If you’re running into technical issues while using Talkspace, the steps below can help. They address the most common problems on both web and mobile devices.
Tip: When you're logged in to the Talkspace Help Center, you'll have access to additional troubleshooting guides for your account type.
| Web |
|---|
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Check your device permissions
- Make sure your browser has permission to use your camera and microphone before starting a live session.
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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/router by unplugging it for a few seconds.
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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.
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Restart your device
- Fully power down your device, wait a few seconds, then turn it back on.
- Try the Talkspace app
| Mobile App |
|---|
-
Check app permissions
- Ensure your device has granted Talkspace permission to use the camera and microphone before starting a live session.
-
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/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 (Note: 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
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Refresh your session
- Sign out, then sign back in to refresh your room and reset the app.
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Restart your device
- Turn your device off fully, wait a few seconds, and turn it back on.
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Try the mobile web version
- If the app isn’t working, try logging into the mobile web version of Talkspace.
If you continue to experience technical difficulties, log in to your account and send us a support request. Please include:
- A description of the issue (the more detail, the better!)
- Your device type and browser
- Your device's operating system (OS) version
- Your 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))