Jun 26, 2025

ACCESSIBILITY STATEMENT

Table of content

Legal Hub

At Trustly, we are committed to providing banking services that are accessible to all our customers, including those with disabilities. We strive to ensure that everyone can access and use our services independently and with dignity. This commitment is in line with our values and our legal obligations under the Directive (EU) 2019/882 of the European Parliament and of the Council of 17 April 2019 on the accessibility requirements for products and services (the "European Accessibility Act" or "EAA") and its transposition into Swedish law, Lag (2023:254) om vissa produkters och tjänsters tillgänglighet (the "Swedish Accessibility Act").

This section outlines how we meet the relevant accessibility requirements set out in Annex I of the EAA and the applicable requirements of the Swedish Accessibility Act. We also describe any known accessibility issues and how you can report issues to us so that we can fix them.

1. Our Commitment to Accessibility

We are dedicated to designing, developing, and delivering our banking services to maximize their foreseeable use by persons with disabilities. This includes:

  • Inclusive Design: Integrating accessibility considerations from the initial stages of service and product development ("accessibility by design").
  • Continuous Improvement: Regularly reviewing and updating our services to enhance accessibility.

2. How Our Services Meet Accessibility Requirements

Our service delivery process, including our digital platforms (parts of our website that is deemed to be part of the product, mobile applications) and physical touchpoints (customer support), is designed to comply with the accessibility requirements. We primarily adhere to the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA and the harmonized European standard EN 301 549 which provides technical accessibility criteria for Information and Communication Technology (ICT) products and services. Further, we have applied the harmonized European standard EN:17161 as applicable to a digital environment.Specifically, we address the following key accessibility requirements as per Annex I of the EAA and the Swedish Accessibility Act:

2.1. Digital Services (Website, Mobile Applications, Online Banking):

  • Perceivable:
    • All information is made available through more than one sensory channel (e.g., text, visual, auditory).
    • Text content is presented with adequate size and contrast, and adjustable spacing.
    • Non-text content (images, videos) is accompanied by alternative text descriptions or captions/audio descriptions where appropriate.
    • Our website and apps are compatible with screen readers and other assistive technologies.
  • Operable:
    • All functionalities can be operated via keyboard navigation without reliance on a mouse.
    • Users are provided with sufficient time to complete tasks and responses.
    • Our interfaces are designed to avoid triggering photosensitive seizures.
    • We offer clear and consistent navigation structures.
  • Understandable:
    • Information is presented in an understandable way, using clear and simple language.
    • Consistent layouts and predictable behavior help users navigate and understand our services.
    • Form fields have clear labels and instructions.
  • Robust:
    • Our digital content is developed using standard-compliant code to ensure compatibility with current and future assistive technologies.

2.2. Identification, Security, and Payment Functionalities:

We ensure that all identification methods/electronic signatures integrated into our offerings are perceivable, operable, understandable, and robust for all users.

For more information on our identification providers, please visit their websites below:

https://www.bankid.com/tillgaenglighet-i-bankid/tillganglighetsredogorelse

https://www.scrive.com/resources/trust-centre/the-european-accessibility-act

In a few cases, you may be redirected to your bank to perform your payment/parts of your payment. Where you are redirected to your bank during our payment flow, your bank can be viewed to be part of our service. For more information on your bank’s compliance with the Accessibility requirements, please see the separate Accessibility statement from your bank.

2.3. Help desk

Our support/help desk is compliant with EN:301549 (WCAG 2.2AA) and EN:17161. We have conducted a thorough self-assessment and engaged independent accessibility experts to review our help desk services. We are continuously working to maintain and improve the accessibility of our services.

We have taken the following measures to ensure the accessibility of our help desk:

  • Design and Development: Our help desk website and online forms are designed and developed with accessibility in mind, following WCAG 2.2 AA guidelines. This includes features such as:
    • Clear and consistent navigation.
    • Sufficient color contrast.
    • Adjustable text size.
    • Keyboard navigation support.
    • Descriptive alt text for images.
    • Proper heading structure.
    • Accessible form fields with clear labels and error handling.
  • Alternative Communication Channels: In addition to our online self-service options, we offer multiple communication channels to cater to diverse needs, including:
    • Email support
    • Chat support
  • Staff Training: All help desk staff receive training on accessibility awareness and best practices for interacting with users with disabilities. This includes understanding the use of assistive technologies and providing clear, concise, and empathetic communication.
  • Assistive Technology Compatibility: Our help desk website and online tools are tested for compatibility with common assistive technologies, including screen readers (e.g., JAWS, NVDA, VoiceOver), screen magnifiers, and speech recognition software.
  • Clear Language: We use plain, easy-to-understand language in all our help desk communications and documentation.
  • Feedback Mechanism: We provide an accessible way for users to report accessibility barriers and provide feedback on their experience.
  • Regular Audits and Testing: We conduct periodic accessibility audits and user testing, including involving feedback from individuals with disabilities, to identify and address potential issues.

2.4. Information Provision:

All information provided to our customers, including the information in our T&C:s, service descriptions, and contractual information, is made available in accessible formats. This means:

  • Available via more than one sensory channel.
  • Presented in an understandable and perceivable way.
  • Provided in text formats that can be used for generating alternative assistive formats (e.g., for Braille or synthetic speech).
  • Accompanied by alternative presentations for non-textual content.

3. Service Delivery Process and Monitoring

We have established and implemented processes to ensure the ongoing compliance of our services with the applicable accessibility requirements of the Swedish Accessibility Act and the EAA. This includes:

  • Regular Audits and Testing: Conducting periodic accessibility audits, including automated and manual testing, of our digital platforms and other service touchpoints.
  • User Feedback Integration: Incorporating feedback from users with disabilities to identify and address accessibility barriers.
  • Internal Review Mechanisms: Maintaining internal review procedures to verify that any updates or new features introduced to our services meet accessibility standards before deployment.
  • Incident Management: Promptly addressing any reported accessibility issues with dedicated support and remediation processes.

4. Staff Training

Our employees receive regular training on accessibility awareness and the use of accessible services and products. This ensures that our staff are equipped to assist all customers effectively and provide information about our accessibility features.

5. Feedback and Support

We are committed to continuously improving the accessibility of our services. At present, we are not aware of any non-compliant content within our services. Should any issues be identified, we commit to addressing them promptly. If you encounter any accessibility barriers while using our services, or if you have suggestions on how we can improve, please contact us on:

We will respond to all accessibility feedback promptly and take appropriate action to address your concerns.

6. Supervisory authority

If you notice accessibility issues on this site, please start by sending your comments to us. After June 28, 2025, when the European Accessibility Act enters into force, you can report problems to the Swedish Post and Telecom Authority (PTS) if you have not received a response within 14 days.