About Talkspace

About Our Service

  • What is Talkspace about?

    Talkspace's mission is to provide more people with convenient access to licensed providers who can help those in need to live a happier and healthier life! Our goal is to make therapy available and affordable for all. 

    We created Talkspace not to replace traditional in-office therapy, but to provide the opportunity for more people to utilize and benefit from therapy, and overcome their day-to-day challenges in a stigma-free environment.

    Click here to learn more about our service!

  • How does Talkspace therapy work?

    Therapy that's there whenever you need it!

    Every Talkspace user has a secure, private “room” to communicate with their provider in. Your room is available 24/7, so you never have to wait to share what’s on your mind. You can send text, video, or voice messages to your provider whenever something comes up — whether you’re commuting, at the office, or lying in bed. Your provider will see your messages and respond to you throughout the day. (Though if you’re sending messages at 3 AM, you might have to wait until they wake up!)

    All communications in your Talkspace room are protected and fully encrypted. You can also set a unique passcode on our mobile app for added security.

    We also offer live video sessions, where you and your provider can schedule an appointment in chat face-to-face (virtually of course)!

    Learn more about what Talkspace can do for you.

  • Does Talkspace offer services in languages other than English?

    We primarily offer our services in English, but depending on your location, we may have a provider who speaks your preferred language.

    When you are in the free consultation with a matching provider, the two of you can discuss whether there is a provider who speaks your preferred language in your state before signing up.

  • How do I offer Talkspace to my employees as a benefit/perk?

    Talkspace provides a comprehensive virtual support program for those seeking emotional and well-being needs, including stress, anxiety, and relationships. We've worked with countless businesses to improve workplace mental health and wellness!

    You too can offer Talkspace services to your employees - fill out this form to request a demo today!

    Learn more about Talkspace for Business. 

  • How do I sign up for Talkspace?

    Signing up for Talkspace is easy! Just follow these steps:

    1. Go to our homepage and click Get Started, or download our mobile app (iOS or Android).
    2. Enter your email address, create a password, and choose a unique username.

    Once logged into your new account, you’ll be taken to a private room where you will be paired with a consulting therapist; they'll be able to give you a good idea of what Talkspace can do for you, discuss our subscription options, and ultimately help match you with your primary Talkspace provider. 

    Learn more about how to start on your path to mental wellness with us:

  • Are there any long-term contracts?

    There are no contracts or long-term commitments. We believe that change happens over time, and the best results come about during a long-term relationship with a provider. Our subscriptions are set to automatically renew and can be canceled at any time through your account settings.

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Signing Up

  • 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, you will be asked a few simple questions about yourself and your reasons for therapy. Our matching algorithm will use the collected information to match you with your primary provider.

    Start your free consultation here

  • Will I choose my provider myself?

    A key part of providing you with effective therapy is our matching process. We are extremely selective when curating your match since we want your provider to present the best experience for you! We know the client-provider 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 prompted to answer a few questions about yourself and your preferences for therapy, and our matching algorithm will suggest three potential providers. Choose the one that is the best fit for you, and follow the steps to set up your Talkspace account.

    Click here to start your initial consultation and match with a provider today!

  • Will all of my messages be responded to by the same provider?

    Yes! You will work with the same provider throughout your treatment, as long as they are an active member of the Talkspace Network.

    If you'd like to try working with a new provider, you can easily switch at any time without any disruptions in treatment. Learn how to change your provider here.

Getting Started

  • When will my provider respond to me?

    Because our providers have multiple clients, response times can and will vary. Usually, your provider will respond once or twice a day.

    Some clients like to set up a specific time once each week with their provider so that they can message each other in real-time.

    We recommend talking with your provider about your schedule and needs, and see what will work best for both of you!

  • Can I send an audio, video, and/or picture message to my provider in our chat room?

    Yes, we have made it easy for you to create audio, video, and picture messages.

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

About Our Providers

  • Are Talkspace providers licensed?

    Absolutely! At Talkspace, we have an extensive, nationwide network of licensed providers. All Talkspace providers have been carefully vetted and trained. Talkspace providers undergo an extensive evaluation and review to meet important healthcare requirements and are closely monitored and evaluated for their performance.

  • What do your providers specialize in?

    We have thousands of licensed providers, many of whom are trained in multiple areas of expertise! Here are just some of the areas our clinical network specialize in:

     Anxiety & Stress LGBTQIA+  Grief & Trauma
    Addiction Substance abuse Anger Management
    Depression Chronic Illness Parenting
    Eating Disorders Childhood Abuse Mood disorders
    Post Traumatic Stress Disorder (PTSD) Relationships (Family, Friends) Obsessive Compulsive Disorder (OCD)
    Bipolar Social Anxiety   

     

    Talkspace provides a convenient online platform for you to communicate with our providers. Learn more on how to get started today

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

    These letters refer to a person’s credentials and may vary depending on the provider’s qualifications or licensure. Some of our most common license types include:

    LPC.jpg   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.
        line_ss.png
    MS.jpg   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.
        line_ss.png
    LMHC.jpg   Licensed Mental Health Counselor is board-certified to treat children, adolescents, and adults suffering from adjustment issues, relationship conflicts, or mental illness.
        line_ss.png
    LMFT.jpg   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.
        line_ss.png
    LICSW.jpg   Licensed and Independent Clinical Social Worker is a social worker with an MSW (Master of Social Work) and an additional three years of training. LICSWs tend to specialize in family and marital counseling.

Gift Cards and Referrals

  • How do I refer a friend to Talkspace?

    It's easy to refer your family and friends to Talkspace. When you refer a friend or family member to Talkspace: You Give and You Get!

    So go ahead and share with a friend, using the steps below: 

    Note: When you send a referral link, make sure your friend follows the steps exactly to create an account. This is the only way the referral can be recorded. 

    Through the Web
     
    1. Log into your account on www.talkspace.com.
    2. Click on your username located on the top left corner of the screen.
    3. Scroll down to Refer A Friend.
      • On this screen, you can:
        • Click on Invite Friends 
        • Share your referral link on Facebook or Twitter
        • Check referral statuses.
    Through the iOS App
     
    1. Log into your Talkspace iOS app.
    2. Click the gear wheel (gear_wheel.jpg) at the top-right corner of the page.
    3. Now on the Settings page, scroll down and click Refer A Friend.
      • On this screen, you can:
        • Click on Share With Friends
        • Copy the referral link and share via messaging, email, or etc. 
        • Share your referral link on Facebook.
        • Check referral statuses. 
    Through the Android App
     
    1. Log into your Talkspace App.
    2. Select the menu icon, three lines on the left side of the screen, or slide to the right where you can select My Account or Settings.
    3. On the My Account or Settings page, select Refer A Friend.
      • On this screen, you can:
        • Click on Share with Friends.
        • Copy the referral link and share via messaging, email, or etc.
        • Share your referral link on Facebook or Twitter.
        • Check referral statuses.

    Note: 1) Promotion depicted in the images is subject to change. 2) Maximum of 20 fully redeemed friend referrals per account. Past 20 fully redeemed friends referrals, Clients may continue to refer friends, who will  receive a $200 discount on signup.

  • How can I gift Talkspace to someone?

    Giving the gift of Talkspace to a loved one could not be easier! Visit our Gift Card page to choose, personalize, and purchase your e-card.

Subscriptions and Programs

Pricing

  • How much does Talkspace cost?

    Talkspace members are automatically charged on a recurring basis that they chose upon sign-up. There are no contracts whatsoever and you can cancel your subscription anytime!

    Here are our current one-on-one private chat subscription options:

    FAQ__Talkspace_Pricing_Chart_V5.png

    Through your Employer or Insurance Plan

    Talkspace partners with a number of health plans to provide online therapy to employees through employee assistance programs (EAP) and behavioral health benefits.

    Contact your benefits department or call the member services on the back of your insurance card to see if you qualify for this benefit!

    Additional Programs 

    How much does Talkspace Insomnia therapy cost?

    How much do Talkspace Psychiatry sessions cost? 

Psychiatry

  • What’s the difference between therapy and psychiatry?

    Therapy is an umbrella term that refers to “talk therapy” (also known as psychotherapy).

    You may choose to do just therapy, just psychiatry, or both with Talkspace.

    If you’re unsure about where to start, sign up for therapy, and your therapist can offer guidance to inform your decision.

    Therapists.png  

    Therapists are supportive listeners. They will work with you to understand personal challenges and devise a plan for you to feel better.

    • Therapists are not able to prescribe medication.
    • They include psychologists, social workers, marriage and family therapists, and counselors.
       

    line_.png

    Psychiatrists.png  

    Psychiatry is a medical specialty that uses medication to treat mental health conditions.

    Psychiatrists and nurse practitioners are licensed medical providers who specialize in mental health and medication management.

    Typically, psychiatrists don’t offer talk therapy but work with therapists to provide comprehensive care. 

     

  • Can I receive therapy services from my prescriber?

    While psychiatry sessions involve discussion, the focus really is medication management.

    If you’re looking for mental health counseling, we encourage you to learn more about Talkspace therapy.

  • Is Talkspace psychiatry available to teens?

    At this time, Talkspace psychiatry is only offered to adults 18 years or older.

    But keep checking back in! We hope to open access to more clients soon.

  • How much do Talkspace Psychiatry sessions cost?

    Payment for Talkspace Psychiatry is session-based. Initial evaluations are $199.00 and follow-up sessions are $125.00. Clients can schedule follow-up sessions directly with their providers.

    For new clients, we offer the following bundle discounts if purchased at signup:

    Screen_Shot_1399-12-26_at_16.02.32.png

    For clients who have already had an initial session, we're offering the below follow-up bundle discounts which can be purchased any time:

    Screen_Shot_1399-12-26_at_16.04.40.png

  • Can I use my insurance to cover Talkspace psychiatry costs?

    Currently, we are working with Premera, Cigna, Optum and Gatorcare to offer behavioral health benefits for psychiatry.

    We are also offering psychiatry services through select employers, check in with your internal HR or benefits department to inquire about Talkspace Psychiatry.

    Clients with out-of-network benefits can submit claims and receive 50-90% of the cost of Talkspace back.

  • Can I use my insurance to cover medications prescribed by my Talkspace provider?

    If your insurance covers the cost of prescription medication, then you certainly can! 

    Keep in mind that this process is not managed by Talkspace — we won’t be able to answer specific questions about your eligibility, benefits, or prescription costs.

    Click the links below to learn more about our psychiatry program:

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Insomnia

  • Why is Talkspace Sleep Therapy a good solution for insomnia?

    When you’re exhausted from sleepless nights, motivation doesn't come easy!

    Our 8-week program is simple, convenient, and based on proven-research. With Talkspace Sleep Therapy, you’ll work with a provider from the comfort of your home, and receive daily support and exercises to ensure you stay on track.

    Many of our licensed providers are trained in treating insomnia and other sleep disorders. Our matching process will pair you with providers trained in CBT-I and any other needs and preferences you specify.

  • How much does Talkspace Insomnia therapy cost?

    Talkspace Insomnia therapy is an 8-week program that is paid in 2 monthly installments of $260 each. 

    The total cost of the program is $520.

  • Can I use my insurance for Talkspace Insomnia program?

    Talkspace Insomnia program is not covered by your insurance.

    It may be helpful to know that some Talkspace customers use a credit card or debit card for their subscription and then submit the bill to their Flexible Spending Account (FSA) or Health Saving Account (HSA) plan administrator.

    Please reach out to your insurance provider for further details. 

  • Will I get medication for insomnia?

    Talkspace Sleep Therapy is a behavioral therapy program designed to empower you to identify and eliminate habits that keep you from good rest. Medication is not a part of this treatment plan. 

    While sleeping pills can be a quick-fix, they can become addictive and reduce sleep quality over time.

Teen

  • Can a minor sign up for Talkspace?

    Yes! As of September 17, 2018, Talkspace has expanded its reach to include therapy for ages 13-17. We’re excited to extend our current services to this important population.

    We've considered all legal requirements to support this new offering. Each U.S. state has different requirements regarding what age necessitates parental consent to start therapy and whether the provider can disclose information to the parent/guardian without the adolescent’s consent. The vast majority of U.S. states require parental/guardian consent for a teen to enter into therapy and do not allow providers to share information with a teen client’s parent/guardian without an official authorization and signed release. All Talkspace providers have familiarized themselves with the rules of their respective states.

    There are specific exceptions to consent that vary by state, such as being an emancipated minor. If you believe that one of these exceptions might apply to you, please contact us at support@talkspace.com. 

  • I’m a parent/guardian of a teen interested in starting Talkspace therapy. How do I grant them consent?

    We’re so glad that your teen is interested in starting with Talkspace. If your teen is a minor in a state that requires parental/legal guardian consent for starting therapy, we require you to affirm your consent both via video message (verbally) and text message on the Talkspace app while in the presence of your teen. Our support team can provide more detail about the step-by-step requirements for this process within your initial consultation.

  • I’m the parent/guardian of a teen using Talkspace. Can I talk to my teen’s provider and access information about their progress?

    Yes, but keep in mind that the majority of U.S. states will require your teen to grant consent for their information to be shared with you. Due to HIPAA privacy concerns, we require any exchange of private information to happen via phone, therefore your teen will need to give their provider your name and phone number in order to discuss their treatment progress. 

    Your teen can also share their therapy room transcript directly with you if they feel comfortable, which eliminates the need for an official records request. If you have any questions about this process or the legal requirements therein, feel free to reach out to support@talkspace.com

Couples

  • Do you offer couples therapy?

    Yes we do! With Talkspace couples counseling, you and your partner can sign into a shared, private room whenever is convenient for each of you and discuss your experiences with your provider. Your provider will then respond back on a scheduled basis.

    The flexibility of having Talkspace on your mobile device or desktop means you won’t have to find time for both of you to visit the provider’s office. 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!

    Click here for current pricing and learn more about Couples Therapy here.

  • How do I add my partner to my couples room?

    To add your partner, please follow the steps below:

    1. Log into your account on www.talkspace.com
    2. At the top of your chat room, click on the Add your Partner to the Room banner.
      • If you don't see this banner, go to the Room Details page by selecting this icon (room_details_icon.png) at the top right corner of the page.
      • On the Room Details page, select Add your Partner.
    3. Follow the instructions on-screen.
      • You will be prompted to enter your partner's email address, who will then receive an email invitation to join your couples chat room.

    The link to join will be valid for 24 hours. During this period, you'll have the option to revoke, or resend should the time lapse before your partner is able to accept.

    adding_a_partner.png

    Please ensure the following:

    • You and your partner are not logged into Talkspace on the same device simultaneously.
      • If another device is not available, please use incognito or private browsing mode on your browser.
    • If your partner does not have an existing Talkspace account:
      • Create an account using the same email address the invitation was sent to.
    • If your partner has an existing Talkspace account:
      • Your invitation is sent to the email address on file for your partner's existing account. 
      • Your partner accepts your invitation using the same email address that the invite was sent.

Services and Features

Account Services

  • What are live video sessions?

    Sometimes it's helpful to talk something through instead of typing it out! With live video sessions, you're able to connect face-to-face (virtually) with your provider. Each subscription comes with a set amount of live video sessions per month. If you feel like you need an extra session, more can be purchased a la carte! Click here for pricing.

    The Live Scheduler is available on:

    • Web
    • iOS
    • Android

    Learn how to schedule a live video session with your provider here

  • How do I change my nickname, email, and password?

    You can make changes to your account details by following the steps below:

    Through the Web
     
    1. Log into your account on www.talkspace.com.
    2. Click on your username located on the top left corner of the screen.
    3. Scroll down to Account Details.
    4. Click on Change Nickname, Change Email, or Change Password.
    5. Update your information and press Save.
    Through the iOS App
     
    1. Log into your Talkspace iOS app.
    2. Click the gear wheel (gear_wheel.jpg) at the top-right corner of the page.
      • If you are in the chatroom, click on the green arrow (green_arrow.jpg) at the top-left to return to the Rooms page and locate the gear wheel.
    3. Now on the Settings page, scroll down and click Account Details.
    4. Click Change Nickname, Change Email, or Change Password.
    5. Update your information and press Save.

    Note:  We will update this page when this feature becomes available on Android devices. If you do not have an iOS device you will need to log into the web version of the Talkspace site to make changes to your account.

  • How do I change providers?

    Before Changing Providers  Because we want you to experience the full therapeutic benefit, we ask that you give your current provider a chance as it may take some time to get to know them. But occasionally, you may feel your provider is not a good fit and we want to make sure that you get the best possible care. 

    It’s easy to request another provider through your Account page, just follow the steps below: 

    Through the Web
     
    1. Log into your account at www.talkspace.com.
    2. Click on your username located on the top left corner of the screen.
    3. Scroll down to Manage Subscription.
    4. Click on Change Your Provider.
      • On this screen, you can also:
        • Pause therapy
        • Change plans
    5. Review your matches and Select a provider.
      • If you’re not happy with the options presented, click Get Matched Again.
    6. Click Continue to confirm your match.
    Through the iOS App
     
    1. Log into your Talkspace iOS app.
    2. Click the gear wheel (gear_wheel.jpg) at the top-right corner of the page.
      • If you’re currently in your chatroom, you'll need to click the green arrow (green_arrow.jpg) at the top-left to return to the Rooms page and locate the gear wheel.
    3. Now on the Settings page, scroll down and click Manage Subscription. 
      • If you have multiple subscriptions, you'll be prompted to select one to edit.
    4. In the manage subscription screen, click on Change Your Provider.
      • On this screen you can also:
        • Pause therapy
        • Change plans 
    5. Click on View Profile for more information about the providers.
      • Press the green arrow  (green_arrow.jpgat the top left corner if you'd like to go back and review your other matches.
    6. Click Choose Provider to confirm your match.
    Through the Android App
     
    1. Log into your Talkspace App.
    2. Select the menu icon, three lines on the left side of the screen, or slide to the right where you can select My Account or Settings.
    3. On the My Account or Settings page, select Change Provider.
  • How do I schedule a live video session with my provider?

    Scheduling live video sessions with your provider is easy with the new scheduling tool!

    Follow the steps below to schedule a live video session with your provider:

    1. Log into your account on www.talkspace.com or via the Talkspace app.
      • If you haven't already, please also make sure your app is up to date. 
    2. Once logged in, scroll down to the Therapy Tools or Tools section.
      • If you're in your chatroom on the app, click on the green arrow (green_arrow.jpg) in the top left corner to access this page. 
    3. Under the Therapy Tools or Tools section, click on Live Video Sessions.
      • From there, you will be able to select a provider.
    4. Once you have chosen a provider, click on Book A Session and select a session length.
      • If you do not have a session credit available, you will have the option to purchase one.

    Schedule_LVS.png

    Note: Your provider has up to 24 hours before the scheduled session to confirm. 

  • Do my unused live video sessions roll over?

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

  • How do I adjust my notification settings?

    Please follow the steps below to adjust your email and app notifications:

    Through the Web
     
    1. Log into your account on www.talkspace.com.
    2. Click on your username located on the top left corner of the screen.
    3. Scroll down to Notifications.
      • From there, you can adjust your Talkspace notification settings. 
    Through the iOS App
     
    1. Log into your Talkspace iOS app.
    2. Click the gear wheel (gear_wheel.jpg) at the top-right corner of the page.
      • If you’re currently in your chatroom, you'll need to click the green arrow (green_arrow.jpg) at the top-left to return to the Rooms page and locate the gear wheel.
    3. Now on the Settings page, scroll down and click Notifications
    4. From here you can adjust notification settings, including:
      • Account updates
      • New Messages
      • Session reminders 
      • Marketing communications
      • Read receipts

    line_2.png

    Please make sure notifications are turned on via your mobile device or tablet's global settings.

    To enable notifications for the Talkspace app, please follow the instructions below:

    Android Devices
     
    • Go to the Settings icon on your Android device: Settings > Apps & Notifications > See All Apps > Notifications.
    • Please make sure notifications for Talkspace are enabled.
    Apple Devices
     
    • Go to the Settings icon on your Apple device: Settings > Notifications > Talkspace.
    • Please make sure notifications for Talkspace are enabled.
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Supported Devices and Platform

  • Can I access Talkspace on my mobile device?

    Of course! You can download our iOS app on your Apple devices. Talkspace is also available to Android users via the Google Play App Store.

    With our Talkspace apps, it’s like having a therapist in your pocket! Take your therapy to-go and access whenever and wherever you need help!

  • 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.

    Due to compatibility reasons, we do not suggest viewing our website on Internet Explorer.

Billing and Insurance

Billing

  • What is the refund policy?

    Because our providers charge for the time that is scheduled to be used, much like other medical professionals do, refunds for unused time are not granted. However, we review refund requests on a case-by-case basis in conjunction with providers; we make accommodations if unique or legal circumstances (medical, death, disability, court orders, etc.) dictate the reason for the request.

    It should take about 3 to 5 business days for the refunded amount to appear on your account.

    If a refund is not granted, we usually can make accommodations in other forms of reimbursement, such as a credit to be used towards future service.

    Talkspace is committed to offering everyone the best possible experience. If you’re ever dissatisfied or feel there is something we could do differently to improve your Talkspace experience, please let us know by contacting us at support@talkspace.com.

  • How am I billed?

    Your selected billing method will be charged immediately upon checkout, and your subscription will renew based on the recurring cycle you chose when you first signed up.  This renewal charge will happen on the same date of the month.

    All plans renew automatically unless you decide to cancel via your Account settings beforehand. This is stated when you selected a plan and before you were matched with a provider.

    Here's how you can view your next billing date:

    Through the Web
     
    1. Log into your account at www.talkspace.com.
    2. Click on your username located on the top left corner of the screen.
    3. Under Account, select Manage Subscription.
    4. On the Manage Subscription page, you will find your billing cycle and the next renewal date.
    Through the iOS App
     
    1. Log into your Talkspace iOS app.
    2. Click the gear wheel (gear_wheel.jpg) at the top-right corner of the page.
      • If you are in the chatroom, click on the green arrow (green_arrow.jpg) at the top-left to return to the Rooms page and locate the gear wheel.
    3. Now on the Settings page, scroll down and click Manage Subscription.
    4. On the Manage Subscription page, you will find your billing cycle and the next renewal date.

    Here's a reference of how the Manage Subscription page looks:

    billing_cycle.png

    Learn more about pricing here:

  • How can I update my payment information?

    You can update your payment information by following the steps below:

    Through the Web
     
    1. Log in through our website directly at www.talkspace.com.
    2. Find your username located in the top left corner of the screen.
    3. Click on it and scroll down to Account Details.
    4. At the bottom of the Account Details page, you will see a Payment section.
      • Click on the green Update button.
    5. From here you will be taken to a screen where you can update your payment information.
    6. When you’re finished, press Save.
    Through the iOS App
     
    1. Log into your Talkspace iOS app and click on the gear icon (gear_wheel.jpg) located at the top right corner of the page.
      • If you’re in your chatroom, click on the green arrow (green_arrow.jpg) at the top left to return to the Rooms page and locate the gear icon.
    2. From here you’ll be taken to the Settings page.
    3. Then tap on Account Details
    4. At the bottom of the Account Details screen, you should see your Payment information.
      • Click on the green Update button to the right of your card information.
    5. You will then be taken to a page where you can update your payment details
    6. Make sure to press Save when you’re finished.

    Note:  We will update this page when this feature becomes available on Android devices. If you do not have an iOS device you will need to log into the web version of the Talkspace site to make changes to your account.

  • What forms of payment does Talkspace accept?

    We accept all major debit/credit cards. However, we cannot accept PayPal or checks.

  • Can I pay for my subscription with an international credit card?

    Yes! You'll be able to enter your international postal code by accessing www.talkspace.com via your computer web browser. 

Insurance

  • Is Talkspace covered by insurance?

    Over 40 million Americans are now covered through their insurance. Check your eligibility and see what you can save!

    Flexible Spending / Health Saving Account

    If Talkspace is not covered by your insurance, it may be helpful to know that some Talkspace clients use a credit or debit card for their subscription. Then they submit the bill to their Flexible Spending Account (FSA) or Health Saving Account (HSA) plan administrator.

    We recommend you check in with your FSA/HSA provider to confirm what information they may need to accept the bill.

    * Please email our customer support team if you'd like an itemized receipt.

    New Customers

    Talkspace now partners with a number of U.S. health plans to provide online therapy to employees through Employee Assistance Programs (EAP) and behavioral health benefits.

    Want to know if you are covered? Check out our current partners here.

    Please visit here for more eligibility information.

    Existing Customers

    If you are an existing customer and want to see if you are covered:

    Through the Web
     
    1. Log into your account on www.talkspace.com.
    2. Click on your username located on the top left corner of the screen.
    3. Under Account, click on Check My Coverage.
    Through the iOS App
     
    1. Log into your Talkspace iOS app.
    2. Click the gear wheel (gear_wheel.jpg) at the top-right corner of the page.
      • If you are in the chatroom, click on the green arrow (green_arrow.jpg) at the top-left to return to the Rooms page and locate the gear wheel.
    3. Now on the Settings page, scroll down to Eligibility And Coverage.
    4. Click on Check My Coverage.

    Please note the following:

    • A new room will be created if you are eligible and complete the process.
    • If you have any trouble matching with your original provider, please reach out to our Customer Support team.
      • Please be sure to select a provider at the end of the process before you reach out.
      • In a limited amount of cases, your existing provider may not be available to provide service due to conflict of interest with the health plan, etc.
    • Click on Stop Subscription Renewal to cancel the existing subscription.
  • Do you accept Medicare or Medicaid?

    Unfortunately, Talkspace is currently not available through Medicare or Medicaid.

    However, we do partner with a number of health plans to provide Talkspace to employees, either through Employee Assistance Programs (EAPs) or behavioral health benefits. Contact your benefits department or call Member Services on the back of your insurance card to see if you qualify.

Subscription Management

Modify Subscription

  • How can I upgrade/downgrade my subscription?

    When making changes to your Talkspace subscription, please keep the below information in mind:

    • Any changes made will take effect immediately.
      • If you are updating your billing cycle (i.e. from monthly billing to quarterly billing), your new subscription period will begin immediately.
    • Upgrading: If you are upgrading your subscription, you will be charged the difference between the updated and previous subscription.
    • Downgrading: If you are downgrading your subscription, any resulting credit will automatically apply to your next subscription renewal.
      • If downgrading from a subscription with live session credits, any remaining sessions will be transferred into a credit that will automatically apply to your next subscription renewal.

    Here's how to make changes to your subscription:

    Through the Web
     
    1. Log into your account on www.talkspace.com.
    2. Click on your username located on the top left corner of the screen.
    3. Scroll down to Manage Subscription.
    4. Click on Change Plan.
      • On this screen, you can also:
        • Pause therapy
        • Stop Subscription Renewal 
    5. Select the plan you’d like to switch to and click Change Plan.
    Through the iOS App
     
    1. Log into your Talkspace iOS app.
    2. Click the gear wheel (gear_wheel.jpg) at the top-right corner of the page.
      • If you’re currently in your chatroom, you'll need to click the green arrow (green_arrow.jpg) at the top-left to return to the Rooms page and locate the gear wheel.
    3. Now on the Settings page, scroll down and click Manage Subscription
      • If you have multiple subscriptions, you'll be prompted to select one to edit.
    4. In the manage subscription screen, click on Change Plan.
      • On this screen, you can also:
        • Change your provider
        • Pause therapy
    5. Select the plan you’d like to switch to and click Change Plan.

    Note:  We will update this page when this feature becomes available on Android devices. If you do not have an iOS device you will need to log into the web version of the Talkspace site to make changes to your account.

  • How do I pause/freeze my subscription?

    You can place your Talkspace subscription on a 7-day pause at any time. Please keep in mind that the hold ends automatically, so it's a good idea to set a reminder for yourself to check back in if you need to keep your account on hold for longer.

    If you'd like to put your account on pause for a longer period of time, feel free to reach out to support@talkspace.com for help!

    Please follow the steps below to place your subscription on a 7-day hold:

    Through the Web
     
    1. Log into your account at www.talkspace.com.
    2. Click on your username located on the top left corner of the screen.
    3. Scroll down to Manage Subscription.
    4. Click on Pause Therapy.
      • On this screen, you can also:
        • Change your therapist
        • Change plans
    5. You will then be taken to a page where you can set yourself on hold for 7 days.
      • If you need to restart your subscription you can do so by following the same steps! 
    Through the iOS App
     
    1. Log into your Talkspace iOS app.
    2. Click the gear wheel (gear_wheel.jpg) at the top-right corner of the page.
      • If you’re currently in your chatroom, you'll need to click the green arrow (green_arrow.jpg) at the top-left to return to the Rooms page and locate the gear wheel.
    3. Now on the Settings page, scroll down and click Manage Subscription.
      • If you have multiple subscriptions, you'll be prompted to select one to edit.
    4. In the manage subscription screen, click on Pause Therapy.
      • On this screen, you can also:
        • Change your therapist
        • Change plan 
    5. You will then be taken to a page where you can set yourself on hold for 7 days.
      • If you need to restart your therapy before the 7-days are up you can do so by following the same steps! 

    Note: We will update this page when this feature becomes available on Android devices. If you do not have an iOS device you will need to log onto www.talkspace.com to make changes to your account.

Re-Enrollment

  • How do I re-enroll if I canceled my account?

    Re-enrolling could not be more simple! Here's what to do:

    1. Log into Talkspace using your original email & password.
    2. Click into the room you would like to reactivate.
    3. Click on the Resubscribe to Continue Therapy banner at the top of the room.

    reenrollment.png

    From here, you'll be able to choose whether you'd like to continue treatment with your previous provider (if they are available) or if you'd like to start fresh with a new one. Once you've subscribed to a plan, you can get started right away!

  • Can I request to work with a previous provider?

    Absolutely! Contact us at support@talkspace.com and, if the provider has availability, we would be happy to help you out with this.  

    Furthermore, your room is still available to you even after you’ve canceled. You can always log in to Talkspace to view past chats or check out our latest offers.

Cancellation

  • 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.

  • How do I cancel my subscription?

    Employee Benefit / EAP

    There is no need for you to cancel the account if you are utilizing our service through your Employee Benefit Plans or Employee Assistance Program (EAP).

    Your corporate plan will expire automatically, and no new charge will be created for you or your employer.

    • Your account is available for you if you wish to use it again in the future.

    Insurance-Based Plans

    There is no need for you to cancel the account if you are utilizing our service through your Medical Insurance.

    Insurance plan charges are not automatic. They are only created for services you actively agree to receive, and no new charges will be created without your prior active approval.

    • Please note, charges for services you agreed to may be billed a few weeks after the date of service due to claim-processing time.

    line_ss.png

    Subscription Plans

    You can cancel your account at any time through your Talkspace settings.

    • Please note, if your account is frozen/on-hold, you will need to unfreeze your account before proceeding with a cancellation.
    Through the Web
     
    1. Log into your account on www.talkspace.com.
    2. Click on your username located on the top left corner of the screen.
    3. Scroll down to Manage Subscription.
    4. Click on Stop Subscription Renewal.
      • On this screen, you can also:
        • Pause therapy
        • Change plans
    5. Within the dialogue box that appears, click Cancel Subscription.
    Through the iOS App
     
    1. Log into your Talkspace iOS app.
    2. Click the gear wheel (gear_wheel.jpg) at the top-right corner of the page.
      • If you’re currently in your chatroom, you'll need to click the green arrow (green_arrow.jpg) at the top-left to return to the Rooms page and locate the gear wheel.
    3. Now on the Settings page, scroll down and click Manage Subscription
      • If you have multiple subscriptions, you'll be prompted to select one to edit.
    4. In the manage subscription screen, click on Stop Subscription Renewal.
      • On this screen, you can also:
        • Pause therapy
        • Change plans
    5. Within the dialogue box that appears, click Cancel Subscription.
    Through the Android App
     
    1. Log into your Talkspace app.
    2. Click on your private room with your therapist.
    3. Click on the icon at the top right corner of the screen.
    4. Select Stop Renewal. 

    Change of heart? If you’d like to continue therapy, you can follow the same steps above. Once on the Manage Subscription page, click Undo Cancellation and follow the prompts to reactivate your subscription. 

Security and Privacy

Security

  • Is Talkspace psychiatry private and secure?

    Yes! Our technology is fully HIPAA-compliant, and your safety is our #1 priority. All Talkspace data and communication between our software and the servers are encrypted.

    In addition, the Talkspace app requires you to create a unique passcode for extra security. Our iOS app uses Touch and Face ID on enabled devices.

  • 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.

Privacy

  • 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 kept safe and confidential. Our technology is fully HIPAA-compliant, and your safety is our #1 priority.

    All chat data is encrypted on our servers, as well as all communication between our software and the servers. The Talkspace app requires you to enter your password and allows you to create a unique passcode for extra security. Additionally, our iOS app uses Touch ID and Face ID on enabled devices.

    For more details, read our Privacy Policy.

  • Am I able to delete my chat transcript?

    Because Federal Law requires providers to keep records on file for a specific period of time, chat dialogues cannot be deleted. We do understand the desire to remove personal information and we are able to close your account so that it can no longer be logged into by anyone.

    For more information about this and other policies regarding your privacy at Talkspace, please check our Privacy Policy.

  • Can I share my Talkspace prescriber’s notes with my in-person therapist and/or primary care provider, off platform?

    Yes, you can work directly with your Talkspace prescriber to share notes with any off-platform provider.

Troubleshooting

Common Issues and How to Fix

  • General Troubleshooting Tips

    If you encounter an issue while using the Talkspace app, delete the app from your mobile device and then download it again.

    If an issue arises while using the website, log out of your account and then sign back in; this will refresh your room. We also recommend using Google Chrome when viewing the site and clearing your cache periodically. 

    If the problem persists, please contact support@talkspace.com with as much information as you can about the issues you are experiencing and the type of device/browser you are using.

  • Troubleshooting Live Video Sessions

    If you are facing issues with your live video sessions (i.e. blurriness, choppiness, slowness, etc.), please try the following steps:

    • Ensure that you have a good internet connection.
    • Make sure you are not connected through a VPN network.
    • For audio and/or video issues, make sure your device's microphone and camera are enabled. 
    • Check the App Store or Google Play Store to make sure your app is updated.
      • If your app is updated, delete and reinstall the app.
    • Restart your phone, computer, or tablet.
    • Restart your Wi-Fi router.
    • Reset your phone or tablet's network settings.
      • Android Devices
        • Go to Settings > Backup and Reset > Reset Network Settings > Reset Settings.
        • If applicable, enter the PIN, password, fingerprint, or pattern, then tap Reset Settings again to confirm.
        • A "Network settings reset" pop-up should briefly appear.
      • Apple Devices
        • Go to Settings > General > Reset > Reset Network Settings.
        • This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.

    Note: If you continue to have issues, please reach out to our customer support team.

  • Amazon Alexa Troubleshooting

    Trouble using Talkspace with Amazon Alexa? We've got you covered! See below resolutions to the most common issues:

    • How do I reset Voice Profile?
      • Click on the Settings page of the Talkspace skill and click on Reset for the Voice Profile.
      • Click on Your Voice Profile to change your Voice Profile.
    • How do I change my Personal Passcode?
      • Click on the Settings page of the Talkspace skill and click on Reset for the Voice Profile.
      • Click on Your Personal Passcode to change your Personal Passcode.
    • I am not able to get my therapist messages, make sure:
      • Your skill is enabled.
      • You have successfully linked your account with Talkspace.
      • You have set the Voice Profile and Personal Passcode.
      • Re-enable the skill, make sure you close the Successful Account Linking page.
    • Why does Alexa sometimes ask me to repeat “What is the temperature”, etc.?
      • Alexa wants to confirm the Voice Profile of the person with high confidence and may not have received enough words to identify that. Hence, Alexa asks you to repeat a few sentences to get a high confident Voice Profile.
    • What happens when someone else tries to use my skill?
      • Someone else will not be able to access your skill since Alexa will confirm your voice and ask for a Personal Passcode before letting you use the skill.
    • What happens if I’m sick?
      • Alexa may not be able to recognize you when you are sick since your voice might have changed. But you can always Reset your Voice Profile by going to the skill Settings page.
  • How to change the time zone on my mobile devices?
    For iOS Mobile Devices
     
    • Go to Settings > General > Date & Time
    • Make sure that Set Automatically is turned on. 
    For Android Mobile Devices
     
    • Open the Clock app > More > Settings
    • Under Clock, pick your home time zone or change the date and time.
  • Why are my messages not being delivered to my provider?

    An inconsistent connection can cause messages to not be delivered. We recommend checking your internet connection strength, and then logging out and back into the app. This action will force the room to refresh.

    If this continues to be a problem on your app, you can also log into your chat room directly via our website at www.talkspace.com until we can figure out the issue.

    If you continue to have difficulty, please contact support@talkspace.com with the following information:

    1. The type of device you're using.
    2. The version number of your phone/device.
    3. The version number of the Talkspace app.
    4. Whether the issue is occurring equally on both WiFi and cellular data networks.

  • Why can't I submit my survey/assessments?

    If you're having trouble submitting your survey and/or assessments, please try the following:

    1. If accessing via mobile device, ensure you're using the latest version of our iOS or Android app.

    2. Try accessing the survey from a different device (ex. computer, iPad, etc.)

    If the above do not work, you can message your answers to your provider so no time is lost. They should be able to update it within your profile for you!

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Join Talkspace as a Provider

Come work with us!

  • I'm interested in joining Talkspace as a provider! How do I apply?

    Thank you for your interest in joining our clinical network of providers and prescribers!

    To participate in the Talkspace clinical network, all therapists are required to possess the following:
    • A LCSW, LMFT, LPCC, or PhD in Clinical Psychology
    • Individual professional malpractice liability insurance policy
    • Submission of a fully completed, signed CAQH application
    • Individual NPI number
    • Reliable internet connection

    Please note, Talkspace therapists only work with clients in the state(s) where they are licensed and allowed to practice independently.

    To apply and/or learn more, visit our provider application homepage.

  • What does the provider application process consist of?

    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 and a signed CAQH application with an 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.

    What's the provider onboarding experience like?

    Once asked to join the team, our Talkspace Provider 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 provider's speed.

    In Phase 2, an online group of all-new Talkspace providers have the opportunity for collaborative learning over the course of 60 days. During this period, new providers build their caseloads and are offered additional support from our team of experienced clinical leaders.