Consistent Help (3.2.6)

If a set of web pages provides help mechanisms (contact information, chat, FAQ links, self-help options), they must appear in the same relative order on each page.

WCAG Reference

Applies to: WCAG 2.2 Introduced in: WCAG 2.2 | Level: A | Read the official specification →

What this rule checks

The scanner verifies that help-related UI elements maintain consistent placement and ordering across pages within the same site.

Why it matters

Users with cognitive disabilities rely on predictable patterns to find help. If a help link or chat button moves to a different position on every page, users must search for it each time, increasing cognitive load and frustration.

Common failure patterns

a "Contact Support" link in the footer on some pages and in the header on others
a help chat widget that appears on the right on some pages and the left on others
FAQ links included on product pages but missing from checkout pages
help navigation items in a different order across different sections of the site

Remediation guidance

place help mechanisms in the same relative position across all pages (e.g., always last in the footer)
use a shared layout component to ensure consistent ordering automatically
if multiple help options exist, keep their order fixed (e.g., FAQ, then Chat, then Email)
audit help element placement across page templates to confirm consistency