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COVIDSafe app help

COVIDSafe logo

COVIDSafe app help

For troubleshooting and answers to your questions about the COVIDSafe app, you can use our online help any time, email us, or call our helpline.

support [at] covidsafe.gov.au

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About the app

The COVIDSafe app is part of our work to slow the spread of COVID-19. Having confidence we can find and contain outbreaks quickly will mean governments can ease restrictions while still keeping Australians safe.

The new COVIDSafe app is completely voluntary. Downloading the app is something you can do to protect you, your family and friends and save the lives of other Australians. The more Australians connect to the COVIDSafe app, the quicker we can find the virus.

The COVIDSafe app is now available in Arabic, Simplified and Traditional Chinese, Korean and Vietnamese.

Translated information

Information about COVID-19 and the COVIDSafe app is available in other languages: 
Videos on how to download COVIDSafe
User guide to download the COVIDSafe app
Fact sheet on COVIDSafe
COVIDSafe privacy policy 
General information on COVID-19

Resources — COVIDSafe app

Watch this video about how to use the app.

coronavirus-COVIDSafe-explainervideo-howitworks
1:30
Read transcript

Our path back depends on three critical things before restrictions can be eased.

Further increasing testing to make sure we can identify people who have coronavirus, even if they’re not showing symptoms.

More rapid health response teams to quickly stop out-breaks.

And the new COVIDSafe app that lets people know quickly if someone they’ve had contact with has tested positive for Coronavirus.

The Government, health workers, and scientists are all playing their part and they need your help.

The more people who download the app, the fewer places the virus will have to hide.

Keeping you, your family and your community safer.

Here’s how it works.

Using the same Bluetooth technology that searches if your headphones or car are nearby, your mobile phone securely and anonymously takes note of other app users you come in contact with.

This information is encrypted and stored locally on your phone.

If someone you have been near in the past 21 days later tests positive for Coronavirus, health workers can contact you quickly and let you know what steps you will need to take to keep yourself, and those around you safe.

It’s a necessary part of the plan to ease restrictions by making sure we can get on top of any outbreaks quickly when we start going about our day-to-day lives again.

The app can be downloaded easily by searching COVIDSafe in your app store or by visiting health.gov.au for more information.

Thank you Australia for helping to stop the spread and save lives.

Authorised by the Chief Medical Officer, Canberra.

COVIDSafe app campaign resources

A collection of COVIDSafe app campaign resources that provide information about the app and how to use it, including images you can share on social media.

What COVIDSafe is for

The COVIDSafe app helps find close contacts of COVID-19 cases. The app helps state and territory health officials to quickly contact people who may have been exposed to COVID-19.

The COVIDSafe app speeds up the current manual process of finding people who have been in close contact with someone with COVID-19. This means you’ll be contacted more quickly if you are at risk. This reduces the chances of you passing on the virus to your family, friends and other people in the community.

State and territory health officials can only access app information if someone tests positive and agrees to the information in their phone being uploaded. The health officials can only use the app information to help alert those who may need to quarantine or get tested.

The COVIDSafe app is the only contact trace app approved by the Australian Government.

How COVIDSafe works

When you download the app you provide your name, mobile number, and postcode and select your age range (see Privacy). You will receive a confirmation text message to complete installation. The system then creates a unique encrypted reference code just for you.

COVIDSafe recognises other devices with the COVIDSafe app installed and Bluetooth® enabled. When the app recognises another user, it notes the date, time, distance and duration of the contact and the other user’s reference code. The COVIDSafe app does not collect your location.

To be effective, you should have the COVIDSafe app running as you go about your daily business and come into contact with people. Users will receive daily notifications to ensure the COVIDSafe app is running.

The information is encrypted and that encrypted identifier is stored securely on your phone. Not even you can access it. The contact information stored in people’s mobiles is deleted on a 21-day rolling cycle. This period takes into account the COVID-19 incubation period and the time it takes to get tested. For more, see Privacy.

When an app user tests positive for COVID-19

When someone is diagnosed with COVID-19, state and territory health officials will ask them or their parent/guardian who they have been in contact with. If they have the COVIDSafe app and provide their permission, the encrypted contact information from the app will be uploaded to a highly secure information storage system. State and territory health officials will then:

  • use the contacts captured by the app to support their usual contact tracing
  • call people to let them or their parent/guardian know they may have been exposed
  • offer advice on next steps, including:
    • what to look out for
    • when, how and where to get tested
    • what to do to protect friends and family from exposure

Health officials will not name the person who was infected.

After the pandemic

At the end of the Australian COVID-19 pandemic, users will be prompted to delete the COVIDSafe app from their phone. This will delete all app information on a person’s phone. The information contained in the information storage system will also be destroyed at the end of the pandemic.

Deleting the COVIDSafe app

You can delete the COVIDSafe app from your phone at any time. This will delete all COVIDSafe app information from your phone. The information in the secure information storage system will not be deleted immediately. It will be destroyed at the end of the pandemic. If you would like your information deleted from the storage system sooner, you can complete our request data deletion form.

Privacy

Your information and privacy is strictly protected.

Read the COVIDSafe Privacy Policy for details on how personal information collected in the app is handled. The privacy policy is available in languages other than English.

A Privacy Impact Assessment was commissioned to ensure that privacy risks have been addressed. See the Privacy Impact Assessment Report and our Agency Response.

On 14 May 2020, Parliament passed the Privacy Amendment (Public Health Contact Information) Act to support the COVIDSafe app and ensure users’ privacy is protected. You can find further information about the protections this legislation provides for your data on the Attorney-General's Department website