A simple technology guide for people over 55

Modern technology doesn't have to be baffling. Video calling, smartphones, online banking and staying safe from scams are all genuinely manageable skills, and once you've got the basics, they open up a lot. This guide covers the four areas that come up most often: choosing and using a smartphone, video calling family and friends, doing your banking online, and protecting yourself from the people who'd rather you didn't know how any of it works.

No jargon. No assumption that you're already an expert. Let's get into it.

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Do I actually need a smartphone, or will any phone do?

You don't need one. A simple mobile, often called a feature phone or a "brick", will make and receive calls and texts perfectly well, and for some people that's everything they want.

That said, a smartphone opens up video calling, apps for your bank, WhatsApp, and the ability to look things up wherever you are. If you're mainly buying a phone so that family can reach you, a basic handset is fine. If you want to video call your grandchildren or manage your bank account from the sofa, you'll want a smartphone.

The honest truth is that most people who get a smartphone, even reluctantly, find within a few months that they use it for more than they expected.

Which smartphone is easiest to use?

There are two main types: iPhones (made by Apple) and Android phones (made by various manufacturers, including Samsung, Motorola and Google). Both work well. The differences matter less than you might think, but there are a few practical points worth knowing.

One phone that deserves a specific mention: the Doro 8100. Doro is a Swedish company that designs phones specifically for older users. The menus are simplified, the text is large by default, and there's an emergency assistance button on the back. It runs Android, so you get access to all the usual apps. It typically costs around £80 to £130 SIM-free, which makes it considerably more accessible than a flagship iPhone.

If budget is a concern, a second-hand iPhone or Samsung from a reputable seller such as Back Market or Music Magpie is worth considering. Phones two or three years old still work well for everyday use.

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How do I set up a new smartphone without getting overwhelmed?

Slowly, and not all at once. That's my genuine advice.

When a new phone arrives, the setup process asks you to sign in to (or create) an account, an Apple ID for iPhones, a Google account for Android. This account is what lets you download apps and, importantly, backs up your contacts and photos so they're not lost if the phone breaks. Write down the email address and password you use and keep them somewhere safe. Not on the phone itself.

Once the basics are set up, focus on just two or four things in the first week: making calls, sending texts, and perhaps getting your email working. Everything else can wait. People who try to learn everything at once tend to feel more confused after a week than they did on day one.

One more thing. The font size and screen brightness settings on most phones are set for younger eyes by default. Change them immediately. On an iPhone, go to Settings > Display & Brightness > Text Size. On a Samsung, go to Settings > Display > Font Size and Style. Making text bigger from the start removes a lot of frustration.

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How does video calling work, and which app should I use?

Video calling lets you see and hear the person you're talking to, in real time, over the internet rather than the phone network. You need a smartphone, tablet or computer with a camera and microphone, and a Wi-Fi or mobile data connection. That's it.

The main apps used for video calling in the UK are:

• WhatsApp (owned by Meta, free, works on both iPhones and Android phones, by far the most widely used)
• FaceTime (built into iPhones and iPads, excellent quality, but only works between Apple devices)
• Zoom (popular for group calls and used heavily during the pandemic; some GP surgeries and NHS services use it for consultations)

WhatsApp is, in my experience, the best starting point for most people. Almost everyone already has it on their phone, it works on any device, and video and voice calls through it are completely free as long as you're on Wi-Fi. The interface is reasonably straightforward once you've done it a couple of times.

How do I make a video call on WhatsApp?

Open WhatsApp. Find the contact you want to call in your list of chats, or search for their name using the magnifying glass icon. Open the conversation. At the top right of the screen, you'll see a phone icon and a video camera icon. Tap the video camera icon. That's it. If they're available, they'll answer and you'll see them on screen.

The first time feels awkward. Almost everyone says the same thing. After a few calls it becomes completely natural.

If you're calling an older relative who finds technology difficult, it's worth knowing that WhatsApp lets you set up a call so that it connects automatically without the other person needing to tap "Answer", this is called a linked device or an auto-answer setting, though it requires a little setup on their device. Your local library or Age UK digital helper can set that up for you.

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What do I need to know about using online banking?

Online banking lets you check your balance, transfer money, pay bills and review your statements without visiting a branch or phoning up. All the main UK banks offer it, and most now have apps that work on smartphones.

Setting it up usually involves registering on your bank's website or downloading their official app, then verifying your identity using a code sent to your mobile phone. Your bank's customer service line can walk you through this if you're unsure.

A few things worth knowing upfront:

Your bank will never ask you to move money. If anyone phones, emails or texts you claiming to be your bank and asks you to transfer funds to a "safe account", that is a scam. Always. The real bank will never do this. Hang up, wait a few minutes, then call the number on the back of your card if you're worried.

Use the official app. Rather than typing your bank's web address every time, downloading the official app (from the App Store on an iPhone or the Google Play Store on an Android) is safer. It reduces the chance of accidentally landing on a fake website. The UK's major banks, including Barclays, Lloyds, NatWest, HSBC and Halifax, all have well-designed apps that are straightforward to use.

You're protected if something goes wrong. Under the Payment Systems Regulator's rules, if you're an authorised push payment fraud victim (meaning you were tricked into sending money), your bank is required to reimburse you in most cases, up to £85,000. This protection was strengthened in October 2024. More detail is available at moneyhelper.org.uk.

The fear of making a mistake online is common and, honestly, understandable. But online banking is built with multiple checks before any money moves. You can look at your balance and statements without any risk at all.

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How do I stay safe online?

Online safety comes down to a fairly short list of habits, and most of them are about slowing down rather than doing anything technically complicated.

Passwords

Use a different password for each important account. I know that sounds onerous, but the reason matters: if one website is hacked and your password leaks, criminals will immediately try that same password on your email and your bank. A password manager app (1Password and Bitwarden are both reputable) stores all your passwords securely so you only need to remember one master password. Alternatively, write passwords in a small notebook kept at home, away from your computer. This is not ideal from a security standpoint, but it's considerably better than using the same weak password everywhere.

For important accounts, a strong password is typically a combination of four or more random words (the National Cyber Security Centre calls this a "passphrase"), something like "correct-horse-battery-staple" is harder to crack than "P@ssword1" despite looking simpler.

Recognising scam messages

The volume of scam texts and emails targeting older people in the UK is, frankly, extraordinary. Action Fraud received over 35,000 reports of phishing in 2023 alone, and the actual number is far higher because most incidents go unreported.

The common patterns are: a message claiming to be from Royal Mail, HMRC, your bank or a delivery company; a sense of urgency ("your parcel will be returned", "your account will be suspended"); a link that leads to a fake website designed to harvest your personal details.

If a message arrives and you're not sure whether it's real, do not tap any links. Go directly to the organisation's website by typing the address yourself, or find their official phone number from their website and call. That's really the whole of it.

Keeping your phone updated

Software updates are, without question, one of the most effective things you can do for your security. When your phone tells you an update is available, install it. Updates fix security vulnerabilities that criminals can otherwise exploit. It takes a few minutes and usually requires your phone to restart. That's the whole inconvenience.

Two-factor authentication

Two-factor authentication (2FA) means that logging in requires both your password and a second check, typically a code sent to your mobile. Your bank almost certainly already uses this. It's worth enabling it on your email account too, since your email is the gateway to resetting passwords on everything else. Instructions vary by provider, but searching "[your email provider] + how to enable two-factor authentication" will find the right guide quickly.

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What about video appointments with my GP or hospital?

NHS video consultations became much more common during and after the pandemic, and many practices still offer them. They typically use either Attend Anywhere (now rebranded as Careflow Connect), AccuRx or Zoom for Healthcare. Your GP's receptionist will send you a link by text or email; you click the link at the appointment time and the consultation opens in your browser or app without needing to create an account.

The NHS has a dedicated page at nhs.uk with guidance on preparing for a video consultation. If you've never done one, it's worth doing a test call with a family member beforehand so the technology isn't new on the day.

The same principle applies as for any video call: good lighting (sitting facing a window rather than having it behind you), a quiet room, and the phone or tablet propped up rather than handheld all make a significant difference to how well the call goes.

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Is it safe to shop online?

For the most part, yes, with some straightforward precautions.

Stick to well-known retailers: Amazon, Marks & Spencer, John Lewis, Boots, Argos. These sites use encrypted connections (you'll see "https://" and a padlock symbol in the browser address bar) and have established fraud teams. Buying from an unknown website advertising suspiciously cheap goods carries much higher risk.

Pay by credit card or debit card rather than bank transfer. Purchases made on a credit card are protected under Section 75 of the Consumer Credit Act for items over £100. Debit cards offer similar protection through the Chargeback scheme, though this is a voluntary scheme rather than a legal right.

If a deal looks too good to be true online, it almost always is.

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Where can I get ongoing help and learn more?

Several organisations specifically support older people with technology, and most of their help is free.

Age UK (ageuk.org.uk) runs digital inclusion programmes and can point you to local support. The Good Things Foundation (goodthingsfoundation.org) has a network of community learning centres across the UK. AbilityNet (abilitynet.org.uk) offers free home visits from volunteers who help older and disabled people use technology more confidently, a service that is, in my experience, enormously underused given how useful it is.

If you'd rather learn at your own pace, the BBC's Own It digital skills pages and the Learn My Way platform (run by the Good Things Foundation) both have free, plain-English online courses covering exactly the areas in this guide.

You don't need to figure this out alone. There are a lot of people whose job it is to help, and most of them are very good at it.

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