Unable to Add Partner or Join Couples Therapy Room

Try the tips below if you’re having trouble adding your partner or joining your couples therapy room:

• Check that you have a Couples Therapy room

  1. Go to Home ().
  2. Look under Your support team to find all rooms associated with your account.
  3. Identify a room with the “Couples Therapy” tag — this confirms that the room is for Couples Therapy and allows you to invite a partner to the room.

  

  If you don’t see a room with this tag, follow the steps for your plan type:

  • If you’re using EAP or other sponsored coverage: Do not send any messages in the room. Contact Support and ask for your room type to be updated to Couples Therapy.
  • If you’re using insurance or paying out-of-pocket: Add Couples Therapy as a new service to your account. You can cancel your other service afterward if needed.

• Check if you're matched with a provider

  You must be matched with a provider before you can add a partner. This usually takes up to 48 hours, and you'll receive an email titled "Meet your provider!" once you're matched.

• Use separate devices

  You and your partner should use different devices. If you don’t have another device, log out of any Talkspace account on the device or use an incognito/private browser when your partner joins using the invitation link.

• Resend the invitation email

  You can revoke and resend the invitation link at any time before your partner joins. You can also ask your provider to send a new link.

  To resend the link yourself:

  • Open your couples room and click the room details icon () at the top right.
  • Select Add your partner. Note: The invitation link expires after 24 hours.

• Check your partner's email and whether they have a Talkspace account

  Make sure you sent the invitation to the correct email address. The invitation link should already have your partner's email address prefilled.

  • If your partner hasn't created a Talkspace account under that email, they should create one using the invitation link in the email sent to them.
  • If your partner already has a Talkspace account under that email, they should click Log in in the invitation email. Once opened, they should select "Already have an account? Log In", as shown below.