• Success Criterion 3.2.4
  • Conformance level AA

Help Link Labeled Differently Every Time It Appears

3.2.4 — Consistent Identification

Scenario

Setting

A nonprofit's donation form

What’s wrong

Help links pointing to same help function labeled "Support" / "Help" / "FAQ" interchangeably.

Example 

<!-- Donation amount step -->
<a href="/help">Support</a>

<!-- Payment step -->
<a href="/help">Help</a>

<!-- Confirmation step -->
<a href="/help">FAQ</a>

Why it matters

All three links go to the exact same help page, but a donor sees Support, then Help, then FAQ across the three donation steps and can't tell if they lead anywhere related.

How to test

Compare help/support links across pages: interchangeable use of 'Support', 'Help', and 'FAQ' for the identical function fails.

How to fix

Pick one label for the shared help destination and use it identically wherever the link appears in the flow.

<!-- Every step -->
<a href="/help">Help</a>

Outcome

A donor spots the same Help link at every step and knows exactly where it leads.

Who is affected

Users with cognitive disabilities rely on a stable label to recognize the same escape hatch is available at every step of a task.

Learn more

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