We appreciate you choosing Talkspace and understand the value of your time. Should your provider not join a scheduled session on time, here are some suggestions:
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Check the scheduled time for your session
If you’re traveling, please note that your session will still occur according to the original time zone you were in when you booked the session.
Occasionally, there may be minor delays, and your provider might join shortly after the scheduled time. Please wait a little while if this happens.
If your provider reschedules the session without informing you, you can reach out to them in your chat room to request that the session be canceled or rescheduled to a time you both agree on.
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Check the session confirmation status
Your provider needs to confirm a session after you schedule it. This ensures that they're aware and prepared for the session. Two ways to check if the session is confirmed:
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If your provider has confirmed the session, you will receive a confirmation message in your chat room (similar to the example below) and an email with the subject line: "Your session is confirmed! Mark your calendar."
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A "Join session" button will appear in your room 10 minutes before the scheduled session on the day of your appointment.
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Message your provider
Check in with your provider in the chat room. Sometimes, technical issues may be preventing them from accessing their account. Allow them 10 minutes to respond and join the session.
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Consider your options
Keep in mind that you always have the option to change your provider if you believe it would be in your best interest. Your well-being is our priority, and we want to ensure you have a positive experience with Talkspace.
Will I be charged for sessions missed by my provider?
If your provider is unable to attend a confirmed session, you won't be charged and you'll receive an email from Talkspace with the subject line, "Your provider missed your scheduled session." From there, you can reschedule your session.
If you're on a plan that uses session credits, such as an Employee Assistance Program (EAP) or one of our out-of-pocket plans, your session credit will be automatically returned to you. To check your remaining credits, please look at the guide that matches your plan below:
If your session credit hasn't been automatically returned, please reach out to our Support team so we can assist you in replacing your credit.
To avoid a future missed session, we recommend checking in with your provider to reconfirm the meeting time as it approaches.