Scotia Online Banking: Authentication Enhancements
Frequently Asked Questions
Q: What is a Verification Code?
A: A Verification Code is a randomly generated 6 digit code that is sent to the user’s email address that is registered on their Scotiabank customer profile. It is used as a second factor authentication method to aid in verifying the user’s identity.
Q: What do I do with the Verification Code?
A: When you receive the Verification Code, you will need to enter the 6 digit code into the field displayed on Scotia OnLine or Scotia Mobile in order to complete authentication.
Q: When will a Verification Code be required for Authentication?
A: You will require a Verification Code for Authentication under the following scenarios:
Signing in to an untrusted computer or mobile device
Resetting their password
Changing their password
Q: What if I don’t receive my Verification Code?
A: If you don’t receive the Verification Code, you can click resend up to 2 more times. A total of 3 Verification Codes can be sent to your email address within a single authentication scenario.
Q: What if I input the incorrect Verification Code?
A: If you input the Verification Code incorrectly, you will be informed of this and can re-enter the correct code up to 3 times. After the third incorrect verification code, it will expire, and you will need to request a new one. Up to a maximum of 3 Verification Codes for each authentication scenario and the ability to enter the correct Verification Code up to 3 times per Verification Code.
Q: If I request a second Verification Code for the same authentication scenario, can I input the first Verification Code I received?
A: No, once a second Verification Code is requested, the previous Verification Code will be expired and is no longer valid.
Q: How much time before the Verification Code expires?
A: A Verification Code is valid for 5 minutes. After 5 minutes the Verification Code will expire and you will need to request a second Verification Code.
Q: What if I have requested 3 Verification Codes and inputted the wrong Verification Code on the 3rd and final authentication?
A: If you have done this, your profile will be blocked for 15 minutes.
Q: When I enroll into Scotia OnLine, do I still require an access code to complete high risk transactions such as changing my contact information or adding a new Transfer Recipient?
A: Yes you will still require an access code. As a user, you will be prompted to create your access code the first time you log in to Scotia OnLine. This function to create your access code is not available on Scotia Mobile Banking.
Q: What happens if I cannot answer the Customer Information questions for either Self Enrollment or Reset Password?
A: If your information does not match our records, your profile will be locked after the 3rd attempt for 15 minutes. You will be requested to call our Customer Support Team at 1-888-4-SCOTIA (1-888-472-6842).