Technical FAQ’s

Frequently Asked Questions

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If I make any changes to my website after installing the widget will those changes be remediated by the widget?

Absolutely! The AI-Powered Accessibility Widget automatically identifies any changes to your website. If violations appear in newly-published content, those will be immediately remediated by the Accessibility Widget. You can freely publish new content without having to worry about needing to make modifications.

Does the widget collect any personally identifiable information (PII)?

GetAccessible does not collect any personally identifiable information (PII) or behavioral data on your site or its visitors as we are a privacy-by-design organization.

Does the Widget effect website source code, performance, or loading times?

The browser does not wait for it to load in order to show your site or allow visitors to take action. The Widget does not affect site loading times or the site optimization score.

The Widget does not interfere with a site’s source code and works through the use of JavaScript code that will only change the code on the browser level of an end-user. This means no permanent changes are made to your site in any way and if you need to remove the widget, it will be as though you never installed it in the first place.

What does the widget not do?

You website may include elements that are not part of your website's code. Therefore, this service cannot automate its remediation yet and requires an additional service. Some common items that are not covered by this service are:

  • Word/PDF, Excel/CSV, Powerpoint
    • Have you tagged the elements within your PDF? Have you added the necessary image descriptions? No? Don’t worry… we’ve got you covered for your PDFs most other kinds of files.
  • This semi-automated process is fast, accurate and budget-friendly.
    • Video and Audio Remediation (requiring closed captions and or audio descriptions and/or transcripts)
      Did you know that the free automated closed captioning offered on some video platforms is only about 80% accurate? Have you considered including a transcript for each of your videos to make them accessible and improve SEO? Do you know what audio descriptions are and how they help people who are blind understand your video content?
  • Third-party embedded services like (live Chat, Youtube Videos, Embedded Catalogs)

Why don't I see the accessibility widget after installation

  1. Please allow up to 48 hours for the AI to scan your site.
  2. The code is not installed correctly - Having the script installed in the wrong area can cause this service to not work.
    • If you used our assisted installation service please check your email we may have reached out to you already
    • If you or your developer has installed the code please check the following:
      • The installation code must be installed directly with in the body tag of yoru HTML (it doesn’t matter whether it’s in the opening or closing of the tag). You can also install within your head tag, though within the body is more recommended. To check this, please go to your site and press F12. When you do this, a bar will pop up on the bottom portion of your screen which will display your website’s code. After you see this, press Control + F, and a search bar will appear at the bottom. In this search field type “acsb” and if you see results from this - you should have installed everything correctly.
      • Please note: do not load the installation code in a separate JS file (but directly within your source code), do not wrap the script with custom logic like load delays or otherwise, and do not add any custom CSS or JS to override any of the functions.
      • Lastly, as part of the installation process, the AI will send bots to your website to perform its scanning and analysis. We have servers worldwide, which means that if you block specific geolocations or use firewalls to disallow bots to reach your website, you may be blocking the accessibility processes. Some of the bots and servers can be whitelisted, others cannot. If you use geoblocking, please take this into consideration. If you need assistance with whitelisting , please reach out to our support team directly at
  3. Browser cache error - his error can happen if you have a lot of cached files on your browser from your website (stored to improve load speeds when reentering) that make you see the version you previously had before installing this service. To fix this error, you will simply have to clear your browser’s cache (this can vary depending on the browser). In most cases, navigate to your browser history and clear your cached images and files. Once completed, you should be able to reload your browser and this service should appear.
  4. Website cache error - Different systems enable you to optimize your website’s loading speed by caching your scripts and your styles. Whenever you need to update your site, for example when installing this service, you’ll also have to clear your website’s cache if you want to see the update happen. Find the best way to clear your cache in the system that you use and you should be able to see our service.
  5. Script Conflict - In very rare cases, a current script on your site may conflict with this service and its ability to load on the site. To check if this is the case we will need to inspect your site in a similar way we did in Step 2 (Press F12). After you see this, click on the “Console” tab. If you see anything relating to this service, or acsb in this view, it means this is the reason the service hasn't appeared on your site. If this is the case, please contact one of our representatives via live chat or by email at

If the issue persists after this troubleshooting, please connect with one of our representatives and we would be happy to look into this and get it resolved for you as soon as possible!

Does this effect source code, performance, or loading times?

It does not interfere at all with a site’s source code and works through the use of JavaScript code that will only change the code on the browser level of an end-user. This means no permanent changes are made to your site in any way and if you need to remove, it will be as though you never installed it in the first place.

In addition to this, it loads asynchronously. This means that the browser does not wait for it to load in order to show your site or allow visitors to take action. Therefore it does not affect site loading times or the site optimization score even the least bit.

Why are there errors when using testing tools such as WAVE and Lighthouse for this service

Testing tools such as WAVE and Lighthouse are free tools for checking your site’s accessibility level. These tools are good at checking basic elements of a site such as duplicate links, title hierarchies, duplicate titles, lack of image descriptions, or ALT text among other things.

Since this service is a session-based tool, these compliance tools will not be able to pick up on the service adjustments. This is because this service is designed to automatically activate when it detects that a user with assistive technology is attempting to access the site. This ensures that all adjustments are easily activated and that the browsing experience of site visitors that don’t need the adjustments isn’t affected at all.

Therefore, since compliance tools do not access a website in the form of assistive technology, they will not be able to analyze this service’s presence on a website and none of the accessibility adjustments that go with it.

This service does however have integration with WAVE for this purpose so that users can see this service’s adjustments while using the compliance tool.

Do you need VPAT (Voluntary Product Accessibility Template)

According to section 508 if you receive federal funding from, or do business with the U.S. government you need a VPAT. The VPAT team can help you get the VPAT you need and work with you to establish a VPAT protocol that is effective, affordable and timely.

Testing how compatible your website is with keyboard navigation and operation

Users on your site with differing motor skills will make keyboard accessibility an integral part of their navigation. Users with motor impairments like Parkinson's, Multiple Sclerosis (MS), and people with disabilities that prevent them from using a mouse are forced to use a combination of keyboard commands to navigate and operate websites.

Let’s kick off the testing! From this point forward, all of your site’s major functions should be operable and navigable via the keyboard. Press the Tab key to move forward, and Shift+Tab to move backward. Make sure that while Tabbing, you can always see the "tab focus" or "focus ring", as you move around.

IMPORTANT NOTE: If you’re using macOS with Safari, Apple turns off keyboard navigation by default, and requires users to turn that on through the Preferences. Make sure to turn it on before continuing with the test.

Basic tests for ensuring keyboard navigation compatibility:

  1. Does the movement of the Tab key follow a logical order? If the site’s language is English, the order should be from left to right and from top to bottom.
  2. Make sure every link and button can receive keyboard focus by tabbing to them, and press Enter to ensure you can activate them.
  3. Ensure the focus ring is always noticeable and easily locatable. If you have lost sight of it, well, that’s a problem.

Reporting and resolving accessibility issues

In case you, your development team, or even a user have found an accessibility issue, we’d love to learn about it promptly so we can look into it, understand its reasons, and solve it. Our customer service and technical support teams are your best point of contact to report any such issue, and you can do that by emailing

Please make sure that your email includes the following pieces of information:

  1. A direct link to the page where the issue occurs.
  2. Step-by-step instructions to reproduce the issue on that page.
  3. The assistive technology used (JAWS, NVDA, VoiceOver, etc.) or none.

I received a demand letter what do I do?

Even when implementing web accessibility solutions, there are still instances where plaintiff law firms will try to file an accessibility lawsuit under ADA Title III.

Should you receive a demand letter that question the compliance level of your website. Please follow the steps below:

  1. Reach out to us for your monthly compliance audits
  2. Send the monthly compliance reports to the attorney or plaintiff that made the demand letter. These documents are a certification that your website has undergone specific changes to be accessible to people with disabilities, as referenced by the WCAG. You can contact us directly if you want a current audit or statement.
  3. If they persist in refuting your site's compliance, even with this supporting documentation, please contact us directly, so we can provide you with additional information that affirms your compliance via the Litigation Support Package. Our tech team will thoroughly review your website's compliance and provide you with all mentioned above.