As banks shift services online, elderly clients unable or unwilling to use internet banking risk losing access to financial services. We design and test training interventions to foster internet banking in a field experiment with more than 27,000 elderly non-adopters at a large German savings bank. Training take-up is strikingly low: only 2% of invited clients respond. Yet, conditional on participation, training is highly effective: the two-hour training program increases internet banking setup by 25 percentage points and raises online transactions by 13 percentage points – effects that persist four months after training completion. A follow-up survey with a broader sample of elderly non-adopters reveals why take-up is low despite sizable training effects: two-thirds of elderly non-adopters display persistent reluctance towards internet banking adoption, which is not sensitive to subtle changes in the framing of training invitations. The remaining third are constrained by a lack of skills and support, which could be overcome by our training intervention.

We study the effect of banks’ cross-selling on household credit. Using administrative register data on bank–household relationships in Denmark, we measure cross-selling via households’ holdings of noncredit products. Our identification strategy exploits plausibly exogenous shocks to cross-selling relationships resulting from bank mergers. We document the following findings. First, cross-selling increases credit access and lowers interest rates: treated households see loan amounts rise by about 22% and interest rates fall by roughly 60 basis points. Second, these effects are stronger in low-competition markets. Overall, our findings imply that cross-selling has an economically significant impact on household credit and can exacerbate credit inequality.

This paper examines whether modest contract tailoring improves consumer credit outcomes. In a randomized field experiment with a large fintech lender, shifting due dates to just after paydays sharply improves on-time repayment. In the lender's complete loan book, where due dates land as good as randomly relative to paydays, synchronizing repayment with income cycles cuts the overdue rate by 29.4% and long-term default by 16.0%. Tailored timing raises borrowers' future credit access by 4.1% through improved repayment records. Substantial economic benefits accrue to both sides: borrowers save on penalties, and lenders accelerate cash flows and avoid write-offs. Effects concentrate among liquidity-constrained borrowers---young, low-income, low-credit-limit, and low-education---and strengthen with borrower experience. Overall, consumer credit markets benefit from contract tailoring, with fintech lending particularly well placed to turn those gains into financial inclusion.