Although much of the accumulated quantitative data on non-use of the internet has consistently highlighted the most obvious reasons for not using the internet (a lack of interest and relevance), the limitations in our understanding of non-users have also started to be recognised. This study aims to provide deeper insights into digital inclusion from the perspective of the digitally excluded members of society. An inductive analysis of in-depth interviews with non- and limited users reveals the multidimensional reality. The adoption of technology is not entirely up to the individual and is often socially constructed. The reasons behind non-use, often a lack of social encouragement and social support, call for a broader approach to understanding which goes far beyond a single explanation. This study has important implications for digital inclusion initiatives and better implementation of digital literacy programmes because it emphasises the importance of social resources to digital inclusion outcomes.