Try these tips when you're experiencing trouble with uploading media to your room:
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Make sure your plan is active
Your plan has to be active to be able to send videos or files to your provider. To check your plan status, go to Account (
) > Payment and plan, where you'll find sections for active and inactive plans. If you need to reactivate your plan, visit How Do I Restart Service or Reactivate My Closed Room?
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Use the Talkspace app
For video and file uploads other than PDFs, please use the Talkspace app (Apple App Store, Google Play Store). You can't upload these directly from a web browser. For detailed instructions, find out more here: How Do I Send an Audio, Video, and/or Picture Message to My Provider in the Chat Room?
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Check internet connection
Do a "speed test" on Google to see how your internet is performing. If it's slow or weak, try waiting for it to improve or switch to a different Wi-Fi network or cellular data.
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Update your browser for PDF uploads
Using an outdated browser may lead to issues when uploading large PDFs. Please ensure you have the latest version installed, especially if it's been a while since your last update. For the best user experience, we recommend using Google Chrome.
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Review media size and length
To ensure your media uploads successfully, please check that it fits within these guidelines:
- Images, photos, PDFs: Keep them under 100MB.
- Videos (recorded within the Talkspace App): These should be under 100MB or 5 minutes, whichever limit is reached first.
- Videos (uploaded from your device): These should be under 100MB or 6 minutes, whichever limit is reached first.
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Enable microphone and camera permission
If you're recording audio or video messages, ensure the Talkspace app has permission to use your device's microphone and camera. Find out how to enable these permissions at How to Enable Microphone and Camera Permissions on My Device?
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Make room on your device
Insufficient storage space on your device can prevent you from recording or sending videos. Try freeing up some storage on your device and try again.
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Additional Support
Please submit a support request with responses to the following:
- Description of the issue and whether it has occurred before.
- Screenshot of the issue (Ensure to redact any sensitive information).
- The file size of the media.
- Type of device you're using (e.g., mobile device model, laptop type).
- Whether the issue persists on both Wi-Fi and cellular networks.
- Whether your provider receive the messages.
- Whether your microphone and camera permission is enabled.