Recently, I helped my elderly parents as they tried to access their bank accounts. Although highly educated, they never received any financial education at school, at work, or even within their families. While they understand the basics of managing their money, navigating today’s financial system often feels complex and intimidating.

In one instance, biometric identification failed because their fingerprints have naturally faded with age, preventing them from accessing their own funds. For them, this was not simply a technical inconvenience. It was distressing and deeply worrying.

Luckily, I was there to help. But what happens to older adults without someone to accompany them? What about those who live alone, lack digital skills, or simply do not trust the system?

As financial ecosystems around the world continue to digitalize, these questions are becoming increasingly urgent.

When digital becomes difficult instead of enabling

Today, many basic financial tasks, such as checking an account balance, can only be completed through a smartphone or an internet-connected computer. In the past, this could be done at a branch. Now, it often requires navigating an app and completing multiple authentication steps.

For my parents, this process is overwhelming. They must open an app, check a text message, authenticate with their voice, remember multiple PINs, and move between screens quickly. Even with support, it can be confusing. Doing it alone would be nearly impossible.

Now imagine older adults who live in rural or remote areas, far from bank branches, with limited connectivity. Or those who live alone, without family members to assist them. Or those who face mobility challenges that make traveling to a branch difficult.

Digitalization is meant to increase inclusion. But when systems assume digital fluency and constant connectivity, they may unintentionally create new forms of exclusion.

How do we build education, confidence and trust?

Digital financial services offer enormous potential: faster payments, greater convenience, lower transaction costs, and expanded reach. However, access alone is not enough.

Many older adults experience fear of fraud, lack confidence in digital interfaces, and worry about making mistakes that could jeopardize their savings or pensions. Even individuals with high levels of formal education may not have received financial literacy training or exposure to digital financial tools during their working lives.

So what can we do about it?

Building older adults’ confidence and familiarity requires intentional support. Our teaching must go far beyond how to use an application. It should help build:

• Confidence in digital environments
• Awareness of fraud risks and prevention strategies
• Understanding of authentication processes
• Knowledge of where and how to seek assistance

Time to design age-inclusive financial systems

As countries advance toward digital financial inclusion, it is essential to ensure that older adults are not left behind. This requires thoughtful policy design and coordination among regulators, financial institutions and service providers.

Key considerations include:

• Recognizing older adults as a priority group within financial inclusion and digital finance strategies
• Promoting age-friendly product design, including simplified interfaces and assisted service channels
• Ensuring flexible and reliable authentication mechanisms, recognizing that biometric systems may not always function seamlessly for aging populations
• Strengthening coordination between national identification systems and financial institutions, to prevent unintended access restrictions
• Expanding consumer protection measures, including targeted anti-fraud campaigns and accessible complaint mechanisms

Digital transformation should not eliminate human touchpoints entirely. Hybrid models, combining digital efficiency with accessible in-person support, may be particularly important for older populations.

Through education, we can restore dignity and autonomy

Older adults have spent decades contributing to their families, communities and national economies. Ensuring that they can confidently and securely access their financial resources is not merely a technical challenge; it is a matter of dignity, autonomy and the ability to make their own decisions.

Success in digital financial inclusion should not be measured solely by the number of digital accounts opened or transactions processed. We must assess whether a retired teacher, a former healthcare worker, or an elderly couple can access their own savings without fear, confusion or unnecessary barriers.

True financial inclusion means including all generations.