Find answers to all of your questions about Kaplan's education programs. If you have any additional questions or would like to work with our Student Support team, just contact us.

Kaplan Financial Education FAQ

How do I get started?

If you are interested in experiencing how Kaplan’s AI Tutor may help with your studies but are not sure how, try the simple prompts below.

How can you help me?

How do I get started?

What study tool should I use first?

Recap Unit “X” reading for me, emphasizing the most testable points.

How can I improve my QBank scores?

How do I use Kaplan's Performance Tracker?

How can I prioritize weak study areas?

How should I review missed quiz and exam questions?

How do I provide feedback regarding Kaplan’s AI Tutor?

In addition to the “thumbs up/down” buttons previously mentioned, you can provide feedback by clicking on the ellipsis found on the upper right-hand side of the chatbot window. This will expose a support email address to email your feedback.  Use the Copy feature to include the chatbot response.

What are some of the features of Kaplan’s AI Tutor?

Within the chatbot window, there are a few additional features to assist in using the AI Tutor. These include:

Quickly provide feedback after each response by clicking one of the buttons depending on if you liked or didn’t like the answer.  This will help us to train the AI Tutor and further refine its responses.

Conveniently access your interaction history by clicking on the menu icon in the upper left corner of the chatbot window, which will then expand a sidebar list of your recent interactions.  Click on any interaction to view the entire conversation.  You also have the option to pin, export, or delete the text.

Easily retain Kaplan AI Tutor’s responses to your questions by clicking on the COPY button. You can then paste it into an external document for future use.

Dig deeper into a related topic using the suggested prompts feature.  After each one of your questions, the AI Tutor will automatically generate a related set of questions below its response. See below.

  Quickly get a response by clicking on one of the questions or hit the button to generate a new set of questions.

How do I access Kaplan’s AI Tutor?

The AI Tutor is accessible on most course pages that would add value for students, including the student home dashboard, all reading and video pages, quiz and exam review pages, and the Performance Tracker. See example in the screenshot below.

Just click on the icon found at the bottom right of each page to open the chatbot window. 

To get started, simply ask a question and hit enter or click on the blue arrow button and it will respond promptly with an answer.  No SIE-related question or request for help is off-limits! 

Some common questions include the following:

Get instant feedback for both correct and incorrect answer choices, “Why is Choice B correct?”

Quickly find a definition or explanation to, “Wait, what’s the difference between Choice A and B?”

Deep dive into a content topic that you need to brush up on:. “What else do I need to know about this topic for SIE?”

Click on the icon again to close the chatbot window.

What is Kaplan’s AI Tutor and how can it help me during my exam preparation?

The AI Tutor is a Kaplan-trained AI chatbot built for students preparing for the SIE® (with more exams to follow). It is trained to provide SIE-focused content (definitions, examples, analogies), offer study recommendations based on learning best practices, provide step-by-step explanations to quiz and exam questions during remediation, and much more!

What education package is right for me?

We know that there's no one-size-fits-all solution when it comes to preparing for your licensing exam. That’s why we offer a variety of options to fit your lifestyle and schedule. Compare our study packages for Insurance, Securities, and CFP® Exam Prep.

What is Kaplan's return policy?

Kaplan's full return policy can be found here.

What is Kaplan's retake policy for classes?

Read about each subject area's PassProtection™ policy below.

After taking our Live Online Class, Kaplan is confident you will pass your Securities or Insurance Licensing Exam. However, if you were unsuccessful in passing your exam or simply wish to take the class again, please get in touch with our Student Support team at 800.824.8742. You may retake the same class within your access period, subject to the conditions described herein.

All enrollments under the PassProtection™ program are subject to space availability in the requested class. Web-based courses or classes may be substituted for live classes at our discretion. PassProtection™ enrollments are limited to your product’s access period.  If you want to extend your access period for additional study time, fees may apply, and a new PassProtection™ Retake term will begin.

For more information, please call Student Support at 800.824.8742.

You are eligible for PassProtection™ if you purchase a Live Review Study Solution. If you do not pass the CFP® exam after purchasing a Live Review Study Solution, you will receive a free subsequent Live Review Study Solution within a one-year window of time (three exam cycles).

To be eligible, you must submit your Official Score Report to fpexamresults@kaplan.com within three weeks of receiving it from CFP Board. All exam results will remain confidential.

Insurance Continuing Education does not offer PassProtection™. If you take the course, you can take the final exam as many times as you wish until you attain the score you need. 

What is the Kaplan Way?

Please visit the Kaplan Way section to learn more about our learning science methodology.

I'm locked out of my Kaplan course. What should I do?

If you can't access your course, please contact our Technical Support team by calling 800.824.8742, then choose option #2. Please visit the Technical Support page for current hours.

I'm having problems ordering an education package for someone else. What do I do?

If you’d like to place an order for someone else, but you are not an admin and/or don’t have access to a company portal, please contact our Student Support team at 800.824.8742.

I have questions about my Kaplan course. Who can help me?

If you're currently enrolled in one of our courses and have questions related to:

How do I log in to access my Kaplan online tools?

Click Login in the top menu.

Choose your product.

Enter your username and password.

Click the Login button.

If a security warning pops up, click Yes.

On the left menu bar, click Access Your Courses.

The first time you log in, you will see the Terms & Conditions.

Read the Terms & Conditions and click I Agree.

You should now be in the Online Access home.

How do I change my password?

Follow these steps to change your password:

Enter your email address here.

In the recovery email you received, select the link provided to input your new password.

After submitting your password, select Log in now and log in with your username and password.

Select Access Your Courses in the upper right corner.

Select your course to begin studying.

Can I return my Kaplan study materials if I am not satisfied?

Please view our current return policy.

Technical Requirements and Support FAQ

What are the technical requirements for Kaplan's Live Online Courses?

Kaplan's Live Online Courses use Zoom.

Please see all Zoom live online technical requirements for live online classes and events here.

Connection: Minimum 512 Kbps for students, webinar participants, and meeting attendees

1935 (RTMP), 80 or other HTTP port, 443 if SSL is enabled; 25 for SMTP (optional); 1433 for external database (optional).

How do I contact Kaplan Tech Support?

Phone: 800.824.8742 (U.S.) or +1 608.779.8301 (International)

Please visit the  Technical Support page for current hours.

After-hours support is available by submitting a Tech Support Contact Request. Requests will be responded to within 24 hours.

How do I prepare for Kaplan's live video platform upgrade?

To ensure a smooth transition for your organization, please take the following steps and contact us if you have any issues.

Allow for TCP connection secured over TLS over port 443 along with UDP Ports 443 and 10,000 - 20,000

If your company utilizes an internet browser not natively compatible with WebRTC (IE11 or before, Safari 10 or before), install the Temasys plugin. 

How do I install the Temasys plugin before my first class?

Please navigate to this website to install the Temasys plugin on your machine OR forward onto your IT team to install across your company's network.

If I try launching the Live Online classroom and my browser does not natively support WebRTC, what can I expect?

When launching the Live Classroom from a browser that does not natively support WebRTC (i.e. IE 11), the user will receive an Audio/Video Plugin Required message.

Is your browser WebRTC ready?

WebRTC is a protocol supported by modern browsers. If your browser does not support WebRTC, you must install the Temasys WebRTC browser plugin or use a supported browser. Please see the list below. We recommend utilizing the latest versions of your browser. To test your browser, please run this test: Kaplan Connection 2.0 Browser Test.

What are Kaplan's system requirements?

Kaplan makes every attempt to make our websites and products mobile- and tablet-friendly. However, not all state-required/regulated products allow for mobile tablets and phones to be used.

When working on the state-required/regulated course material, you are required to use a Windows- or Mac-based desktop or laptop computer.

We recommend the use of Windows 10 or 11.

We recommend the use of current Chrome, Firefox, or Safari browsers. We also support Edge.

For business customers, please verify the browser choice and use with your manager or IT department.

We recommend online learners have the latest version of Flash (until Aug 1st, 2018) when it will no longer be needed.

We recommend online learners have at least a 3MB connection.