If you’re having trouble joining your scheduled live session, review the common issues below and follow the suggested solutions.
- Live session isn't loading
- "Join session" button is missing or unresponsive
- Redirected back to chatroom
- Stuck on the "Waiting to join" screen
- Still need help?
Live session isn't loading
When your live session isn't loading, it’s usually due to either a problem with your internet connection or an issue with your browser or app. Here’s how to identify and resolve the most common causes:
A strong and stable internet connection is important for joining your live session. You can google "speed test" to check your connection quality. If your connection is unstable, try switching networks (e.g., from WiFi to mobile data) or moving closer to your router.
Privacy-focused browsers like Vivaldi or DuckDuckGo may also cause connection issues. We recommend using Chrome as your browser. If that doesn’t work, Firefox or Safari are good alternatives.
When your connection isn’t reliable, you may see an error message like: “Unable to load live video session. Please check your network connection and try again.”
Using an outdated browser or Talkspace app can prevent you from joining your session. To determine if the issue is related to your browser or the app, try joining your session on both platforms. If you’re only experiencing the problem on one platform, it’s likely that the browser or app needs to be updated.
You might see an error message such as: “An error occurred, please try joining the call again.”
This is how you can update your browser and your Talkspace app:
To update your browser:
- Open your browser (such as Chrome, Firefox, Safari, or Edge).
- Go to the browser’s menu (usually found in the top right corner).
- Look for Help or About and select it. Most browsers will automatically check for updates here.
- If an update is available, follow the prompts to install it.
- After updating, restart your browser.
- Next, clear your browser's cache and cookies.
To update the Talkspace app:
- Open the App Store (for iOS) or Google Play Store (for Android) on your device.
- Search for Talkspace.
- If an Update button appears, tap it to install the latest version.
- If you already have the latest version, open the Talkspace app, log out, and then log back in before your session to refresh the app.
"Join session" button is missing or unresponsive
The "Join Session" button will appear 10 minutes before your appointment. If you don’t see it, or if it is greyed out, broken, or expired, make sure that you’re trying to join at the correct time.
Keep in mind that your session time is based on the time zone of the device you used when scheduling. If you travel to a different time zone, your session will still occur at the original scheduled time in your initial time zone. For example, if you schedule a session for 2:00 PM EST but then travel to California (PST), your session will still take place at 2:00 PM EST, which is 11:00 AM PST in California.
If you're outside of your usual state, you might have trouble accessing your session due to regional restrictions or licensing requirements.
Find out more about how traveling can affect your ability to join a session in this article: Can I Use Talkspace While Traveling or Living Outside of the US?
Redirected back to chatroom
If you’re being redirected back to the chatroom at some point after clicking the “Join Session” button, it’s likely because your camera and/or microphone permissions have not been enabled. In order for your provider to see and hear you, you need to allow Talkspace access to your camera and microphone.
Follow this guide to enable your camera and microphone permissions.
Once you have updated your permissions, try joining your session again.
Stuck on the "Waiting to join" screen
If you have trouble moving past the "Waiting to Join" screen, try our General Troubleshooting Tips. If the issue persists, try joining the session from another device and ask your provider to do the same.
Still need help?
The tips above should help you resolve any problems joining a live session.
If you continue to experience problems, please contact Support and include the information below so our team can investigate further. Providing these details will help us resolve your issue more quickly.
- Short description of the problem and a screenshot of the error message (ensure any sensitive/private information is redacted).
- The time and date of your session.
- Your device type (i.e., Mobile - Android/iPhone, Windows/Mac desktop or laptop, Chromebook, Other). If you tried multiple devices, please include that in your response.
- If on the app, were you using iOS or Android?
- If on the computer, what web browser were you using?
- For each device you tried, have you successfully joined a session on it before?
- Did you enable your device's microphone and camera before or at the start of your session?
- Were you able to join the session by clicking on the "Join session" button posted to your room?
- If no, did you see the option to join at all within your room? Was the option greyed out?
- If yes, for how long did the session connect?
- Is the issue equally occurring when connected to wifi and cellular networks?
- What country are you in currently?