I’m Having Trouble Logging Into My Talkspace Account

Try the following if you're having trouble logging into your Talkspace account:

• Confirm your account is fully set up. 

  Without completing your account setup, you may have trouble logging in. To finish setting up your account, find the email with the subject line Final step: set up your account to start therapy and follow the instructions in that email.

• Ensure you’re logging into the correct platform.

  At Talkspace, we offer two distinct platforms—Talkspace and Talkspace Go—each designed to meet different mental wellbeing needs. While they are separate platforms, they use the same login credentials if you registered with the same email address.

  If you recently updated your password on one platform, it will apply to both. Please make sure you're logging into the right platform and use the updated password.

  • To log into Talkspace (1-on-1 provider experience): Log in at www.talkspace.com or through the Talkspace app (available on the Apple App Store or Google Play Store).
  • To log into Talkspace Go (Self-guided app): Download the Talkspace Go app from the Apple App Store or Google Play Store, and log in directly through the app. If you need more help with logging in, refer to this article for more assistance: I’m Having Trouble Logging Into Talkspace Go.

• Make sure you’re using the correct email address.

  Double-check that you’re entering the same email address you used to sign up for Talkspace. If you’re unsure, look for any previous emails from team@talkspace.com in your inbox or spam folder. This can help you confirm which email is linked to your account.

• Reset your password.

  IMPORTANT: If you use the same email address for both Talkspace and Talkspace Go, resetting your password in one app will affect both.

  If you log in using Single Sign-On (SSO) on our login page, please contact your benefits provider (e.g., organization or health plan) for assistance with resetting your password or updating your email address. 

  Here's an example to help you identify if you use SSO: 

  

  If you don't use SSO on our login page, reset your password by clicking here and entering the email address associated with your Talkspace account. The password reset link emailed to you will be active for 60-minutes.

  Didn't get the password reset email?

  • Make sure you've finished setting up your account. Look for an email from us titled Final step: set up your account to start therapy and follow the instructions.
  • Wait 1-2 minutes in case there is a slight delay in email delivery.
  • Check your spam and promotions folder for an email with the subject: Reset your Talkspace password.
  • Double-check that you've entered the correct email address.
  • Ensure that emails from team@talkspace.com aren't blocked. If you use a work email, please check with your workplace to clear any potential blockages. Once you’re back in, you can update your email address to a personal one.

• Ensure any password auto-fill features are disabled. 

  If not disabled, the features could be auto-populating the password field with an old password, preventing you from logging in if you've recently changed your password. 

• Attempt to log in from both the Talkspace app and website. 

  • On the website: Try clearing your browser's cache and cookies, switching to a different browser, or using incognito/private mode. 
  • On the Talkspace app (Apple App Store or Google Play Store): Make sure you have the latest version installed, restart the app or your device, and try reinstalling the app.

  If you're still having trouble, try our General Troubleshooting Tips.

• Make sure you’re in a country that allows Talkspace.

  If you're in a country on the Voice over Internet Protocol (VoIP)-blocking list, your ability to access Talkspace may be restricted. To find out more about how travel can affect your access, visit Can I Use Talkspace While Traveling or Living Outside of the US?

• For trouble logging in due to two-factor authentication (2FA)...

  • If you’re not receiving the 6-digit verification code, ensure you’re checking the phone number and/or email address associated with your Talkspace account.
  • If your 2FA request timed out, please wait and try again in a few minutes.

• Request for additional support.

  If you continue to have difficulty, submit a support request. Please provide answers to the questions below, include details about the issue, and attach a screenshot of the error message if applicable. When attaching screenshots, ensure to block out any Protected Health Information (PHI) and in-room messages.

  Web Issue Mobile App Issue

  If the issue only occurs on the WEB

  • What web browser are you using? (ex. Chrome, Safari, etc.)
  • Have you tested logging in on multiple browsers?

  If the issue only occurs on the MOBILE APP

  • What type of Device do you have? (e.g. iPhone 7, Android, etc.)
  • What version of iOS or Android are you on?
  • Is your app currently up to date?
    • If you're not sure, check the app store to see if there is an update available to download.
  • Does this problem occur equally while connected to WiFi and/or cellular data?
  • What country are you currently located in?