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General Troubleshooting Tips

If you experience technical issues while using Talkspace, try the following tips based on whether the issue occurs on the web or mobile app.

Web

Check your browser permissions
- To join a live session, you have to make sure your browser has permission to use your camera and microphone. This allows your provider to see and hear you.
Verify your internet connection
- Run a quick online "speed test" to see if a weak connection is causing slowness or unresponsiveness.
- Try switching networks (home WiFi, work WiFi, LTE/hotspot) to pinpoint whether the issue is network-specific.
- Restart your modem or router by unplugging it for a few seconds.
Optimize your browser
- Use Google Chrome for the best experience. If not, try Firefox or Safari.
- Clear your browser's cache and cookies.
- Try using an incognito/private window.
- Log out and back in to refresh your session.
Restart your device
- Fully power down your device, wait a few seconds, then turn it back on.
Try the Talkspace app
- If issues continue on web, try using our mobile app for iOS or Android.

Mobile App

Check app permissions
- To join a live session, you have to make sure the Talkspace app has permission to use your camera and microphone. This allows your provider to see and hear you.
Verify your internet connection
- Run a quick online "speed test" to see if a weak connection is causing slowness or unresponsiveness.
- Try switching networks (home WiFi, work WiFi, LTE/hotspot) to pinpoint whether the issue is network-specific.
- Restart your modem or router by unplugging it for a few seconds.
Check network settings
- Disconnect from any VPN (this often fixes loading or connection issues).
- Reset your device’s network settings (this will reset saved WiFi networks, passwords, VPN, and APN settings):
  - iOS: Settings > General > Reset > Reset Network Settings
  - Android: Settings > Backup & Reset > Reset Network Settings
Update or reinstall the app
- Check the App Store or Google Play Store for the latest version of the Talkspace app.
- If already up to date, try deleting and reinstalling the app:
  - iOS: instructions to delete or reinstall an app
  - Android: instructions to delete or reinstall an app
Refresh your session
- Sign out, then sign back in to refresh your room and reset the app.
Restart your device
- Turn your device off fully, wait a few seconds, and turn it back on.
Try the mobile web version
- If the app isn’t working, try logging into the mobile web version of Talkspace.

NOTE: If you haven’t already, please log in to the Talkspace Help Center to access additional troubleshooting guides.

Need additional support? If you still need help, please submit a support request and include the following information:

A description of the issue (the more detail, the better!)
Device details
- Device type (e.g., phone, tablet, computer)
- Browser type if using the web (e.g., Chrome, Firefox, Safari, etc)
- Operating system (OS) version
- Talkspace app version if using mobile
Whether the issue happens on both WiFi and cellular data networks
Screenshots, if possible. Please block or crop out any protected health information (PHI).