Unable to Add Partner or Join Couples Therapy Room

Need to add a partner to your couples therapy room? Check out this guide for step-by-step instructions on inviting your partner and setting up your couples therapy room. 

If you have trouble doing so or your partner has trouble joining the room, try the following tips: 

• Check your plan type. You need to be on a couples therapy plan in order to add a partner to your room. Check if your plan name includes “Couples” to confirm. For help finding your plan name, refer to What is included in my Talkspace plan?
  • If you signed up for the wrong plan, switch to the right one by adding a new service to your account. If you want to cancel the other plan, follow the steps in How do I cancel my subscription/plan? for guidance.
• Use separate devices. You and your partner should use different devices. If another device is not available, log out of any Talkspace account on the device or use incognito or private browsing mode when your partner tries to join the room using the invitation link.
• Resend the invitation email. You can revoke and resend the invitation link at any time before the second partner joins. If needed, you can also ask your provider to send a new link for you to share. To resend the link yourself, follow these steps:
  • Go to your couples therapy room and click on this icon () at the top right of the room.
  • On the Room Details page, select Add your partner. Please note that the invitation link will expire after 24 hours.
• Verify your partner's email address and confirm whether they have a Talkspace account. Double check that you've sent the invitation to the correct email address. The invitation link should already have your partner's email address prefilled. 
  • If an account hasn't been created with that email address, your partner should create one using the invitation link. 
  • If an account has already been created with that email address, your partner should select the Log in option in the invitation email. On the following page, they should click the "Already have an account? Log In" link, as shown below.