Inaccessible touchscreen chip and PIN devices are increasingly being used in shops.
These devices decipher the entered PIN securely, but unfortunately this means the PIN can’t be spoken back to the user like it can when using personal devices such as smartphones.
RNIB has worked with manufacturers to create an accessible solution that will still accept contactless payments, including Apple Pay, Samsung Pay and Google Pay, as well as chip and sign. These are already starting to appear in some shops.
We included many blind and partially sighted people in testing this solution. The majority of people were able to enter their PIN successfully when audio tones indicated their position on a simple number pad.
There will be devices on the market with similar methods of input. We’re now working with manufacturers to standardise available devices as we're aware that a single solution would be the best option for blind and partially sighted people.
Learning to use these accessible touchscreen PIN devices is likely to be challenging, as it’s a change from the current PIN pads with physical buttons, therefore we've put together a guide to help you learn how to use them.
The accessible features used on these devices varies slightly by manufacturer, as do the different physical designs of various PIN pads, but the same principles are used.
For people with some residual vision, the touchscreen visual design can often be clearer than on a standard PIN pad. If this isn’t the case, a separate high-contrast scheme can be selected before the PIN pad appears. The merchant can help with this.
The video below explains how to use accessible touchscreen chip and PIN devices.
You'll enter your PIN in a slightly different way to how you would use chip and PIN devices with physical buttons.
The merchant will enter the correct amount and can activate the accessibility mode for people who are unable to see the number pad. The device will speak the amount, so you know how much you’re paying.
You’ll then hear some instructions on how to enter your PIN. Insert your card and the PIN pad appears with a short description of the layout, which can vary from device to device. This can also be skipped by touching the screen.
The device will tell you which number your finger is on using beeps, as numbers cannot be spoken for security reasons.
Once you have found the correct digit by listening to the beeps, double tap anywhere on the screen to enter the digit. A sound will confirm that a digit has been entered and in most cases it’ll say how many you’ve entered. Don't worry if you lift your finger off the screen by mistake as no digit is entered until you double tap.
For more details, download our accessible touchscreen chip and PIN factsheet (PDF).
It’s secure to enter your PIN as the numbers aren’t read aloud, but headphones can sometimes be used if you prefer to listen to the beeps in private. Your PIN is only deciphered in a secure part of the software and isn’t passed to the operating system as it’s being entered, so the device doesn’t know it. This means it can't be spoken back to you when you're selecting numbers, even with headphones.
Sometimes the screen is also blanked out so that sighted people aren’t able to see what numbers you’re entering. If this isn’t the case, you may be able to use a privacy shield or your other hand to hide the screen.
The layout of the PIN pad is generally similar to a telephone layout with 1, 2, 3 at the top and cancel, zero and OK at the bottom. However, there are some devices that use a slightly different layout. Some might have tactile markings around the edge and on some devices there’s a tactile pip on the number 5.
In testing, we found that a generic method of counting beeps worked for people who might not be familiar with how to write numbers, as well as those who don’t read braille.
The merchant should be aware of the functionality of their device, but you can help them, as there is generally a button on screen that says accessibility mode or shows an eye icon.
The advantage for people with residual vision is that generally the contrast and numbers on the PIN pad are easier to see than on a physical PIN pad. For people without residual vision, the device can tell you the amount, so that you know how much you’re paying, as well as tell you if the transaction has been successful and when to insert and remove your card.
There are several alternative methods to pay. One is to ask your bank for a chip and sign card, so that you can sign instead of entering your PIN. Another alternative, for people with a smartphone, is to download a payment app such as Apple Pay or Google Pay where there is no maximum payment limitso you won't need to enter a PIN.
Card contactless payments will still work as normal, but you may sometimes need to enter your PIN.
The merchant should be able to help when you're using the device.
Retailers are expected to have accessible payment systems as part of the Equality Act. If the retailer doesn’t know about these accessibility options, we encourage customers to ask the retailer for the chip and PIN device manufacturer and share the details of the incident with the RNIB Campaigns team on 0303 123 9999 or [email protected].