Frequently Asked Questions

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.

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

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.

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.

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.

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]

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.

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. 

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

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

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

1. Clear browser cache.
2. Open the Portal https://apps.planningportal.nsw.gov.au/prweb/PRAuth/PlanningSSO
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.

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.

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.

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

Call 1300 305 695 or email [email protected].