General Troubleshooting Tips

If you're encountering any technical issue using Talkspace, we recommend trying the following:

Web Mobile App
Web
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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 if possible.

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.

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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)

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Clear Your Cache

This helps speed up and improve the performance of your device.

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Go Incognito

Try using an incognito window.

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Try to Login Again

Log out of your account and then sign back in to refresh your room.

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Restart your Device

Shut your device down completely and wait a few seconds before turning it back on.

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Use the App Version

If possible, try using the app version of Talkspace for mobile devices to maintain use of your room.

If the above tips do not help with submitting your survey and/or assessments back to your provider, you can message your answers directly in the room to prevent time lost. Your provider should be able to update it within your profile for you.

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!
  • 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.
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