Unable to Use/Add Employee Assistance Program (EAP) Benefits

If you’re having trouble applying your Employee Assistance Program (EAP) benefits to Talkspace, don’t worry — we’re here to help!

Quickly jump to the error you’re encountering, or continue reading to explore solutions:

• No option to update coverage
• “One or more fields are missing or invalid” or “Auth code is invalid”
• “Please select a valid date in the future”
• “Something went wrong”

1. If you’re an existing Talkspace member, check if your EAP plan has expired.

   If you’re an existing Talkspace member with an EAP plan that has expired, you'll need to add a new service to use your updated benefits. You won't have the option to update coverage for inactive plans. 

   If the option to add a new service is also unavailable, please contact support with the following information:

   • The steps you've already taken to try adding your benefits.
   • Documentation showing your eligibility for benefits, which should include  approval start and end dates, and any authorization codes.

   How to tell if my plan has expired?  Your plan expiry information is available on the Payment and plan page of your account. Find out how to navigate to that page here.

2. Double-check the benefits info entered.

   To verify your EAP benefits, you may need to provide a keyword, an authorization/EAP code, or other details from your EAP provider. If you receive an error message, please refer to the corresponding solution below:

   • “One or more fields are missing or invalid” or “Auth code is invalid” 
     

     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 “One or more fields are missing or invalid” or “Auth code is invalid” message when applying your benefits, it could mean one of the following:

     ❌ A required field was left blank.
     ❌ The information entered is incorrect.
     ❌ The authorization code has already been used.

     To bypass the error, carefully check your details and make sure that

     ✔️ You’ve entered all required fields correctly.
     ✔️ You’re using a valid and unused authorization/EAP code or keyword. If unsure, contact your EAP representative for the correct details.

     Already used all  the prepaid sessions included in your EAP coverage?  Explore other Accepted Forms of Payment/Coverage or follow this guide to get more EAP sessions: How Do I Get More Sessions Using My Employee Assistance Program (EAP) Benefits?
   • “Please select a valid date in the future” 

     

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

     EAP authorization codes expire within a set timeframe—typically 180 or 365 days from when they’re issued. If you get the “Please select a valid date in the future” error, double-check your authorization details and enter the correct expiration date in the format: MM/DD/YYYY.

   • “Something went wrong” error

     

     Something went wrong error

     The “Something went wrong” error could mean:

     ❌ You already have a Talkspace plan under the same EAP benefits and can't use those benefits again.

     Next steps is to contact your EAP representative to confirm:

     ✔️ If you’re approved for more sessions or another service you’re looking to add (e.g., individual therapy, couples therapy, or psychiatry) 
     ✔️ ️Whether they’ll notify Talkspace directly of the approval. If your EAP provider is reaching out to Talkspace, we’ll follow up with you by email within 5-7 days once we receive confirmation. If they aren’t contacting Talkspace directly, and you have documentation of your approval (including start and end dates and any authorization codes), reach out to our Support team for further assistance.

     Not eligible for more EAP sessions or service?  Explore other Accepted Forms of Payment/Coverage options!