ServiceWA app: Frequently asked questions

Guidance
Frequently asked questions about the ServiceWA app.

Your ServiceWA app questions answered

The ServiceWA app is a mobile application provided by the WA Government to help connect with WA State Government services. 

The app currently allows you to activate and access the following WA Government services in one place:

  • FuelWatch - available to find the best fuel price deal across WA via their interactive map.
  • Import your COVID-19 digital certificate – for secure presentation of your proof of vaccination or exemption on demand.
  • SafeWA – for individuals using the app to check in. Please note, it is not a mandated requirement to check in at businesses and venues, as part of WA’s public health and social measures.

To see the step-by-step guides and videos to setting up the ServiceWA app, check out the support pages.

How old do you need to be to use the ServiceWA app?

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You must be at least 16 years old to use the ServiceWA app.

What mobile device can I use to access the ServiceWA app?

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It is recommended that the ServiceWA app be installed on devices running the following operating systems:

  • Android version 10 or higher
  • iOS 14 or higher

How do I install the ServiceWA app?

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To use the ServiceWA app you will need to download the ServiceWA app. 

  • If you are using an Apple device you will visit the Apple App Store.
  • If you are using an Android device you will visit Google Play.

Search ServiceWA in your app store and download the ServiceWA app.

How do I install the myGovID app?

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To log in to the ServiceWA app you will need to set up a Digital Identity using the myGovID app. To do this you will first need to download the myGovID app. 

  • If you are using an Apple device you will visit the Apple App Store.
  • If you are using an Android device you will visit Google Play.

Search myGovID in your app store and download the myGovID app. Once downloaded you’ll need to set up your myGovID. Find out how at https://www.mygovid.gov.au/set-up.

How do I install the Express Plus Medicare app?

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One way of accessing your COVID-19 digital certificate and sharing it with the ServiceWA app is through the Express Plus Medicare app. If you wish to access your COVID-19 digital certificate through the Express Plus Medicare app, you will need to download it.

  • If you are using an Apple device you will visit the Apple App Store.
  • If you are using an Android device you will visit Google Play.

Search Express Plus Medicare in your app store and download the Express Plus Medicare app.

How long does it take to get set up to use the ServiceWA app?

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Approximately 30 minutes.

Is it compulsory to use the ServiceWA app?

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No. Using the ServiceWA app is not mandatory - but it is encouraged.

What is in the Inbox?

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The inbox module contains messages sent to you from ServiceWA. The message will show the date and time that it was delivered.

If you have previously read the message, it will display the word Read with a tick next to it.

How do I know if I have a message in my Inbox?

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If you have a new message in your inbox, the inbox icon on the bottom right of the navigation bar will display a red notification dot.

Can I send messages using the inbox?

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No, you cannot ask questions or send messages from the inbox. The inbox function is used to send you important information.

What is the Services module in the ServiceWA app?

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The Services module is a list of commonly accessed WA Government services which can be accessed from the ServiceWA app.

By tapping on a WA Government service, you will be taken to the WA Government website where you can find out more about the service that you are interested in.

What information does the ServiceWA app collect about me?

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The ServiceWA app collects your name, date of birth, email address and mobile phone number. 

In addition, if you link your COVID-19 digital certificate to the ServiceWA app, the WA Government collects and stores your COVID-19 digital certificate information. Other people who have access to your device may also be able to view your certificate.

How is the personal information that I provide the ServiceWA app used by the WA Government?

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The WA Government uses your personal information to:

  • determine if your identity is verified
  • provide you with services that you activate through the app
  • send you inbox messages in the ServiceWA app from WA Government bodies.

Your information may also be used to:

  • respond to your comments and questions
  • resolve your support incidents
  • send you related information.

The WA Government also uses your personal information to support, maintain, protect and improve Optional Services, including by:

  • understanding and enhancing your experience of the Optional Services
  • protecting, investigating and deterring fraudulent, unauthorised or illegal activity.

Your personal information is not sold or shared for commercial purposes.

More information about your SafeWA information is in the SafeWA Privacy Policy (external link). More information about your G2G Pass information is in the G2G Suite Privacy Policy (external link).

How is my vaccination information used by the WA Government?

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The ServiceWA app will check that the name and date of birth on your COVID-19 digital certificate is the same as the name and date of birth attached to your Digital Identity (such as myGovID). This is to check that the correct COVID-19 digital certificate is linked to your account.

In addition, if you enable your COVID-19 digital certificate in SafeWA or G2G Pass, they will use your vaccination information:

  • SafeWA uses the information on the certificate to show your vaccination information on your device's screen, if you choose to display it.
  • G2G Pass informs the WA Police Force of your COVID-19 vaccination status. WA Police use your vaccination status for COVID-19 emergency management purposes (for example, checking if you meet requirements for entry into Western Australia) and limited other purposes.

Information collected using the ServiceWA app may be disclosed to, and used by:

  • authorities with powers and responsibilities in relation to COVID-19 (and those helping them) such as the State Emergency Coordinator, the Chief Health Officer and other authorities for the purpose of overseeing and managing WA's COVID-19 response)
  • Services Australia to prevent, or otherwise in connection with any investigation in relation to, fraud or misuse of COVID-19 digital certificates
  • those to whom the WA Government is required or authorised (by law) disclose your information (e.g. a court or tribunal, or another government body)
  • the WA Government's other service providers for the purpose of assisting the WA Government to operate, manage, use and improve ServiceWA.

For more information please review the Privacy Policy.

How long does SafeWA store my data for?

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SafeWA data is only stored for 28 days and is only used by WA Health for COVID-19 contact tracing purposes if required.

For more information please review the Privacy Policy (external link).

Is the ServiceWA app secure?

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ServiceWA uses your Digital Identity. To help protect your identity and to stop other people from accessing your personal information, Digital Identity uses encryption and cryptographic technology along with the security features already in your device. These include touch ID, face ID and passwords. The security features already in your device are used for your convenience and the information is not shared with government.

I can’t download ServiceWA because my mobile device or software isn’t compatible, what can I do?

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Some users may not be able to set up the ServiceWA app due to having an older mobile device or older software. If you can’t download ServiceWA you can continue to use the existing SafeWA app and G2G Pass separately and provide an alternative means of proof of vaccination.

Page reviewed 4 June 2022