Contact Us/FAQs

Your monthly subscription gives you 30 days of access to all the courses in the package you select. Thereafter, access will continue for the period of time you keep your subscription active or until you reach the maximum period permitted by the governing oversight agency, whichever comes first. Your monthly subscription fee is set to automatically charge your card every 30 days. Each payment will give you an additional 30 days of access. 

Your maximum enrollment period is outlined in your enrollment agreement upon purchase. If you don’t complete your course(s) within the timeframe outlined on the enrollment agreement, you will need to enroll in a new subscription package.

You can manage your monthly subscription in our learning management system (LMS). Log into your LMS account and select “Account & Settings” from the left menu. In the “Account & Settings” menu, select the “Subscription” tab. From here, you can view your subscription(s), update your payment method, view your renewal history, and cancel your subscription. To cancel your subscription, click the “Cancel Subscription” option. You will be asked to confirm whether you want to cancel your subscription, and you will be provided with the access end date for your courses if you confirm your subscription cancellation. For example, if your subscription expires on June 30 but you cancel your subscription on June 15, you will still have access to your courses through June 30. Note: once you cancel your subscription, you will not be able to reactivate and pick up where you left off in your courses. If you need to get your courses back, you will need to enroll in a new subscription package and start your courses from the beginning.

We recommend keeping your subscription active until you pass your state licensing exam(s). That way, you will still have access to Kaplan’s state-of-the-art exam prep products in the event that you are unsuccessful on your licensing exam. Ultimately, though, it’s up to you: you can cancel your subscription at any time.  However, if you cancel prior to completing your required licensing course(s), you will lose access to your courses (including your exam prep courses) at the end of the 30-day period in which you canceled.  

Your subscription will automatically renew every 30 days until you cancel your subscription. The payment method you used when initially enrolling in the subscription package will be used for your subsequent automatic renewals. If you want to change or update your payment method, log into your LMS account and select “Account & Settings” from the left menu. In the “Account & Settings” menu, select the “Subscription” tab. From here, you can view your subscription(s), update your payment method, view your renewal history, and cancel your subscription. To update your payment method, click the “Update Payment Method” option. From here, you will be asked to update or confirm both your billing address and your payment details. The payment method used on your most recent renewal order will be used for subsequent renewals. 

You will have 3 calendar days to update your payment information after you receive notice that your payment was declined. If you do not update your payment information within 3 days after receiving the notice, you will lose access to your courses and you will need to enroll in a new subscription package. 

No. Kaplan’s Virtual Classroom Proctoring (VCP) service is not included in your subscription. If you want to schedule a VCP session, you must enroll and pay the $29 fee. Most states allow for disinterested third-party proctoring. Please check your Course Completion Instructions in your LMS to see what options are available for your state. 

You are required to complete the following steps before attending Live Online classes, which are held on Zoom:

1. Create a Zoom account if you don’t already have one
2. Ensure Zoom account information matches your Kaplan account (first/last name & email address)
3. Optional/Recommend: Download and Install the Zoom application

To set up a free Zoom account and download the free Zoom application on your computer/laptop: 

Please click here to download and install Zoom and create an account. After you have downloaded and installed the Zoom application, you will be prompted to log in or sign up. Please click the “Sign Up” option. When creating your Zoom account, please use the same first name, last name, and email address associated with your Kaplan account. This way, the details displayed in the Zoom room match the details displayed on our class roster, ensuring that we know who you are and that you receive credit for the class (if you are taking a class for credit).

To set up a free Zoom account and attend via your web browser: 

Please click the link here and follow the instructions to set up your Zoom account. Be sure to use the same first name, last name, and email address associated with your Kaplan account. As a reminder, it is highly recommended that you download the Zoom application for the best user experience.

If you have an active Zoom account and will attend by either the Zoom application or your web browser:

Please check your account and ensure that the first name, last name, and email address associated with your Zoom account matches your Kaplan account.

For more information, please refer to your course completion instructions, which are located on your student dashboard.

In order to access your class via Zoom, you MUST log into your Kaplan Learning Management System (LMS) account first.

If you receive a message asking you to enter a Meeting ID, you are not logged in to your Kaplan account.

The Zoom link for your class is built into your course on the Kaplan LMS (the “Launch Presentation” icon). This is why your first step is to log into your Kaplan LMS account. You will NOT need a Meeting ID if you are logged into both your Zoom and Kaplan LMS accounts.

When you enrolled in the class, you should have received two emails from Kaplan:

1. Online Access email: This email will feature a link to log into your Kaplan LMS account. It also will provide your username (email address) to use when logging in.
2. Class Confirmation email: This email will confirm the class(es) in which you enrolled, along with the date(s), start time(s), and end time(s). You should reference this email so you know when you must log into the Kaplan LMS (via the Online Access email) and access your Zoom link, which is built into your course.

You should arrive 5-10 minutes before class begins to ensure your webcam and microphone are working properly.

IMPORTANT: If you enrolled in a package that features Interactive Study Group, Career Mentor Connect, or Real Estate Accelerator, you will NOT receive a class confirmation email. This is because you did not need to enroll in a specific date or time. The Live Online sessions for these three career-building products are evergreen; they are held on the same day, and at the same time, every week. When you click on one of these courses from your LMS Home page, you will be taken to the course dashboard, where you will find a PDF of the Live Online schedule. This will tell you when you need to click the Zoom link (the “Launch Presentation” icon) to attend the session, along with the topics that will be covered in each session.

1. Use one of the other recommended browsers.
2. Clear your browser’s cache and cookies:
   • Chrome
   • Firefox
   • Microsoft Edge
   • Safari
3. If possible, use a wired internet connection.
4. Try another network connection, such as your phone’s cellular network.
5. Ensure you’re not using a VPN, proxy server, or network with restrictive firewalls (like a work network). Some public networks found in libraries or airports may also be overly restrictive.
6. Visit the page in an incognito (Chrome) or private browsing (Firefox) window and be sure you don’t have any browser extensions enabled.
   

• In Chrome, click on the three little dots in the bottom right of your browser window, then tap the box next to “Desktop Site.”
• In Safari, tap and hold the “Aa” in the upper left until the menu appears, then choose “Desktop Site."
• In Firefox, click on the three dots in the upper right, then tap the box next to “Request Desktop Site.”

Yes, in fact it’s highly recommended!

Please visit https://zoom.us/test and follow the on-screen instructions to test your browser and audio/video devices.

1. Your microphone/camera are active/not muted in the event itself.
2. You have allowed microphone/camera use in your browser. A pop-up should appear the first time you try to use them.
3. The audio is enabled on your computer, and your microphone/camera isn’t being used in any other applications.

Chrome:

1. Open Chrome and navigate to a website away from Kaplan Real Estate Education (such as google.com).
2. On your browser toolbar, click the Chrome menu at the top right.
3. Click Settings > Advanced > Privacy and security > Clear browsing data.
4. Next to “Time Range” choose All time.
5. Ensure that the only two items that have check marks next to them are “Cookies and other site data” and “Cached images and files.”
6. Click Clear data.
7. Close Chrome to complete the process.
8. Open Chrome and log back in.

Firefox:

1. Navigate to a website away from Kaplan Real Estate Education (such as google.com).
2. Click the Open menu button, and choose Options.
3. Select the Advanced panel.
4. Click on the Network tab.
5. In the Cached Web Content section, click Clear Now.
6. Close the about: preferences page. Any changes you’ve made will automatically be saved.
7. Important: Close completely out of the browser (Use X in upper corner to close).
8. Once closed, reopen and log back in.

Safari 8.0+:

1. Locate the “Settings” Icon.
2. Within the settings, you will find an option that says “Safari.”
3. Scroll down until you see the option for “Advanced.”
4. Then click on where it says “Website Data.”
5. From here, scroll down and select “Remove all website data."