ScotiaConnect Login Troubleshooting Guide

Locked Account

Your ScotiaConnect login locks automatically after five consecutive failed authentication attempts. This is a security measure that prevents brute-force attacks against your credentials. Once locked, you cannot unlock your own account — your Primary Administrator must reset it from their admin console.

If you are the Primary Administrator and your account is locked, contact Scotiabank's Commercial Banking Support at 1-800-265-5613. The support team will verify your identity using your organizational security credentials (business number, account identifiers) and reset your access. Typical resolution time is under 15 minutes during business hours.

To prevent future lockouts, ensure that your Caps Lock key is off before entering your password. ScotiaConnect passwords are case-sensitive, and the most common cause of lockouts is inadvertent capitalization.

RSA Token Synchronization

RSA SecurID tokens occasionally drift out of synchronization with the authentication server, typically after the token has been unused for an extended period. When this happens, the platform prompts you for two consecutive token codes — enter the current six-digit code, wait for the next code to appear, and enter that as well. This two-code challenge resyncs the token's time clock with the server.

If the resync does not resolve the issue, the token's battery may be nearing end-of-life (typical lifespan is 3–5 years). Your PA can request a replacement token through the ScotiaConnect admin panel. The new token ships within two business days and is pre-activated — you simply start using it at your next ScotiaConnect login.

Certificate Errors

Digital certificate errors typically occur when the certificate has expired, was installed on a different device, or the certificate store has been corrupted by a system update. The most common error messages are "Certificate Not Found" and "Certificate Has Expired."

If your certificate has expired, your PA issues a renewal through the ScotiaConnect admin panel. The renewal generates a new certificate file that you download and install on your workstation. The new certificate carries a fresh validity period (typically three years) and the installation process takes under five minutes.

If you see "Certificate Not Found" after moving to a new computer, you need to export the certificate from your old machine and import it to the new one. The export process requires the certificate password that was set at the time of initial installation. If that password has been lost, the PA must revoke the old certificate and issue a new one.

Browser Compatibility

ScotiaConnect is optimized for Chrome (version 90+), Firefox (version 88+), Edge (Chromium-based), and Safari (version 14+). Internet Explorer is not supported and will produce rendering errors and session instability.

All supported browsers must have TLS 1.2 (or higher) enabled and JavaScript active. Some corporate firewalls and proxy servers interfere with ScotiaConnect's session management — if you experience frequent session timeouts, ask your IT team to whitelist the following domains: scotiaconnect.scotiabank.com, *.entrust.net, and *.rsasecurity.com.

Pop-up blockers can prevent the payment authorization window from appearing. If you initiate a wire transfer and the approval dialog does not open, check your browser's pop-up blocker settings and add ScotiaConnect to the allowed list.

Support Contact Information

If none of the above steps resolve your issue, contact Scotiabank Commercial Banking Support:

• Phone: 1-800-265-5613 (English) | 1-800-265-5614 (French)
• Hours: Monday–Friday, 8:00 AM – 8:00 PM ET
• Emergency after-hours: For payment release emergencies outside business hours, call the same number and select Option 3 for the 24/7 payments desk.