Live Online Student FAQs

Questions about Courses and Events

What's the difference between the Kaplan classroom courses and Live Online courses?

The only difference between our conventional courses and the Live Online courses is that in the Live Online courses you do not physically sit in a classroom. Instead you access your "classroom" online, and you'll be able to interact with your instructor and classmates with chat, audio and video as you move through the lessons. Everything else remains the same, including the same expert teachers, the same course materials, including Kaplan's exclusive Ultimate Practice Test at a GMAT testing center, and the same test day techniques and strategies.

How does the Higher Score Guarantee work?

Kaplan's Higher Score Guarantee offers three options to first-time Kaplan students who have completed all required homework, attended all of their class sessions and practice tests, and invoked the guarantee within 90 days of their course expiration date for Live Online Courses, Online Courses, Classroom Courses, and Private Tutoring Packages for the following tests: PSAT, SAT, ACT, LSAT, GRE, GMAT, MCAT, DAT, OAT, and PCAT. Your Higher Score Guarantee study requirements will be outlined in your online syllabus, as well as on your first day of class. SHSAT courses and crash courses are not eligible for the Higher Score Guarantee.

Readiness: If you are not ready to take the test, you are eligible to study again at no cost. Students preparing for paper-based exams can study again for the next test date; students preparing for the GMAT, GRE, DAT, or OAT can study for the next three months; students preparing for the MCAT can study again for the next two testing cycles.

Satisfaction: If you are not satisfied with your test score, you are eligible to study again for the next test date. Students preparing for paper-based exams can study again for the next test date; students preparing for the GMAT, GRE, DAT, or OAT can study again for the next three months; students preparing for the MCAT can study again for the next two testing cycles.

Money Back: If your score does not improve over your baseline score, you are eligible either to study with us again for the next test date (or for the next three months for computerized tests), or to receive a full refund of your tuition. Your baseline score will be either your highest official test score on record, or, if you haven't yet taken the official test, your score on a proctored Kaplan diagnostic test.

Please contact us at 1-800-KAP-TEST or email us if you would like more information about the Higher Score guarantee.

What do I do if I cannot make a class?

All of your Kaplan class sessions are available as pre-recorded Lessons-on-Demand^sm from your online syllabus, so you can review the material online at your convenience. You may make up two classes online without compromising your eligibility for our Higher Score Guarantee.

I've already enrolled, but would like to transfer into another class. How can I do so?

We are happy to help you transfer to another Live Online class. You can transfer either before your class begins or after you have started to attend classes, and there is no fee associated with transferring from one class to another. Please contact us at 1-800-KAP-TEST or email us so we can arrange the details for you.

I have already enrolled in a course. When can I expect to receive my course materials, and how can I track this shipment?

Once you pay your balance in full, your course materials will be shipped within 24 hours. We'll also send you an email with your UPS tracking number. If you paid for expedited shipping, your shipment will arrive within 3-4 business days of the date on which you paid in full; if your books were shipped with standard shipping (which is included in the cost of your class) your books will arrive within 5-7 business days after the date on which you paid in full.

Who can answer my academic questions about the course in which I am enrolled?

We provide academic support to students currently enrolled in a Kaplan course. To contact Kaplan's Academic Support Department, please go to your course syllabus, which you can access on your personalized kaptest.com homepage. On your syllabus, look for the "Getting Started" section, and click the "Academic Support" link to submit your questions. You can also submit academic questions by visiting kaptest.com/contactus.

What should I have ready for my first course session?

Your first class will consist of an orientation session that includes an introduction to your course resources and technology, as well as an overview of the GMAT exam. You will also need to take your Diagnostic Test online before Session 1 of your course, so plan to set aside about 3 hours to in order to complete that test. The Diagnostic Test is accessible from your online course syllabus.

How much homework can I expect between sessions?

Assignments are broken down into those required for Higher Score Guarantee, and those that are strongly recommended but not required. There are typically 4-6 required assignments to complete after each class, which include Review assignments for the respective class, and Preview assignments for the following class. Follow along on your online syllabus for assignments before and after each class, complete the "required" assignments at the minimum, and remember, it's in your best interest to devote as much time as you can to developing your GMAT skills in between classes.

If I have questions between class sessions, how can I contact my instructor?

Your instructor is available before and after each class session to take questions. You will also be provided with an email address if you need to reach your instructor between sessions.

How long will I have access to my online resources?

Your resources will expire 3 months after the date of your first class. You have unlimited use of all of your resources for the entire 3 month period of time.

How can I find my Kaptest.com username and password?

You will have received a welcome email with your Kaptest.com username and password. You can also find it by going to kaptest.com/password.

How can I find my username and password for the Live Classroom?

You will have received an email with your Live Online classroom login information. If you cannot find that, please call us at 1-800-KAP-TEST or email us.

Who do I contact if I cannot access my Live Online Class prior to class beginning?

If you cannot gain access to your Live Online class prior to the class start, you can contact Kaplan's Customer Care Center by calling 1-800 KAP-TEST (1-800 527-8378) in the USA and Canada or 1-212-997-5886 from outside the USA or Canada.

Who do I contact if I cannot access my Live Online Class while it is in session?

If you cannot access your Live Online class during a live session and you have been able to connect previously, it is most likely a temporary problem. Please try to log in again. If you still cannot log in, you can contact your Live Online administrator at the email address provided at the start of a session. If for any reason you cannot contact your administrator, you can contact Kaplan's Customer Care Center who will help you establish access.