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Academic Support Reasonable Usage Policy

The Academic Support team is here to assist with your academic queries and we can be contacted through a number of different methods. This document will help you to understand the best method to use when contacting the team with your queries.

We regularly monitor use of the Academic Support service and we therefore may contact you (or a Kaplan client team if you are a sponsored student) if your use is a lot higher than we would expect to see whether you need any additional support with your studies. If you are an apprentice we will also contact your Talent Coach to make them aware that you might need some additional support with your studies.

Any queries that are not academic in nature, including exam marking or submission date queries, should be directed to the Student Services Team.

To ensure we can locate your query and enrolment quickly, please message us using the registered email address you use to access MyKaplan. Please send your query to the specific email address found in the ‘contact us’ section of MyKaplan. Messages sent to incorrect inboxes may end up taking longer to receive a response.


This can be used to ask academic queries in relation to your course. When you message the team, you should provide details on the question and the source document you need help with. Please note we can only provide guidance on materials and online resources provided as part of your course.

It will make it much easier to answer your query if you can include the question and answer for us as screenshots or pdfs, or, if your query relates to online content, then please include the URL from your MyKaplan course. The URL will look something like this:

Wherever possible send one email per question. For example if you have a couple of queries on Question 34 in the Question bank these can go in one email. If you have a number of different areas or questions you would like support with, please send multiple emails: for instance Question 34 of the Question bank should go in one email and queries on Question 42 of the Question bank should go in a separate email. The Academic Support Team will be able to respond faster if the emails are focused on one topic or question area.

If you send one email with multiple areas or questions then the team may request that your questions be broken down into individual emails to ensure you receive an appropriate response.

An example of a good email question:

“I am struggling with question 22 in the CIMA F1 exam kit. I do not understand why the answer to part ii is £1,458. Can you please explain?”

An example of an unsuitable email question:

“My exam is tomorrow and I have attached a Word document with all of my queries from my studies. Please can a tutor help with these today?”

Sending the team a long list of queries like this means that it is difficult for you to learn from the responses before your exam and it would be unlikely for the tutors to be able to reply within 4 hours. It is much more beneficial for your studies if you send an email on a topic as you study it, and then wait for a reply to that email before sending further queries on the same topic: this enables you to consolidate your knowledge more effectively.

Live chat (this is available for ACA, ACCA, CIMA and AAT)

Live Chat is a function that allows you to get a much faster response to your academic queries. These will usually be in relation to a topic area that needs quick clarification. It will help the tutor provide a faster response if you provide a specific example number/page number when you chat us.

Sometimes, the nature of the queries received in live chat require the tutor to work through a question to get an answer to be able to explain the concept to you. This takes time and may mean a quick response to that question on live chat is not possible.

If this is the case the question is more appropriate for email and you will be asked to email your query over to the team.

An example of a good live chat:

“Hi, in TYU1, Chapter 2 of the FAR Kaplan Workbook, can you please confirm why we do not time apportion a subsidiary acquired in the year when calculating PPE”

An example of an unsuitable live chat:

“Hi, I’m studying ACA FAR and I would like a tutor to explain FAR QB Q34 for me”.

This doesn’t give the tutor any specific information about what you are struggling with and also covers an entire question which would not be possible to answer in a live chat. You would need to give the details of a specific working in a question that you are struggling with.

Request a call back

This service allows students to contact an Academic Support Tutor to discuss a specific question or area more broadly. The tutor will always reply by email initially to book in a call at a mutually convenient time.  This can include queries on soft skills such as exam technique. The tutor may initially send you some notes to help with your query, for example if you are looking at a calculation, but a callback is always available once you have reviewed these notes.

An example of a good request a call back:

“Hi, could you give me some advice on how best to use the remaining week before I sit my FAR exam?”

An example of an unsuitable request a call back:

“Hi, could you give me a call to explain hedge accounting in ACA CR please?”

This request for a call covers a large syllabus area which would not be possible to cover in a call. The tutor would need to know which specific area of this topic you are stuck on and which question you would like help with.

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