Help and Support

Answers to our most frequently asked questions can be found on this page. If you need more help, please contact us and we'll get back to you as soon as possible.

General FAQs

  • What is Live Online?
    Live Online is a 100% live classroom experience conducted online in a ‘virtual classroom’ allowing you to study from home or the office with live video streaming. There’s also an interactive chat panel so you can speak to your tutor and the rest of the class. Each lecture is recorded so you can playback any part of the course as many times as you like - the recorded versions are uploaded to the live online community 24 hours after the live sessions have been broadcast.
  • What is distance learning?
    Distance Learning is a self study course that you work through at your own pace using our Kaplan Publishing study materials, a wide range of online resources and tutor support when you need it.
  • When do I have to register with the governing bodies (ACCA, CIMA, etc)?
    For ACCA Skills, Essentials and Options levels and for CIMA Professional level, you need to register with the institute approximately 6-8 weeks prior to the exam entry deadline. For papers with computer based exams, then 6-8 weeks prior to the exam date may be okay. You can register and find more information on the governing body websites.
  • Do course fees include the exam fees?
    No, course fees DO NOT include your exam fees.
  • Can I enrol on a course if it has already started?
    We accept enrolments onto our distance learning courses all year round. For Live Online if a course has already started you may be able to still attend depending on availability. As Live Online classes are recorded it is possible to book the course after it has started and catch up on the sessions you have missed.
  • What is the difference between ACCA and CIMA?
    CIMA is a dedicated Management Accounting qualification, ideal for those who want to work in industry/ the commercial sector. The ACCA is a financial accounting qualification with greater focus on auditing and tax; members have careers in a wide range of sectors, but primarily in accountancy practice.
  • How do I leave feedback?
    If you would like to leave feedback on any aspect of your experience with Kaplan, you can email us at feedback@kaplan.co.uk. We ensure that all feedback is used to further improve the Kaplan experience. We cannot reply to all feedback sent to us, but if you would like a specific reply, please let us know in your email.
  • How do I access my learning and testing materials?
    You can access your learning and testing materials by clicking on the 'my learning and testing' tab at the top of any MyKaplan page. For illustration and to see more about what's in that section watch this short video.
  • Can I buy recordings of lectures individually?
  • What is MyKaplan and how do I access it?
    MyKaplan is a personalised online study space providing Kaplan students with everything they need to help plan and manage their learning. When you enrol on a course with Kaplan you will receive a registration email. This will be sent to the email address you registered with when purchasing your course. If you have purchased a Kaplan study text through a bookshop you can register on MyKaplan following the instructions inside your study text and using the ‘add a book link’ in MyKaplan. You can find out more about MyKaplan by watching this short video.
    Once you have registered you can log into MyKaplan and gain access to your course calendar and reminders, contact your tutor and access your online learning content. If you were previously registered on Kaplan EN-gage you do not need to register again, you can use the same username and password to log into MyKaplan. Once registered, log in at www.mykaplan.co.uk.
  • Can my company get a discount if we enrol more than one student?
    You may be entitled to a discount if your company enrol more than FIVE students on a course. For more information please contact liveonline@kaplan.co.uk and our client relations team will be in touch.
  • How do I pay for my course?
    You can pay on this website using any major credit card. If you have any problems, please contact us on (65) 6309 5793 or malaysiaenrolments@kaplan.co.uk and we'll do what we can to help.
  • I would like to study with Kaplan in the UK. How do I go about the application?

    If you require a student visa to study in the UK, you can only study a full time course with us. You can study the ACCAACA (ICAEW) and CFA professional qualifications with us as full time courses, or our range of undergraduate and postgraduate degree courses. To find out more information, please contact our dedicated team on +44 (0)207 403 8080 or contactus@kaplan.co.uk.

    To study in the UK, students must apply for a Tier 4 student visa with the UKBA (UK Border Agency) in their home country. Please visit UK Border Agency website for more information.

    Having received your completed enrolment form and required documents as stated on the enrolment form, your initial assessment will take up to 5 working days where upon you will receive an offer or a request for further documentation if necessary. When an unconditional offer is issued, payment will be required at that point.

    Upon receipt of payment, we will start the CAS process and a CAS letter will be emailed to you once completed. This whole process will take up to 10 working days.

Live online FAQs

  • I’ve received an email to register for MyKaplan – what should I do?
    • Click on the link and set up your MyKaplan account with a username and password that’s easy to remember.
    • Once you have registered, you should be able to access the content for the papers you are enrolled on.
    • If you don’t think you have received the email, please check in your junk email folder.
    • If you cannot see the content on MyKaplan please contact our customer services department.
    • If there are technology issues with MyKaplan please contact the MyKaplan technical support team on Mykaplansupport@twinsystems.com
  • What do I do to join the live online community?
    • Click on the email invite and the register for the community with a password. Once you have registered, you can request access to the groups for the papers you are studying. This will then be approved by the admin team.
    • If you don’t think you have received the email, please check in your junk email folder.
  • When do I have to register with the governing bodies (ACCA, CIMA, etc)?
    For ACCA Skills, Essentials and Options levels and for CIMA Professional level, you need to register with the institute approximately 6-8 weeks prior to the exam entry deadline. For papers with computer based exams, then 6-8 weeks prior to the exam date may be okay. You can register and find more information on the governing body websites.
  • How do I access my Live Online lectures?
    • Links for the classes will be emailed to you – click on the link and fill in the relevant registration details. You can then join the lecture – you will be an attendee. The host/ tutor/ TA will appear in the participants’ panel.
    • You will usually be sent the invites at least 24 hours before the start of the class.
    • Please ensure that you have joined the audio broadcast in the ‘communicate’ menu.
    • If you cannot access a lecture please call technical support on 0161 250 0706 option 3
    • .
  • I can’t hear the lecture – what should I do?
    • Firstly, please check that you have joined the audio broadcast in the ‘communicate’ menu.
    • Poor audio can occur if the broadband connection speed is too slow.
    • If you are listening to the lecture via a wireless internet connection, the connection works better if you plug directly into the modem.
    • Close all browsers except the live online class browsers.
    • Ensure that there is no one else using your internet connection in the house.
    • If you still cannot access any sound, please leave and re-join the conference.
    • Don’t worry if you do have sound problems, as all lectures will be available the next day as a recording.
  • I am going to miss a lecture – what can I do?
    • We do advise you to attend live wherever possible to gain maximum benefit from tutor and class interaction.
    • The lectures are recorded though and are usually available 24-48 hours later on the live online site. Please make a note of the password to access the recording, as this will not always be available on the live online site.
    • If you do catch up via a recording but have any questions with the content please contact your tutor either directly or via the live online site. In order to send a message to your tutor you will need to friend request them, alternatively you can post a link on the relevant group.
    • The password to access recordings should be sent to you via the joining instructions, please keep this safe.
  • What format should I use for my assessments/mocks?
    • Assessments should be labelled in accordance with the following convention: Name/Paper/Assessment e.g. AnnaHardyWatmoughCIMAF2IA. Use ‘IA’ for Interim assessment, ‘FA’ for final. ‘RM’ for revision mock and ‘QBD’ for question based.
    • The assessments should be scanned onto one pdf document ideally – you should be able to adjust your scanner resolution so that the files produced are small enough to email.
    • If you do send the assessments in the post please only write on one side of the paper, although email is preferable.
    • Please email the assessments to liveonlinemarking@kaplan.co.uk
    • The assessment submission dates will be available on the live online site. They must be submitted on the relevant dates so that they can be turned around within our deadlines. Late scripts will incur a fee of £50 (RM250).
  • When do I receive my material?
    • Material will be sent to your specified address between 5 and 7 working days after enrolling on a course. If you have not specified an address, the material will be sent to your correspondence address, so please state if you would like the material sent to your workplace for example.
    • If you are out when the materials are delivered they will be held at your local post office. The courier will leave a note telling you where the materials are.
    • If you enrol close to the start of the course, or are worried you haven’t received your materials please contact customer services.


  • Subscription Model – What is it? What do I get?

    The Kaplan subscription model is very similar to Kaplan’s On Demand courses available for CIMA. The ACCA subscription model is an online course that covers the full syllabus of all ACCA courses. You will receive access to all ACCA Applied Skills and ACCA Strategic Professional courses. You will be able to work through each section of your chosen ACCA module by viewing recorded videos on individual topics. There is a particular focus on topics which are quite tricky and extra support is provided. There is access to knowledge checks on the way which allow you to test your knowledge on a particular subject. You are also given access to the latest Progress Tests and Mocks for the next exam sitting allowing you to practice your exam technique! Best of all, as this is a non-structured format of learning you have the flexibility to choose when you want to learn.

  • Subscription Model – What’s the difference between Live Online, Distance Learning and this?

    Live Online – The difference between Live Online courses and the Subscription package is simple. With a Live Online course you will be enrolled onto a structured course based around live lectures with a tutor. Live Online is more of a traditional way of learning that follows a similar structure to how you would learn if you were in a classroom.

    Distance Learning – The difference between Distance Learning courses and the Subscription package is a little more complicated. With a Distance Learning course you are provided with hard copy materials and access to soft copy materials on MyKaplan. However, you will have less access to videos and tutor based content than with the Subscription Model. This means that if you were to study on a Distance Learning platform you need to be self-motivated!

  • There are different prices for the Subscription Model depending on what package you choose!

    If you choose to sign up on a Monthly basis its €50

    If you choose to sign up on a Quarterly basis its €125

    If you choose to sign up on an Annual basis its €460

    Please note that this is a rolling membership. It is your responsibility to cancel your Subscription membership. Until you do so payments will continue to be taken.

  • Subscription Model – What materials do I get?

    When you sign up to the Subscription Package you do not receive materials with your order. This is because you get access to all ACCA Applied Skills and Strategic Professional courses. This allows you to study for multiple courses for a lower price!

    However, we understand that many students like to have hard copies of materials. You are able to purchase hard copy materials separately by completing the attached material form here. This form is also available on the Europe website in the Subscription section.

  • Subscription Model – What if I want to cancel?

    It’s easy to cancel your Subscription membership! All you need to do is go to the Kaplan Malaysia website and select ‘Login to My Account’.


    Once you log in to your account you should be able to navigate to your payment history and be able to view your upcoming payments. You should be able to select – ‘Cancel my membership’. You will receive a notification that your subscription membership has been cancelled. If you choose to cancel your membership before your next payment date you will continue to receive access until your next payment is due.


  • I forgot my password – What do I do?

    Whoops! Don’t worry! If you forget your password it’s no problem at all. Just select the ‘forgot password’ button below on the MyKaplan login page.


    Following this, you should receive an automated email with a temporary password allowing you to log in to your account. From here you can then log in and change your password on your account.


  • I can’t sign into my MyKaplan account – What do I do?

    If you’re unable to sign into your MyKaplan account to access your materials then please contact kaplaneu@kaplan.com and ask for the ‘MyKaplan Invitation email’ to be sent to your email address. This should automatically be sent to your email once you have been enrolled. However, sometimes this can go straight to your Junk mail box. Once this has been resent and received you should receive a link that notifies you that your MyKaplan account has been set up.


  • How do I update my contact details?

    After logging into MyKaplan you can access your account by clicking on the button in the My Account section located directly above your calendar.