If you're having trouble updating your coverage, adding a new service, or don't see the options to do so, try these steps:
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Check if you need a new authorization (For EAP members).
If you’re using Employee Assistance Program (EAP) benefits, your benefits provider may require a new authorization for additional sessions or services.
To move forward, contact your EAP representative to ask if you're eligible for more sessions or services and if a new authorization or code is needed. If approved, your EAP provider will either
- Send the authorization directly to Talkspace, and we will help apply it, or
- Give you a new code that you can enter by updating your coverage or adding a new service in your Talkspace account. If you don't see these options, continue to the next step.
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Check if any of your rooms are "Waiting to be matched" with a provider.
If you see a room labeled "Waiting to be matched," you’ll need to wait until you’re matched with a provider before you can update coverage or add a new service. You’ll receive an email titled "Meet your provider!" once you’ve been matched.
If the room was created for a service you signed up for by mistake or no longer need, you can cancel the plan linked to that room. After cancelling, you should be able to update your coverage or add a new service. If you continue to have trouble, proceed to the next step.
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Check if you have a closed room or a room that is matched to "Talkspace."
If you have a closed room or a room matched to "Talkspace" (which is a placeholder provider), look for a banner at the top of the room. The banner may first appear as "You have X pending tasks." Click on this banner, and you’ll see options such as "Restart therapy" and/or "Check coverage to start treatment." Clicking either option will allow you to add a new service—with or without coverage—to your account. At the end of this process, a new room will be created.
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Rule out common technical issues
If you experience issues like a blank screen or pages not loading when trying to add a service or update coverage, try the following:
- Refresh the page.
- Use incognito or private browsing mode.
- Clear your browser's cache and cookies.
- Try a different browser.
If the issue persists, try more tips in this guide: General Troubleshooting Tips.
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Check out additional guides.
If you have the options to update coverage or add a service in your account settings, but your benefits are not applying correctly, please refer to the appropriate guide below:
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Contact Support.
If you still need help, reach out to our Support team with:
- A brief description of the issue and any steps you’ve taken to try resolve it.
- A screenshot of any error messages (hide any sensitive details).
- Your device type (e.g., iPhone, Android, laptop).
- The coverage and/or service you want to add to the account.