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Coordinator FAQs
1. Do we have to "activate" new Scotiabank Commercial Cards before using them?
Yes, cardholders will have to activate their card by calling the Scotiabank Card Service Centre at 1-888-823-9657. Card activation can be done by the automated system. Cardholders will require their date of significance as part of the validation process.
2. How do I find out the current balance of my program?
You can view your balance through your online tool or you can call the Scotiabank Card Service Centre. The telephone number is 1-888-823-9657 in North America. Outside Canada and the USA, you can call collect to 1-416-750-6138. These numbers are also found at the back of your card. Cardholder support is available 24/7.
3. What do I do when a cardholder's purchase is declined at the merchant?
Check your online tool to investigate the reason for the decline and action accordingly. If you have additional questions, call the Scotiabank Card Service Centre (1-888-823-9657). The telephone number is found at the back of your card and support is available 24/7.
4. What do I do when a cardholder’s card is lost or stolen?
Have the cardholder call the Scotiabank Card Service Centre. The telephone number is 1-888-823-9657 in North America. Outside Canada and the USA, you can call collect to 1-416-750-6138. These numbers are also found at the back of your card. Support is available 24/7. The card needs to be blocked, and a new card will be issued with the balances transferred to the new card. If the cardholder is unable to call, any coordinator on file can call on the cardholder’s behalf.
5. What do I do if there is a discrepancy on our corporate statement?
Please contact your program manager or email commercialcard@scotiabank.com to investigate.
6. What do I do if I have run low on the credit for my program?
Please contact your relationship manager for a review of your credit limit requirements. A payment can also be made if it is an immediate need and will reflect on the account as soon as the payment is received and posted.
7. Whom do I call if I have not received my monthly statement?
Please contact your program manager or email commercialcard@scotiabank.com to request a copy of your statement.
8. How does the cardholder re-activate their card due to a past due status (on Individual Bill programs)?
As soon as payments covering the past due amount are received and posted to the account, the card will be automatically re-activated.