Kaplan Customer Care: A Practical, Expert Guide

How Kaplan Customer Care Is Organized

Kaplan’s customer care is decentralized by product line, which means the fastest way to get help is by contacting the support team assigned to your specific program. The largest segments are Kaplan Test Prep (e.g., SAT, ACT, GRE, GMAT, LSAT, MCAT, USMLE, NCLEX), Kaplan Professional (licensing and continuing education for finance, insurance, real estate, and securities), and Kaplan International (English-language schools and university pathway programs). Each segment maintains its own contact channels, help center content, and policies.

Because policies differ among segments, your exact course name and the website where you enrolled are crucial. For example, a refund window for a U.S. test-prep Qbank may be different from a professional licensing course or an in-person English program. When in doubt, start from the same site where you purchased or registered; its footer and account area typically link to the correct “Contact” or “Help” section for that product.

Official Channels and Where to Start

Always begin on an official Kaplan domain to avoid third-party misinformation. Kaplan uses distinct domains for different businesses, and each domain’s footer has a “Contact” or “Support” link that routes you to the right team. If your enrollment confirmation email references a specific portal or case/ticket system, use that link first; it preserves your purchase details and identity validation.

If you manage multiple Kaplan products (for example, a GMAT course and a securities licensing class), handle each via its native site to ensure correct entitlements, billing, and content access. Bookmark the appropriate portal and sign in before opening a case—this automatically attaches your user ID and order history to the request, reducing back-and-forth.

• Kaplan Test Prep (U.S. test prep, Qbanks, Live Online): https://www.kaptest.com
• Kaplan Professional (corporate and professional education): https://www.kaplanprofessional.com
• Kaplan Financial Education (insurance, securities, real estate CE): https://www.kaplanfinancial.com
• Kaplan International (English-language and pathway programs): https://www.kaplaninternational.com
• Kaplan corporate site (company information, partnership inquiries): https://www.kaplan.com

Chat, Phone, and Ticketing: What to Expect

Contact modes typically include live chat, web forms (ticketing), and callback/phone options. Availability varies by region and product. During peak seasons—such as late summer and early fall for standardized testing—wait times can increase. If your issue is administrative (billing, scheduling, access), start with chat or the web form. For course- or content-specific issues, include module titles, lesson numbers, and screenshots to speed resolution.

Ticketing systems are best for non-urgent issues and allow attachments (e.g., proof of purchase or error logs). For urgent matters within 24–72 hours of an exam or class start, use live chat if available, then follow with a ticket to maintain a written trail. Many teams target first responses within 1–3 business days; holidays and regional observances may affect this. Keep your device nearby if you requested a callback, and note your local time zone when requesting times.

Billing, Refunds, and Transfers

Refund and transfer policies are product-specific and are stated in the terms you accepted at checkout. For digital products, some policies begin at the moment of content access (e.g., first login or first quiz attempt). For live classes, policies often hinge on the calendar date of your first scheduled session. Have your order number, purchase date, and the email used at checkout ready; these are the minimum details billing teams need to verify eligibility.

If you paid through a partner (e.g., your employer, a university, or a reseller), contact that channel first; Kaplan may be required to process changes through the original seller. For duplicate charges, attach a bank statement (masking unrelated transactions) showing the posting date and last four digits of the card. Shipping changes for physical materials are time-sensitive—submit requests as soon as possible; once a tracking number is issued, rerouting may incur carrier fees.

Technical Access and Live Online Readiness

For streaming classes and on-demand modules, stable bandwidth and a compatible browser are key. As a practical baseline for smooth video and interactive whiteboards, aim for at least 10 Mbps download and 2 Mbps upload on a wired or strong Wi‑Fi connection. Keep your browser updated (current versions of Chrome, Edge, or Safari are generally best) and disable aggressive ad/script blockers on Kaplan pages to prevent player or quiz issues.

When you open a technical ticket, include device make/model, operating system version (e.g., Windows 11 23H2; macOS 14.x), browser version, approximate bandwidth (from a speed test), and the exact error message. If your institution manages your device, note any VPN or firewall policies. For exam-style Qbanks, mention the quiz ID or question number shown in the interface to help support replicate the problem.

Accessibility, Accommodations, and Data Privacy

Kaplan provides accessibility support across digital products and can coordinate reasonable accommodations for live instruction, such as captioning or extended time within Kaplan-built practice tools. Formal exam accommodations (e.g., for the LSAT, GMAT, USMLE) are administered by the testing organizations themselves; request those directly with the exam owner and inform Kaplan so your course plan can align with approved timelines.

Customer care teams handle personal and academic data under applicable regulations. In the U.S., academic records may be protected under FERPA; in the EU/UK, GDPR/UK GDPR apply. Support agents may ask for limited personal identifiers to verify your identity—provide only through official portals or verified chat/phone channels. If you need data deletion or portability, submit a privacy request via the appropriate site’s privacy page, referencing the email tied to your Kaplan account.

Escalation and Resolution Strategy

If a case stalls or you receive an unsatisfactory resolution, reply within the same ticket to keep the history intact and request escalation to a supervisor or specialized team (technical operations, instructor management, or billing escalation). Include a concise summary with dates, prior agent names if available, and any deadlines (e.g., exam date on YYYY‑MM‑DD) so triage can prioritize correctly.

For multi-issue cases (e.g., a billing dispute plus broken access), split them into separate tickets after the initial report; this allows different teams to move in parallel. Keep local logs of timestamps and attachments you’ve provided. If a promised action window passes (for example, a 48-hour content unlock), follow up in-thread; ticket systems prioritize recent activity and clear, time-bound requests.

Prepare Before You Contact Support

Arriving prepared can reduce resolution time by days. Gather precise identifiers, environment details, and proof points so the first agent can resolve or route correctly. For students close to an exam or course start, prioritize must-fix issues (login, access, billing holds) before content questions.

• Account and order: Full name, email used at purchase, order/receipt number, course/product title, enrollment date, and any promo code used.
• Scheduling: Class start date/time and time zone, instructor name (if known), and whether you need a deferral or reschedule.
• Access details: The exact URL of the page with the issue, screenshot or screen recording, and timestamp of the error.
• Device and network: OS and version, browser and version, VPN/firewall status, and recent speed test results.
• Billing: Last four digits of the payment card, posting date and amount from your statement, or invoice if paid by an employer.
• Deadlines: Your test date or compliance due date (YYYY‑MM‑DD) so support can prioritize correctly.

Common Scenarios and Quick Actions

Locked out or missing materials: First, try password reset from the same site where you enrolled; check spam for the reset email and allow a few minutes for delivery. If content is missing immediately after purchase, log out, clear cache, and log back in; some entitlements provision on first re-login. For physical books not received by the expected window, retrieve your tracking number from your order confirmation and confirm the shipping address matches your account profile.

Need to move a class or extend access: Many programs offer limited rescheduling or extension options, sometimes with a fee or documentation for hardship. Submit the request before your original start or expiry date, and include your target new date range. For institution-sponsored enrollments, obtain sponsor approval before contacting Kaplan to avoid delays.

Special Note on Purdue University Global (formerly Kaplan University)

Kaplan University transitioned to Purdue University Global in 2018. If your inquiry concerns Kaplan University transcripts, alumni records, or student services from degree programs that moved to Purdue Global, you must contact Purdue University Global support instead. Using Kaplan channels for those records will delay resolution because Kaplan customer care cannot access Purdue Global’s student systems.

Visit Purdue Global’s official site (https://www.purdueglobal.edu) and navigate to Student Services or Transcripts for the correct forms and contacts. For historical clarity when submitting a request, include your former Kaplan University program name, campus/online designation, dates of attendance, and your student ID if you have it.

Final Tips

Use the correct Kaplan domain, sign in before opening a case, and provide complete, concise details. During peak testing months, submit time-sensitive requests early and leverage live chat for triage plus a follow-up ticket for documentation. Maintain a single ticket per issue and escalate with a brief, dated summary if timelines slip.

If you suspect you are on a third-party or phishing page, stop and re-enter the address manually using the official domains listed above. Protect your account by enabling any available security features and limiting sensitive data to verified channels only.