If you're encountering any technical issue using Talkspace, we recommend trying the following:
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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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This helps speed up and improve the performance of your device. |
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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. |
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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. Reset your network settings This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.
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Disconnect from VPN Networks Make sure you are not connected through a VPN network. |
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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. If there is, please download the latest version for the best user experience. |
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Re-download the App If your app is up to date, try deleting the app from your mobile device and then download it again.
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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). |
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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 Mobile Web Version If possible, try using the mobile web version of Talkspace 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 have difficulty with other technical issues, contact support@talkspace.com 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.