Voice Authentication FAQs

Voice Authentication is a voice recognition technology that uses voice patterns to produce a unique identifier for every individual. This is a quick, easy and secure means to verify who you are based on your unique VoicePrint the next time you call the Scotiabank Contact Centre. Voice Authentication helps us to verify your identity and assists in Scotiabank’s fraud prevention efforts. 

Voice Authentication is a voice recognition technology that uses voice patterns to produce a unique identifier for every individual. It is NOT a recording of your voice. It is a digital representation of your voice characteristics (e.g. speed and rhythm of speech, vocal tract, etc.). The technology creates a distinct and secure VoicePrint, which Scotiabank uses solely to verify your identity. Your VoicePrint only works within our Voice Authentication system; it is not used for any other purpose and is not shared at any time. 

A VoicePrint is a unique identifier produced for each individual through Voice Authentication technology. It is NOT a recording of your voice. It is a digital representation of your voice characteristics (e.g. speed and rhythm of speech, vocal tract, etc.) stored in our secure server. Your VoicePrint only works within our Voice Authentication system; it is not used for any other purpose and is not shared at any time.   

Like a fingerprint, a VoicePrint is unique to everyone as no one else has voice characteristics like yours! Once enrolled, when you call us, we can verify your identity with your VoicePrint simply through the flow of a normal conversation. Scotiabank only uses your VoicePrint to verify your identity and for no other purpose.

Voice Authentication offers an additional layer of security and protection through using your highly unique VoicePrint to verify your identity. It is a quick, easy and secure means of verifying who you are whenever you speak with one of our Customer Care Advisors.

Note: From time to time, Scotiabank may ask additional verification questions to protect your privacy and the security of your account.

Voice Authentication provides an additional layer of protection and is a secure means of verifying who you are whenever you speak with one of our Customer Care Advisors.

Unlike other forms of personal identification, your VoicePrint can't be lost or stolen, photocopied, replicated or reused outside of our secure system. Your VoicePrint is not shared at any time. 

No, the privacy and protection of your information is paramount.

Unlike other forms of personal identification, your VoicePrint can't be lost or stolen, photocopied, replicated or reused outside of our secure system. As it is NOT a recording of your voice, your VoicePrint can't be used to gain access to any other system, nor can it be used to create an actual recording of your voice. It’s a digital representation of your voice stored in a secure server, and only works within Scotiabank’s Voice Authentication system. Your VoicePrint is not shared at any time.

If you want to learn more about Scotiabank’s Privacy Commitment, please visit www.scotiabank.com/privacy.

As your VoicePrint is a digital representation of your voice characteristics (e.g. speed and rhythm of speech, vocal tract, etc.)  the probability that someone else can impersonate you well enough to perfectly align with your VoicePrint is very low. The privacy and protection of your information is paramount, and we continuously upgrade our technology to better protect you.

If at any time we suspect a caller is not you, we deny service and ask the caller to visit the nearest Scotiabank branch. 

The unique characteristics of your voice generally remain unaffected during illness, and as such, Voice Authentication should not be affected. However, if we cannot match your VoicePrint, we will use alternate ways to authenticate your identity.

Voice Authentication is a voice recognition technology that uses voice patterns to produce a unique identifier for every individual. It is NOT a recording of your voice. It is a digital representation of your voice characteristics (e.g. speed and rhythm of speech, vocal tract, etc.). The technology creates a distinct and secure VoicePrint, which Scotiabank only uses to verify your identity. Your VoicePrint only works within our Voice Authentication system; it is not used for any other purpose and is not shared at any time.

Voice Authentication provides an additional layer of protection and is a secure means of verifying who you are whenever you speak with our Scotiabank Contact Centre.

Voice Authentication is an optional service and you can choose to opt-out at any time and request to have your VoicePrint deleted. If you change your mind, we can simply re-enrol you upon request. 

No, Voice Authentication is a voice recognition technology that uses voice patterns to produce a unique identifier for every individual. As your VoicePrint is based on more than 100 unique physical and behavioral factors, these characteristics are used to distinctly identify you.

Voice Authentication provides an additional layer of protection and is a secure means of verifying who you are whenever you speak with one of our Customer Care Advisors.

If at any time we suspect a caller is not you, we deny service and ask the caller to visit the nearest Scotiabank branch.   

Voice Authentication verification happens during the natural flow of a conversation when you first call the Scotiabank Contact Centre. In the event that someone were to record your voice, this would not flow in the context of a real conversation with a Customer Care Advisor.

If at any time we suspect a caller is not you, we deny service and ask the caller to visit the nearest Scotiabank branch. 

As your VoicePrint is tied to your individual Scotiabank customer profile, if you are a Power of Attorney and the account in question is linked to your profile, you are eligible to activate the service and quickly and securely get the help you need, anytime! 

At this time, Voice Authentication is available in English and French languages.