COVID-19 has left many of us looking for different ways to bank and manage their finances. Scotiabank’s digital tools offer a simple, convenient and safe way to bank from home.

Holly Pontisso, Vice President of Customer Experience at Scotiabank, answers some of our customers’ top questions around online and mobile banking.

Holly Pontisso on banking digitally

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Q: What is Digital Banking and is it right for me?


Holly: Digital banking simply means that you can manage your banking transactions either on your phone, your iPad or on your computer. Today, digital banking is more important than ever in managing your finances because it’s secure (we even have a security guarantee), it’s easy to use and it’s also open 24/7. Once you’ve mastered online banking, you’re really going to be surprised at how simple it is and how empowered that you will feel being able to manage your money remotely.


Q: I’ve always done my banking in the branch. How easy is digital banking?


Holly: I realize that many people feel like banking online can be a big hurdle. It’s something new and all of us get nervous trying something new, but it actually is pretty straightforward and it’s very hard to make a mistake. I would suggest that when you get started that you have enough time to think through and learn before you start. We have many online resources that you can use, such as  There you have step-by-step instructions on how to get online. You’ll be able to do that on your iPad, your mobile phone or on your computer.

Check out our digital banking site here


Q: I bank from my desktop, but I’d like to start using the mobile app for my phone. What do I need to get started?


Holly: Banking from your mobile app is actually a lot like banking on your computer. First of all, you need to decide if you want to use your mobile phone, your iPad or your tablet. You need to go to the app store to download that app.

Once you’ve downloaded the app, you’ll need your ScotiaCard number, which is the 16-digit number on the front of your ScotiaCard. You’ll also need the same password that you use for your online banking.

Just a tip on setting up a password if you haven’t done that before – make sure you use a combination of letters, numbers, symbols and capital letters to keep that really secure.

If you have a password and you don’t remember it, tap on “Forgot your username or password” and follow the simple instructions to reset your password. You don’t want to attempt your password over and over or we will lock you out for security measures and you’ll have to call the Contact Centre. So, make sure that you’ve got that password handy.


Q: How easy is it to set-up an e-transfer through Scotiabank?


Holly: Someone may have gotten groceries, for example, and you need to pay them back and you don’t want to use cash. An e-transfer is a really simple way to send money or receive money in any Canadian bank account. If you go to our website, you will be able to find step-by-step instructions to follow along either on your phone, your tablet or your computer and you’ll be able to see how easy it is to perform this transaction.

Here are our step-by-step guides for sending an e-transfer from both your phone and your desktop:


Q: I know the Canadian Government is encouraging people to sign-up for direct deposit to receive relief payments. What is the benefit of enrolling in direct deposit?


Holly: The benefit of this is that you’ll be able to receive your relief payments far more quickly than waiting for a cheque in the mail and having to deposit it through your mobile phone. We encourage you to sign up for direct payments through your mobile app or through ScotiaOnline.

Find out more about direct deposit at Scotiabank here


Q: Does enrolling for direct deposit automatically sign me up for the Canada Emergency Response Benefit?


Holly: The answer is no, you still have another step to take. If you go and search Canada Emergency Response Benefit (CERB), you’ll be able to find the Government of Canada website and sign up there. You need to do that in order to get your Emergency Response Benefit. Here is the link to that application.

Please do that as well as sign up for direct deposit through Scotiabank.


Q: How do I sign up for direct deposit through Scotiabank?


Holly: The Government of Canada recommends signing up for direct deposit to ensure that you get your relief payments quickly. To begin receiving payments directly to your Scotiabank account, you can sign up on the Scotia mobile app or on ScotiaOnline.

I’m going to take you through some step-by-step instructions on how to do that.

During the sign-up process with Scotiabank, we’ll auto-populate your account number (which means we will automatically fill it in for you) and, in cases where we have it on file, your Social Insurance Number (SIN). In most cases, the only step you need to take is consenting to share your information with the Canada Revenue Agency.

If you have multiple accounts on file, you will be able to select the account you would like the payment to be deposited to.

If we do not have your SIN number and you do not wish to provide it through this process, you can sign up for direct deposits directly through the Canada Revenue Agency internet page.

Once enrolled, you will receive CRA payments such as benefits, credits and refunds deposited directly to your bank account, and will no longer receive cheques in the mail.

This is a really simple process to sign up online and we encourage you to do it so that you will get your relief payments quicker.


Q: I usually make a trip to the branch to pay my bills. Can I make these payments online?


Holly: If you usually go to the branch to pay your bills, you can do this online and it’s really straightforward. You can pay them through

both the mobile app as well as your computer.  Here are some simple instructions to follow.

If you are using your mobile app on the phone, go to app’s home screen and tap bills at the bottom of the screen, choose the account that you want to pay the bill from, select a payee or person that you are paying and enter the amount. Click slide to pay to complete the transaction.

If you are using your computer, go to your accounts page and select bill payments, choose a one-time payment or a recurring, choose the account that you want to pay the bill from, select a payee and enter the amount. It’s really that easy to pay a bill online.

Here are our step-by-step guides:


Q: Can I deposit a cheque from my home?


Holly: You can deposit a cheque through your mobile phone or through an Automatic Banking Machine.

Here’s how you do it from your mobile phone. From the app’s home screen, just tap transfers at the bottom of the screen, then tap deposit a cheque and select the account you want to deposit to and enter the amount.

The app will open your camera and you simply take a photo of the front and back of your cheque and at the bottom of your screen you can slide to deposit. Once you’ve received confirmation that your cheque has been accepted, write “Deposited” on the front of the cheque. Keep the cheque for 5 business days and then you can destroy it within 4 months.

Here is the step-by-step guide on how it works


Q: How do I get my e-statements?


Holly: You may have been receiving paper statements for most of your life and this is a great way to get detailed information. However, you can also get all of this information online through e-Statements, which gives you over seven years of history of all of your statements, month-by-month, as soon as you sign up.

e-Statements are more secure than having them mailed and if there is any postal disruption, you’ll still be able to get your credit card statements. You’ll see your transaction history every month, you’ll be able to access it from anywhere in the world, through your mobile phone or computer. To sign-up, it’s really easy. Visit your online account, click Manage My Accounts and select the Document Delivery tab. From there, select paperless to begin receiving all statements electronically. On top of that, you’re really helping us reduce our carbon footprint. It’s a great way to check on your bills and help the environment.