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Frequently Asked Questions

  • Payment and billing

    How do I pay a balance due online?

    Follow these steps if you’d like to make a payment:

    • Log into your account
    • Click on See Details under your course name
    • Click on Make a Payment
    • Enter the amount you want to pay then select the credit card you want to use (new or saved)
    • Click Submit
    • Once you hit confirm, allow 24 - 48 hours for your payment to be processed
    Can I pay by check or money order?

    Yes, and we accept checks through the mail. Simply follow the steps outlined here.

    Can I set up multiple payments?

    If you pay online, you’ll need to set up one payment at a time and wait for each payment to process before you can set up the next one. It takes about 24 - 48 hours for one payment to process.

    We can also schedule your payments so you don’t have to worry about your balance due. Installment billing payments are pre-scheduled and will be withdrawn automatically. If you need to make any changes to your installment billing schedule, or would like to enroll in installment billing, you may do so by calling us. For your own security, we are unable to verify your payment details over chat or email.

  • Shipping

    When will my books ship?

    You’ll receive an email with tracking information typically within 1 business day after your full payment (or your first installment billing payment) is processed.

    • Standard orders processed by 12:45 PM ET will be shipped the next business day
    • Express orders processed before 2:45 PM ET will be shipped that same day
    How much will shipping cost?
    • Standard: $25 shipped within 5 - 7 business days
    • Express: $50 shipped within 2 - 3 business days
    • Canada: $50 shipped within 7 - 10 business days
    • International: $85 shipped within 7 - 10 business days
    How and where will my books be delivered?
    • Most standard shipments are delivered via UPS Ground
    • Army Post Office (APO) and military base addresses are shipped via USPS
    • We do not ship to PO Box addresses
    • Orders submitted with PO Box, Box, P.O., etc. in the address line will be canceled
    • If your books need to be shipped to a military PO Box, please contact us via chat, create a student support case, or give us a call
    How can I track my shipment?

    You can track your shipment from your Account Management Page.

    • Log into your account
    • Click on See Details under your course name
    • Click on Shipping Info
    • You will see your current shipping status and tracking number
    • Click the tracking number to visit the UPS tracking page where you’ll find your shipping status and estimated delivery date
  • Extensions

    How can I extend my enrollment?

    At Kaplan, we know that study plans can change, and we’re here to help you succeed however we can.

    We recommend extending your resources if your test date is just a few days or weeks away and you’re looking to get just a little bit more studying done between now and test day. You can choose to activate an extension through your account anytime within 60 days after your initial course expiration date. You can view the expiration date of your online resources by logging into your account management page at and clicking See Details underneath your course name.

    To purchase additional prep time, click on the Extend Course button in your course details.

    How much does it cost?

    Prices are listed on the Extend Course page for your class or product. It may take up to 3 business days for the extension to reflect onto your account. To avoid service interruptions, please purchase your extensions at least 1 week prior to your expiration date.

    What other options do I have?

    You can view other options for extending your prep by clicking the link below:

    If your program isn’t listed or you’d like to review your options with a student concierge, please contact us via chat, a student support case, or social media.

  • Preparing for class

    What do I need for my first class session?

    You will receive a welcome email prior to your first day of class providing valuable information about your study plan and what you’ll need to prepare for each session. You will also be able to view an orientation video in your online resources that will help you navigate your study plan and provide tips for successful prep (may not apply to all programs).

    What about an In Person class?

    Be sure to review your class schedule to confirm the venue location, room number, and scheduled times.

    What do I need for my first day of class?

    What about a Live Online class?

    You’ll want to log into the class/event early to test your computer or check out the virtual room. You can log in early, but because our virtual rooms do not go live until 15 minutes prior to the class/event start time, you will not be able to enter the virtual room or see any information related to the event until then.

    Some recommended steps to take before the event:

    How do I check my schedule?
    • Log into your account at
    • Click on Manage my course and payments
    • Click on Schedule Details
  • Technical issues

    Having trouble logging in?

    If you have trouble logging in, or forgot your password, you can reset it by clicking on Forgot your password? on the login screen.

    Having issues accessing or viewing your syllabus or videos?

    Here are a few troubleshooting tips:

    • Clear your cookies and cache
    • Try a different browser
    • Ensure your device meets system requirements

    Follow this link to find out more about system requirements for your device:

  • Accessibility and requesting accommodations

    How can I learn more about accessibility options available for my Kaplan course?

    Kaplan is committed to providing program materials in a variety of formats to ensure that persons with disabilities can access our services. Kaplan will not, on the basis of disability, deny a student access to, or otherwise limit a student’s access to or participation in, its programs.

    Click here to learn more about our services or how to apply. Note: If you are enrolled in ACT prep, please email with the information about the alternate format you need.