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Student general FAQs

Last updated: 4th April 2022

The government has now published its plan for living with COVID.

Our training locations are fully open for classroom courses and Computer Based Exams.

Find out more:

Contact for help/advice

Ensuring the safety of our students and staff

"Is it safe to attend a Kaplan centre?"

It is our absolute priority that we are open only if it is safe for our students. Although the government guidance has changed with regards how we approach COVID we are retaining some of the extra measures we put in place such as continuing to provide hand sanitiser. You can find full details of what steps we are implementing on our Student Safety page.

“Do I need to bring anything with me when I come in?”

No, there is no requirement to wear masks in our centres at present

“Are there any circumstances where I shouldn’t come into a Kaplan centre?”

We would ask that you follow recommended government guidance:

Testing is now not required but you are advised to stay away from others if you have COVID symptoms or a respiratory illness. We would ask that you use your online resources on days you cannot attend. Please contact our students services team on 0161 259 7400 If you have any questions regarding your online content.

In some cases we know people may choose to test for Covid, please do not attend a Kaplan location if you are waiting for a test result or have a positive result.

We would ask that you only return to Kaplan 6 days after you started getting symptoms or got the positive test result if you were asymptomatic. (The guidance recommends you try to stay at home and avoid contact with other people for 5 days after the day you took your test.)

“If there has been a confirmed case in a Kaplan location what will you do?”

Test and Trace is no longer in place and in line with this Kaplan will no longer be tracking or communicating COVID cases.

Delivery of classroom courses

Are Kaplan still running face-to-face classroom courses?

Our training locations are fully open for classroom courses.

Computer Based Exams

“Will exams go ahead as planned at a Kaplan location?”

Our training locations are fully open for computer based exams

You can view availability and book your AAT, CIMA, or ACCA CBE via our exam booking page. ICAEW certificate level exams can be booked by calling Student Services on 0161 259 7400.

ACCA, CIMA and ICAEW qualifications also offer remote invigilation options for their on demand computer based exams, please see the relevant qualification pages for more details.

We recognise that, given the recent developments in respect of the COVID-19 pandemic, candidates may no longer want to travel to the test centre or take an in-centre exam. Any students with a CBE booking can choose to sit as planned or claim a full refund by emailing us at

Students should only attend if they are comfortable with both the in-centre exam and travelling to the centre to sit their exam. If students do choose to sit the exam, they should carefully consider the safety of their proposed route to the exam centre. As has always been the case, they must strictly comply with our social distancing policy. Failure to comply with these restrictions may result in a student being asked to leave the centre before or during the exam. Please see our student safety page for further information. 

“I have a computer based exam booked at a Kaplan centre but am now unable to attend per your guidance or unwilling to attend. What should I do?"

Please contact our Student Services team on +44 (0) 161 259 7400 to discuss rearranging your exam or to request a refund.

Accessing Online resources

"What equipment do I need to access Kaplan Online learning resources?"

MyKaplan is a fully responsive site which means it will optimise for any device whether that be a laptop, tablet or smartphone.

Within MyKaplan we have three main types of learning that you may wish to access but which may have some limitations:

  • Our OnDemand and Flexible Online content has not been optimised for consumption on small devices but it will adapt to the size of your screen. You can zoom in where the content appears too small. Your learning experience will be better on a tablet compared to a smartphone.
  • Our Live Online ‘live’ sessions need to be viewed in the ‘Cisco WebEx meetings’ app which can be downloaded from Apple’s App store and Google’s Play store. For more information on system requirements please visit our FAQs.
  • Our ‘recorded’ Live Online delivery will work on all devices where they have MP4s. We have a small number of recorded sessions that are not MP4s and therefore not available on mobile devices.
  • For both live and recorded sessions we recommend using a minimum of an A5 sized screen so that you can properly view the tutors notes.

Online assessments, such as Knowledge Checks, are fully responsive and will work on any device. PDFs can also be viewed and can be made available offline in our associated app - Brightspace Pulse.

Last updated: 4th April 2022

Who is best to contact for help and advice?

For accountancy and tax students please be aware that we are experiencing high call volumes throughout this period. You can call us on 0161 259 7400 or email us at and an advisor will assist you as soon as possible.

For Banking and Finance (CFA, CAIA, FRM, IMC and CISI) please redirect your enquiry to

If you are worried about your progress through your Apprenticeship, please speak to your talent coach. 

If you would like some support with technical questions while you are studying don't forget about our Academic Support team. They are available 7 days a week via email, live chat and 'request a callback' through MyKaplan.

Safeguarding and Mental Health

If you have any safeguarding concerns, please contact us via during working hours. It is a confidential email account.

There are two very good charities who have out of hours support: NSPCC for concerns about young people 0808 800 5000 or the Samaritans 116123.

We can also signpost you to several helpful organisations - we have collated contact details of organisations such as Anxiety UK, Mind, CALM, and Young Minds.