Payment is still excluding millions. New report explains why
Castles Technology, leader in Android payment acceptance solutions, has released a new industry report that exposes the scale of accessibility challenges facing customers at the point of sale and highlights the urgent need for retailers to act as the European Accessibility Act (EAA) comes into force.
The report, Creating a POS for All: Why Accessibility Matters and How to Achieve It, shows that millions of people still encounter unnecessary barriers when trying to complete transactions. These barriers are no longer acceptable in a market where accessibility has become a legal, commercial and ethical priority.
According to the report, 2.2 billion people globally live with some form of visual impairment. In the UK alone, over two million people live with sight loss and this number is expected to rise to 2.7 million by 2030. With sight loss forecast to double across the UK by 2050, the demand for accessible retail experiences will continue to accelerate.
The challenges extend far beyond sight loss. More than one billion people live with motor impairments which make it difficult to use touchscreens, insert or swipe cards or enter PINs accurately. A further 1.5 billion people worldwide experience hearing loss which can render audio only instructions inaccessible. The report also highlights the needs of users with cognitive differences, speech impairments, sensory sensitivities and temporary disabilities. These customers frequently struggle with complex menus, crowded or noisy checkout environments, devices mounted too high or language barriers that make navigation difficult.
The commercial impact of inaccessible payments is significant. UK businesses are estimated to lose £70bn every year because disabled customers find it difficult to shop or avoid retailers they perceive as inaccessible. 70% of disabled shoppers regularly experience challenges during transactions. This results in lost sales, reduced loyalty and long term reputational damage.
Regulation has raised the stakes. The European Accessibility Act came into effect on 28 June 2025 and requires all consumer facing digital services such as POS terminals, ATMs, ticketing devices and self check in machines to be accessible. Key requirements include tactile interfaces, Braille labelling, audio guidance and features that support users with limited motor function. Failure to comply may result in legal action, penalties or loss of market access within the EU. Similar expectations are reflected in the Americans with Disabilities Act and the UK Equality Act 2010.
The report outlines practical steps that retailers can take immediately. These include using accessible POS hardware with text to speech, high contrast displays, tactile feedback and adjustable settings. It also encourages retailers to offer alternative ways to pay, such as mobile wallets or QR based transactions, and to provide staff training so that customers can be supported confidently and respectfully.
The paper highlights how modern Android POS devices are transforming accessibility in store. Features such as haptic sensors, gyro sensors, custom interfaces, compatibility with assistive apps and real time updates through terminal management systems allow merchants to create flexible, inclusive checkout journeys. These tools help ensure that accessibility improvements are ongoing and responsive to user needs.
Castles Technology has used the findings to demonstrate how its own Android POS range is designed to exceed global accessibility expectations. The report includes a comparison between traditional POS devices and Castles Technology’s solutions, showing how accessible layouts, high readability displays, TalkBack compatibility, portable form factors and customisable interfaces create a more inclusive, intuitive and compliant experience for every user.
Jean Philippe Niedergang, chief commercial officer and CEO for EMEA Pacific LATAM at Castles Technology, said: “Retailers cannot afford to overlook accessibility. Millions of customers still face friction when trying to complete the most basic part of shopping. Payment should be simple, independent and stress free for everyone. With the European Accessibility Act now in effect, the industry needs to move quickly. This report is our call to action and a reminder that accessible payments are both a legal requirement and a significant commercial opportunity.”
The full whitepaper, Creating a POS for All: Why Accessibility Matters and How to Achieve It, is available now. It offers practical guidance for retailers, acquirers, fintechs and payment partners who want to improve checkout accessibility and ensure compliance with the latest standards.