Supporting your parents with digital banking: Common challenges and solutions
Introducing digital banking to parents or older loved ones can be incredibly beneficial—but it's not always a smooth journey. While we've previously shared tips on getting them started, this guide focuses on the real-world challenges they may face and practical solutions to help you navigate them together.
Lack of digital literacy
Challenge #1
Many older adults aren't confident using smartphones, apps, or navigating websites.
Solution #1
Begin with the very basics. Use clear, straightforward language to introduce the device itself, whether it's a smartphone or tablet. Walk them through simple actions step by step and encourage repetition to help build their comfort-level and confidence.
Fear of fraud and scams
Challenge #2
Concern about fraud is one of the biggest reasons some older users hesitate to go digital.
Solution #2
Help your loved one stay safe by teaching them how to recognise suspicious messages and fake websites. Go over the telltale signs of common scams and explain how to verify genuine communications from their bank.
Introduce security features like two-factor authentication, and remind them of the simple mantra: STOP, CHECK, PROTECT.
Complex interfaces (accessibility)
Challenge #3
Complex layouts, small text and cluttered webpages can make digital banking feel overwhelming.
Solution #3
Highlight the accessibility tools that many websites now offer. For example, the BCU Bank website includes an accessibility button (look for the blue figure icon in the bottom corner) that allows users to adjust text size, the contrast and browse using a different language.
To make navigation online easier, bookmark frequently used webpages so your loved one won’t need to type in URLs or rely on (sometimes unpredictable) search results.
Low trust in technology
Challenge #4
Some older people may feel uneasy about using online platforms, fearing it's not secure.
Solution #4
Explain in simple terms how online banking is protected by strong encryption and strict regulations. Point out that it can actually be safer than carrying cash around.
Start with low-risk tasks, like viewing account balances or scheduling transfers between accounts, to help build trust in the systems.
Resistance to change
Challenge #5
The "I've always done it this way" attitude.
Solution #5
Acknowledge their hesitation – it’s completely valid. But gently remind them that change is part of life, and they've likely adapted to many shifts over the years. Emphasise the real benefits of digital banking: no more waiting in line to manage bills, and access to finances at any time of day.
Above all, make this a partnership. Involve your loved one in each step and let them maintain a sense of control. Empowerment, not pressure, is the key to long-term success.
Limited support from banks
Challenge #6
Some banks don’t offer customer support for beginners.
Solution #6
Here at BCU Bank, we have a range of services to make banking with us easy. We have a simple internet banking option, and an uncomplicated mobile app. Our contact centre is available Monday-Saturday for customers to speak to a real person, and we have 17 branches available too.
We prioritise customers’ financial wellbeing and provide tools to help improve it. mymo by BCU is a handy app for budgeting and reaching goals, Your Financial Wellness is an online tool to build financial knowledge, and our Money Mindset blog contains articles covering a wide range of banking topics.
Important information
Banking and Credit products issued by Police & Nurses Limited (BCU Bank).
Any advice does not take into account your objectives, financial situation or needs. Read the relevant terms and conditions, before downloading apps or acquiring any product, in considering and deciding whether it is right for you. The Target Market Determinations (TMDs) are available on our website or upon request.