I’m having trouble logging into my Talkspace account. What should I do?

Ensure you’re logging into the correct platform.

If you’re currently receiving care from or considering working with a provider on Talkspace, please log in through the Talkspace App, available on the Apple App Store and Google Play Store, or directly on the Talkspace Website.

For those using Talkspace Go, our self-guided app, refer to this article for assistance: I’m having trouble logging into my Talkspace Go app, what should I do?

Reset your Password.

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.

If you haven’t received the password reset email, consider the following:

• Check your spam and promotions folder for an email with the subject: Reset your Talkspace password.
• Ensure that emails from team@talkspace.com aren't blocked. If you use a work email, your workplace's email filters may block our messages. Please check with your workplace to clear any potential blockages. Once you regain access, feel free to update your email address to a personal one. Here’s an article on how to do so: How do I change my nickname, email, password, and phone number?

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.

Try logging in on both the website and the app to see if the issue is happening on both devices or just one. If the issue only happens on one of the devices, try our General Troubleshooting Tips. If the issue persists on that specific device, contact us and provide the requested information below.

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, log in to your account, and 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.