certain vaccine types.

    How do I confirm my booking?

    You will receive an email and SMS (if you provided a mobile number) notification of your appointment, and an SMS reminder 24 hours before the appointment.

  • How do I know if my child is eligible for a COVID-19 vaccination?

    All children aged 5 – 11 years are eligible for two doses of a COVID-19 vaccination. The Australian Technical Advisory Group on Immunisation (ATAGI) recommends waiting 3 months since a confirmed COVID-19 infection before receiving your next recommended dose for Children aged 5 – 11.

    More information can be found via COVID-19 vaccination for children aged 5 - 11 years old site.

    If your child has underlying medical conditions, please seek advice from your doctor.

    How do I book my 5 – 11-year-old child in for their COVID-19 vaccinations?

    If you already have an account in the NSW Health Vaccination Portal you have the option to ‘Add a family member’ and to book on behalf of your child. You can leave the email/mobile for appointment confirmations and reminders blank which means notifications will go to you, or you can enter a different email/mobile and notifications will to go to them.

    Alternatively, you can create a new account for your child with their own email/mobile, but please note all notifications regarding their appointment will be sent to the contact details provided in that account.

    For children aged 5 – 11 years, consent is required from a parent or guardian at both the time of booking and at the appointment.

    Can I choose which type of COVID-19 vaccination my 5 – 11-year-old child will have?

    The Australian Technical Advisory Group on Immunisation (ATAGI) recommends vaccination with the paediatric Pfizer COVID-19 vaccine for all children aged 5 – 11 years old.

    The paediatric Pfizer COVID-19 vaccine is a new formulation of the Pfizer COVID-19 vaccine and has been provisionally approved for use in children aged 5 – 11 years old. More information can be found via ATAGI recommendations on Pfizer COVID-19 vaccine for children aged 5 to 11 years on the Australian Department of Health website.

    I have several children aged between 5 – 11 years of age. Can I book them in the same appointment slot?

    No. Each child will need to be individually booked for their COVID-19 vaccination, therefore a group booking is not possible.

    Please add each child as a family member to your account in the NSW Health Vaccination Portal and then you will be able to book your children’s appointments individually in available timeslots.

    How long is the interval between Dose 1 and Dose 2 for 5 – 11-year-old children?

    The Australian Technical Advisory Group on Immunisation (ATAGI) recommended dosing schedule for Paediatric Pfizer vaccinations for 5 – 11-year-old children is eight weeks apart.

    The interval can be shortened in special circumstances to a minimum of three weeks, such as in response to an outbreak, prior to the initiation of significant immunosuppression or international travel. More information can be found in the ATAGI recommendations on Pfizer COVID-19 vaccine for children aged 5 to 11 years .

    I need to reschedule or cancel my 5 – 11-year-old child’s COVID-19 vaccination appointment. How do I do this?

    You can cancel or reschedule your child’s appointments online via the NSW Health Vaccination Portal if:

    • Your child has completed their Dose 1 appointment and you want to cancel their scheduled Dose 2 appointment.
    • Your child has scheduled a Dose 2 only appointment.
    • Your child has scheduled both Dose 1 and Dose 2 appointments, you can cancel both appointments together.

    You can do this by logging into your account then clicking on ‘Manage appointment’ under ‘My family members' upcoming appointments’.

    Please note that you are unable to cancel a Dose 2 appointment when there is a Dose 1 appointment still scheduled; both appointments must be cancelled together.

  • I want to book an appointment on behalf of someone else. How do I do this?

    You can book on behalf of a family member if you have their details including Medicare card and details of their previous COVID-19 vaccinations. However, you must book each person separately once you have created an account in the NSW Health Vaccination Portal for yourself. Once you’ve created your account, you’ll have the option to ‘Add a family member’ and to book on behalf of them. You can enter a different email/mobile for appointment confirmations and reminders to go to them, or you can leave it blank which means notifications will go to you.

    If you don’t have an email and mobile number, you can use please ring the NSW Health Vaccination Booking Support Service on 1800 57 11 55.

    You can learn more here via this Booking an appointment on behalf of another adult family member using your existing account factsheet.

    Can I book on behalf of someone else who is not a family member?

    You can book on behalf of another adult who isn’t a family member if they are unable to book themselves and have given you their consent to do so.

    I am a guardian/parent, can I attend my child’s vaccine appointment?

    If your child is under 16, they must have a parent or guardian attend their appointment to confirm consent for the vaccination. If the parent or guardian is unable to attend, you can nominate another adult who is aged 18 years or older to attend the appointment with your child. To nominate another person to accompany your child to their appointment, log onto the NSW Health Vaccination Portal. Under ‘I will be attending the appointment with the person named above’, select ‘No’. You will then be prompted to give the details of the person who will be attending the appointment with your child.

  • Why can't I just book for Dose 1?

    When booking Dose 1, you will need to book Dose 2 to ensure they are both administered within the recommended time frame. It is not possible to only book a Dose 1 appointment.

    I missed my first appointment; can I use my Dose 2 booking as my first?

    If you have missed your Dose 1 appointment, you will be notified that both appointments have been cancelled and you will need to reschedule for both doses. You can do this by logging back into your account on the NSW Health Vaccination Portal and selecting a new appointment. You won’t be able to change your type of vaccination.

    I've missed my appointment. How do I book another appointment?

    If you have missed your Dose 2 appointment you will need to reschedule via the NSW Health Vaccination Portal. Log in to your account and then click on Manage appointment under Upcoming appointments. If you need help with this, please call the NSW Health Vaccination Booking Support Service on 1800 57 11 55 to re-book.

    Can I cancel or change my bookings online without having to call the support line?

    You can cancel or reschedule your appointments online via the NSW Health Vaccination Portal. Log in to your account and then click on Manage appointment under Upcoming appointments. If you have any difficulties, contact the NSW Health Vaccination Booking Support Service on 1800 57 11 55.

    Can I change to another clinic location without having to register all over again?

    You can change to another clinic that provides the same vaccine with the same dose intervals using your existing account. To change your appointment location, log into the NSW Health Vaccination Portal and click on ‘Manage appointment’ under ‘Upcoming appointments’. Alternatively, please contact NSW Health Vaccination Booking Support Service on 1800 57 11 55.

    Why was my appointment cancelled when I didn’t request it to be cancelled?

    We apologise for the inconvenience. This cancellation could be due to a variety of reasons. Please contact the NSW Health Vaccination Booking Support Service on 1800 57 11 55 to book in for a new COVID-19 vaccination appointment.

    How do I change the vaccine type I will receive due to medical recommendations by my GP?

    Please contact the NSW Health Vaccination Booking Support Service on 1800 57 11 55. They can book your Dose 2 appointment with a different vaccine.

    How do I change my vaccine site?

    Please log in to your account on the NSW Health Vaccination Portal, select ‘Reschedule my appointment’ and choose a new site from the available options.

  • How do I get proof for my COVID-19 vaccination?

    Your COVID-19 vaccination record is uploaded to the Australian Immunisation Register. There are several ways to obtain proof of your COVID-19 vaccination. For more information, please visit Proof of COVID-19 vaccination (PDF).

    Will my COVID-19 vaccine certificate show if I’ve had my booster shot/s?

    You can choose to update your digital certificate to display all the COVID-19 vaccine doses you’ve had, including booster doses. For more information, please visit Proof of COVID-19 vaccination (PDF).

  • What is the difference between Dose 3 and a Booster vaccination?

    Dose 3 is specifically for individuals who are immunocompromised and aged 12 years and over. The recommended interval for Dose 3 vaccination is from two months after receiving Dose 2. More information for individuals who are immunocompromised can be found via the ATAGI recommendations on Dose 3 for individuals who are immunocompromised.

    A Pfizer Booster vaccination is available for individuals aged 16 years and over or If you are 12 to 15 years with a disability with significant or complex health needs OR complex and/or multiple health conditions, book your booster dose 3 months after your second vaccination (Dose 2). If you are immunocompromised and over 12 years: book your booster (dose 4) 3 months after your third primary dose (dose 3).

    A Moderna Booster vaccination is available for individuals aged 18 years and over, and your Dose 2 was three months ago. For individuals who are immunocompromised and aged 16 years and over, a Booster dose is recommended at least three months after Dose 3.

    You can check when you received your Dose 2 by looking at your immunisation history statement or COVID-19 vaccination certificate.

    I’m immunocompromised. When should I get my Dose 3 and/or Booster vaccination?

    If you are immunocompromised and over five years of age, the recommended interval for your Dose 3 vaccination is from two months after receiving Dose 2.

    If you are immunocompromised and 12 years and over, the recommended interval for your Booster vaccination is three months after your Dose 3.

    More information for individuals who are immunocompromised can be found via the ATAGI recommendations on Dose 3 for individuals who are immunocompromised.

    You will need to bring proof of your COVID-19 vaccinations, such as your COVID-19 vaccination certificate.

    Please consult with your local GP if you are unsure when you should receive your Dose 3 or Booster vaccination.

    I’m immunocompromised. When should I get my Booster 2 vaccination?

    If you’re immunocompromised, you can receive your Booster 2 vaccination if you are aged 16 and over, it has been four months since your first Booster, and you have not had COVID-19 in the last three months.

    More information on Booster 2 eligibility can be found via the ATAGI recommendations on the Winter Booster site.

    I’m not immunocompromised. When should I get my Booster 1 vaccination?

    If you are not immunocompromised, you can get your Booster 1 vaccination:

    • If you don’t have a compromised immune system, and you are 16 years or older, your Booster is recommended three months after Dose 2.
    • If you don’t have a compromised immune system, and you are 12 to 15 years with a disability with significant or complex health needs, or complex and/or multiple health conditions, your Booster is recommended three months after Dose 2.
    • If you do have a compromised immune system, and you are 5 years or older, your Dose 3 is recommended two months after Dose 2. Then, if you are 12 years or older, you can book your Booster for Immunocompromised three months after Dose 3.

    You can check when you received Dose 2 by looking at your immunisation history statement or COVID-19 vaccination certificate.

    Getting the Booster vaccination is not mandatory, but it will strengthen your immune system and help maintain a high level of protection against serious illness from the COVID-19 virus.

    Please consult with your local GP if you are unsure when you should receive your Booster vaccination.

    I’m not immunocompromised. When should I get my Booster 2 vaccination?

    If you are NOT immunocompromised, you can receive your Booster 2 vaccination it has been three months since your Booster 1 and you have not had COVID-19 in this time, or if you have had your Booster 1, it has been over three months since you have had COVID-19, AND:

    • You are 30 years or older, or
    • a resident of an aged care or a disability care facility, and 16 years or older, or
    • 16 years or older with a medical condition that increases the risk of severe COVID-19 illness, or
    • 16 years or older with a disability, significant or complex health needs, or multiple comorbidities which increase the risk of a poor outcome.
    • If you do have a compromised immune system, you are 16 years or older.

    More information on Booster 2 eligibility can be found via the ATAGI recommendations on the Winter Booster site.

    Should I delay my Booster if I have had COVID-19?

    Australian Technical Advisory Group on Immunisation (ATAGI) recommends waiting three months after a confirmed COVID-19 infection, then getting your next recommended dose as soon as possible. Boosters can strengthen your protection up to 95% against serious illness. More information can be found at the NSW Health - Booster Vaccination site.

    Do I need to get the same vaccine for my Dose 3 or Booster shot that I received for Dose 1 and Dose 2?

    You can choose any available vaccine type for your Dose 3 or Booster vaccination. However, you will only be able to book the Pfizer or Moderna vaccines via the NSW Health Vaccination Portal. If you would like to book another type of vaccination, please contact your local GP.

    Do I need to get the same vaccine for my Booster 2 shot that I received for my first Booster?

    You can choose any available vaccine type for your Booster 2 vaccination. However, you will only be able to book the Pfizer or Moderna vaccines via the NSW Health Vaccination Portal. If you would like to book another type of vaccination, please contact your local GP.

    How do I book my Dose 3, my Booster or my Booster 2 vaccination appointments?

    It depends on how you booked your previous appointments:

    If you completed your previous appointments via the NSW Health Vaccination Portal, please log in to your account, select ‘Enter your personal information’. Here, you will need to complete the Booster or Dose 3 details section. Once provided, your age and/or your previous dose or booster history will assist us to provide you with vaccine options and the appointment times that are available to you for your next dose or Booster.

    If you completed your Dose 1, Dose 2 or first Booster appointments with another healthcare provider, you will need to create an account, enter your personal information including the Vaccination history and the Booster or Dose 3 details sections, then you will be able to book your Booster or Dose 3 vaccination appointment.

    If you completed your Dose 1 appointment via the NSW Health Vaccination Portal, but you completed your Dose 2 vaccination with another healthcare provider, you will need to call the NSW Health Vaccination Booking Support Service on 1800 57 11 55 to book your Booster or Dose 3 vaccination appointment.

    To book a Booster 2 appointment you will also need to confirm your eligibility on the personal information form in the dropdown provided. Information concerning the criteria for Booster 2 is also available in this form

    Can I choose which vaccine I get for my Dose 3/Booster or Booster 2 shot?

    For a Booster dose, you can choose from either the Pfizer or Moderna vaccines, regardless of the type of vaccine you received for your Dose 1, Dose 2 or first Booster. For Dose 3, which is for people who are immunocompromised, only Pfizer is recommended as your vaccine type.

    From the NSW Health Vaccination Portal home page, please select ‘Edit your personal information’ and under the dropdown menu ‘Which vaccine will you like?’ you can choose which vaccine you would like to receive for Dose 3/Booster or Booster 2.

    My COVID-19 vaccine type is not in the drop-down menu when asked to provide details about my previous Dose 1, Dose 2 or Booster vaccinations. What should I do?

    If you have received your Dose 1, Dose 2 or Booster vaccination and the vaccine type is not listed in the drop-down menu, please speak to your GP.

    I was vaccinated overseas but when trying to book my Booster 1 or Booster 2, I can't select my previous vaccine type. What do I do?

    If you do not see the vaccination type you received for your original doses, you are unable to book your booster via the NSW Health Vaccination Portal. Please speak with your GP or health professional.