For most consumers, tapping a card or entering a PIN is a seamless reflex. But for millions of shoppers worldwide, the point of sale (POS) remains a barrier to independence. A new industry report from Android payment solutions leader Castles Technology has laid bare the scale of this exclusion, warning retailers that accessibility is no longer just an ethical choice—it is a critical commercial and legal priority.
The report, titled Creating a POS for All: Why Accessibility Matters and How to Achieve It, comes as the European Accessibility Act (EAA) enters into force. The legislation, which became law in EU member states on 28 June 2025, places new obligations on businesses to ensure their digital services—including payment terminals, ATMs, and ticketing machines—are accessible to all consumers.
The scale of exclusion
The findings highlight a stark disconnect between modern payment technology and the needs of a significant portion of the global population. The report reveals that 2.2 billion people globally live with some form of visual impairment. In the UK alone, over two million people live with sight loss, a figure expected to rise to 2.7 million by 2030.
However, the challenge extends far beyond visual impairments. The report notes that more than one billion people live with motor impairments that make standard touchscreens or card insertion difficult, while 1.5 billion people experience hearing loss, rendering audio-only instructions ineffective.
Cognitive differences, speech impairments, and temporary disabilities further complicate the picture, with many customers struggling with complex menus, noisy environments, or fixed terminals mounted out of reach.
Beyond the moral imperative, the report outlines a significant commercial risk for retailers who fail to adapt. It estimates that UK businesses lose £70billion every year because disabled customers abandon purchases or avoid retailers they perceive as inaccessible.
Research indicates that 70 per cent of disabled shoppers regularly experience challenges during transactions. This friction translates directly into lost sales, reduced customer loyalty, and long-term reputational damage.
Regulatory pressure mounts
The release of the report coincides with the enforcement of the European Accessibility Act (EAA). The Act requires that products like payment terminals feature tactile interfaces, Braille labelling, audio guidance, and designs that support users with limited motor function. Failure to comply within the EU can now result in legal action, penalties, or a loss of market access.
Jean Philippe Niedergang, chief commercial officer and CEO for EMEA Pacific LATAM at Castles Technology, emphasized the urgency of the issue:
“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.”
Closing the gap with technology
The report advocates for a shift from “tick-box compliance” to practical solutions driven by modern technology. It highlights how Android POS devices are helping to close the accessibility gap through features such as:
- Text-to-speech and audio guidance for visually impaired users.
- High-contrast displays and adjustable font sizes.
- Haptic feedback and tactile markers for easier navigation.
- Compatibility with assistive mobile apps and flexible, portable form factors.
By leveraging these tools, merchants can create flexible, inclusive checkout journeys that adapt to user needs rather than excluding them. The full whitepaper offers practical guidance for retailers, acquirers, and fintechs looking to ensure compliance and improve the customer experience for all.