Cardholder FAQs

1. Do cards have to be activated before use?

Yes, activation is required for security reasons. You will need to call the Scotiabank Visa Business Card Service Centre at (888) 823-9657 and simply follow the instructions from the menu provided. The card number and "significant date" will be required for card activation. The "significant date" was provided to Scotiabank during the initial card set up process. If you are unsure of your "significant date", please contact your company's program coordinator.

2. How will I be receiving my monthly cardholder statement?

The Scotiabank VISA Business Card is a web-based product, and no paper statements are generated. On the 18th of every month, you will be receiving an e-statement in PDF format. You will only receive an e-statement if there was activity in the previous cycle.

3. What process should I follow when my card is lost or stolen?

You must contact the Scotiabank Visa Business Card Service Centre at (888) 823-9657 and simply follow the instructions from the menu provided. A new card will be issued, the old card will be blocked and balances will be transferred to the new card. If you have cash advance access, you will be required to set up a new PIN. You will need to ensure that any merchant set up for pre-authorized payment (cable, phone, periodicals, etc.) is notified of the new card number.

4. How do I dispute a transaction on my statement?

You should first contact the merchant directly to settle the dispute. If the merchant is not known to you or the dispute is not settled, you will need to call the Scotiabank Visa Business Card Service Centre at (888) 823-9657 to initiate the dispute investigation process. The disputed amount will be credited to the corporate account until settlement (normally within 60 days).

5. How are cards enabled for cash advance?

During the initial card set up process, the coordinator would have indicated if cash advance was allowed for your card. If you currently don't have access to cash advance and wish to have it, please contact your company's program coordinator to enable cash advance.

Once your card is enabled for cash advance, you are responsible for the set up of your own unique PIN. You will need to call the Scotiabank VISA Business Card Service Centre at (888) 823-9657 and simply follow the instructions from the menu provided. The card number and "significant date" will be required to set up a PIN. The "significant date" was provided to Scotiabank during the initial card set up process. If you are unsure of your "significant date", please contact your company's program coordinator. Please note: PIN activation is an overnight process.

6. How do I find out the current balance on my card?

Call the Scotiabank Visa Business Card Service Centre at (888) 823-9657 and simply follow the instructions from the menu provided.

7. What do I do if my purchase is declined?

Call the Scotiabank Visa Business Card Service Centre at (888) 823-9657 and simply follow the instructions from the menu provided.

8. What do I do if I have run low on the credit available for my card?

Please contact your company's program coordinator to request a credit limit increase. Payments made against your cardholder account will not affect your available credit as the SVBC program is corporate bill, and the payment will be applied against the company's corporate account. Any manual payments made will only increase the company's corporate available credit, but will not have an impact on your outstanding balance.

9. How do I submit a car rental or travel insurance claim?

It is important to report your insurance claims immediately and in all cases within 24 hours. When calling, please quote BIN Number 4537. Full coverage details are contained within your insurance certificate(s).

Car Accident/Theft of Rental Vehicle
Quote Policy Number VC200101, BIN Number 4537
Call 1-800-847-2911 or Fax 1-800-354-7017
From outside Canada or the US: Call collect (410) 581-9994 or Fax (303) 467-8678

Flight Delay, Emergency Purchases, Hotel Burglary
and Lost Luggage
Quote Policy Number VC900900, BIN Number 4537
Call 1-800-544-2971
From outside Canada or the US: Call collect (905) 403-2283

Travel Accidental Death and Dismemberment
Written notice of a claim must be made within 30 days of the accident.
Quote Policy Number NS0001, BIN Number 4537
Call 1-877-861-7038

International Concierge Services
Call toll free 1-866-875-3164 or call collect (416) 750-6738.