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Digital accessibility on postnord.se and in the PostNord app

Everyone should be able to use postnord.se and the PostNord App just as easily. That’s why we are already working on improvements under the EU Accessibility Directive that comes into effect in 2025. We know the challenges and continuously work to include all users, regardless of their needs and circumstances. Your experience is important to us.

What is digital accessibility?

Digital accessibility means that all websites and apps should be easy to use for everyone. This is achieved by following rules and guidelines that make content accessible and user-friendly for all users.

How accessible are postnord.se and the PostNord App?

We are aware that parts of postnord.se and the app are not fully accessible. See the section “Content that is not accessible” below for more information. We have conducted a self-assessment (internal testing) of the PostNord App on both Android and iOS platforms. Funka and DIGG have also conducted independent reviews of the PostNord App on iOS and Android, respectively. Funka's latest iOS assessment was conducted in March 2024, and DIGG's latest Android assessment was conducted in December 2024.

What can you do if you can't access parts of postnord.se or the PostNord App?

We are continuously working to improve our accessibility. If you encounter problems not mentioned here, or if you believe we are not meeting the legal requirements, please fill out the form further down on the page.

Supervision

The Agency for Digital Government (DIGG) is responsible for supervising the law on accessibility to digital public services. If you are not satisfied with how we handle your feedback, you can contact DIGG and report it here.

Technical information about accessibility on postnord.se and the PostNord App

Postnord.se and the PostNord App are partially compliant with the law on accessibility to digital public services due to the shortcomings described below.

Content that is not accessible

The content described below is in some way not fully accessible.

Non-compliance with legal requirements on postnord.se

Postnord.se was audited for accessibility by Funka between February 29 and March 25, 2024. We have also used the analysis tool Siteimprove to identify and fix issues following legal requirements.

Structure and semantics
  • Heading hierarchies may be incorrect or missing appropriate tags.
  • Headings sometimes appear without associated content.
  • Roles and link groups are not always properly defined.
  • Tables may use incorrect HTML elements.
  • Quotes in articles may lack proper HTML structure.
Navigation and links
  • Link purposes are not always clearly stated.
  • Some buttons and links may lack text alternatives (e.g. aria-label).
  • Incorrect or invalid ARIA code may be present.
Colors and contrast
  • Color contrasts may be insufficient in some areas.
Images and media
  • Some product images lack alternative text.
  • Video and audio content may lack captions or interpretation.
Forms and interactive elements
  • Forms may have accessibility issues. Error messages are not always placed next to the corresponding fields and may lack descriptive text. In some cases, an asterisk (*) is used to indicate required fields without explanation in text or code, which can create confusion. Semantic HTML tags may also be missing or incorrectly implemented, affecting accessibility for users with assistive technologies like screen readers.
Documents
  • PDF files and other documents are not always accessible.
Screen reader support
  • We are continuously working to improve screen reader support, but we cannot currently guarantee that all parts of the website work fully with assistive technologies like screen readers.
User settings (light/dark mode)
  • The website currently does not support the user's system settings for light or dark display mode. For example, users with dark mode enabled may still see a light version of the page.
Third-party solutions
  • The site includes features and content from third-party providers, such as certain forms. These components are not always under our direct control and may include accessibility issues. We require our providers to meet accessibility standards and maintain ongoing dialogue to ensure identified issues are resolved over time.
PostNord online customer service

We are aware that our current customer service platform, which is built on a third-party solution, does not meet all accessibility requirements. We take this seriously and are working on a new, improved solution to be launched in 2025. In the meantime, some features may not be fully accessible to all users.

This also applies to the widget in the lower right corner of our pages, which may contain accessibility issues depending on how it is technically implemented by the third-party provider.

We apologize for this and thank you for your patience while we work to deliver a better, more accessible customer service experience.

We are continuously working to address these issues.

Non-compliance with legal requirements for the PostNord App on iOS

Tested internally and by Funka from 2024-02-21 to 2024-03-14.

  • Navigation with an external keyboard may be partially deficient.
  • Link destinations are not always clearly defined.
  • Color contrast may be insufficient in some areas.
  • The heading hierarchy may be incorrect or lack proper heading elements.
  • Forms may have accessibility shortcomings.
  • aria-expanded is missing for expandable/collapsible areas.
  • Focus may not always behave correctly when navigating with VoiceOver.
  • Error messages may not be associated with the correct form field.
  • Checkboxes may lack a proper connection to their labels.
  • It may not always be clear that a button is interactive when using VoiceOver.
  • Descriptive text may not be linked to the relevant field.
  • Some elements may rely solely on color to indicate interactivity.
  • The app is locked in portrait mode. Supporting landscape mode requires significant design and code changes. We are aware of this and plan to address it, though we are currently prioritizing other accessibility improvements.
  • Scalability for containers and text may be partially inadequate.
  • Reading order may be illogical when using VoiceOver.
  • Buttons may lack clear names when using VoiceOver.

Non-compliance with legal requirements for the PostNord App on Android

Tested internally and by DIGG from 2024-11-21 to 2024-12-19.

  • Navigation with an external keyboard may be partially deficient.
  • Link destinations are not always clearly defined.
  • Color contrast may be insufficient in some areas.
  • The heading hierarchy may be incorrect or lack proper heading elements.
  • Headings may be misinterpreted as buttons by TalkBack.
  • Forms may have accessibility shortcomings.
  • aria-expanded is missing for expandable/collapsible areas.
  • Focus may not always behave correctly when navigating with TalkBack.
  • Error messages may not be associated with the correct form field.
  • Checkboxes may not appear interactive to TalkBack users.
  • Descriptive text may not be linked to the relevant field.
  • Some elements may rely solely on color to indicate interactivity.
  • The app is locked in portrait mode. Supporting landscape mode requires significant design and code changes. We are aware of this and plan to address it, though we are currently prioritizing other accessibility improvements.
  • Scalability for containers and text may be partially inadequate.
  • Reading order may be illogical when using TalkBack.
  • Buttons may lack clear names when using TalkBack.

Non-compliance with legal requirements for third-party payment terminals by Nets (used in both iOS and Android apps)

  • Many images lack descriptions. Warning icons only show the text “error.”
  • Headings are not correctly marked for screen readers, such as "Click to pay."
  • The screen is divided with the word "OR" in between, which is not picked up by screen readers.
  • The text next to the "Save my information..." checkbox is not properly linked for screen readers.
  • The screen is only available in portrait mode.
  • At 200% text zoom, content in the date and area code fields is cut off or disappears.
  • Area code selection via keyboard has low contrast, making it hard to read.
  • Keyboard navigation can cause focus to disappear, preventing forward tabbing.
  • When a dialog opens (e.g., "Click to pay"), focus is not set correctly, and background components can still be focused.
  • Some components lack visible focus indicators, such as links and the close button.
  • English words appear without appropriate language tagging, affecting screen readers.
  • If mandatory fields are left blank, no error message is shown—buttons are simply inactive.
  • Input fields lack visible instructions.
  • It is not clear which fields are required or optional.
  • Invalid month values (e.g., over 12) only trigger "Invalid Date" without explanation.
  • Radio buttons for area code and “Click to Pay” dialogs lack proper roles for screen readers.
  • The “Save my information...” checkbox and back button lack accessible names. The area code button may only say “+.”
  • Error messages do not receive automatic focus for screen readers.
  • The webpage does not meet WCAG AA standards and lacks an alternative version.
  • The website does not respect user settings for light or dark mode.

We are continuously working to resolve these issues. We aim to have them addressed by the time the European Accessibility Act comes into force on June 28, 2025.

Page published: 2024-09-02

Last updated: 2025-06-02

Have you found a digital accessibility issue?

Use this form to report any accessibility issues you find on postnord.se or in our app. Don’t forget to leave your email address if you wish to receive updates on your reported issue. We’ll get back to you in 48 hours.