WCAG 3.2.6 Consistent Help: Keep Help Mechanisms in Same Place

What This Criterion Requires

WCAG 3.2.6 Consistent Help is a new criterion introduced in WCAG 2.2 at Level AA. It requires that if a website provides any of the following help mechanisms, they are located in the same relative order on each page: human contact details (phone number, email, business hours), human contact mechanisms (chat, contact form, social media links), self-help options (FAQ page, how-to page, support page), and a fully automated contact mechanism (chatbot). The criterion does not require websites to provide help at all, but if help is available, its location must be consistent. This is similar to 3.2.3 (Consistent Navigation) but specifically focused on help mechanisms. The help mechanisms must maintain their relative order across pages, though the exact visual position may adapt to the page layout. For example, if a phone number and chat widget appear in the footer, the phone number should always come before the chat widget if that was the original order. This predictability helps users find help when they need it most, which is typically when they are already struggling with the interface.

Why It Matters

Users with cognitive disabilities often need help completing tasks on websites, and finding help mechanisms is itself a task that can be challenging. When a user is confused or stuck, they are already experiencing cognitive load, and having to search for help mechanisms adds to that burden. If the help link is in the footer on one page, in the header on another, and in a sidebar on a third, users with cognitive disabilities may not be able to find help at all. People with memory impairments benefit from consistent placement because they can learn once where to find help and rely on that knowledge. Users with learning disabilities may struggle with complex navigation and depend on consistently placed help options as a lifeline. This criterion also benefits older adults who are less confident with technology and frequently need to contact support. Even users without disabilities appreciate knowing exactly where to find help without searching. Consistent help placement is a hallmark of good user experience design and is especially critical for e-commerce sites, banking applications, and government services where users frequently need assistance.

Common Failures and How to Fix Them

<!-- Page 1: Help in header -->
<header>
  <nav>...</nav>
  <a href="/help">Help</a>
  <a href="/contact">Contact Us</a>
</header>

<!-- Page 2: Help in sidebar only -->
<aside>
  <a href="/contact">Contact Us</a>
  <a href="/help">Help</a>
</aside>

<!-- Page 3: Help in footer, different order -->
<footer>
  <a href="/faq">FAQ</a>
  <a href="/contact">Contact Us</a>
</footer>

<!-- All pages: Help consistently in footer, same order -->
<footer>
  <div class="help-section">
    <a href="/help">Help Center</a>
    <a href="/contact">Contact Us</a>
    <a href="/faq">FAQ</a>
    <p>Phone: 1-800-555-0123 (Mon-Fri, 9am-5pm EST)</p>
  </div>
</footer>

<!-- Homepage: chat widget present -->
<div id="chat-widget" class="chat-launcher">
  <button>Chat with us</button>
</div>

<!-- Checkout page: no chat widget -->
<!-- Widget script not loaded on this page -->

<!-- All pages: chat widget consistently available -->
<div id="chat-widget" class="chat-launcher" 
  style="position: fixed; bottom: 20px; right: 20px;">
  <button aria-label="Open live chat support">
    Chat with us
  </button>
</div>
<!-- Widget script loaded on all pages via site-wide template -->

How to Test

1. Identify all help mechanisms on the website, including contact information, chat widgets, FAQ links, and help center links.
2. Navigate to multiple pages and verify that the same help mechanisms appear in the same relative order on each page.
3. Check that help mechanisms are not missing from pages where users are likely to need assistance, such as forms, checkout flows, and account management.
4. Verify that the relative order of help mechanisms is maintained even if the visual layout differs between pages (e.g., full desktop layout vs. mobile responsive layout).

CMS-Specific Guidance

This criterion commonly causes issues on these platforms:

• Wordpress Accessibility Checklist
• Shopify Accessibility Checklist
• Squarespace Accessibility Checklist
• Wix Accessibility Checklist
• Webflow Accessibility Checklist
• Bigcommerce Accessibility Checklist

Further Reading

• Wcag Explained Plain English
• Shopify Store Accessibility Guide

Related WCAG Criteria

• WCAG 3.2.3
• WCAG 3.2.4