TfL Contactless and Oyster app accessibility statement

This accessibility statement applies to the TfL Contactless and Oyster app and covers both Android and iOS versions of the app.

This app is run by Transport for London. We want as many people as possible to be able to use this app. For example, that means you should be able to:

  • Change colours and contrast levels
  • Resize text by activating dynamic type in iOS and large fonts, screen zoom in Android
  • Navigate most of the app using just a keyboard
  • Navigate most of the app using voice control in iOS and voice access in Android
  • Listen to most of the app using a VoiceOver in iOS, Talk Back in Android

We've also made the app text as simple as possible to understand. AbilityNet has advice on making your device easier to use if you have a disability.

How accessible is this app

We know some parts of TfL Contactless and Oyster app are not fully accessible. Please see non-compliant for more information.

Call us

For information about your account and journey history, or to make a suggestion or complaint, call 0343 222 1234 (charges may apply).

Contactless cards

08:00-20:00 Monday to Friday
09:00-17:30 Saturday to Sunday

Oyster cards, Oyster photocards and paper tickets

08:00-20:00 Monday to Sunday

Feedback and contact information

If you need information on this app in a different format, such as accessible PDF, large print, easy read, audio recording or braille:

TfLAccessibility@tfl.gov.uk
Call 0343 222 1234

We'll consider your request and aim to get back to you within 10 working days.

Reporting accessibility problems with this app

We're always looking to improve the accessibility of this app. If you find any problems not listed on this page or think we are not meeting accessibility requirements, contact: TfLAccessibility@tfl.gov.uk

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the 'accessibility regulations'). If you are not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).

Technical information about this app's accessibility

Transport for London is committed to making its apps accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

Compliance status

This app is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the non-compliances and exemptions listed below.

Non-accessible content

The content listed below is non-accessible for the following reasons.

Android

  • Password validity icons do not have meaningful alt text. This fails WCAG 1.1.1 Non-text Content
  • The app does not support landscape mode. This fails WCAG 1.3.4 Orientation
  • White text on blue backgrounds has low contrast. This fails WCAG 1.4.3 Contrast
  • Text on onboarding screens has low contrast. This fails WCAG 1.4.3 Contrast
  • Android app is not keyboard accessible. This fails WCAG 2.1.1 Keyboard
  • Password reset link is not keyboard accessible. This fails WCAG 2.1.1 Keyboard
  • Close card details control is not keyboard accessible. This fails WCAG 2.1.1 Keyboard.
  • Accessibility statement home link does not describe its purpose. This fails 2.4.4 Link Purpose
  • Add payment card' icon has a non-descriptive label. This fails WCAG 2.4.6 Headings and Labels
  • TfL logo on accessibility statement page does not receive visible keyboard focus. This fails WCAG 2.4.7 Focus Visible
  • Roundel submenu icons have no names or roles. This fails WCAG 4.1.2 Name, Role, Value
  • Notification toggle has no name, role or value. This fails WCAG 4.1.2 Name, Role, Value
  • Password validity symbols are not read to screen reader users. This fails 4.1.3 Status Messages
  • Top up amount changes are not read to screen reader users. This fails WCAG 4.1.3 Status Messages

iOS App

  • Text on onboarding screens is read in a misleading order. This fails WCAG 1.3.2 Meaningful Sequence
  • The app does not support landscape mode. This fails WCAG 1.3.4 Orientation
  • White text on blue backgrounds has low contrast. This fails WCAG 1.4.3 Contrast
  • Text on onboarding screens has low contrast. This fails WCAG 1.4.3 Contrast
  • The app does not support large text sizes. This fails WCAG 1.4.4 Resize Text
  • Close card details control is not keyboard accessible. This fails WCAG 2.1.1 Keyboard
  • Navigation links on accessibility statement page take user back to the top of the page. This fails WCAG 2.4.3 Focus Order
  • Accessibility statement home link does not describe its purpose. This fails WCAG 2.4.4 Link Purpose
  • TfL logo on accessibility statement page does not receive visible keyboard focus. This fails WCAG 2.4.7 Focus Visible
  • Notification toggle has no name, role or value. This fails WCAG 4.1.2 Name, Role, Value
  • Password validity symbols are not read to screen reader users. This fails WCAG 4.1.3 Status Messages
  • Top up amount changes are not read to screen reader users. This fails WCAG 4.1.3 Status Messages

We plan to fix these issues by Autumn 2024.

Non-compliance with the accessibility regulations - Android and iOS

Some Information, structure, and relationships conveyed through app presentation cannot be programmatically determined or are not available in text. This means that some screens, text and headings are not readable by screen readers. This fails WCAG 2.1 success criterion 1.3.1 (Info and relationships).

There is insufficient contrast between the text and background colours for some labels when. This fails WCAG criterion 1.4.3 (Colour Contrast).

In landscape orientation, app content may be difficult to read. This fails WCAG criterion 1.3.4 (Orientation).

We plan to make all information and relationship components meet this criterion by February 2024.

Preparation of this accessibility statement

This statement was prepared on 14 June 2021, and updated on 15 December 2023.

This TfL Contactless and Oyster app was last tested between 28 May and 8 June 2021. The test was carried out by Test Partners, a third-party accessibility specialist. A further test is planned for early 2024 following app updates that have addressed non compliant areas.