FAQs – For Customer Verification (for accounts opened up to October 6th, 2025)

What is the scope of the updated verification process?

The updated verification process applies to all existing Snappi customers who were onboarded before 6 October 2025 and currently use the Snappi app. To maintain full access to the app, each customer will need to complete an identity verification via a short video call within 90 days from the date of the first notification they receive about this process. This requirement applies to all customers onboarded before 6 October 2025, regardless of the issuance date of their identification document, in line with updated Greek banking regulations.

I am already a Snappi customer, why should I do this?

Snappi has upgraded its customer identification system in line with updated Greek banking regulations. These standards are applied across the banking sector and are continuously enhanced to ensure safer, more transparent financial services. As part of this upgrade, all existing customers are required to reconfirm their identity through a short video call. This is a regulatory requirement that ensures every Snappi account meets the same verification and compliance standards. Please note that this process does not indicate any issue with your account or personal data. It is simply part of Snappi’s ongoing commitment to trust, transparency, and full regulatory compliance.

What does the process include?

The updated verification process will take place in two phases:

Phase 1 – Starting 16 October 2025

A series of email and SMS notifications will be sent every 15 days to all existing Snappi customers (those already onboarded).

These messages will invite customers to schedule a video call with Intelli to complete the required identity verification.

Each message will include a secure link redirecting users to Intelli’s platform, where they can choose their preferred date and time for the video call.

At this stage, no in-app actions will be implemented. All communication and scheduling will occur externally through these messages.

The 90-day verification period will begin on the date the first notification batch is sent by Snappi.

Phase 2 – (On Going)

In this phase, in-app messages will appear to guide users through the verification process.

There will be two main cases:

Case 1 – Within the 90-day period

When users open the app, they will see a verification pop-up (modal).

The modal will include the option “Skip for now”, allowing users to postpone verification for up to 90 days.

During this period, certain usage limitations will apply (see “Limitations” below).

Case 2 – After the 90-day period

Once the 90 days have passed, users will see an updated modal without the “Skip for now” option

At this stage, users must complete the video call verification to continue using the Snappi app.

If verification is not completed after this point, account access will be temporarily paused until the process is successfully finished.

What limitations will apply before verification?

During the 90-day verification period, customers who have not yet completed the video call verification will experience a few temporary limitations within the Snappi app:

Unable to open an additional account:
Until verification is completed , users will not be able to open new or additional Snappi accounts.
Unable to issue a new or additional card:
Unverified users will be unable to request, issue, or activate a new or replacement Snappi card until their identity verification is successfully completed.
Unable to make BNPL (Buy Now, Pay Later) purchases:
If an unverified user attempts to use Pay Later, a notification will appear explaining that this feature will become available once verification is complete.

What happens if verification is not completed within 90 days?

After the 90-day period ends:

The 90-day verification period ends on 17 January 2026.
If you have not completed your identity verification (also known as KYC – Know Your Customer) by that date, your Snappi account will be temporarily suspended in line with Greek banking regulations.

During suspension, you will not be able to use your account or any linked cards for:

Purchases (online or in-store)
Withdrawals (ATMs or cash-back)
Money transfers (sending or receiving funds)

Essentially, all transaction features of your account will remain unavailable until the verification process is completed. Once you finish the video call verification, your account and all its functions will be fully reactivated.

How will the verification process be conducted?

Customers can choose the date and time that suits them best through the secure link provided in Snappi’s email or SMS notification. About five minutes before the scheduled video call, the customer will receive an email with the link to join the session. During the verification process, the customer will be asked to show their physical Greek ID card and confirm a few personal details to complete the identity verification.

The entire process is completed via a short video call and usually takes only a few minutes.

When does the 90-day countdown begin?

The 90-day verification period begins on the date you receive the first official message from Snappi inviting you to complete your identity verification via video call.

This communication marks the official start of the verification window for all customers who joined before 9 October 2025. From that point:

You have 90 calendar days to schedule and successfully complete your video verification

During this 90-day period, you can continue to use the Snappi app, though a few temporary limitations will apply until verification is completed (for example, opening new accounts or issuing additional cards will not be possible).

After the 90-day period ends, access to your Snappi account will be temporarily restricted until the verification process is completed.

This timeframe ensures that all existing users have an equal opportunity to complete their verification while Snappi remains fully aligned with current Greek and European banking regulations.