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Understandable WCAG 3.2.6

3.2.6 Consistent Help

If a web page contains help mechanisms, they occur in the same relative order on each page.

Level A Minor WCAG 2.2 (new)

What this rule means

WCAG 3.2.6 (new in WCAG 2.2) requires that if your site provides help mechanisms — contact information, chat widgets, FAQ links, self-help options — these appear in the same relative location and order on every page.

Help mechanisms covered include: human contact details (phone, email), human contact mechanisms (chat, messaging), self-help options (FAQ, knowledge base links), and fully automated contact mechanisms (chatbots). The relative order must be consistent, though they don't have to be in exactly the same position pixel-by-pixel.

Why it matters

Users with cognitive disabilities may struggle to find help if it moves between pages. Consistent placement reduces the cognitive effort needed to access support, which is especially important when users are already frustrated or confused.

This criterion directly supports users who may need help completing tasks — those with cognitive, learning, and neurological disabilities.

Related axe-core rules

There are no automated axe-core rules for this criterion. Consistent help placement must be verified through manual cross-page comparison.

How to test

  • Identify all help mechanisms across multiple pages (chat, phone, FAQ link, contact form link).
  • Verify they appear in the same relative order on every page.
  • Check that the help mechanism is discoverable from every page in the site.

How to fix

<!-- Consistent footer help section across all pages -->
<footer>
  <div class="help-section">
    <h2>Need Help?</h2>
    <ul>
      <li><a href="/faq">FAQ</a></li>
      <li><a href="/contact">Contact Us</a></li>
      <li>Phone: +1 (555) 123-4567</li>
      <li><button id="chat-trigger">Live Chat</button></li>
    </ul>
  </div>
</footer>
<!-- Same order: FAQ, Contact, Phone, Chat on EVERY page -->

Common mistakes

  • Placing a chat widget on product pages but not on checkout pages where users most need help.
  • Reordering help options between page templates.
  • Hiding help mechanisms on certain pages.

Resources