Frequently Asked Questions
Questions About Courses and Events
- How can I get a copy of my schedule, and find out the location of my course?
- What do I do if I need to make up a class?
- I've already enrolled, but would like to transfer into another class. How can I do so?
- How does the Higher Score Guarantee work?
- How can I find out more about the free events that Kaplan will be running in my area?
- What is Kaplan's policy about dropping a course?
- I have already enrolled in a course. When can I expect to receive my course materials, and how can I track this shipment?
- When will I gain access to my course's online resources?
- Who can answer my academic questions about the course in which I am enrolled?
- What should I bring to my first class?
- Is there any homework before the first class?
- How long will my class sessions be?
- How can I get driving directions to my class or event?
Questions About Accounts and Payment
- How can I find my username and password?
- I have put down a deposit on a class. How can I pay my remaining balance?
- How can I change the personal information associated with my account?
- How can I get a copy of my receipt?
General Questions
Need More Help?
Questions About Courses and Events
How can I get a copy of my schedule, and find out the location of my course?
A welcome email will be sent to you within 24 hours of registering for your course. This email will contain a link to your course schedule. You can also access your schedule through the "Your Course Syllabus" link on your personalized kaptest.com homepage. If you are unable to access your course schedule, please call us at 1-800-KAP-TEST or email us requesting a copy of your course schedule and inquiring where your course will be held.
What do I do if I need to make up a class?
Your Kaplan enrollment is valid nationwide so you can make up a class at any other regularly scheduled session at any Kaplan location. Please call 1-800-KAP-TEST or contact your local Kaplan center for schedules of classes running near you. Visit kaptest.com/usa for a listing of our USA centers.
Also, all Kaplan classes are available as Lessons-on-Demandsm from your online syllabus. You may make up two classes online without compromising your eligibility for our Higher Score Guarantee; you may make up an unlimited number of live classes without compromising your eligibility.
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 class held either at your current Kaplan center or at any other Kaplan center nationwide. 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.
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 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 lesson book, 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.
How can I find out more about the free events that Kaplan will be running in my area?
Please visit kaptest.com/enroll, enter your zip code, and select the program you're interested in (for example, "GMAT-Business" for Business School events and GMAT practice tests). On the next screen, scroll down to the "Free Events" section or click the "Free Events" tab to find the event you'd like to attend.
What is Kaplan's policy about dropping a course?
If you are already enrolled in a course, please refer to your Enrollment Agreement.
If you have questions about your Enrollment Agreement and are enrolled in a classroom or tutoring course, please contact your local Kaplan center. You can find the phone number at kaptest.com/usa. If you have questions about your Enrollment Agreement and are enrolled in an online course, please call us at 1-800-KAP-TEST or email us.
If you are not enrolled in any Kaplan courses, please contact us at 1-800-KAP-TEST to speak with an advisor.
I have already enrolled in a course. When can I expect to receive my course materials?
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.
When will I gain access to my course's online resources?
If you are using a Kaplan diagnostic as your baseline score, your online resources will become accessible as soon as your diagnostic score report has integrated with our website, which takes up to 72 hours from the time of testing. If you have a previous official score that you wish to designate as your baseline score or if you would like to waive your Higher Score Guarantee eligibility, you may designate either selection as your choice in order to gain immediate access to your online resources. To do so, click the "Enrollment Agreement" link on your personalized kaptest.com homepage, make the appropriate change in the new window and click "Save." Please note that this designation of an official score as baseline or of waiving eligibility for the Higher Score Guarantee will be irreversible.
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 bring to my first class?
Your first class will consist of an orientation session and a diagnostic test. You will not have to bring books to this first class. PSAT, SAT, and ACT students should bring a calculator.
Is there homework before the first class?
There's no homework before the orientation session and diagnostic test, but please log on to your kaptest.com homepage prior to the first day of class to sign your Enrollment Agreement.
How long will my class sessions be?
| Course | Diagnostic Test (first session) | Other Test Sessions | Instructional Sessions |
| MCAT | 4 hours, 30 minutes | 5 hours | 3 hours |
| LSAT | 4 hours | 4 hours | 3 hours, 30 minutes |
| GRE | 3 hours | N/A | 2 hours, 30 minutes |
| GMAT | 3 hours | N/A | 2 hours, 30 minutes |
| DAT & OAT | 3 hours, 30 minutes | 4 hours, 30 minutes | 3 hours |
| SHSAT | 3 hours | 3 hours | 3 hours |
| PSAT & SAT | 4 hours | 4 hours | 2 hours, 30 minutes |
| ACT | 3 hours, 30 minutes | 3 hours | 3 hours |
How can I get driving directions to my class or event?
A welcome email will be sent to you within 24 hours of registering for your course. This email will include the phone number for your local Kaplan center. Please call the center for driving directions to your class. You can also find a list of the phone numbers for our Kaplan at kaptest.com/usa.
Questions About Accounts and Payment
How can I find my username and password?
You can find your username and password by going to kaptest.com/password.
I have put down a deposit on a class. How can I pay my remaining balance?
You can call 1-800-KAP-TEST to make credit card payments, make payment in person at any Kaplan center, or send checks to the address below:
Kaplan Test Prep & Admissions
9th Floor Attn: Processing
1440 Broadway
New York, NY 10018
We regret that balance payments cannot be made online at this time.
How can I change the personal information associated with my account?
To change your personal information, please complete the webform appropriate to your course at kaptest.com/contactus.
How can I get a copy of my receipt?
If you would like a printed receipt, please complete the webform appropriate to your course at kaptest.com/contactus. We will gladly fax or mail you a receipt. In your webform submission, please confirm the fax number or mailing address to which you would like your receipt to be sent.
General Questions
What are the hours of your Customer Care Center?
Support is available during the following times:
- Monday - Friday: 9:00 - 9:00 pm EST
- Saturday & Sunday: 8:30 am - 5:30 pm EST
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. For greater convenience, fill out one of our Online Customer Service Forms, which can be found at kaptest.com/contactus.
How can I register for the actual test?
| Test | Registration Method | Details |
| MCAT | • Online | • aamc.org |
| LSAT | • Online • By Phone • By Mail |
• lsac.org • 215-968-1001 • Order an LSAT Bulletin by calling ETS at 609-771-7330 or downloading it at lsac.org. Follow the registration instructions and return it with payment in the pre-addressed return envelope. |
| GRE | • Online • By Phone • By Mail |
• gre.org • 800-GRE-CALL (800-473-2255) or call the test center directly • Order or download a GRE Bulletin. Fill it out and return to the address listed in Bulletin. |
| GMAT | • Online • By Phone • By Mail |
• mba.com • 800-717-GMAT (800-717-4628) • Order a GMAT Bulletin by calling ETS at 609-771-7330 or download it from mba.com. |
| SAT | • Online • By Mail |
• collegeboard.com • Fill out the Registration Form in the SAT Registration Booklet, which can be found at your guidance office. Return to the address stated in the Bulletin. |
| PSAT | Register through your guidance counselor. | |
| SHSAT | Obtain a Directory of Public High Schools through your guidance counselor. You MUST obtain an admission ticket from your counselor as well. | |
| OAT | • Online | • opted.org • For additional information, call 312-440-2693. |
| DAT | • Online | • ada.org • For additional information, call 312-440-2689. |
| PCAT | • Online | • pcatweb.info |
Need More Help?
Support is available during the following times:
- Monday - Friday: 9:00 am - 9:00 pm EST
- Saturday & Sunday: 8:30 am - 5:30 pm EST
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. For greater convenience, fill out one of our Online Customer Service Forms, which can be found at kaptest.com/contactus.
