New legislation requiring greater inclusivity in payment services across the EU is set to force businesses to overhaul their systems, industry leaders have warned. The European Accessibility Act, which comes into force on 28 June 2025, aims to ensure that people with disabilities have equal access to goods and services in sectors including e-commerce, telecommunications, […]
New legislation requiring greater inclusivity in payment services across the EU is set to force businesses to overhaul their systems, industry leaders have warned.
The European Accessibility Act, which comes into force on 28 June 2025, aims to ensure that people with disabilities have equal access to goods and services in sectors including e-commerce, telecommunications, and banking.
The law introduces a range of core accessibility requirements. These include making digital platforms compatible with assistive technologies such as screen readers and Braille devices, as well as ensuring that services are navigable via keyboard alternatives rather than relying solely on touchscreens.
Businesses must also provide text alternatives for icons and multimedia content, use high-contrast designs, offer scalable text options, and avoid time-limited processes unless users are given the option to extend them.
Information must be presented in a clear, simple, and consistent manner to support users with cognitive or processing impairments.
The legislation applies to any company selling into the EU, regardless of where it is based. It will affect banks, financial institutions, fintech startups, and payment service providers.
While some smaller businesses may be exempt under specific conditions, others — such as developers and designers of financial platforms, as well as POS and ATM hardware manufacturers — must fully comply or risk enforcement action by national authorities. Non-compliance could also lead to restricted access to the EU market.
The payments industry is expected to undergo some of the most significant changes under the directive.
Jöerg Stahl, point-of-sale product management director for Europe, the Middle East and Africa at fintech firm Fiserv, said the new rules would bring about “a significant shift” in how businesses develop and implement payment technologies.
Jöerg Stahl, point of sale PM, EMEA, Fiserv
“All new point-of-sale devices must support at least two sensory channels,” he explained. “That could include combining a visual display with audio output to make transactions easier for those with disabilities.
“There will also be greater focus on features such as larger font sizes, high-contrast displays and tactile or voice guidance to ensure that processes are clear and safe for all users.”
Stahl added that beyond legal compliance, the new rules offer a valuable opportunity for companies to better serve a market that has historically been overlooked.
As a case in point, yesterday CI&T unveiled a new prototype banking app Nemo aimed at helping adults with learning disabilities gain greater financial independence.
According to the World Health Organisation, more than 15% of the global population lives with some form of disability.
“Companies that fail to act risk alienating a significant customer base,” he warned. “This is about more than meeting minimum standards — it’s a chance to improve inclusion and tap into a growing market segment.”
What firms can do to prepare
To prepare for the legislation, businesses are being advised to audit their customer-facing digital interfaces, redesign user journeys using inclusive design principles, and ensure that all third-party providers are also in compliance.
Training internal teams on recognised accessibility standards and documenting compliance for regulatory purposes will also be essential. Companies are further encouraged to put in place a clear process for handling accessibility-related complaints from users.
The EAA forms part of the EU’s broader strategy to strengthen the rights of people with disabilities and harmonise accessibility requirements across member states.
