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!
Once you start a session, you'll see a “Messaging Session in Progress” banner at the top of your chat room. Just so you're aware, after it starts, it can't be cancelled or switched to a live session. However, if you have live sessions available, you can book a separate live session in addition to the messaging session!
Due to legal regulations around prescribing psychotropic medications, Talkspace psychiatry sessions must be conducted through live video sessions. We are unable to offer asynchronous messaging, live chat, or live audio sessions to psychiatry clients at this time.
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. Make sure to enable your device's camera and microphone permission for Talkspace when joining a live video or audio session.
Before your live session starts, we'll remind you in your chat room with a link to join. Once you and your provider have joined, the session will begin.
In the event that your provider can't make it, you can easily reschedule with the same session credit!
For clients 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.
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. While our Support team is available to help with various inquiries, they are unable to manage the cancellation, scheduling, or rescheduling of your sessions on your behalf.
It's important to keep in mind that late cancellations, late rescheduling, and no-shows may result in the loss of session credit and being charged the full session cost.
Update as of June 25, 2024: If your navigation experience is different from the description below, go to the Tools section on your screen and click Live Sessions to manage your live sessions. To cancel or reschedule a session, click the three dots next to your appointment and choose either Reschedule Session or Cancel.
- Log in at www.talkspace.com or on the Talkspace app.
- Click on Schedule (
) in the navigation bar (usually on the left or bottom of the screen).
- Click on Book or start a session.
- Choose a provider or room if you have more than one.
- Click Continue.
- If you don't have a session credit, you may have the option to buy one depending on your plan.
- 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.
- Review the cancellation policy and click Book session to confirm.
- Consider adding the booking to your personal calendar (Google, Apple, and/or Outlook).
Note: Your provider has up to 24 hours before the scheduled session to confirm.
- Log in at www.talkspace.com or on the Talkspace app.
- Click on Schedule (
- Find the live session you want to reschedule and click Reschedule.
- Select a new date and time for the session.
- Review the cancellation policy and click Confirm rescheduling.
- Consider adding the new booking to your personal calendar (Google, Apple, and/or Outlook).
- Log in at www.talkspace.com or on the Talkspace app.
- Click on Schedule (
- Find the live session you want to cancel and click Cancel.
- Click Cancel session.
- Select a reason for cancelling and confirm the cancellation by clicking Cancel session.
To turn off the feature, you’ll need to do so during a video call on the Talkspace platform (website or app).
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.
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.