If you're encountering any technical issue using Talkspace, we recommend trying the following:
| Web |
|---|
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Enable Camera and Microphone Permissions
Ensure your device has granted Talkspace permission to access your camera and microphone before starting a live session. -
Check Your Internet Connection Strength
Google and Run a quick “speed test” to see if that could be the issue. Often a weak connection can result in slowness or unresponsiveness. -
Try Different Networks
Try accessing the platform using different networks (e.g., work wifi, home wifi, personal hotspot, LTE) and determine which networks aren’t allowing access. -
Restart your Wi-Fi router
Unplug your router and wait a few seconds before plugging it back in, turning it on, and testing the connection on your device. -
Use Chrome
We suggest using Google Chrome for the best user experience. If Chrome doesn't work, try a different browser (e.g., Firefox, Safari). -
Clear Your Cache
This helps speed up and improve the performance of your device. -
Go Incognito
Try using an incognito window. -
Try to Login Again
Log out of your account and then sign back in to refresh your room. -
Restart your Device
Shut your device down completely and wait a few seconds before turning it back on. -
Use the App Version
Try using the app version of Talkspace on your mobile devices (iOS or Android).
| Mobile App |
|---|
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Enable Camera and Microphone Permissions
Ensure your device has granted Talkspace permission to access your camera and microphone before starting a live session. -
Check Your Internet Connection Strength
Google and Run a quick “speed test” to see if that could be the issue. Often, a weak connection can result in slowness or unresponsiveness. -
Try Different Networks
Try accessing the platform using different networks (e.g., work wifi, home wifi, personal hotspot, LTE) and determine which networks aren’t allowing access. -
Restart your Wi-Fi router
Unplug your router and wait a few seconds before plugging it back in, turning it on, and testing the connection on your device. -
Reset your network settings
This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.- iOS: go to Settings > General > Reset > Reset Network Settings.
- Android: go to Settings > Backup and Reset > Reset Network Settings > Reset Settings.
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Disconnect from VPN Networks
Make sure you are not connected through a VPN network. -
Ensure You're Using the Latest Version of the App
Check the App Store or Google Play Store to see if there is an update available. Download the latest version for the best user experience. -
Re-download the App
If your app is up to date, try deleting the app from your mobile device and then download it again.- iOS: delete and reinstall instructions
- Android: delete and reinstall instructions
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Try to Login Again
Sign out of your account and sign back in to refresh your room and force an app refresh (you’ll need to enter your password again for this). -
Restart your Device
Shut your device down completely and wait a few seconds before turning it back on. -
Use the Mobile Web Version
Try using the mobile web version of Talkspace.
If you continue to experience technical difficulties, log in to your account and send us a support request with the following information:
- Description of the issue you're experiencing. The more detail, the better!
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The type of device/ browser you're using.
- The Operating System (OS) version of your device.
- The version number of the Talkspace app.
- Whether the issue is occurring equally on both WiFi and cellular data networks.
- Screenshot(s) of the issue, if possible. Please be sure to block out any protected health information (PHI) when sending in screenshots.