Supporting your parents with digital banking: Six common challenges and solutions

Helping parents adopt digital banking can be rewarding but often comes with challenges. We’ve previously put together some tips for transitioning a parent or loved one over to online banking, but this article covers some of the common obstacles faced and the practical ways to address them.

Lack of digital literacy

Challenge #1
Many older people aren't familiar or comfortable with smartphones, apps, or online interfaces.

Solution #1
It may be obvious but start with the basics. Using simple, jargon-free language, teach your loved one how to use a smartphone or tablet first. Demonstrate key actions slowly, then let them practice with your guidance and repeat to build confidence.

Fear of fraud and scams

Challenge #2
Your loved one is worried about falling victim to an online scam or fraudulent activity.

Solution #2
Demonstrate your scam awareness by sharing your knowledge of what common scams look like. Explain how to identify legitimate bank communications and show your parent how to recognise email phishing attempts.

You can also ease their worries by encouraging the use of two-factor authentication on important online accounts. Remind them to always STOP, CHECK and PROTECT.

Complex interfaces (accessibility)

Challenge #3
Small fonts, confusing layouts, or too many features and buttons can be overwhelming for a new web user.

Solution #3
Many websites now house accessibility features to help users of all abilities navigate them with ease. The P&N Bank website has an accessibility menu which allows visitors to increase text size, alter the site’s contrast and even change the display language. Just look for the blue figure icon in the bottom corner.

Help your loved one navigate the web by bookmarking the sites and pages they will regularly visit. It’s a simple solution for avoiding typos in the address bar or navigating to the wrong website via a search engine.

Low trust in technology

Challenge #4
There is a general distrust of online platforms or the belief that digital just isn't safe.

Solution #4
As simply as possible, explain how digital banking is protected with encryption and regulations. Share how banking online can be more secure than carrying cash to and from an ATM or branch.

To build their trust, start with small, low-risk actions like checking account balances or setting up automatic transfers between accounts.

Resistance to change

Challenge #5
The "I've always done it this way" mindset.

Solution #5
Acknowledge that this is an understandable feeling but highlight that things are always changing, and that your loved one has likely lived through a lot of them. Demonstrate specific benefits that digital banking offers, such as avoiding trips to the bank or post office to pay bills and the convenience of 24/7 access.

Again, make it a collaborative process. Let them feel in control, not forced.

Limited support from banks

Challenge #6
Some banks may not offer enough customer support for beginners.

Solution #6
Here at P&N Bank, we have a range of services to make banking with us easy – for everyone. We have an uncomplicated internet banking option, and a simple mobile app. Our Perth-based contact centre is available Monday-Saturday so our customers can call and speak to a real person, and we still have branches available too.