Background and Aim: Easy access to support for digital issues is a core concern for a lot of elderly users, and prospective users, of digital devices. At the same time, this is a challenge from at least two perspectives; (1) the diversified digital adoption among the elderly, and (2) the diversified digital devices and services offered and used. This study aims to describe and analyse the complexity in digital support for the elderly.

Method: Data was collected by 20 hours of open observations at a public support centre and analysed by thematic analyses of field notes.

Results: Preliminary results indicate from the first perspective that the complexity in the support is related to the overall life situation of the elderly. From the second perspective, the complexity in devices and services needed support for also reflect differences in life situations and socio-economical prerequisites.

Discussion and implications: The result highlights the need for warm experts in supports situation for elderly, experts with an understanding of different life situations and an ability to meet the support seekers at their digital literacy level. It also highlights the need for experts that accept and understand differences in digital accessibility and needs. The conclusion is that support functions for the elderly demands more than tech-savvy youngsters or professionals to facilitate digital inclusion and prevent digital drop-outs.