How Do I Start, Schedule, Update or Cancel a Session or Appointment with My Provider?

Welcome to Talkspace, where you can connect with a licensed provider through asynchronous messaging sessions, real-time live sessions, or both depending on your plan and coverage.

How do Asynchronous Messaging Sessions Work?

With an asynchronous messaging session, you can send text, video, or voice messages to your Talkspace provider anytime. You'll get a response within one working day, during their working hours, five days a week.

How you start an asynchronous messaging session varies based on your Talkspace plan. For details, select how your plan is paid for below. Remember, you can always check your plan details in your account settings if you're not sure! 

How do Live Sessions Work?

If you have live sessions in your plan, you may be able to choose live video, audio, or chat when you book an appointment.

Before your session:

• Make sure to enable your device's camera and microphone permission for Talkspace.
• You'll find a "Join Session" button in your room about 10 minutes before your session starts. Just click it to join.

If you or your provider cannot make it to the session:

• If your provider can't make it, you'll retain your session credit and won't be charged. You'll have the flexibility to use the session credit to rebook for another time.
• If you ever find yourself unable to attend a session and encounter difficulties canceling it on your own, feel free to coordinate directly with your provider in your room for assistance.

For members paying fully out-of-pocket:

• You have a set number of live sessions each billing period. These don't carry over each month so book your sessions early to make sure you use them! Still need more sessions? You can buy them while scheduling.

Scheduling, Rescheduling, or Canceling a Session

Take charge of your live sessions with ease. Navigate through them effortlessly by following the steps below.

Schedule a Live Session Reschedule a Booked Session Cancel a Booked Session

To schedule a live session:

1. Log in at www.talkspace.com or on the Talkspace app.
2. Click on Schedule ()  in the navigation bar (usually on the left or bottom of the screen).
3. Click on Book or start a session.
4. Choose a provider or room if you have more than one.
5. Click Continue.
   • If you don't have a session credit, you may have the option to buy one depending on your plan.
6. Choose the session type (Video, Audio, Chat), length, date, and time.
   
   • If you can't find a suitable time, select "I can't find a time that works for me" to share your availability with your provider.
7. Review the cancellation policy and click Book session to confirm. 
8. Consider adding the booking to your personal calendar (Google, Apple, and/or Outlook).

NOTE: Once booked, your provider has up to 24 hours before the scheduled session to confirm the appointment. For sessions scheduled within 24 hours of an appointment time, your provider has up to 1 hour before the session to confirm before the system will auto-cancel.

To reschedule an existing live session:

1. Log in at www.talkspace.com or on the Talkspace app.
2. Click on Schedule () in the navigation bar (usually on the left or bottom of the screen).
3. Find the live session you want to reschedule and click Reschedule. 
4. Select a new date and time for the session.
5. Review the cancellation policy and click Confirm rescheduling.
6. Consider adding the new booking to your personal calendar (Google, Apple, and/or Outlook).

To cancel a booked session:

1. Log in at www.talkspace.com or on the Talkspace app.
2. Click on Schedule () in the navigation bar (usually on the left or bottom of the screen).
3. Find the live session you want to cancel and click Cancel. 
4. Click Cancel session.
5. Select a reason for cancelling and confirm the cancellation by clicking Cancel session.

Reactions Feature on Apple (MacOS/iOS) Devices

If you're using an Apple (MacOS/iOS) device, you might see reactions filling your video frame with a 3D effect based on hand gestures. This feature is enabled by default for all video apps when the latest software updates are installed on your device. You can choose to keep it on or turn it off.

To turn off the feature, you’ll need to do so during a video call on the Talkspace platform (website or app).

Mac UsersiPhone/iPad Users

If your device is using macOS Sonoma, to turn the Reactions feature on or off, join a video call on the Talkspace platform. Once the call is started, click on the Video menu , which will only appear in the menu bar when a video call is in progress. Then, click on Reactions to disable or enable it.

Please note that if you use different browsers at any point, you'll need to repeat this process for each browser that you use.

To find out what version of macOS your computer is running, go to the Apple menu  in the upper-left corner of your screen and choose About This Mac. The window that opens will include the macOS name followed by its version number.

You can find these instructions and more information about the Reactions feature for macOS here.

If you are currently running or updating to iOS 17,  you'll need to join a video call in the Talkspace app in order to turn the Reactions feature on or off. Once the call is started, open the Control Center.

To open the Control Center:

• On an iPhone with Face ID: Swipe down from the top-right corner of the screen.
• On an iPhone with a Home button: Swipe up from the bottom edge of the screen.

Tap Video Effects, then turn off or on Reactions.

Please note that if you use a mobile web browser instead of the app to conduct a Talkspace session at any point, you will need to repeat this process for each mobile browser that you use.

To find the software version installed on your device, go to Settings > General, then tap About.

You can find these instructions and more information about the Reactions feature for iOS here.

Having trouble joining a live session?  Try the tips in Live Session Troubleshooting.