Kaplan Financial Education Frequently Asked Questions

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

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 InsuranceSecurities, and CFP® Exam Prep.

Kaplan's full return policy can be found here.

Read about each subject area's PassProtection policy below.

Insurance and Securities Licensing 

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

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 an additional amount of study time, fees may apply and a new PassProtection™ Retake term will begin.

For more information, please call Student Support at 800.824.8742.

CFP® Certification

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

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

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

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.

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.

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

  • Locating/tracking materials, rescheduling a class, or filing of CE credits, please contact our Student Support team: 800.824.8742 or contactus@kaplan.com.
  • Accessing or viewing your courses or assistance with online education, our Technical Support team can help you: 800.824.8742, then choose option #2. Please visit the Technical Support page for current tech support hours.
  1. Click Login in the top menu.
  2. Choose your product.
  3. Enter your username and password.
  4. Click the Login button.

If a security warning pops up, click Yes.

  1. On the left menu bar, click Access Your Courses.
  2. The first time you log in, you will see the Terms & Conditions.
  3. Read the Terms & Conditions and click I Agree.
  4. You should now be in the Online Access home.

Follow these steps to change your password:

  1. Enter your email address here.
  2. In the recovery email you received, select the link provided to input your new password.
  3. After submitting your password, select Log in now and log in with your username and password.
  4. Select Access Your Courses in the upper right corner.
  5. Select your course to begin studying.

Please view our current return policy.

Technical Requirements and Support FAQ

As Kaplan goes through the technology migration, please note that the system requirements vary for the product you purchased. Please view your system requirements by technology platform below:

  • Zoom
  • E360 Platform

Zoom System Requirements

Please see all Zoom live online technical requirements here.

E360 System Requirements

Operating SystemWindows 7 - 11**OS X 10.9 or later**
Browser: Browsers with WebRTC browser extension and the ability to install browser extensions for audio/video and screen sharing.
  • Microsoft Internet Explorer 11, Edge
  • Google Chrome (latest version)
  • Mozilla Firefox (latest version)
  • Apple Safari 5 or later
  • Google Chrome (latest version)
  • Mozilla Firefox (latest version)
Mobile Support

The use of the HTML5Meeting App supports mobile. Available in the AppStore and Google Play Store.

  • 500kbps per video feed
  • 500kbps for screen sharing
  • Internet connection 1 Mbps or better - broadband recommended
  • Allow for TCP connection on port 443
  • Allow for UDP connection on ports 443, 10,000-20,000

* Minimum requirements depend on the number of video feeds
**We recommend using Windows 7 or macOS 10.9 or later operating systems.


Please see all Zoom live online technical requirements here.


Please see all Zoom live online technical requirements 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)

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.

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

  1. Allow for TCP connection secured over TLS over port 443 along with UDP Ports 443 and 10,000 - 20,000
  2. If your company utilizes an internet browser not natively compatible with WebRTC (IE11 or before, Safari 10 or before), install the Temasys plugin. 

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.

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.

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 7-10 or macOS 10.9 or later operating systems.
  • We recommend the use of current Chrome, Firefox, or Safari browsers. We also support Internet Explorer 11 and 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 2MB connection.

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