Goal
Provide help consistently across pages.
Success Criterion · WCAG 3.2.6
Consistent Help
If a Web page contains any of the following help mechanisms, and those mechanisms are repeated on multiple Web pages within a set of Web pages, they occur in the same order relative to other page content, unless a change is initiated by the user: Human contact details, Human contact mechanism, Self-help option, or A fully automated contact mechanism.
Level AWCAG 2.2Understandable3.2 · Predictable
Copy button ready
What to do
If help mechanisms exist (contact link, chat, support), keep them in a consistent location and order across pages.
Why it matters
Users who need help should not have to hunt for it; consistency reduces cognitive load.
Success criterion
What WCAG 3.2.6 requires
Summarized directly from the official Understanding document so teams can quote the requirement accurately.
If a Web page contains help mechanisms, and those mechanisms are repeated on multiple Web pages within a set of Web pages, they occur in the same relative order on each Web page unless a change is initiated by the user.
Intent
Why WCAG created this requirement
- Help must be easy to find when users need it.
- Consistency makes help discoverable and predictable.
- User personalization is allowed.
Benefits
Who gains when you pass
- Users with cognitive disabilities can quickly find support.
- Users in distress or stuck can access help without searching.
- All users benefit from predictable support locations.
Why it matters
User impact when this criterion fails
Summaries drawn from the Understanding document help you socialize impact statements with product stakeholders.
Users may abandon tasks when they can’t find help quickly.
Inconsistent help placement causes confusion and extra effort.
Exception guidelines
Use the WCAG 3.2.6 exceptions correctly
Document the rationale for each exception and note which alternative support you provide.
User initiated change
User changes the order/location of help mechanisms.
Requirement
User customization is allowed.
Overview
This WCAG 2.2 Level AA criterion requires that repeated help options (like help links, support chat, contact info) appear consistently across pages in the same relative order, unless the user changes it.
- If you provide help links in a header/footer, keep them consistent.
- If chat/help widgets exist, keep placement consistent or allow user control.
- Ensure help mechanisms are accessible (keyboard, screen reader).
Reference: All summaries and highlights originate from Understanding WCAG 3.2.6 and the W3C quick reference.
Fast facts
- Conformance level
- Level A
- WCAG version introduced
- WCAG 2.2
- Principle
- Understandable
- Guideline
- 3.2 · Predictable
Examples
Make success tangible for teams
Share pass/fail snapshots to coach designers, engineers, QA, and content authors.
Footer help
Pass
Footer always includes Help → Contact → Accessibility in the same order.
Fail
Help links appear in different locations or orders across pages.
Chat widget
Pass
Chat widget appears consistently (or is user-configurable).
Fail
Chat appears on random pages in different corners with no consistency.
Evidence to keep
Document conformance decisions
Capture artifacts for VPATs, procurement reviews, and regression testing.
- Document where help mechanisms live in templates and their ordering.
- Capture evidence screenshots across key pages showing consistent help placement.
Official resources
Deep dives and supporting material
Keep these links handy when writing acceptance criteria or responding to audits.
Implementation checklist
Capture progress and blockers
- Identify help mechanisms repeated across pages (Help link, Contact, Support, chat).
- Standardize placement and order across templates.
- Ensure help mechanisms are keyboard accessible and labeled.
- Avoid moving help mechanisms between pages without user initiation.
Testing ideas
Prove conformance with evidence
- Compare help mechanisms across multiple pages and verify consistent order/location.
- Test help links and widgets with keyboard and screen reader.
- Verify user personalization (if any) is the only cause of variation.
Related success criteria