3.2.6: Consistent Help

What it means

Help mechanisms — human contact, chat, phone, FAQ, how-to links — appear in the same relative order on pages where they are available. WCAG 2.2 added this for consistent support access.

People should know where to find help on every page.

How to fix it

• Place Help, Contact, and Chat in consistent header or footer slots.
• Use the same link text for support across templates.
• Include help entry points on key task pages (checkout, login, forms).
• Align help order in responsive layouts as well as desktop.

Quick examples

• Good: Contact, FAQ, and Live chat appear in the same footer order site-wide.
• Bad: Chat is in the header on marketing pages but missing on checkout.
• Good: Help link text is always “Help centre” in the top utility bar.
• Bad: Phone support appears at the top on one page and bottom on another.