IT Certification Frequently Asked Questions
Who is Kaplan IT Training?
Kaplan IT Training, formerly Transcender, has taken great pride in providing the most current test preparation for IT professionals for over 25 years. We have been dedicated to helping IT professionals and educators strengthen technical job skills by preparing them for tough certification examinations with the highest quality learning and exam preparation products.
What's new with Kaplan IT Training?
Kaplan IT Training, formerly Transcender, has the same top-of-the-line content, but we now have a more user-friendly website and Learning Management System (LMS) to ensure your exam preparation goes as smoothly as possible. Our products include either 30-day or 180-day online access, along with select products that offer eLearning or Practice Lab options.
Tech Support Availability
Monday–Thursday, 8:00 am - 10:00 pm ET, and Friday, 8:00 am - 9:00 pm ET.
After-hours support is available by submitting a Support Contact Request.
Accessing Your Courses
I forgot my username and/or password. Help!
Kaplan IT Training’s registration system is case sensitive, so please capitalize letters where appropriate and eliminate spaces. Sometimes a space is captured when cutting and pasting, so try typing the username and password.
If you forgot your password, no worries! Visit our Password Recovery page to reset your password. If you do not receive an email in your inbox, please check your spam folder.
I'm locked out of my course. What should I do?
If you can't access your course, please contact our Technical Support team by calling 877.792.4441.
What are the system requirements?
Current system requirements can be found on our Technical Requirements page.
Are the system requirements different for eLearning practice labs and gMetrix products?
Current technical requirements can be found on our technical requirements page.
Testing Center Locations
Where can I find a testing center?*
Exams offered for Adobe, Cisco, CompTIA, Axelos, GIAC, ITIL, (ISC)², Juniper, Logical Operations, LPI, Microsoft, Oracle, VMware
Find a testing center here
Exams offered for EC-Council and PMI
Exams offered for Adobe and Microsoft
Exams offered for Amazon and ISACA
Find a testing center here
*For information regarding testing center locations, exam objectives, and pending retirement, please confirm with the vendor. Examples of vendors are Adobe, Cisco, CompTIA, Microsoft, etc. This information is subject to change. Kaplan IT Training makes every effort to make sure this information is current and accurate, however, Kaplan IT Training shall not be held responsible for inaccuracies contained herein.
What is the retake policy for classes?
For retake policies, please refer to the Kaplan IT Training Pass Guarantee.
What is the refund/return policy?
For refund/return policies, please refer to the Return Policy.
What is your product extension policy?
Please refer to our Extensions page.
Where can I change my personal information or password?
Follow these steps to change your password:
Login with the username and password supplied to you. Please double-check your spam folder when requesting a password reset.
You will be brought to the products page.
Scroll down until you see Additional Info on the left menu bar.
From the drop-down menu, select My Account.
You can now change your password and click Update Account.