If you’re having trouble scheduling or booking a session, this guide outlines the most common reasons and provides steps to help you resolve the issue.
Common Reasons You Can’t Book a Session:
- Booking in a Cancelled/Closed Room
- Coverage Expiration
- Inactivity on the Platform
- Outstanding Charges
- Plan Limitations
- Provider Availability
- Technical Difficulties
- Temporary Service Interruption
Booking in a Cancelled/Closed Room
If you have multiple rooms, make sure you’re booking in your active room. You won’t be able to book sessions in a room that is cancelled or closed. Typically, if a room has been closed, you’ll see a “Restart Therapy” banner that allows you to reactivate service and continue booking. However, if you use Talkspace through an Employee Assistance Program (EAP), you won’t see this banner and won’t be able to message your provider. In that case, you’ll need to follow this guide to restart service: How Do I Get More Sessions Using My Employee Assistance Program (EAP) Benefits?
Currently, unused rooms can’t be removed or hidden, but you can find tips for managing old rooms here: How Can I Remove or Hide My Old Room?
Coverage Expiration
Your ability to schedule a session may be affected if your coverage through your health plan, Employee Assistance Program (EAP), or other benefits provider has expired. When this happens, you may see the “Sorry, something went wrong 500” error message.
For assistance on how to reapply your coverage, log in and check out these articles based on the type of coverage you have:
- Navigating Insurance Coverage Expiration: Your Guide to Continuity of Care
- How Do I Get More Sessions Using My Employee Assistance Program (EAP) Benefits?
- How Do I Renew My Sponsored Benefits from Employers, City Health Departments, and School Districts for More Talkspace Sessions?
Inactivity on the Platform
If you've been inactive on the platform for more than 25 days, you should see a popup message in your chat room with the option to restart therapy with your current provider (if your current provider is still available) or match with a new provider.
Once you select your preferred option, you'll be able to resume therapy. If you accidentally exit the prompt, click on the banner at the top of the room to restart therapy.
Outstanding Charges
If you have outstanding charges on your account, it can affect your ability to schedule more sessions. To address this, ensure that any pending payments are settled by following this guide: How Do I Pay My Talkspace Balance or Invoice?
Plan Limitations
You won’t be able to book live sessions if your plan doesn’t include them, or if you have used all the session credits provided by your plan and can’t purchase additional sessions individually.
In these cases, you may see an error message, as shown in the image below, that says “No session credits available,” or the scheduling screen may not advance when you click “Continue.” Please log in and check whether you have session credits remaining by using the applicable guide below:
- How Do Live Session Credits Work with My Out-of-Pocket Therapy Plan?
- How Do Live Sessions Work Using Insurance for Therapy?
- How Do Live Session Credits Work with My Sponsored Therapy Plan?
- How Do Therapy Session Credits Work with My EAP Plan?
NOTES:
- If you pay fully out-of-pocket for a therapy plan that includes live sessions, you receive up to 4 live credits per billing period. These credits don't rollover to the next billing period. We recommend scheduling all your sessions promptly upon receiving the credits if you intend to use all of them for live check-ins with your provider.
- Session length and session type (messaging, live video, live audio, or live chat) are set by your plan and can't be changed. If you don't see the option to select a different session type or length, it means your plan doesn't offer that flexibility.
Provider Availability
If you’re having trouble finding a time for your live session, or if your provider’s schedule won’t load when booking, reach out to them directly in your chat room to discuss your availability. Be sure to let your provider know the session length included in your plan, as their available time slots may not always offer the length you need.
If you’d like, you can also use our messaging template by selecting “I can’t find a time that works for me” when booking a session. This will send a pre-written message to your provider to help coordinate scheduling.
Technical Difficulties
If you experience technical difficulties while scheduling, such as the screen keeps spinning or getting stuck in a loop, please try the following tips:
- Use an Incognito window.
- Clear your browser cache.
- Try using a different device.
- If you are using the app: delete and reinstall it.
If the issue persists, please refer to our General Troubleshooting Tips for further assistance.
Temporary Service Interruption
If none of the above reasons apply, there may be a temporary outage affecting scheduling. Please try again within the next 48 hours.
You can also ask your provider to book the session for you. Please note that our Support team is only able to assist members using health insurance with scheduling live video sessions, and can’t reschedule or cancel sessions for any members.
Have questions about scheduling a different session length for a psychiatry session? Please log in to view the article that applies to your plan: