What happens if my mobile phone is lost or stolen?

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:

  1. Go to scotiabank.com and select the Sign In button
  2. Select Need help signing in?
  3. Select the option I lost my 2-step verification (2SV) device
  4. Enter your username or card number
  5. Correctly answer the security questions
  6. 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 at 1-800-472-6842 so 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.

Last updated September 1, 2022