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 this app is

We know some parts of TfL Contactless and Oyster app are not fully accessible:

Android

  • The orientation is locked
  • The text cannot be resized
  • There is a lack of document structure, with no use of headings
  • Controls are not correctly identified and cannot be accessed using keyboard alone
  • Heading, text and input components have accessible text that does not match the visible text
  • Focus order for menu components is incorrect
  • This app would be difficult for a low vision user screen reader or a keyboard-only user to use

iOS App

  • The orientation is locked
  • Most text cannot be resized
  • There is a lack of document structure and no use of headings
  • Controls are not correctly identified as interactive elements
  • Focus order for menu components is incorrect
  • The "My Cards" page has issues that would make it difficult for a screen reader or keyboard-only user to access the 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.

Non-compliance with the accessibility regulations - Android and iOS

Some non-text content does not have a text alternative that serves the equivalent purpose. This means that some images containing information may not be relayed to screen readers. This fails WCAG 2.1 success criterion 1.1.1 (Non-text content). We plan to make all non-text components meet this criterion by April 2023.

Some Information, structure, and relationships conveyed through 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). We plan to make all information and relationship components meet this criterion by April 2023.

Functionality of the content is not operable through a keyboard interface. This means keyboard navigation of content or buttons is not possible. This fails WCAG 2.1 success criterion 2.1.1 (Keyboard navigation). We plan to make all keyboard navigation components meet this criterion by April 2023.

If an input error is automatically detected, the item that is in error is not always identified and the error is not always described to the user in text. This means that not all errors are described to the user and the user may not be clear on how to correct errors that occur. This fails WCAG 2.1 success criterion 3.3.1 (Error identification). We plan to make all error components meet this criterion by April 2023.

For all user interface components (including but not limited to form elements links and components generated by scripts):

  • The name and role cannot be programmatically determined
  • States, properties, and values that can be set by the user cannot be programmatically set
  • Notification of changes to these items is not available to user agents, including assistive technologies. This means that buttons may not be correctly identified as buttons, so the description from the screen reader does not match the visual display. This fails WCAG 2.1 success criterion 4.1.2 (Name, role, value). We plan to make all name, role and value components meet this criterion by April 2023.

Content is restricted by view and operation to a single display orientation, such as portrait or landscape. This means the user cannot change content orientation. This fails WCAG 2.1 success criterion 1.3.4 (Orientation). We plan to make orientation meet this criterion by April 2023.

Some text does not have a contrast ratio of 4:5:1. This may make the text difficult to read for users with a visual impairment. This fails WCAG criterion 1.4.3 (Minimum contrast). We plan to make all text meet this criterion by April 2023.

Text cannot be resized. This means text does not scale with phone font settings and may be difficult to read for users with a visual impairment. This fails WCAG criterion 1.4.4 (Resize text). We plan to make all text meet this criterion by April 2023.

Some visual presentation of the following does not have a contrast ratio of at least 3:1 against adjacent colour(s):

  • User Interface Components: visual information required to identify user interface components and states, except for inactive components or where the appearance of the component is determined by the user agent and not modified by the author
  • Graphical Objects: parts of graphics required to understand the content, except when a particular presentation of graphics is essential to the information being conveyed

This fails WCAG criterion 1.4.11 (Non-text contrast). We plan to make all non-text contrast meet this criterion by April 2023.

If an input error is automatically detected and suggestions for correction are known, suggestions are not always provided to the user. This means that some error dialog is not accessible to the user or the dialogue that is presented is not always clear and instructional. This fails WCAG criterion 3.3.3 (Error suggestion). We plan to make all error suggestions meet this criterion by April 2023.

Non-compliance with the accessibility regulations - Android only

If a screen can be navigated sequentially and the navigation sequences affect meaning or operation, some focusable components receive focus in an order that preserves meaning and operability. This may cause screen readers to announce some content in an order that might not be the most logical. This fails WCAG 2.1 success criterion 2.4.3 (Focus order). We plan to make all focusable components meet this criterion by April 2023.

For some user interface components with labels that include text or images of text, the label does not contain the text that is presented visually. This may mean that some information is not relayed to screen readers. This fails WCAG 2.1 success criterion 2.5.3 (Label in name). We plan to make all labels meet this criterion by April 2023.

Some labels or instructions are not provided when content requires user input. This means that some labels or instructions are not included or are not described in a way for a user to understand the purpose or content. This fails WCAG 2.1 success criterion 3.3.2 (Labels or instructions). We plan to make all label and instruction components meet this criterion by April 2023.

Preparation of this accessibility statement

This statement was prepared on 14 June 2021, and updated on 1 December 2022.

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.