Amazon Alexa: Common troubleshooting steps

Having issues with the Talkspace skill on Amazon Alexa, we have got you covered. See below resolutions to the most common issues:

  • How do I reset Voice Profile?
    • Click on the Settings page of the Talkspace Skill and click on Reset for the Voice Profile
    • Click on Edit on “Your Voice Profile” to change your Voice Profile
  • How do I change by Personal Passcode?
    • Click on the Settings page of the Talkspace Skill and click on Reset for the Voice Profile
    • Click on Reset on “Your Personal Passcode” to change your Personal Passcode
  • I am not able to get my therapist messages, make sure:
    • Your Skill is enabled
    • You have successfully account linked with Talkspace
    • You have set the Voice Profile and Personal Passcode
    • Re-enable the skill, make sure you close the Successful Account Linking page
  • Why does Alexa sometimes ask me to repeat “What is the temperature”, etc.?
    • Alexa wants to confirm the Voice Profile of the person with high confidence and may not have received enough words to identify the Voice with high confidence. Hence Alexa asks your repeat a few sentences to get high confidence Voice Profile.
  • What happens when someone else tries to use my skill?
    • Someone else will not be able to access your skill since Alexa will both confirm you are speaking as well as ask for a Personal Passcode before letting you use the skill
  • What happens if I’m sick?
    • Alexa may not be able recognize you when you are sick and your voice would have changed. But you can always Reset your Voice Profile by going to the Skill Settings page.
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