Frequently Asked Questions

Q. How does the new KelbyOne affect my current membership or subscriptions?

All the NAPP and KelbyTraining benefits you know and love are still around!

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Q. Why isn't My Login Working?

The most common reason for this is that you are entering the wrong password. To fix this problem you will need to reset your password.

Reset Your Password

Q. How Can I Change My Account Details?

You can take care of all of your account and payment information on the “Account Settings” page. To view this page you will need to login.

Membership Questions

Q: I am a former NAPP and/or Kelby Training Member. How does the new KelbyOne affect my membership?

All the NAPP and Kelby Training benefits you know and love about your membership are still around! Now you can enjoy the best of both from one source! You can learn more about the new KelbyOne right here on our website or you can speak with one of our customer service representatives at 800-201-7323

Q: If I am currently signed up as a NAPP and/or Kelby Training member, what will my renewal rate be when my membership expires?

You can locate important details about your renewal rate by logging into your account and selecting the membership settings on the drop down tab. You may also contact one of our customer services representatives at 800-201-7323 if you need further assistance.

Q: How can I change my account details, payment information, or cancel my subscription?

You can take care of all of your account and payment information, as well as canceling your subscription using this “Account Settings” page. You will need to log in to be able to access this area.

Q: I have questions about gear, products and software. How do I access the help desk?

We offer several help desks based on your needs. You can access these by logging into your member account here:

Q: What is your Cancellation Policy?

Over 100,000 creatives love being KelbyOne members. We’re pretty confident you will too. So much, that we offer a 100% money back guarantee if you don’t completely agree. It’s that simple!

Cancellation Policy:

  • • Monthly subscribers must cancel within the first 7 days of registration to receive a refund.
  • • Annual subscribers must cancel within the first 30 days of registration to receive a refund.
  • • Money back guarantee may only be applied once annually per institution, individual, or household.

If you wish to cancel your membership for any reason, simply contact our customer service department at 800-201-7323. Our staff will be happy to assist you.


Technical Questions

Q: What internet browser will I need for online training?

: KelbyOne is designed to work with most modern browsers. We support the current versions of Firefox, Internet Explorer, Safari, or Chrome. All lessons are also viewable on tablets and smartphones that support an HTML5 web browser.

Q: Will I need to download any other plug-ins or other programs in order to watch the courses?

Our videos require the free Adobe Flash Player for PC and Mac. All lessons are also viewable on tablets and smartphones that support an HTML5 web browser.

Q: Videos are not showing up on my computer, where can I get the free Adobe Flash Player?

You can download it at:

Q: Will I be able to watch the videos if my computer is behind a corporate firewall?

Our videos are delivered via standard http on port 80. If the video will not play, please check with your network administrator.

Q: What video quality options are available?

You can choose between 360p, 480p, and 720p resolutions. The default is 360p; however if you select an alternative resolution, that preference will be retained for future videos you watch on the device where you made that selection. If you are using a metered Internet connection where you may be charged for bandwidth used, you should note that higher resolution videos use more bandwidth.

Q: I’m experiencing buffering no matter which resolution I choose. Now what?

If you are experiencing buffering, simply pause the video. The player will keep your place as the video continues to load.

Still Need Help? Call us at 1.800.738.8513!

You can also reach us at 813.433.5000. We have customer service agents and technical support on hand
Monday thru Friday from 8:30am to 7:00pm to answer and assist with any problems or questions that you
may have. After hours? No problem. Shoot us an email and we’ll get back
to you during our regular office hours.

Send us an email!

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