If you’re having trouble applying your health insurance to Talkspace, no worries! This guide will help address common errors and show you how to get in touch with our team if you need further support.
Check your insurance details
First, double-check the insurance details you entered by reviewing the following:
Example of Applying Aetna Medical Plans Coverage
✔️Select the correct insurance provider.
✔️Enter all insurance details exactly as registered with your insurance provider.
✔️Make sure the name and date of birth match the person who will be using Talkspace, even if their name isn’t listed on the insurance card — like a dependent, spouse, or partner.
✔️Include all parts of the insurance member ID, including any letters, numbers, prefixes, or suffixes.
✔️Watch for typos and similar characters, like "O" vs. "0" or "l" vs. "1."
Review what's shown and any next steps
If you continue having trouble even after entering your insurance details correctly, read on for our recommended next steps based on the screen you're receiving:
"We couldn’t verify your coverage" screen
If you're shown a screen that says "We couldn't verify your coverage" and you're sure your plan covers Talkspace, select "I'm sure my plan covers Talkspace".
From there, you can upload a photo of your insurance card and a government-issued ID to help us verify your coverage.
To get the best scan, follow these tips:
- Place your card on a flat, dark surface for strong contrast.
- Make sure all four corners of the card are visible.
- Hold your phone steady and avoid glares or shadows that could block the text.
- Keep all text clearly readable — the scanner needs to capture all the details.
After you scan your card, one of two things will happen:
- If we can instantly verify your coverage, you'll be directed to complete your registration.
- If we need to conduct a manual review, we’ll ask for your email and follow up with next steps. To make sure you don't miss our message, please check that emails from Talkspace aren't blocked by your email provider.
Out-of-pocket pricing screen
If you're shown a screen with Talkspace plans and pricing, it likely means that Talkspace is not an in-network provider with your health plan. We recommend contacting your insurance provider directly to confirm your coverage details.
“We’re having trouble finding your insurance” screen
Sometimes, our insurance verification platform experiences brief outages. If you've confirmed that your information — like your name, date of birth, and member/subscriber ID — is correct and you're shown the "We're having trouble finding your insurance" screen, please try entering your information again in 48 hours.
If you’re not receiving the system messages above when attempting to apply your benefits, try these tips:
-
Use an
incognito window, preferably in Google Chrome.
- If this works and you were previously using the Talkspace app, make sure it’s updated to the latest version. If you were on a web browser, consider clearing cache and cookies if you experience similar issues in the future.
-
If you’re experiencing a lag, blank screens, or long load times,
try
switching to different networks.
- Different networks like work Wi-Fi, home Wi-Fi, personal hotspot, or LTE, could reveal a network with better connection.
If you continue to receive an error after following these tips, reach out to our Support team with:
- A brief description of the issue and the steps you’ve tried to resolve.
- A screenshot of any error messages (hide any sensitive details).
- Your device type (e.g., iPhone, Android, laptop).
- The coverage and/or service you want to add to the account.