Unable to Update/Apply Coverage or Add Services

When applying health insurance benefits for Talkspace services, we use the information on your insurance card to verify in real-time whether Talkspace is in-network with your health insurance provider. The result depends on both the accuracy of the information provided and the operational status of the verification platform.

If you’re not passing the eligibility check, review the common reasons and error messages below for the next steps.

• Entered “ineligible” or incorrect insurance information

  Submitting incorrect insurance information is the most common reason members receive an "ineligible" reading from our system, even after confirming with their insurance provider that they have coverage for Talkspace.

  To avoid an incorrect reading, check your insurance card and ensure the following:

  • Select the right insurance provider when applying your coverage.
  • Enter your member information exactly as shown on your insurance ID card, and be mindful of any typos. 
    • Don't include extra characters and spaces.
    • Enter all parts of the member ID, including suffixes, prefixes, abbreviations, letters, and numbers. 
    • Be careful not to mix up the letter O (o) with the number 0 (zero) or the letter L (l) with the number 1 (one).
  • Ensure you enter the correct information in the appropriate fields. Below are some fields you may need to fill in:
    • Group number (Plan ID): This number helps insurance companies identify the benefits included in a policyholder's plan.
    • Member ID (Subscriber/Patient ID): This number is used to identify the policyholder within the insurance company.
    • Patient first and last name: For policyholders with dependents, enter the first and last name of the individual who'll be receiving service from Talkspace.
    • Date of Birth: For policyholders with dependents, enter the date of birth of the individual who'll be receiving service from Talkspace.
      Example of Applying Aetna Medical Plans Coverage
      
• You’re shown out-of-pocket plans and pricing after submitting insurance information

  If you're directed to a screen similar to the one on the left below—with the pricing of Talkspace's out-of-pocket plans, it indicates that your benefits do not apply to Talkspace services or that Talkspace is not considered an in-network provider through your health plan. Confirm with your health insurance provider to ensure you have the necessary coverage with Talkspace.

  If you find a screen similar to the one below, an account will be created with an out-of-pocket subscription.

  If a screen similar to the one below appears, an account will be created under your health insurance coverage.

• You’re shown the “We couldn’t verify your coverage for Talkspace” screen after submitting insurance information

  

  If you're brought to the "We couldn’t verify your coverage for Talkspace" screen, and are certain you should be covered, please choose the "I'm sure my plan covers Talkspace" option. You'll be prompted to upload a photo of your ID and insurance card to our support team.

  Once we receive your submission, we’ll assess your eligibility and inform you of next steps through email. Ensure that emails from Talkspace are not blocked to receive important notifications.

  Note: If you're not directed to the insurance verification screen and instead shown pricing for Talkspace's out-of-pocket plans, it indicates that your health insurance benefits don't apply to Talkspace services. Please check with your health plan provider to confirm if Talkspace is in-network.

• Temporary service interruption

  You may experience difficulty applying coverage or adding services due to a temporary outage in our insurance verification platform. Please try again within the next 48 hours if you’re certain that your health insurance benefits apply to Talkspace services.

When applying EAP benefits for Talkspace services, your eligibility is verified using keywords, an authorization/EAP code, or other information designated by your EAP provider.

Below are common errors that may prevent you from using your EAP benefits for Talkspace services:

• Entered wrong or used/old eligibility validation info or missed a required field

  One or more fields are missing or invalid. Please check the information and try again.

  Auth code is invalid. Double check all your information and try again

  If you receive the error messages above, it’s possible the information you entered is incorrect, the authorization code has already been used, or a required field was left blank. Double check that you have the correct or a new key—whether it's an authorization/EAP code or specific keywords—to unlock your benefits. If you're unsure, contact your EAP representative for assistance and try again with the updated information, making sure all fields are filled out correctly.

  If you've already used all the prepaid sessions included in your EAP coverage, explore our other Accepted Forms of Payment/Coverage to find out what other benefits you may be eligible for, or follow this guide if you’re attempting to add more EAP sessions: How Do I Get More Sessions Using My Employee Assistance Program (EAP) Benefits?

• Entered an invalid authorization code expiration date

  

  Please select a valid date in the future, within the nest [180/365] days

  Authorization codes provided by your EAP expire within a set timeframe, typically within 180 or 365 days of when they’re issued. If you enter an expiration date for an authorization code outside of this timeframe, you’ll receive this error message. Please refer to your EAP authorization to ensure you have the correct expiration date.

• “Something Went Wrong” error

  If you receive the error “Something Went Wrong” when applying EAP benefits, contact your EAP representative to confirm if you’ve been approved for additional sessions. Ask if they’ll contact Talkspace directly to submit your approval for additional sessions.

  • If they’ll be contacting Talkspace, our team will follow up with you over email once we receive their approval.
  • If not, and they’ve given you documentation of authorization, including the start and end dates and any associated codes, please reach out to our support team for further assistance.

  If you’re not eligible for more EAP sessions, explore other benefits you may be eligible for in this guide: Accepted Forms of Payment/Coverage.

When applying sponsored benefits from employers, city health departments, or schools for Talkspace services, your eligibility is verified using keywords or other information designated by your benefits provider.

Below is a common error that may prevent you from using your benefits for Talkspace:

• Entered wrong eligibility validation information or missed a required field

  

  One or more fields are missing or invalid. Please check the information and try again.

  If you receive the error message, “One or more fields are missing or invalid,” when applying your sponsored benefits, the information you entered is either incorrect or a required field was left blank. Double check your eligibility details and ensure all fields are filled out correctly.

  If you’re unsure about the correct information or keywords needed to unlock your benefits, contact your benefits sponsor for clarification. Once you have the correct details, try submitting again.

• Incompatible Payment Method

  If our platform does not accept your current payment card, we suggest using an alternative card or review here for a list of accepted forms of payment/coverage.