We're sorry you're having trouble using your Scene+ points. There are a few common reasons why redemption may not be working, and most issues are easy to fix. If you need support at any time, you can contact Scene+ Member Services at 1‑866‑586‑2805 for help.
Below are the top reasons why you may not be able to use your Scene+ points.
Damaged card or replaced number:
If your card is broken or the strip is faded, or your Scene+ number was changed for security reasons, try the following steps.
Step 1: Sign in to compare your account number to your card number. (How to find your account number)
Step 2: Order a new card after signing in at www.sceneplus.ca (not the app).
Step 3: Download a digital card to keep earning and redeeming points.
Unregistered or closed account:
If you picked up a physical card in store or signed up by scanning a QR code, your account must be registered before you can redeem points.
Registered accounts that are not linked to an active Scotiabank debit or credit card close after 24 months of inactivity.
Unregistered accounts close after six months.
To fix this, try signing in to your account, completing registration, or creating a new Scene+ account.
If you're unsure about your account status, you can also contact Scene+ Member Services at 1‑866‑586‑2805 or use the chat option at sceneplus.ca for assistance.
Redemption requirements and limits:
Some partners require a minimum number of points, typically between 100 and 1,000 points, before you can redeem.
Partners may also set daily or per‑transaction limits on how many points you can use.
Certain items are not eligible for redemption due to policy or legal restrictions.
For full details on earning and using Scene+ points, visit the Earn and Redeem Scene+ points page.
Security holds:
In some cases, your account may be temporarily suspended, or a redemption may be declined if activity appears unusual or if your account details are not current.
You may receive an email if there’s an ongoing review, so be sure to check your inbox and spam folder.
If you're still unable to use your Scene+ points, contact Scene+ Member Services at 1‑866‑586‑2805 for help resolving the issue.
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