Talkspace verifies your eligibility for services based on the type of coverage you have.
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Health Insurance Benefits: If you’re using health insurance, we’ll check your eligibility using your insurance information and perform a real-time verification. The result depends on:
- The accuracy of the insurance information provided.
- The operations status of the insurance verification platform.
- Employee Assistance Programs (EAP) and Other Sponsored Benefits: If you're using benefits from Employee Assistance Programs (EAP) or other sponsors, your eligibility will be validated based on specific keys, such as an authorization/EAP code or specific keywords.
If you’re having trouble applying your coverage or adding services to your account, here are some common reasons and solutions based on your coverage type.
NOTE: You may be unable to update your coverage or add new services in the following scenarios:
- Waiting for a provider match. While waiting for a provider match, you won't be able to apply coverage or add new service to your account. You'll regain access once matched with a provider or upon canceling your existing room.
- Applying coverage to an inactive room. Coverage updates are unavailable in inactive rooms. Please refer to our article on continuing service in an inactive room to determine if your room qualifies for reactivation.
Employee Assistance Program (EAP)
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Coverage Already Used
If you've already used the prepaid sessions included in your coverage, find out more about requesting additional sessions from your coverage provider here. -
Wrong Eligibility Validation Key
One or more fields are missing or invalid. Please check the information and try again.
Make sure you have the correct key—whether it's an authorization/EAP code or specific keywords—to unlock your benefits. If you're unsure, contact your EAP representative and then try again with the updated information.
US Health Insurance or Behavioral Health Benefits
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Entered Incorrect Insurance Information
This 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 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.
- Do not include extra characters and spaces.
- Enter all parts of the member ID, including suffixes, prefixes, and abbreviations.
- 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 name and last name: For policyholder with dependents, enter the first and last name of the individual who'll be receiving service from Talkspace.
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Date of birth: For policyholder with dependents, enter the date of birth of the individual who'll be receiving service from Talkspace.
Example of Applying Aetna Medical Plans Coverage
- To avoid incorrect reading, check your insurance card and ensure the following:
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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.
Sponsored Benefits from Employers, City Health Departments, and Schools
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Entered Wrong Eligibility Validation Key
One or more fields are missing or invalid. Please check the information and try again.
Make sure you have the correct keywords to unlock your benefits. If you're unsure, contact your sponsor. Then, try again with the updated information.
Out of pocket/No coverage
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Incompatible Payment Method
If our platform does not accept your current payment card, we suggest using an alternative card or see here for a list of accepted forms of payment/coverage.
If the above suggestions do not address your concern, please try our General Troubleshooting Tips. If you need further assistance, submit a support request along with the following information:
- Description of the issue and whether it has occurred before.
- Screenshot of the error message (Ensure to redact any sensitive information).
- Type of device you're using (e.g., mobile device model, laptop type).
- The coverage and/or service you want to add to the account.