Issue Summary

The CAPTCHA is inaccessible for screen reader users.

Steps to Reproduce

1. Open the Help Center page on JSM DC.
2. In the main content area, navigate to “Product trial questions” link  and activate it.
3. Locate the CAPTCHA field that appears in the request form.
4. Inspect the code of the CAPTCHA image and observe that the alt attribute is missing.
5. Using a screen reader, navigate to the CAPTCHA.
6. Observe that no alternative method (e.g., audio CAPTCHA, reCAPTCHA checkbox, or logic puzzle) is provided to complete the challenge.

Screenshot

Actual Results

On the Help Center portal, the CAPTCHA is presented as an image without an alt attribute, making it inaccessible to screen reader users. Furthermore, no alternative method, such as an audio CAPTCHA or another accessible challenge, is provided. As a result, users who rely on screen readers are unable to perceive or complete the CAPTCHA, which prevents them from submitting the request form.

Expected Results

The CAPTCHA must be fully accessible to all users.

Apply the following changes:

• The CAPTCHA image should include descriptive alt text (e.g., “CAPTCHA challenge — enter the characters shown or use the audio option”).
• An accessible alternative method (such as an audio CAPTCHA, reCAPTCHA checkbox, or logic puzzle) should be provided.

Workaround

Currently there is no known workaround for this behavior. A workaround will be added here when available

Environment

MacBook Pro (16-inch, 2021)
macOS Sequoia 15.6
Operations - Windows11
Chrome - Version 139.0.7258.155 (Official Build) (64-bit)
Safari- Version 18.6
JAWS- Version 2023
NVDA- Version 2025.1.1
VoiceOver - Version Latest