Supporting customers and colleagues with Sunflower Extra

Sunflower Extra is an enhanced version of the Sunflower Card. It allows people with non-visible disabilities to instantly share personalised support information by tapping their card on an NFC-enabled phone or scanning a QR code.

  • It helps customers communicate their needs discreetly 
  • It makes it easier for staff to offer the right support 
  • It works instantly - no app required 

How to support a customer or colleague using Sunflower Extra in four easy steps

Click on each step for more detailed information


How to support
1. A customer or colleague shows you their Sunflower Extra card

  • If someone presents their Sunflower Extra Card, it means they may need extra support or understanding
  • Treat them with patience, kindness, and respect - just as you would any Sunflower wearer
  • The card shows Sunflower icons to show the extra support they may need

2. The Sunflower Extra user can choose to tap the card on a phone to access their support details

  • Most modern smartphones will recognise the card automatically when tapped. They can choose to use their phone, or you may want to use your own.
  • If tapping doesn’t work, customers may scan the QR code on the card instead

3. Read and follow the support information

  • The customer’s personalised page will appear, showing the details they’ve chosen to share
  • This might include preferred communication methods, assistance needs, or other important information. It can be a simple as needing to access a quiet space or bathroom
  • You do not need to ask for further details - simply follow what’s on the screen

4. Provide support accordingly

  • If you’re unsure how to help, follow our rule of six:
    1. Ask in a polite and patient way:“How can I help you today?”
    2. Listen carefully and be guided 
    3. Don't judge
    4. Don't assume
    5. Be kind
    6. and always show respect
  • If you cannot personally assist, direct them to someone who can

Extra resources

To help your team understand and confidently support people using Sunflower Extra, we’ve created simple resources to get them ready.

A one page summary for getting started

A printable summary for your next steps 

 

Download the staff one-pager

 

A short explainer animation

A short video to show how Sunflower Extra works

 

A quick staff guide

A downloadable guide with all the key information your colleagues needs

 

Download the staff guide

 

A one-page guide to the Sunflower symbols

Whether their non-visible disability is sight loss, not being able to stand for long periods of time or needing urgent access to toilet facilities, Sunflower wearers can discreetly highlight the type of support they need on their personalised Sunflower card.

Our free Sunflower icons poster provides an overview of all the icons

 

Download the Sunflower Symbols guide

 

Social media assets you can use

Ready-to-use visuals to share on your brand’s social media channels to raise awareness and showcase how inclusive your business is,

  • Download the image: on desktop (Windows or Mac): Right-click (or Control + Click on Mac) and select "Save image as..."
  • Download the image: on mobile devices (iPhone, iPad, Android): Tap and hold the image, then choose "Save Image".
  • Use the suggested text: copy the caption provided to make sharing quick and easy.

 

We’re proud to support the Sunflower

  • Not all disabilities are visible, but everyone deserves to feel supported. As a Sunflower-Member, we’re proud to welcome and assist individuals with non-visible disabilities
  • Now, we’re excited to support Sunflower Extra - a new digital version of the Sunflower Card that allows wearers to discreetly communicate their support needs with a simple tap on a phone
  • We’re committed to making our space more inclusive and ensuring everyone gets the support they need
  • Learn more about Sunflower Extra here

     

Alt: A graphic promoting "Sunflower Extra" with a dark green background. The bold yellow and white text reads, "Sunflower Extra is here! We’re ready to support you." A contactless card with the "Hidden Disabilities" logo and Sunflower design is shown at an angle. On the left, there’s a pink contactless signal icon, with a green lanyard decorated with yellow Sunflowers.

Sunflower Extra is here! We’re ready to support you.

  • We’re excited to announce that we are now supporting Sunflower Extra, the latest evolution of the Hidden Disabilities Sunflower
  • With a simple tap on a phone, the Sunflower Extra card allows people with non-visible disabilities to discreetly communicate the support they need- giving them more privacy, more confidence, and more control
  • We’re proud to be a Sunflower Member and part of a movement making everyday interactions more inclusive for all

Alt: A graphic promoting "Sunflower Extra" with a dark green background. The bold yellow and white text reads, "Sunflower Extra is here! We’re ready to support you." A contactless card with the "Hidden Disabilities" logo and Sunflower design is shown at an angle. On the left, there’s a pink contactless signal icon, with a green lanyard decorated with yellow Sunflowers.

More confidence. more privacy. more support.

  • We’re proud to support Sunflower Extra, an exciting new way for people with non-visible disabilities to communicate the support they need quickly and discreetly.
  • With a simple tap on a phone, Sunflower Extra allows wearers to share extra details about the help they may need, making interactions easier, more seamless, and stress-free.
  • As a Sunflower Member, we’re here to help and ready to welcome Sunflower Extra wearers.
  • Learn more about Sunflower Extra here

     

Alt: A graphic with a dark green background and bright yellow sunflowers. The text in bold white says, "We’re proud to support the Sunflower." In the bottom right corner, there’s the "Hidden Disabilities Sunflower" logo. A green lanyard with yellow Sunflowers.

 

FAQs for your team

 

FAQ
What if my phone doesn’t support NFC?

The customer can scan the QR code on their card instead to access their information.

How do I tap the card?

Sunflower Extra uses NFC (Near Field Communication), which allows the card to be tapped on a phone to open the wearer's digital support profile. Here’s how to tap the card depending on the device:

For iPhones (Apple devices) 

NFC is automatically enabled on iPhones (iPhone 7 and newer). Simply hold the Sunflower Extra card near the top of the phone - look for the pink wireless symbol on your card as a guide . A notification will pop up on the screen - tap it to open the digital profile.

For Samsung and Android Phones

Most Android phones have NFC, but it may need to be switched on. Go to Settings > Connections > NFC & Contactless Payments and turn it on. Hold the back of the phone (usually near the camera or middle of the phone) near the the pink wireless symbol on your card . A notification will pop up, tap it to view the wearer’s support details.

Troubleshooting tips:

  • Ensure the phone is unlocked before tapping
  • If nothing happens, try adjusting the position slightly
  • If NFC isn’t working, scan the QR code on the back of the card instead

What do the Sunflower symbols mean?

The Sunflower Extra digital profile may display specific icons that provide a quick visual reference to a person’s access needs. 

These icons represent different types of assistance, such as:

  • Communication support
  • Extra time
  • Sensory sensitivity 

You can find a full guide to the Sunflower symbols here.

Can I contact the emergency contact?

Sunflower Extra provides the option for wearers to include an emergency contact, but staff must always get the wearer’s permission before making a call.

If you are unsure whether calling is necessary—always check with the wearer first.

What happens if I find a Sunflower Card?

If you come across a misplaced or lost Sunflower Extra card:

  1. Do not attempt to use the card – It contains personal information meant for the wearer
  2. Report the lost card immediately by emailing our customer support team here
  3. We will cancel the card to prevent unauthorised access and attempt to contact the owner if possible

Tip: If a customer reports their Sunflower Extra card missing while in organisation, kindly direct them to contact our support team for assistance.

What if a customer doesn’t want to tap their card on my phone?

They can tap it on their own phone and show you the details instead.

What if a Sunflower Extra user's support request isn’t something I can provide?

If a wearer requests a specific accommodation that your business isn’t able to offer, try to:

  • Find an alternative way to help (e.g. offering a quiet space, providing extra time)  
  • Let the customer know you understand their request and will do your best to assist
  • If needed, involve a manager or another team member to see if further support can be arranged

Even small adjustments can make a big difference in ensuring an inclusive and supportive experience.

How do I recognise a Sunflower Extra card?

The Sunflower Extra Card looks similar to the standard Sunflower personalised card but features:

  • A small wireless pink icon on the front of the card, indicating it has NFC technology 
  • A QR code on the back for easy scanning

Is the customer’s personal data stored on my phone?

No. Your device does not store any information - you are simply viewing a page the customer controls.

You can view the information for 5 minutes. After that, if you refresh, close the window, or go back, the page will no longer be visible.

If you try to share the link with anyone else. it won’t show the Sunflower Extra profile page without tapping the card again.

What if I don’t know how to assist the Sunflower wearer?

Follow the instructions on their Sunflower Extra profile. If you’re still unsure, kindly ask: "Is there anything I can do to help you?"

Do all Sunflower wearers have a Sunflower Extra card?

No. Some customers may still use the standard Sunflower Card or Lanyard. In all cases, offer patience and support.

What you can do to help

  • Be patient, kind, and understanding
  • Follow the instructions provided on the customer’s digital page
  • If needed, ask, "How can I help you today?"
  • Keep the interaction simple and respectful - the goal is to make their experience as smooth as possible.

By recognising Sunflower Extra, you’re helping to make your business a more inclusive, accessible space for people with non-visible disabilities.

Log in to your account to ask a question