General Questions

About our service

  • What is Talkspace about?

    Talkspace makes therapy available and affordable for all. Our mission is to provide more people with convenient access to licensed therapists who can help those in need live a happier and healthier life.

    We are not trying to replace in-office therapy. Many people prefer that, which is fine. We created Talkspace so more people could benefit from therapy and overcome their day-to-day challenges in a stigma-free environment.

    With Talkspace, you can send a therapist text messages, audio messages, as well as picture and video messages in a private, text-based chat room. Talkspace stands out because of the affordability and convenience it provides.

  • How can Talkspace improve my life?

    We have over 1,500 licensed therapists, many of whom are trained in multiple areas of expertise. We have helped people with the following and more.

    • Anxiety
    • Addiction
    • Depression
    • Eating Disorders
    • PSTD (Post Traumatic Stress Disorder)
    • LGBT Issues
    • Relationships (Family or Friends)
    • Suicidal Thoughts
  • Is Talkspace covered by insurance?

    At this time we do not accept insurance, Medicare or Medicaid. It may be helpful for you to know that some Talkspace customers use a normal credit card or PayPal for their subscription and then submit the bill to their Flexible Spending Account (FSA).

  • Do you offer Couples Therapy?

    Yes. With Couples Counseling you and your partner will share the same therapist. The flexibility of Talkspace on your phone or web browser means you won’t have to find time for both of you to visit the therapist’s office. You and your partner can sign in to a shared private room whenever and share your experiences with your therapist. Your therapist will come in on a schedule and respond. It’s easier than waiting a week to remember what to talk about, and you won’t have to rearrange your lives or hire a babysitter.

    Couples therapy is available for $79/week (billed as $316 monthly) or $71/week (billed $852 every 3 months).

    Learn more about Couples Therapy ›

  • Can a minor sign up for Talkspace?

    No. As per the user agreement, Talkspace is for those who are 18 years and older.
    We have included a helpful resource below that may be able to help minors. We also encourage those who are underage to reach out to a trusted adult. Parents, extended family, school counselors or someone in a religious community are all people who can help.

    For non-crisis concerns, you can contact Teen Central as well.

  • What if I don’t really like typing everything out?

    If you do not wish to type out messages, we’ve made it easy for you to create audiovideo and picture messages.

    Learn more about the different ways you can message your therapist at Talkspace.

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About Our Therapists

About Our Therapists

  • Are Talkspace therapists licensed?

    Absolutely! At Talkspace we have an extensive, nationwide network of licensed therapists. All Talkspace therapists have been carefully vetted and trained to use Talkspace. We do not use interns or therapists who are not fully licensed and still under supervision. All of our therapists have over 3,000 hours of clinical experience.

    Talkspace therapists have additional training in specific approaches to therapy which include Cognitive Behavioral Therapy, Existential-Humanistic, Dialectical Behavioral Therapy, Psychodynamic, Mindfulness and more.

    Please note that the therapist you work with will be licensed in your US state of residence.

    We also have a Board of Advisors who include prominent professionals that are experts in the healthcare space and help ensure that our service is effective.

     

  • Is online therapy really effective?

    Absolutely. Over the last decade numerous research studies have shown the effective potential of online therapeutic conversation. You will find below a good start for showing the breadth of the telemedicine and online medicine field:

    “Internet-based versus face-to-face cognitive-behavioral intervention for depression: A randomized controlled non-inferiority trial”
    http://www.jad-journal.com/article/S0165-0327(13)00512-0/pdf

    Linda Godleski, M.D.; Adam Darkins, M.D., M.P.H.; John Peters, M.S. (2014) “Outcomes of 98,609
    U.S. Department of Veterans Affairs Patients Enrolled in Telemental Health Services,
    2006–2010”
    http://dx.doi.org/10.1176/appi.ps.201100206

    Andersson, G., & Cuijpers, P. (2009). “Internet-based and other computerized psychological treatments for adult depression: A meta-analysis.” Cognitive Behaviour Therapy, 38(4), 196-205.
    http://www.ncbi.nlm.nih.gov/pubmed/20183695

    Barak, Azy, et al. (2008). “A comprehensive review and a meta-analysis of the effectiveness of internet-based psychotherapeutic interventions.” Journal of Technology in Human Services, 26.2-4: 109-160.
    http://www.tandfonline.com/doi/abs/10.1080/15228830802094429#.VI8vaCvF_hs

    Wantland, D. J., Portillo, C. J., Holzemer, W. L., Slaughter, R., & McGhee, E. M. (2004). “The effectiveness of Web-based vs. non-Web-based interventions: a meta-analysis of behavioral change outcomes.” Journal of Medical Internet Research, 6(4).
    http://www.jmir.org/2004/4/e40/

    “Internet-versus group-administered cognitive behaviour therapy for panic disorder in a psychiatric setting: a randomised trial”
    http://www.biomedcentral.com/1471-244X/10/54

    “Home telemental health implementation and outcomes using electronic messaging.”
    http://www.ncbi.nlm.nih.gov/pubmed/22052966

    “Mobile Assessment and Treatment for Schizophrenia (MATS): a pilot trial of an interactive text-messaging intervention for medication adherence, socialization, and auditory hallucinations.”
    http://www.ncbi.nlm.nih.gov/pubmed/22080492

    Antiretroviral Medication Adherence for HIV/Aids:
    http://www.ncbi.nlm.nih.gov/pmc/articles/PMC3718389/
    http://www.biomedcentral.com/content/pdf/1745-6215-12-5.pdf

    “Distance Therapy Comes of Age.” Scientific American.
    http://www.scientificamerican.com/article/distance-therapy-comes-of-age/

  • What do MS, RMHCI, LICSW, LMHC, LPC… letters by the name of therapists mean?

    These letters are a person’s credentials. Different letters mean different qualifications for what that therapist can treat.

    Those are the specialties and licenses of each therapist.

    LPC: Licensed Professional Counselors are mental health service providers with a master’s degree who are trained to work with individuals, families and groups in treating mental, behavioral and emotional problems and disorders.

    MS: Masters of Science in counseling psychology, clinical psychology, clinical counseling, or educational psychology. A master’s degree in the specified area may require completion of a master’s thesis, dissertation and/or project.

    LMHC: Licensed Mental Health Counselor is board certified to treat children, adolescents, and adults suffering from adjustment issues, relationship conflicts, or mental illness.

    LMFT: Licensed Marriage and Family Therapist is board-certified to treat a variety of mental health concerns with the emphasis on family therapy, couples therapy and sex therapy.

    LICSW: Licensed and Independent Clinical Social Worker is a social worker with a MSW (Master of Social Work) and an additional three years of training. LICSWs tend to specialize in family and marital counseling.

    Psy.D: A Doctor of Psychology is a professional doctorate degree. Earning the degree was originally completed through established training models for clinical psychology.

    Ph.D.: A Psychologist who has a doctorate in philosophy. Some Psychologists choose to get a Psy.D, which stands for “doctorate in psychology.”

  • Where can I ask questions regarding joining Talkspace as a therapist?

    Please click on the link below and fill out the initial application to the best of your ability. You will have the opportunity to ask a member of our clinical team any questions you have when they respond to your application:

    http://talkspace.com/online-therapy/join-talkspace-as-a-therapist/

Privacy Questions

Privacy Questions

  • How do you protect my privacy?

    At Talkspace your privacy and safety are always the first consideration. We go to great lengths to ensure that you and your data are always kept safe and confidential. Our technology is fully HIPAA compliant and your safety is our #1 priority.

    All of your chat data is encrypted on the servers, and all communication between our software and the servers is encrypted. The Talkspace app requires you to enter your password and allows you to create a unique passcode for extra security. If you have an iPhone that supports TouchID, we also have a feature that recognizes your fingerprint.

  • How secure is the payment system?

    Our payment system is up to date with leading industry standards. All personal information is maintained and secured by a national payment processor. We never store any personal financial information ourselves.

  • Am I able to delete my chat transcript?

    We understand and appreciate your desire for removal of your personal information. We can always close your account so that it can no longer be logged into by anyone, but please be aware that the chat dialogues themselves cannot be deleted because the therapists are required by Federal Law to keep records on file for a specific period of time. For more information about this and other policies regarding your privacy at Talkspace, please check out our Privacy Policy.

Cost

Cost

  • How much does Talkspace cost?

    Talkspace is a subscription therapy service. All of our subscriptions are automatically charged on a monthly basis. There are no contracts whatsoever and you can cancel your plan anytime.

    These are the current plans that are available for one-on-one private chat:

    • Unlimited Messaging Therapy Plus: $49/week for text, video & audio messaging. Your therapist responds to messages daily, 5 days/week.  (Billed as $196 monthly)
    • Unlimited Messaging Therapy Premium: $59/week for text, video & audio messaging + 1 Live Session/month. Your therapist responds to messages daily, 5 days/week. (Billed as $236 monthly)
    • LiveTalk Therapy Ultimate: $79/week for text, video & audio messaging + 4 Live Sessions/month. Your therapist responds to messages daily, 5 days/week. (Billed as $316 monthly)

    Couples therapy is available for $79/week (billed as $316 monthly) or $71/week (billed $852 every 3 months).

  • What is the refund policy?

    Talkspace is committed to offering everyone the best possible experience with our platform and therapists. If you’re ever not satisfied, you can request a new therapist through your account settings.

    Talkspace acts as a conduit to arrange professional services, and those services are paid to the therapists through their Therapist Agreement with Talkspace. Generally refunds for unused time are not granted because the therapists charge for time that is scheduled to be used, much like other medical professionals. However, customer service reviews refunds on a case-by-case basis in conjunction with the therapists. We make accommodations if unique or legal circumstances (medical, death, disability, court orders, etc.) dictate the reason for the refund request. If a refund is not granted, usually we are able to make accommodations some other way such as a credit for future service.

    If there is something you believe we could do differently to improve your Talkspace experience, please let us know by contacting us at support@talkspace.com.

  • What forms of payment does Talkspace accept?

    We accept all major debit/credit cards and PayPal. We unfortunately cannot accept checks or bank transfers.

  • How am I billed?

    You are initially charged on the first day you join Talkspace. Your plan will renew exactly one month from your first day or your last renewal.

  • I only paid once, why am being billed again?

    All plans renew automatically unless you decide to cancel via your “My Account” settings beforehand. This is stated when you selected a plan, before you were matched with a therapist.

  • Can I purchase Talkspace for a loved one?

    Absolutely — if you would like to purchase Talkspace for someone you care about, we’ve made the process easy for you. Just visit our gifting page to learn more.

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Signup, Consultation & Cancellation

Signup, Consultation & Cancellation

  • Once I sign up for therapy, will I have the same therapist?

    Absolutely! Your therapist will personally work with you throughout all the days and weeks you are at Talkspace.

  • Do you offer a free trial?

    To keep prices affordable, we are not able to offer a free trial. We do, however, offer a free initial consultation where you can chat with a Matching Agent who will give you a good idea of how Talkspace works.

  • What happens during the free consultation?

    During your initial consultation, the Matching Agent will chat with you long enough to understand the reasons why you came here, give you a good idea of what Talkspace can do for you and help match you with a therapist.

  • How do I sign up for therapy?

    Simply go to our homepage or download our mobile app (iOS or Android). You will then enter your email address, create a password and unique username to login. After that, you’ll be taken to your private room where you will begin.

    You will first be greeted by one of our agents or therapists who will chat with you and give you a good idea of what Talkspace can do for you. They will discuss our various plans and help match you with a Talkspace therapist who can help you.

  • Will I choose my therapist myself?

    A key part to providing you with effective therapy is our matching process. We are careful to find the best match, since the experience is different than simply picking someone out of a directory. We know the client-therapist relationship is very important, so this matching process is a service we are proud to provide at Talkspace.

    During your initial consultation, you will be asked a few simple questions so the agent can gather some information about you and — based on their training and experience — use that information to match you with a therapist who they think is best able to help you.

  • What is your cancellation policy?

    If you no longer want to continue, you can easily cancel at any time through your account settings. Once you cancel, your account will be marked to not renew. If you cancel before your plan expires, you will still have the remaining time you’ve already paid for.

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Technical Questions

Technical Questions

  • How do I cancel my account?

    You can cancel your account through your Talkspace settings.

    • — Log into our website directly at www.talkspace.com using a web browser
    • — Click the menu under your user name and go to “My Account”
    • — Once you're on the My Account page please scroll down to the in the "Rooms" section
    • — There you will see the option to “Cancel Subscription” which will guide you through a couple of quick steps to submit your request

    If you’re using the mobile app, you can cancel your subscription directly from the app. Log in and select the icon in the top-left corner to access your Settings.

    Once you complete your cancellation request, our team will promptly handle it.

    Your therapist will still be available to you throughout the remaining time that you already have paid.

  • Do my unused live video sessions roll over?

    Unused live video sessions do not roll over month to month, so if your plan includes live sessions you will have to use them within the subscription month. 

  • Can I do a live session via a computer?

    At this time only support live video calls through the mobile/tablet app version of our site. 

  • Can I use Talkspace on my iPhone or iPad?

    Absolutely! You can use the Talkspace app with our iOS app on your iPhone, iPad or iPod.

    Take your therapy to-go so you have access to your therapist whenever and wherever you need help.

  • Do you have a Talkspace app for Android?

    Of course! Talkspace is available to Android users via the Google Play App Store.

    With the Talkspace app, it’s like having a therapist in your pocket!

     

  • What computer and Internet connection do I need?

    You can use any computer capable of running a modern web browser, such as Google Chrome, Firefox, or Safari.

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Joining Talkspace as a provider

Time commitment and compensation

  • How much can I make per month?

    Most of our therapists work with Talkspace to earn supplemental income, and some make up to $4,000 per month. Our pay-scale depends on how many clients you work with, and the plans to which they are subscribed.

  • How many times are therapists expected to check in with clients?

    While clients can write in their rooms 24/7, therapists are only required to check in with clients once daily, during their business hours, five days a week. Since one week of working with a client on Talkspace is roughly equivalent to one in-person session, you’ll be expected to spend about 10 minutes a day per every client check-in.

  • How much time should I expect to be available to Talkspace clients?

    Every therapist has a different approach to time management on Talkspace, and you will become more efficient over time as you get more comfortable with the modality. Your workload will also depend on the specific subscriptions of your clients.

    The guideline we like to provide is that one week of working with a client on the Talkspace platform is the equivalent of one in-person session (45-50 minutes). Therapists usually spend 10 min per day (5 days a week) responding to each client. Subscriptions that include video sessions require more time, but pay more as well.

Application process

  • What does the application process consist of, and how long will it take?

    All providers interested in joining the Talkspace clinical community must complete the application process, which takes an average of 4-6 weeks. The process involves completing a series of required forms, including a prerequisite form and the submission of a fully completed, signed CAQH application with individual NPI number. Our team verifies the submission of key data through primary and secondary sources. If all information is verified, our credentialing team then reviews the full application and verification information to make a decision.

Onboarding process

  • How long is the initial training?

    Talkspace Therapist Orientation is comprised of two phases. Phase 1 is a series of self-directed online lessons and evaluations that can take as little as 10 days and up to four weeks, depending on the speed of the therapist. In Phase 2, a large online group of all new Talkspace therapists have the opportunity for collaborative learning over the course of 60 days. During this period, new therapists build their caseloads and are offered additional support from experienced Talkspace Clinical Leaders.

Clinical questions