ScotiaConnect Help Centre: Guides, FAQ and Support
Service Brief
- Service Centre: 1-800-267-7220, Monday to Friday, 7:30am to 8:00pm ET.
- Wire & FX Desk: 24/5 globally (Sunday 5pm ET to Friday 5pm ET).
- Self-serve library covers Payments, Reporting, User Admin, Mobile, Cards, Sign-in.
- Live webinars weekly, on-demand video library with 180+ micro-lessons.
- Escalation path: Service Centre → Relationship Manager → Commercial Banking Director.
Start With the Right Topic
The ScotiaConnect Help Centre is organised by the tasks Canadian commercial users actually perform — not by internal product names. Pick the category that matches what you are trying to do. Each card links to the relevant module page where detailed guides and walk-throughs live. If you already know the answer is behind the sign-in boundary, the same navigation is mirrored inside authenticated ScotiaConnect under the Help menu.
Sign-in & Access
Forgotten passwords, locked accounts, ScotiaConnect Token enrolment, biometric sign-in on mobile, Super User unlocks and welcome-kit activation. Start with the Login Guide.
Payments
Originating wires, releasing EFT batches, scheduling bill payments, international payments and supplier disbursements.
Reporting
Account summaries, transaction reports, custom report builder, BAI2 / MT940 / CSV export and ERP integration.
User Administration
Super User setup, role configuration, permission matrices, dual-control thresholds and audit trail retrieval inside User Management.
Mobile
ScotiaConnect Mobile for iOS and Android — approving payments on the go, dashboard balances, push alerts and biometric sign-in.
Cards
Business credit cards — cardholder enrolment, spend limits, real-time expense capture and dispute handling.
Self-Serve Resources
The authenticated Help Centre holds a searchable library: step-by-step guides, quick-reference cards, recorded walk-throughs and downloadable PDFs. Every module has a starter guide under 10 minutes and an advanced guide for Super Users. A dedicated "What's New" feed publishes monthly platform updates. Clients with dedicated Relationship Managers receive a tailored onboarding plan that maps resources to their specific configuration.
Training and Webinars
Live webinars run weekly at 1:00pm ET on a rotating curriculum — Payments Monday, Reporting Tuesday, Treasury Wednesday, User Admin Thursday and Open Q&A Friday. Recordings are posted to the on-demand video library within 24 hours and indexed by topic. Custom on-site training can be arranged for clients onboarding 10+ users at once; speak to your Relationship Manager to schedule. French-language webinars run monthly; Spanish and Portuguese sessions run quarterly for Pacific Alliance corporate clients.
When to Call the Service Centre
Phone the ScotiaConnect Service Centre for: account lockouts that the Super User cannot release, suspected fraud, wire investigations, BAI2 file anomalies, token replacements and urgent payment issues. For general enquiries and non-urgent requests, the in-platform message centre is faster than the phone queue during peak periods. The Wire & FX desk operates outside core business hours for clients with cross-timezone payment windows.
Response SLAs
| Issue Type | Channel | Response SLA |
|---|---|---|
| Sign-in lockout | Super User → Service Centre 1-800-267-7220 | Under 15 minutes |
| Wire investigation (same-day) | Wire & FX Desk 24/5 | 1 business hour |
| EFT batch rejection | Service Centre / Message Centre | Same business day |
| Token replacement | Service Centre + courier | 1-2 business days |
| Reporting query (non-urgent) | Message Centre | Within 1 business day |
| Complex treasury change request | Relationship Manager | 2-3 business days |
Escalation Path
Unresolved issues escalate from Service Centre advisor → Service Centre team lead → Relationship Manager → Commercial Banking District Director → Executive Office of the Customer Complaints Appeals Office. Formal complaints may ultimately be directed to the Financial Consumer Agency of Canada at canada.ca/en/financial-consumer-agency or the Ombudsman for Banking Services and Investments.
Accessibility
ScotiaConnect is designed against WCAG 2.1 AA. Clients requiring accommodation under the Accessible Canada Act or provincial accessibility legislation should contact the Service Centre or email accessibility@scotiaconnect.at. TTY service is available.