Accessibility statement for GOV.UK Pay

This accessibility statement explains how accessible this service is, what to do if you have difficulty using it, and how to report accessibility problems with the service.

This service is part of the wider GOV.UK website. There’s a separate accessibility statement for the main GOV.UK website. There is also a separate accessibility statement for GOV.UK Pay's technical documentation.

This page only contains information about the GOV.UK Pay service, available at https://www.payments.service.gov.uk.

Using this service

This service is run by the Government Digital Service (GDS). We want as many people as possible to be able to use this service. This means you should be able to:

  • change colours, contrast levels and fonts
  • zoom in up to 300% without the text spilling off the screen
  • get from the start of the service to the end using just a keyboard
  • get from the start of the service to the end using speech recognition software
  • listen to the service using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

We’ve also made the text in the service as simple as possible to understand.

AbilityNet has advice on making your device easier to use if you have a disability.

How accessible this service is

Some people may find parts of this service difficult to use.

For paying users:

  • error messages and labels for card expiry dates may not be announced to screen readers

For users in government service teams:

  • field labels may not be announced to screen readers in some parts of the admin tool
  • checkboxes for applying settings to a service need to be tabbed through to select and deselect
  • the function of some buttons is not clearly announced to screen readers

What to do if you have difficulty using this service

If you have difficulty using this service, contact us by sending an email to govuk-pay-support@digital.cabinet-office.gov.uk.

If you need any part of this service in a different format like large print, audio recording or braille, email govuk-pay-support@digital.cabinet-office.gov.uk.

We’ll consider your request and get back to you within two working days.

Reporting accessibility problems with this service

We’re always looking to improve the accessibility of this service. If you find any problems that are not listed on this page or think we’re not meeting accessibility requirements, email govuk-pay-support@digital.cabinet-office.gov.uk.

We’ll consider your request and get back to you within two working days.

If you’re not happy with our response

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, which is run on behalf of EHRC.

Technical information about this service’s accessibility

We’re committed to making this service accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

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

Non accessible content

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

Non compliance with the accessibility regulations

For paying users:

  • error messages and labels for card expiry dates may not be announced to screen readers (WCAG success criterion 4.1.3)

For users in government service teams:

  • field labels may not be announced to screen readers in some parts of the admin tool (WCAG success criteria 2.4.6 and 4.1.3)
  • the function of some buttons is not clearly announced to screen readers (WCAG success criteria 1.3.1 and 4.1.2)

We intend to fix these problems by 30 September 2020.

Users in government service teams will find that checkboxes for applying settings to a service need to be tabbed through to select and deselect. We’re intending to diagnose and fix this issue by 31 December 2020.

Additionally the following content on GOV.UK Pay’s status page is not compliant with the Web Content Accessibility Guidelines version 2.1 AA standard. The non-compliances are listed below:

  • an incorrect heading hierarchy (WCAG success criterion 1.3.1)
  • missing level 1 headings (users may not be able to accurately determine the structure of content on the page)
  • missing the main heading and the status home page has an incorrect heading hierarchy (WCAG success criterion 1.3.1)
  • ‘Subscribe to updates’ link does not contain programmatically discernible link text (WCAG success criterion 1.3.1)
  • form fields do not contain an explicit label (WCAG success criterion 1.3.1)
  • forms do not indicate to users that they are expandable or collapsible (WCAG success criterion 4.1.2)
  • forms contain some text that does not meet the minimum colour contrast requirements (WCAG success criterion 1.4.3)
  • link to close a form is not descriptive enough for some users to determine its function or purpose (WCAG success criterion 2.4.4)
  • ‘Subscribe to updates’ forms, when submitted with incorrect data, do not inform screen reader users of the error message when it becomes available (WCAG success criterion 4.1.3)

We are working with the supplier of GOV.UK Pay’s status page who intend to make their service fully accessible but they have not yet provided a fixed date for this. We will, however, make an assessment when the contract is up for renewal.

How we tested this service

The service was last tested on 6 August 2020 and was checked for compliance with WCAG 2.1 AA. The test was carried out by the Digital Accessibility Centre.

You can contact us on govuk-pay-support@digital.cabinet-office.gov.uk to receive a copy of the full accessibility audit report.

We tested user journeys for both paying users and government service teams, including:

  • setting up a test account
  • making a demo payment
  • setting up a payment link
  • requesting a live account
  • adding a team member
  • creating a prototype link
  • logging in to an account
  • making a card payment
  • making a card payment with Apple Pay and Google Pay

We previously tested this service for compliance with WCAG 2.1 AA on 5 September 2019.

What we’re doing to improve accessibility

Our roadmap includes information about how and when we plan to improve accessibility on this service.

We know that if you take too long to submit information on a form, you will not receive a warning message or be able to extend your time. This is not compliant with the Web Content Accessibility Guidelines version 2.1 AAA standard, section 2.2.6.

We conducted an accessibility review in 2016 and found that setting a 90-minute timeout was more helpful for users with accessibility needs than a warning message. If we plan to do more research on this, it will be announced in our roadmap.

This page was prepared on 10 September 2019. It was last updated on 24 September 2020.