If you're having trouble applying your sponsored benefits to Talkspace, you can usually resolve this by double-checking your eligibility details.
Below is an example of an error message you might see, along with a quick guide on how to move past it or other similar messages.
One or more fields are missing or invalid. Please check the information and try again.
If you receive an error message like "One or more fields are missing or invalid", this means either:
❌ A required field was left blank.
❌ The details (e.g., keywords) entered to confirm your eligibility for Talkspace services are incorrect.
To fix this, carefully check the info you entered and make sure:
✔️ You’ve filled out all required fields.
✔️ You’ve entered any keywords or details exactly as provided by your benefits sponsor.
Unsure about the required details or keywords needed to validate your benefits? Contact your benefits sponsor (your employer, school, or city program) for clarification and to confirm eligibility. Ask if there are specific keywords for the type of care you’re seeking (e.g., therapy or psychiatry). Once you have the correct information, try again.
If you’re not receiving the system messages above when attempting to apply your benefits, try these tips:
-
Use an
incognito window, preferably in Google Chrome.
- If this works and you were previously using the Talkspace app, make sure it’s updated to the latest version. If you were on a web browser, consider clearing cache and cookies if you experience similar issues in the future.
-
If you’re experiencing a lag, blank screens, or long load times,
try
switching to different networks.
- Different networks like work Wi-Fi, home Wi-Fi, personal hotspot, or LTE, could reveal a network with better connection.
If you continue to receive an error after following these tips, reach out to our Support team with:
- A brief description of the issue and the steps you’ve tried to resolve.
- 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.