Skip to main content
Image of white cards, top one has a large black question mark

Help and Training

Frequently Asked Questions

You can find all frequently asked questions for the NSW Planning Portal here

The NSW Planning Portal has digitised the planning process for a wide-range of users across the state.

Families, home builders, project developers, certifiers, government agencies and of course council staff members all use the Portal every day, and while everybody’s needs will be different, some queries are common to a range of user groups.

Here are some of the most frequently asked questions by users about registering for and using the basic elements of the Portal.

I am getting an error message when I try to log in to the Portal, what should I do?

If you are having trouble logging in, sometimes the solution can be as easy as clearing the cache. The NSW Planning Portal works best in Google Chrome, so if you are using a different browser, perhaps switch to Chrome.

My verification link has expired. Can you please resend the link?

The verification link in the Planning Portal account validation email remains active for 24 hours. If you are unable to validate your account within this time period, you will need to re-create your account

How do I reset my Planning Portal account password and are there any important password requirements?

To reset your password you will need to first open the NSW Planning Portal. If possible, open it in Google Chrome as the Portal runs best in this browser.

Next, please select the ‘Forgot password’ hyperlink on the Login page.

You will be asked to input the email address for the Planning Portal account and click submit. You will then be sent a verification code.

If you have an account, an email will be sent to your registered address and you should receive a code. Enter this code into the reset password screen.

You will next be prompted to input a new password.

Remember, for all passwords, the following requirements apply:

  • It must be at least eight characters long
  • It must have a maximum of 16 characters
  • Passwords can’t contain parts of the email address that exceeds two consecutive characters
  • It must contain three of the following:
    • Uppercase letters (A through Z)
    • Lowercase letters (a through z)
    • Numbers (0 through 9)
    • The following non-alphabetic characters: ~! @ # $ % ^ & * ( ) _ + - = { } [ ] | \ : ; “ ‘ < > ? , . /

If your password is accepted, you will now be able to re-login to our account.

I have created a Planning Portal account, but I have not received the validation email. What should I do?

When you create a Planning Portal account, the system will automatically send you a validation email. This will be sent from email address [email protected] . If it is not in your inbox, please check your junk or spam email folders.

We are unable to resend the validation email. If it is not received, please add the email address [email protected] to your contact list and register once again.

How do I pay NSW Planning Portal Service fees?

In accordance with the NSW Environmental Planning and Assessment Regulation 2000, applicants are required to pay a digital application processing fee for certain planning applications and certificates.

A full list of fees can be found on the NSW Planning Portal Service Fees page.

To pay your fees:

  1. Log in to the NSW Planning Portal
  2. Open the application in your Active or Completed Work
  3. Click 'Pay now' and follow the on-screen instructions to make your payment.

What is the best internet browser and device to use for the Planning Portal?

To use the Planning Portal you will need to be connected to a reliable internet connection as it is a web-based tool.

To view the Portal in the best possible way, it is recommended to use Google Chrome version 66.0 or higher.

Other browsers that support the NSW Planning Portal are:

  • Safari
  • Mozilla firefox
  • Microsoft Edge 44.0
  • Internet Explorer 11 (Please note, versions lower than IE11 are not supported with the NSW Planning Portal. Microsoft will be shutting down IE 11 and lower versions in 2022.

You can now view the Planning Portal on the following compatible mobile devices, but most services are optimally viewed on a desktop browser:

  • Google Android OS devices
  • Apple OS devices
  • Windows OS devices (Microsoft Edge)

If you are having trouble accessing the NSW Planning Portal please contact ServiceNSW on 13 77 88 or email [email protected]

How do I provide feedback on the Planning Portal?

Please use the feedback widget located on the right-hand side of the homepage to leave your feedback on the Planning Portal. 

If you would like a response, please ensure that you provide your contact details.

How do I adjust the screen for accessibility?

The Planning Portal has features to increase accessibility on the website including High Contrast and the ability to change the text size.

To change your display to high contrast, click the ‘High Contrast’ button at the top of the page to the left of the search bar. 

Can I submit an online application through the Portal for any service to any council?

You are only able to submit an application through the Portal if your property is within a local government area that has signed up to use the service. You can search our service pages to find information about which councils are using the services, but the best advice is to contact your local council directly and ask directly

How come I can’t enter my address in my application?

When you enter an address it will be validated against the registered address database. You must select an address from the list. When selecting a registered address, a map will display on the right-hand side of the screen with site information including the relevant local government area (LGA) on the left.

If you cannot locate the address by searching you may select the ‘Address did not display?’ checkbox and enter the details manually. This will disable the predictive text feature and map functionality

I’ve tried, but I can’t log in to the NSW Planning Portal. What should I do?

If you are experiencing issues logging in, we recommend the following steps:

  1. Clear browser cache.
  2. Open the Portal
  3. in Google Chrome if possible as the Portal runs best in this browser.
  4. Click on ‘forgot password?’.
  5. Enter your email address and click submit to send the verification code. An email will be sent to you IF you have an account.
  6. A code will be sent your email account. Enter this code into the reset password screen.
  7. Reset password.
  8. Re-login again.

I have created an account, but I cannot access my application. What should I do?

In many cases, the issue here is that the person who received the email is the owner/applicant, but they are not the creator of the application.

Cases can only be accessed in the Portal by the creator.

The best option is to talk to the person who created the case on your behalf in the Portal (possibly your architect or a town planner) and ask them what is required of you.

Why did I receive an email telling me my application would be cancelled in 7 days?

DAs and CDCs are cancelled after 28 days of inactivity. If you would like to retain your application, please complete an edit to keep it active.

Alternatively, you can let the case expire. When you are ready to proceed you can select the button in the top right of your case which says ‘copy to new application’ which will copy across all information you had previously entered.

I’ve tried, but I still can’t register an account with the Portal. Who can I call?

If you were unable to find the answer on these pages, please contact ServiceNSW for assistance.

Call 1300 305 695 or email [email protected].


Further questions or assistance

Above are the most common questions regarding use of the NSW Planning Portal.

If you have further questions about registering an account, we have a quick reference guide which provides a step-by-step guide to the process.

QRG: Registering for the NSW Planning Portal

If your question is specific to a specific service or planning process – for example, a CDC, a DA, or a Concurrence and Referral -  it is recommended you review our vast range of quick reference guides and other resources, available to suit your needs.

You can choose from:

If you still require assistance using the Planning Portal, and you were unable to find the answer on these pages, please contact ServiceNSW for assistance.

Call 1300 305 695 or email inf[email protected].