Purpose The study aims to investigate the barriers limiting the adoption of digital wallets, particularly among the unbanked and examine how addressing these challenges can advance financial inclusion. Drawing on a structured analysis of personal, societal and technological factors, supported by cross-generational interviews, it identifies diverse user needs. The findings inform strategies to foster adoption, reduce financial inequalities, and promote sustainable digital finance, consistent with environmental, social and governance (ESG) principles and global sustainability objectives. Design/methodology/approach The study uses qualitative cross-generational interviews to examine the limited adoption of digital wallets particularly among the unbanked. It analyses internal, external and technological barriers, with the aim of advancing sustainable digital finance and supporting ESG integration and global sustainability goals through greater financial inclusion. Findings The study identifies key barriers to digital wallet adoption among the unbanked, including lack of trust, limited technology access and security concerns, and highlights opportunities such as improved financial literacy, targeted incentives and user-friendly solutions. Addressing these issues can advance financial inclusion, reduce inequality and support sustainable economic development. Practical implications Building trust through financial education, improving accessibility, designing user-centred interfaces, offering incentives and fostering multi-stakeholder collaboration are vital to leveraging digital wallets for sustainable digital finance. These strategies can promote financial inclusion, support ESG integration and advance global sustainability goals by reducing disparities and strengthening financial resilience. Social implications Limited adoption of digital wallets constrains poverty alleviation and economic equality by excluding the unbanked from digital finance. This study highlights the need for inclusive design, targeted interventions and digital literacy to bridge the digital divide. Addressing social barriers can enable digital wallets to advance financial empowerment, resilience and equitable, sustainable development. Originality/value The study examines the distinct challenges faced by the unbanked in adopting digital wallets, focusing on poverty alleviation and age-specific interventions. By integrating generational perspectives and adoption barriers, it advances understanding of digital wallets' role in financial inclusion. The research provides original insights and targeted strategies to support sustainable digital finance and global sustainability goals.
Aliakhbar et al. (Tue,) studied this question.