Forced to use apps: where to get help as companies go cashless

As more and more industries force customers to use apps to access their services, we look at how the elderly and vulnerable can adapt to the digital changes taking place.

We are increasingly living in a digital society – but this switch away from cash is causing a lot of problems for millions of people.

Smartphones are now essential tools for anyone wanting to park, complete banking tasks, or even attend football matches.

However, our reliance on apps and virtual tickets risks alienating those who don't own devices or lack the confidence to navigate online environments.

Here we take a look at how things have changed, the impact this is having, and what support is available for those wanting to become more digitally savvy.

Changes taking place

Let’s start with the changes that have taken place – and how they’re affecting how we live, work and shop.

Banks closing 

Thousands of bank branches have been closed in the UK over the past decade – and there’s no sign of this trend reversing anytime soon.

Gloomy research from Which? suggested nearly three million people will live in a parliamentary consultancy without a physical bank branch by the end of 2024.

5 alternatives if your local bank is closing

Cashless parking machines

Councils across the country have started to replace pay and display parking with mobile phone apps.

According to the RAC, one-in-10 drivers claimed their local authority had already removed some or all of the machines. 

How to challenge unfair parking charges

Football grounds

An increasing number of football fans are being issued with digital tickets for use on their mobile phones. However, there have been reports of tickets not working at the turnstiles.

Earlier this year, thousands of Liverpool fans were forced to queue for paper replacements at their team’s Carabao Cup final against Chelsea at Wembley.

Digital poverty

A staggering 13 to 19 million over 16-year-olds in the UK are estimated to be in digital poverty, according to a report from accountancy giant Deloitte.

This is defined as being “increasingly excluded from opportunities” through not having the digital skills, devices or connections to get online regularly.

The study found one in five older adults is classed as being in severe digital poverty.

Online shopping tips that will save you cash

Financial issues

While access to cash is important for the digitally excluded, it comes at a price, according to Sarah Coles, head of personal finance at Hargreaves Lansdown.

“In many cases, you’ll pay more in a car park if you feed coins into the machine than if you’re prepared to interact with an app,” she said.

“Likewise, the best savings rates are available through online banks and cash savings platforms. If you need a branch, you’ll miss out.”

Coles advises those unfamiliar with apps to ask a friend or family member to walk you through how everything works.

“For some people, this will be impossible, for others it’s just unfamiliar, and spending some time having it explained clearly will open up a whole new world,” she added.

Problems for older people

According to Age UK, a quarter of those aged 65 and over in the UK don't use the internet. 

"Older people who are without digital skills risk losing access to key services such as banking, shopping and health services, as well as communications platforms that keep people connected," it stated.

Research carried out by the organisation highlighted a lack of skills, trust in the internet and access to the right equipment for them not getting online. 

What help is available?

Of course, the harsh reality is that we won't be ditching digital anytime soon.

However, the good news is there's plenty of support available to help people enhance their skills in this area and grow in confidence.

AbilityNet, a UK charity established more than 25 years ago, provides free online resources and a network of around 450 community-based volunteers that help older people and disabled individuals of any age with their technology.

There's also u3a, a nationwide network of learning groups that encourage older people to share their knowledge, skills and interests.

You can find groups in your area by visiting the organisation's website.