Frequently Asked Questions



Frequently Asked Questions

I have to scroll to see the forward button. Can this be fixed?

Make sure your screen resolution is set to 1024 by 768 pixels.

Mac Users:

  • Click the apple in the upper left-hand corner. Highlight "Control Panels" and then click "Monitors." Under "Resolution," highlight "1024 by 768, 99HZ." Then close the box.

PC Users:

  • Go to the "Start" button, then select "Settings" and then the "Control Panel." Find the "Display" icon and open it up. Click on the tab marked "Settings." Slide the marker until the display reads, "1024 by 768 pixels." Then click the "apply" button.

My username and password do not work. What do I do?

  1. Make sure that you do not have any spaces in the username or password fields. For example: username878 is correct but username 878 is incorrect.
  2. Check that you have written down the correct username and password. Note: Make sure you are using your username and password, not your access code. The access code can only be used once, when you first register.
  3. Close all browser windows. Then, open a new browser window, empty Temporary Internet Files (cache), and then try logging in again.

For Internet Explorer, delete temporary Internet files by going to "Tools" in the browser menu, choose "Internet Options," and then under "Temporary Internet Files" click "Delete Files."

For Netscape Navigator or Communicator, go to "Edit" on the browser menu, select "Preferences," go to "Advanced," then "Cache," and finally clear the Disk Cache or Memory Cache.

When I'm in a lesson, why doesn't the forward arrow show up immediately?

Every page in the lesson has audio that plays as the text appears. If you do not have the ability to hear the audio it may seem like the lesson is complete when in fact the audio is still playing.

What if the arrow does not show up at all?

If the arrow does not show up it means that you have not completed that activity. You must type an answer into the box in order to go to the next page.

What do I do if I click forward and the navigation part of the page is missing?
OR
What do I do if my homepage is only partially loading and I can't get to the lessons?

Log out and then log back in. If this still doesn't work, try the following:

What should you do if you get an error message when working on the program?

For PCs:

  • Hit "PrtScn" (print screen) on the top right side of the keyboard. Open a new Word document and paste the "screen shot" on the page. Save this document and send it as an attachment with an email to Kaplan K12's Customer Care at k12techhelp@kaplan.com. Include your username and password and a summary of what occurred when you got the error message.

For Macs:

  • Hit Shift + Apple + 3. This "screen shot" can be found on the Hard Disk (HD) of the computer. Email it as an attachment to Kaplan K12's Customer Care at k12techhelp@kaplan.com . Include your username and password and a summary of what occurred when you got the error message.

What should you do if you have questions or concerns?

First, gather the following information:

  1. Your first and last name
  2. Your school name
  3. Your username and password
  4. The name of the course you are using
  5. A detailed description of the problem

Then, contact us in one of three ways:

  • Email—send an email directly to k12techhelp@kaplan.com and Customer Care will respond to your question as soon as possible
  • Telephone—contact us at 1-888-346-5876 and Customer Care will help you with any questions or concerns
  • Live Help—chat online with a Customer Care representative. Live help is available daily from 9am to 7pm EST.