In the EU, 1 in 4 adults has a disability according to Consilium & Eurostat estimates. That means around 101 million people face daily barriers when using products and services.
To provide more inclusive well-being, the European Union introduced the European Accessibility Act (EAA) – Directive (EU) 2019/882 in 2019. This law sets out common accessibility rules for digital products and services across all EU countries. Its main goal is to help everyone, no matter their abilities, take part in daily life, support independent living, work, and public activities.
Before, each Member State had its own rules, which led to different standards. Now, there is one set of minimum requirements which helps businesses operate more easily across borders and guarantee equal access for people with disabilities.
Before the EAA, accessibility was often seen as optional. Now, it is a legal duty – companies that fail to follow the new rules may face penalties.
The EAA covers a wide range of products and services, including:
- E-commerce websites and apps
- Online banking and financial services
- Transport booking and e-ticketing
- E-book readers
- Computers and operating systems
- Smartphones
- Electronic devices
- Payment terminals and ATMs
- E-Ticketing related to air, bus, rail, and waterborne passenger transport
- Check-in machines
- TV equipment and services
- Audiovisual services and digital communications
- Telephony and digital communication services
There are some exceptions that do not have to comply:
- Pre-recorded media (e.g., videos) and office files published before June 2025.
- Old content that won’t be updated after June 2025 is also exempt.
- Maps can stay as they are, if important information is shared in another accessible way.
- Third-party content that a company does not control.
Key Dates & Future Outlook
April 17, 2019 — The EAA (Directive 2019/882) is approved to improve access to digital goods and services for people with disabilities across the EU.
June 28, 2022 — All EU Member States are required to transpose the EAA into their national laws.
June 28, 2025 — The EAA’s accessibility requirements become mandatory. Businesses operating in the EU must ensure that their products and services comply.
June 2030 — Products that do not meet accessibility requirements and were placed on the market before June 28, 2025, must be withdrawn. Member States will also begin submitting reports on the implementation and impact of the Act.
Up to 20 years after entry into service — Self-service terminals, such as ATMs and ticket machines, may operate until the end of their economically useful life, with a max of 20 years after their entry into service. More details are outlined in the Accessible EU Report.
Key Requirements & Guidelines of the EAA
The EAA requirements are closely aligned with:
- WCAG 2.1 Level AA, which defines requirements for web and app accessibility.
- EN 301 549, which provides detailed technical guidance for accessible information and communication technologies in Europe. This standard builds on WCAG and includes extra criteria for hardware and software.
At the core of these guidelines are the POUR principles: Perceivable, Operable, Understandable, and Robust.
Perceivable: Information and user interface components must be presented in ways that all users can perceive. This includes providing text alternatives for images, captions and transcripts for videos, and using sufficient color contrast. Websites, apps, e-books, and digital publications must support screen readers and other assistive technologies to make content fully perceivable.
Operable: All functions must work using a keyboard, and interfaces should not depend on actions that some users cannot perform. For example, online banking platforms, e-commerce sites, and digital services must allow full navigation without a mouse. Self-service terminals like ATMs and ticket machines should include tactile feedback, voice output, and be usable by people with limited dexterity.
Understandable: The information and how to operate an interface must be clear and predictable. Text should be easy to read, instructions should be straightforward, and errors should be easy to avoid or correct. This applies to websites, apps, and digital communications such as emails, newsletters, and PDFs.
Robust: Content must be compatible with a wide range of current and future technologies, including assistive tools. This ensures that content on digital platforms, electronic communications, and multimedia services remains accessible as technology evolves.
In addition, businesses should review and consider any country-specific rules that may apply when the EAA is implemented at a national level.
Country-specific Requirements
While the EAA sets a common framework for compliance across the EU, individual Member States may include unique nuances. For instance:
- France requires some organizations to create annual and multi-year action plans for digital accessibility.
- Spain allows for substantial penalties for EAA violations.
- In Ireland, EAA non-compliance may be punishable with jail time.
Accessibility in Financial Services & Banks
One of the most impacted sectors under the European Accessibility Act (EAA) is the financial and payments industry. The directive introduces strict legal obligations for how systems are designed, implemented, and maintained.
According to Directive (EU) 2019/882, the following must be fully accessible to users with physical, sensory, and cognitive impairments:
- Payment systems and devices
- Payment terminals (POS devices)
- ATMs (automated teller machines)
- Digital payment channels
- Banking platforms and consumer services
- Online banking platforms (web and mobile banking)
- Consumer banking services
- Credit agreements
- Payment services
- Services linked to payment accounts
- Electronic money
- Lending and wealth management services
- Mortgage loans
- Pension services
- Security and identification processes
- Identification methods
- Electronic signatures
- Security processes
- Self-service and interactive terminals
- Interactive self-service terminals (both hardware and software)
- Ticketing machines (e.g., travel ticket dispensers)
- Bank office queuing ticket machines
- Check-in machines
- Information kiosks and interactive information screens
However, self-service terminals that are integrated parts of vehicles, aircraft, ships, or trains are excluded from the directive.
Older self-service terminals can continue to operate until the end of their economically useful life, but no longer than 20 years after they were first put into service.
This requirement applies not only to EU-based companies but also to any business offering financial products or services in the EU market, underscoring its wide reach.
Persons with disabilities should be able to make well-informed decisions and feel confident that they are adequately protected on an equal basis with other consumers.
Payment systems must support different forms of user interaction. For example, a customer with visual impairment should be able to use a terminal through voice prompts or tactile cues, while someone with motor impairments should be able to complete transactions with minimal physical effort.
Systems must include:
- High-contrast visual displays, large fonts, and clearly presented processes.
- Audio guidance and voice output for navigation and payment confirmation.
- Tactile feedback and physical cues to support non-visual interaction.
- Redundant feedback methods, so information is accessible in more than one way.
- Simple, understandable instructions, not exceeding B2 level on the Common European Framework of Reference for Languages.
The shift toward accessible design sets new standards for the entire financial industry. While upgrading systems can seem daunting, these changes open doors to better customer experiences and a broader, more loyal audience. Building services that work for everyone is a powerful step toward shaping a more open, human-centered digital future.
What to Do Now? EAA Compliance Checklist
Complying with the European Accessibility Act is not optional — it is a legal requirement. While this may seem challenging, meeting these standards opens your business to a larger market and supports more inclusive digital experiences.
1. Audit your current digital products and services
Begin with a thorough evaluation of your websites, apps, and other digital platforms. Check them against WCAG 2.1 Level AA and EN 301 549 standards. This should include functional testing by accessibility experts and include functional testing by native users of assistive technologies, such as screen readers.
Tools like axe DevTools and WAVE can help identify and sort errors by severity. However, these tools only catch part of the issues that can be found automatically. A complete audit also requires expert manual testing to uncover deeper accessibility problems. The video tutorial below includes a detailed example of checking a website for accessibility and explains how to work with screen readers.
If you don’t want to rely on automated systems alone, need higher accuracy, and value human insight, the Craft Innovations team is here to help. Our experts cover different types of accessibility — both for online software and offline equipment — and can guide you in prioritizing changes effectively.
2. Identify and fix accessibility barriers
Create a plan to fix the issues found during the audit, ideally in collaboration with an external expert. Focus first on critical barriers that prevent people with disabilities from using your services. This may include making images and buttons accessible, ensuring proper color contrast, or enabling full keyboard navigation.
3. Train your teams
Provide role-appropriate training for designers, developers, content creators, and other relevant teams. Also, train employees how to assist customers with disabilities effectively.
4. Monitor compliance and update continuously
Set up regular checks to maintain compliance. Use automated tools and manual testing to catch new issues as they appear. Collect feedback from users to identify real-world problems and adjust as needed.
5. Publish an accessibility statement
Create and update an accessibility statement on your website, explaining your efforts and progress toward accessibility.
6. Upgrade physical and self-service devices
For devices such as ATMs or ticket machines, add features like tactile feedback, voice guidance, and alternative input options to make them accessible to all users.
Because many businesses may lack in-house expertise, it is often helpful to work with an external accessibility expert to guide this process and ensure you meet all legal obligations.
Potential Fines and Penalties for Non-Compliance
The European Accessibility Act sets out a shared framework of accessibility requirements across the EU. However, each member state is responsible for implementing these rules in national law and for defining the specific penalties for non-compliance.
According to Article 30 of Directive (EU) 2019/882, member states must ensure that penalties are effective and proportionate. They must also consider the seriousness of the violation, the number of non-compliant products or services, and the number of people affected. Key types of penalties include:
Administrative fines
Businesses may face one-time fines for each violation. The exact amounts vary by country, but they typically range from €5,000 to over €250,000, depending on severity and impact.
Daily penalties
In cases where issues remain unresolved, daily fines — sometimes up to €1,000 per day — can be imposed until compliance is achieved.
Market restrictions
Authorities may suspend or prohibit the sale of non-compliant products and services within the EU market until they are brought into line with accessibility standards.
Legal actions
Individuals or advocacy groups can file complaints or take legal action against non-compliant organizations. This may result in court orders, mandatory corrective actions, or financial settlements.
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National authorities usually give organizations a fair opportunity to fix any accessibility issues before imposing fines. By taking prompt action, businesses not only avoid legal and financial risks but also demonstrate leadership and a genuine commitment to serving all customers.
