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Category: WCAG Principles and Conformance

Consistent Help

Also known as: WCAG Success Criterion 3.2.6, SC 3.2.6
Simply put

Consistent Help is a web accessibility requirement that when a website offers help features, such as contact information or self-help options, those features should appear in the same place across the different pages of the site. Keeping help in a predictable location makes it easier for people to find assistance when they need it to complete a task. This helps users who may otherwise struggle to locate support if it moves around from page to page.

Formal definition

Consistent Help is Success Criterion 3.2.6, introduced in WCAG 2.2 at conformance Level A. It requires that when specified help mechanisms (for example, human contact details, a human contact mechanism, a self-help option, or a fully automated contact mechanism such as a chat facility) are repeated across multiple web pages within a set of pages, they occur in the same relative order to other page content, unless a change is initiated by the user. The criterion addresses the location and ordering of help mechanisms rather than requiring that help be provided at all; it applies only when such mechanisms exist. Meeting this criterion is one part of overall WCAG conformance and does not by itself guarantee an accessible experience or legal compliance; manual and assistive technology testing remain necessary.

Why it matters

Locating help is often the difference between completing a task and abandoning it entirely. When a site provides support features such as contact details, a self-help option, or a chat mechanism, users who encounter difficulty need to be able to find that assistance quickly. If help moves from page to page, users must re-orient themselves each time, which imposes an added cognitive and navigational burden. This burden falls most heavily on people with cognitive or learning disabilities, people using screen readers or screen magnification, and people who navigate slowly or by keyboard, but predictable placement benefits all users.

Consistent Help, introduced as Success Criterion 3.2.6 in WCAG 2.2 at Level A, addresses this by requiring that repeated help mechanisms appear in the same relative order across a set of pages. It is important to understand the scope precisely: the criterion governs the location and ordering of help features when they exist; it does not require that help be provided in the first place. Meeting SC 3.2.6 is one component of overall WCAG conformance and does not, on its own, guarantee an accessible experience or legal compliance.

Because this is a Level A criterion, it is generally treated as foundational within WCAG 2.2 conformance efforts. Organizations targeting WCAG 2.2 conformance should evaluate where their help mechanisms appear and confirm consistency, while recognizing that automated tools detect only a portion of relevant issues and that manual and assistive technology testing remain necessary. This entry is informational and not legal advice; applicable requirements evolve through regulation and case law, and qualified counsel should be consulted on specific obligations.

Who it's relevant to

Web developers and front-end engineers
Developers are responsible for implementing help mechanisms so they appear in a consistent relative position across a set of pages. Because SC 3.2.6 concerns relative order rather than exact pixel placement, developers should confirm that shared components such as headers, footers, or persistent help widgets render in the same sequence relative to other content, and verify this through manual and assistive technology testing rather than relying on automated checks alone.
UX and content designers
Designers decide where support features live within page layouts and information architecture. Placing help predictably supports users who may struggle to relocate assistance when it moves, particularly people with cognitive or learning disabilities. Designers should establish and document consistent patterns for contact details, self-help options, and automated chat so they remain stable across templates.
Accessibility and QA testers
Testers evaluating WCAG 2.2 conformance need to check whether repeated help mechanisms occur in the same relative order across the set of pages under review. This is a Level A criterion, so it is commonly prioritized in conformance work. Testing should combine manual review and assistive technology, since automated tools capture only part of what this criterion requires.
Compliance officers and accessibility program leads
Those overseeing accessibility programs should account for SC 3.2.6 when adopting WCAG 2.2 as a target, understanding that it addresses the consistency of existing help features and does not itself mandate providing help. Conformance with this criterion is one part of a broader effort and does not by itself ensure legal compliance; consult qualified legal counsel regarding specific obligations.

Inside Consistent Help

Consistent Help (WCAG Success Criterion 3.2.6)
A Level A success criterion introduced in WCAG 2.2 that requires help mechanisms appearing on multiple pages within a set of web pages to occur in the same relative order each time they are present, unless the user initiates a change.
Help mechanisms
The types of assistance covered by the criterion, which commonly include human contact details (such as a phone number or email address), a human contact mechanism (such as a messaging system or contact form), self-help options (such as a frequently asked questions page or how-to information), and a fully automated contact mechanism (such as a chatbot).
Consistent relative order
The requirement that when a help mechanism is repeated across pages, it appears in the same location relative to other page content, so users can predictably locate it. The criterion addresses relative order rather than pixel-perfect identical placement.
Set of web pages
The scope within which consistency is evaluated. The criterion applies to help that is repeated across multiple pages that share common characteristics, rather than requiring help to exist on every page.
User-initiated change exception
The provision that consistency is not violated when the user themselves changes the presentation or arrangement of content.

Common questions

Answers to the questions practitioners most commonly ask about Consistent Help.

Does Consistent Help require that every page include a help mechanism?
No. Success Criterion 3.2.6 Consistent Help does not require that a help mechanism be present at all. It applies only when a help mechanism is provided across a set of pages. If such a mechanism exists, it must appear in a consistent relative order across those pages. The criterion governs consistency of placement, not the mandatory addition of help features.
Is Consistent Help part of WCAG 2.0 or 2.1?
No. Consistent Help (Success Criterion 3.2.6) was introduced in WCAG 2.2 at Level A. It does not appear in WCAG 2.0 or WCAG 2.1. When citing this criterion as a requirement, attribute it specifically to WCAG 2.2 and confirm which version applies to your obligations, as those may be set by regulation, agency guidance, or settlement terms rather than by the guidelines themselves.
What types of help mechanisms fall under this criterion?
The criterion addresses help mechanisms provided on a set of pages, which commonly include items such as human contact details, a human contact mechanism, a self-help option, or a fully automated contact mechanism. Where one or more of these is offered across multiple pages, the criterion applies to how consistently it is located.
How should help mechanisms be placed to meet this criterion?
When a help mechanism appears across a set of pages, it should occur in the same relative order relative to other page content each time. Placing a support link consistently, for example within a header, footer, or navigation region that appears in the same relative position from page to page, is one common approach. The requirement concerns relative order rather than identical pixel placement.
Does the help mechanism have to look identical on every page?
The criterion focuses on consistent relative order rather than identical visual appearance. Responsive layouts may reflow content differently across screen sizes, so the key consideration is generally that the help mechanism remains in a predictable relative position within the content order. Testing across viewports and with assistive technology helps confirm that the relative placement is preserved.
How can teams verify conformance with Consistent Help?
Verification generally involves reviewing the set of pages where a help mechanism is offered and confirming it appears in a consistent relative order. Because placement and reading order can be difficult to assess with automated tools alone, manual review and testing with assistive technology are commonly needed. This guidance is not legal advice; consult qualified counsel or current agency rulemaking to confirm which requirements apply to your context.

Common misconceptions

Consistent Help requires that every page on a website include a help mechanism.
The criterion does not require that help be provided at all. It applies only when a help mechanism is already present across multiple pages, and it governs the consistency of that mechanism's relative order rather than mandating its existence.
Consistent Help has always been part of WCAG and applies to older conformance targets.
This success criterion (3.2.6) was added in WCAG 2.2 and is not present in WCAG 2.0 or 2.1. Organizations targeting an earlier WCAG version would not include it, so practitioners should confirm which version applies to their goals and any referenced obligations.
Meeting Consistent Help means the help experience is fully accessible and legally compliant.
Conformance with a single success criterion does not guarantee an accessible experience for all users, nor does it ensure legal compliance. Automated testing detects only a portion of issues, and manual and assistive technology testing are generally needed. Consistency of placement is one factor among many.

Best practices

Inventory the help mechanisms present across your set of web pages (such as contact details, contact forms, self-help resources, and automated chat) and confirm each repeated mechanism appears in the same relative order on every page where it occurs.
Use consistent templates, shared components, or a common layout so that repeated help elements are placed in a predictable location relative to surrounding content.
Verify placement manually and with assistive technologies rather than relying solely on automated checks, since consistency and locatability are best confirmed through hands-on and screen reader testing.
Confirm that this criterion is in scope for your conformance target, as it applies to WCAG 2.2 and is not part of WCAG 2.0 or 2.1.
Document any user-initiated customization features that change help placement, and ensure the default arrangement remains consistent for users who do not make changes.
Treat Consistent Help as one component of a broader accessibility program, and consult qualified legal counsel and current agency guidance for questions about legal obligations, which evolve through regulation and case law and are not addressed by this guidance.