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Change Provider

We get it – finding the perfect provider is important for your mental well-being journey, and we're here to make that process as easy as possible.

So, we invite you to explore different provider options until you find someone you can build rapport with. While we strive for lasting connections, there are times when a rematch may be necessary. Let's dive into more details below.

Curious about the matching process and how long it takes? Visit Match with a Provider for more details.

Why am I asked to match with a new provider, and can I be matched back?

We respect the privacy of both our users and providers. As a result, we do not disclose any personal reasons for a provider no longer being available and refrain from sharing personal contact information with you.

What are some common reasons that a provider might no longer be available?
- Licensure Expiration: The license your provider needs to practice in your specific location may have expired, preventing them from working with you.
- Coverage Changes: Changes in your health plan, sponsor or Employee Assistance Program may impact your provider options.
- Provider Departure: The provider is no longer affiliated with Talkspace.
- Extended Leave: The provider is on an extended leave.
- Service Incompatibility: The provider doesn't offer the type of services you're seeking.
- Room Inactivity: If you've been inactive on the platform for more than 25 days, you may be prompted to match with a new provider when you decide to reactivate the room.
- Change of state residence: Moving to a different state may require being matched with a provider licensed there.
Can I be matched back with my previous provider?
If our team has asked you to switch providers, it's because continuing with your previous provider is not possible. We understand this can be a difficult transition and are available to support you through finding a new provider who's a good fit for you. However, if you're returning to service after a break or updating your coverage and have trouble matching with your previous provider, please provide their first and last name in a support request so we can provide additional assistance.

How to change my provider?

In order to experience the full benefit of therapy, we ask that you give your current provider a chance—it may take some time to get to know them. If you still feel your provider is not a good fit, we want to make sure you get the best possible care by being able to switch to a new provider when you feel it's necessary.

To request a new provider through your account:

Web

Log into your account at www.talkspace.com .
Click on Account () located on the top-right corner of the screen.
Click Change provider (same option is available if you click on Payment and plan).
Select the plan you’d like to change provider for.
Answer a series of questions about your preference.
Review your matches and Select your new provider.
Choose your chat history sharing preferences and click Confirm.
- Once selected, you will not be able to update your sharing preferences.
Click Continue with (provider name) to confirm your match.

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Mobile App

Update Notice: If the navigation in your app doesn't match the description provided below, please log into your Talkspace app and follow the instructions within the "Web" section. For additional support, please reach out to our Support team.

Log into your app.
Click the gear wheel () at the top-right corner of the page.
- If you are in the chatroom, click on the green arrow (or) at the top-left to return to the Rooms page and locate the gear wheel.
Now on the Settings page, click on Change provider (same option is available if you click on View payment and plan).
Select the plan you’d like to change provider for.
Answer a series of questions about your preference.
Review your matches and Select your new provider.
- If you’re not happy with the options presented, click Get matched again.
Choose your chat history sharing preferences and click Confirm.
- Once selected, you will not be able to update your sharing preferences.
Click Continue with (provider name) to confirm your match.

How to send in a support request for a different provider ?

Whether you're thinking of changing your provider or simply exploring different options, your go-to is to refer to the instructions under How to change my provider? It'll help you navigate the step-by-step process of provider change and unlock a range of provider options tailored to your preferences.

You can also explore a licensed therapist near you here and submit a request to switch over to a specific provider, and we'll assist you to the best of our ability.

If you couldn't find a provider that meets your needs, submit a request for a personalized provider suggestion.

To expedite the process, provide your state of residence and specify your preferences in order of importance:

Provider's gender identity
Areas of focus/specialty (i.e, anxiety, OCD, etc.)
Any other considerations you'd like us to be aware of (i.e., Preferred language other than English)

Please note that through this process, we can only provide one option at a time, and we cannot match you based on the live session availability of the provider. For this information, request it directly from your provider after matching.

While we strive to align your preferences as closely as possible, please understand that we cannot guarantee accommodation for all preferences.

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