Explain why an action is unavailable

What to change

Ask for an understandable reason and recovery route when a significant action is deliberately unavailable.

A worked example

Illustrative example

A visitor sees that they must choose a contact preference before continuing, with the relevant question still available nearby.

How to check the result

Accept when unavailable actions have a clear reason, an achievable next step and an accurate transition back to the active state.

A mistake to avoid

Making an inactive button almost invisible can hide the existence of the action as well as the reason it is unavailable.

Your action checklist

Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.

Decisions to recordReach a screen where Continue or Submit is unavailable. Identify whether the page explains the unmet condition before the visitor searches randomly.Use keyboard and screen reader navigation. Ask the supplier to show how the explanation is discoverable even if the disabled control itself cannot receive focus.Complete the missing condition and check the action becomes available promptly. Remove that condition again and verify the state stays accurate.

Evidence, open questions and decisionsNext action and responsible role

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