Accessibility Statement
TrustPay is committed to making digital banking accessible to everyone, including the 1 in 4 adults living with a disability. We design and test every feature to ensure all customers can manage their finances independently and with dignity.
Last updated: January 15, 2026
1. Our Commitment
Accessibility is not an afterthought at TrustPay — it is a core design principle. We believe that everyone, regardless of ability, deserves equal access to financial tools and services. From the first wireframe to the final release, our product teams are required to meet accessibility standards before any feature ships.
We maintain a dedicated accessibility team that reviews designs, audits code, tests with real users, and partners with disability advocacy organizations to continuously improve our products. We also conduct regular third-party accessibility audits to hold ourselves accountable.
- Accessibility is integrated into our design and engineering workflow from day one
- Every feature must pass an accessibility checklist before release
- We test with real users who have a range of disabilities
- We partner with disability advocacy organizations for ongoing feedback
- We publish an annual accessibility progress report
- We welcome and act on feedback from our community
2. Standards We Follow
TrustPay adheres to internationally recognized accessibility standards to ensure our digital products are usable by the widest possible audience. Our compliance is verified through both internal testing and independent third-party audits.
Key standards
- WCAG 2.1 Level AA — the Web Content Accessibility Guidelines developed by the W3C
- Section 508 of the Rehabilitation Act — U.S. federal accessibility requirements
- Americans with Disabilities Act (ADA) — Title III applies to digital services
- EN 301 549 — European accessibility standard for public procurement
- Section 504 of the Rehabilitation Act — prohibits discrimination based on disability
- Plain Language Guidelines — for clear, readable communications
3. Features We Provide
We have built a range of accessibility features directly into the TrustPay web and mobile experience. These features work with assistive technologies and can be customized to suit your needs.
Built-in accessibility features
- Screen reader support — full compatibility with VoiceOver, TalkBack, JAWS, and NVDA
- Keyboard navigation — every action can be completed without a mouse
- High contrast mode — enhanced color contrast for low-vision users
- Text resize — adjust font size up to 200% without losing functionality
- Reduced motion option — minimize animations for users sensitive to motion
- Voice commands — navigate the mobile app using voice on supported devices
- Adjustable timeout — extend or disable session timeouts for users who need more time
- Captions and transcripts — provided for all video content
4. How to Request Accommodations
If you need an accommodation to access our services, we are here to help. TrustPay provides reasonable accommodations free of charge to customers and prospective customers with disabilities. Requests are handled confidentially and promptly.
Common accommodations include alternative format statements (large print, braille, audio), extended phone support, sign language interpretation for in-person appointments, and assistance with account opening.
- Call our Accessibility Hotline: +1 (415) 298-1877 (TTY: 711 for relay services)
- Email: accessibility@trustpay.com — we respond within 1 business day
- In-app: Tap Help → Accessibility Request to submit a request form
- Request alternative format statements (large print, braille, audio CD)
- Request ASL interpretation for in-person branch appointments
- Request extended session timeouts for cognitive or motor accommodations
- Request one-on-one assistance from a trained accessibility specialist
5. Feedback & Reporting Issues
Your feedback drives our accessibility improvements. If you encounter a barrier while using TrustPay, please let us know. Every report is logged, investigated, and tracked through resolution. We commit to acknowledging all reports within 1 business day and providing a resolution timeline.
We do not consider accessibility "done" — it is an ongoing practice. Your reports help us find issues our testing missed and prioritize fixes that matter most to real users.
- Email: accessibility@trustpay.com with a description of the issue and the page or screen affected
- Call: +1 (415) 298-1877 and select the accessibility option
- In-app: Tap Help → Report an Accessibility Issue
- Include the device, browser or app version, and assistive technology you are using
- We acknowledge all reports within 1 business day
- Critical barriers are fixed within 30 days; all others are tracked in our public roadmap
6. Third-Party Compatibility
TrustPay integrates with third-party services such as payment networks, credit bureaus, and financial data aggregators. We require our partners to meet accessibility standards and we test their integrations for compatibility with assistive technologies.
While we strive for full accessibility across all integrated experiences, some third-party content may not yet fully conform to our standards. If you encounter a barrier in a third-party integration, please report it and we will work with the partner to resolve it.
- We require accessibility commitments in all vendor contracts
- We test third-party integrations with screen readers and keyboard navigation
- We provide accessible alternatives for any third-party feature that is not yet compliant
- We work with partners to remediate accessibility issues they introduce
- We disclose known compatibility limitations on affected pages