If you’re having trouble signing up for Talkspace, the issue is often related to coverage, an existing account, or a temporary technical error. The sections below go through common scenarios and what to try next.
Trouble applying coverage during registration
If you’re using insurance, an EAP, or employer/organization benefits and can’t apply them during registration, review the guide that matches your coverage type:
- Unable to Use/Add My Health Insurance Coverage
- Unable to Use/Add Employee Assistance Program (EAP) Benefits
- Unable to Use/Add Sponsored Benefits from an Employer, City, or School
You may already have a Talkspace account
If you keep receiving error messages or you're directed to an unexpected screen and you can't complete signing up, this often means an account already exists under your email address.
This can happen if you previously started sign-up but didn’t finish, or if you've used Talkspace before with the same email.
To access an existing account:
- Try logging in by selecting Log in instead of Sign up
- Enter the email address you used before
- If you can’t log in, reset your password and try again
Other common sign-up issues and fixes
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Create a strong password
Your proposed password is required to:
- Be at least 8 characters long
- Include both uppercase and lowercase letters
- Contain numbers or special characters
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Issues with a payment method
If your payment isn’t accepted, try a different payment method. Explore your options in Forms of Payment and Coverage Accepted by Talkspace.
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Temporary technical errors
If you see the message “Something went wrong. Please check your internet connection and try again” or the screen freezes during sign-up, this is usually a temporary technical issue.
Try these steps:
- Check your internet connection and try again
- Refresh the page or fully close and reopen the app
- Clear your browser's cache and cookies
- Try signing up from an incognito window (Google Chrome works best)
If you continue to see errors after trying these steps, review the You may already have a Talkspace account section above before attempting to sign up again.