Two-factor authentication (2FA) adds an extra layer of security to your Talkspace account. When enabled, you'll be prompted to enter a 6-digit verification code sent to both your phone and email alongside your password whenever you sign in.
Need assistance with your 2FA code? The following scenarios and tips can help you get back into your account:
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The 2FA code hasn't arrived
- Check both SMS and email: Talkspace sends the 2FA code to both your phone number and email address. Check your text messages and email inbox (including your spam folder) to find the code.
- Allow time for delivery: It may take a few minutes for the code to arrive. Avoid requesting multiple new codes within a short period, as each new request may invalidate the previous code and delay your ability to complete verification.
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If the 2FA request timed out
- Wait and retry: If a request times out, please wait 5 to 10 minutes before attempting to sign in again. This allows the system to reset so you can try again fresh.
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The code is not being accepted
- Type the code manually: If you're copying and pasting the code from an email, the system may not recognize it. Please try typing the code in manually, one digit at a time.
- Use the most recent code: If you requested more than one code, ensure you're using the very last one you received. Previous codes are automatically deactivated when a new one is requested.
Haven't set up 2FA yet? If you haven't set up 2FA, look for the "Enable two-factor authentication" prompt at the top of your room to complete the setup.
Please note that once 2FA is enabled, it can't be disabled. If needed, you're able to update the phone number and email used for 2FA by following the steps in this article: How Do I Change My Nickname, Email, Password, and Phone Number?