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Online EU Digital COVID Certificate Query Portal Launched

Published on Aug 3 2021 8:00 AM in General Industry tagged: Featured Post / HSE / Health Service Executive / EU Digital COVID Certificate

Online EU Digital COVID Certificate Query Portal Launched

An online portal for public queries about the EU Digital COVID Certificate has been launched.

As reported by, it is understood that the EU Digital COVID Certificate helpline has become inundated with queries from people who want certs for indoor hospitality services.

The government and the Health Service Executive (HSE) have stressed that the certificate helpline should be only used for urgent queries by individuals who are travelling within the ten day period from the time of their call.

Regulations state that other documentation, such as the HSE or GP vaccination card, can be used to gain access to indoor hospitality services.

The new online query portal will reportedly deal with queries, such as incorrect e-mail addresses, that have been delaying the receipt of EU Digital COVID Certificates online.

It is reportedly expected more staff will be deployed to work on the helpline this week to deal with a large backlog of queries.

Not Acceptable That People Are "Waiting Hours" On The Helpline

Minister of State with responsibility for Public Procurement and eGovernment Ossian Smyth has reportedly said that it is not acceptable that people are "waiting hours" on the helpline.

Smyth reportedly said on RTÉ's Today with Claire Byrne radio programme, "Our citizens should not have to wait hours on the phone to get a service from the government and, in this case, obtaining their medical records from the Department of Health."

Smith reportedly said, "I apologise to everyone who has had to wait. Lots of people are getting ready to go on a foreign trip, which is stressful enough as it is and they're not getting their medical record that they are entitled to.

"That's not acceptable because the intention was that this helpline would be for people who had issues or problems.

"We sent out 2.5 million certs and when you do something 2.5 million times, sometimes there are exceptions."

Reasons For Delays In Getting Certificates

Smyth reportedly said that there are currently 3% of people who have not yet received their certificates, adding that there are two main reasons for that - they have either moved home or changed e-mail address.

Smyth reportedly said that it is more likely that the data has not been updated or was not sent accurately from where such individuals were vaccinated. It is reportedly also likely that it did not make it due to a recent ransomware attack.

Smyth reportedly added that the name on some individuals' passports is different to the name that they use commonly, and this has also caused delays.

New Online Application Form For Digital COVID Certificates

The above news follows news from last week that a new online application form for Digital COVID Certificates will be made available in coming weeks.

© 2021 Hospitality Ireland – your source for the latest industry news. Article by Dave Simpson. Click subscribe to sign up for the Hospitality Ireland print edition.

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