Frequently asked questions
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The type of 2-step verification you have depends on whether you use the Scotia mobile app or Scotia online banking.
If you bank through the Scotia mobile app, then 2-step verification will be push notifications through the Scotia app on your mobile phone.
If you bank online, then you will get one-time verification codes sent by text message to your mobile phone when you sign in from a new device.
It’s not currently possible to choose the type of 2SV you are using.
The type of 2-step verification you have depends on whether you use the Scotia mobile app or Scotia online banking.
Your unique verification code may take a moment to arrive, but if you do not receive one, you can request that a new verification code be sent.
- Sign in to Scotia online
- SelectResend code(please wait 1 minute before resending)
- Get a text message with verification code
- Enter the verification code online
- Choose to trust device (or not) andContinue
Please try these trouble shooting tips if you are no longer receiving push notifications:
Make sure push notifications are enabled for the Scotiabank mobile app in your device’s settings.
Check that your device is connected to WiFi or mobile data.
Check if your device is set to Do Not Disturb or Focus mode. If it is:
- Turn it off, or
- Add the Scotia app to the list of apps allowed to send notifications
You can also check your device’s notification centre where you will see a list of recent notifications. Please check your device settings for how to access your notification centre.
If you’ve recently removed and reinstalled the Scotiabank app on your primary device, you will also need to remove 2SV.
To remove 2SV:
- Go to scotiabank.com and select theSign inbutton
- SelectNeed help signing in?
- SelectI lost my 2-step verification (2SV) device
- Enter your username or card number
- Correctly answer the security questions
- Confirm your device
To continue, please download the latest Scotia app (from the App Store or Google Play) again and set up 2SV to sign in from an untrusted device. You should then be able to sign in to online banking.
If you no longer have access to your mobile phone, you’ll need to deactivate 2-step verification on that phone and set it up again on your new one.
To deactivate 2SV on your lost or stolen mobile phone:
- Go to scotiabank.com and select theSign Inbutton
- SelectNeed help signing in?
- Select the optionI lost my 2-step verification (2SV) device
- Enter your username or card number
- Correctly answer the security questions
- Confirm your device
Once you have a new mobile phone, you can sign in to the Scotiabank app to activate 2SV again.
If you don’t have a new phone or you’re having any issues accessing your account, please give us a call at1-800-472-6842so we can help.
If you are a Scotia iTRADE mobile customer only, please call the iTRADE contact centre at 1-888-TRADE88 (1-888-872-3388). They are available Monday to Friday, 8:00 am – 8:00 pm ET.
You can switch your primary mobile device anytime. There are two ways to switch your device and it only takes a few minutes.
Option 1
If you still have your device where you are receiving 2SV push notifications and would like to receive push notifications on a new device:
- Sign into the Scotia mobile app on your current device
- Go to theMoremenu
- SelectPrivacy and security
- Select2-step verification
- TapDeactivate 2SV
- Sign into the Scotia mobile app on your new device
- TapActivate 2SVon the next screen
Option 2
If you do not have your device and you would like to receive push notifications on a new device:
- Go toscotiabank.comand select theSign Inbutton
- SelectNeed help signing in?
- SelectI lost my 2-step verification (2SV) device
- Enter your username or card number
- Correctly answer the security questions
- Confirm your device
- Sign into the Scotia mobile app on your new device
- TapActivate 2SVon the next screen
If you don’t have a new phone or you’re having any issues accessing your account, please give us a call at 1-800-472-6842 so we can help.
A trusted device is a device that you own, control access to, and use often. When you trust a device, you’re able to skip security questions when signing in.
If you have activated 2-step verification, you can select theI trust this deviceoption to be prompted for 2SV less often.
Don’t select this option if you’re using public or shared devices like a library computer.
