Technical Questions

  • Troubleshooting Live Video Sessions

    If you are facing issues with you live video sessions being choppy, blurry, dropping, audio/video out of synch or any other issue with audio/video quality please try the following steps to help resolve:

    • Ensure that you have good network and internet connectivity
    • Not connected through a VPN network.
    • Check the iOS Store or Google Play Store to make sure your app is up to date
      • If your app is up to date, then remove and reinstall the app
    • Restart your phone or tablet
    • Restart your router 
    • Reset your phone or tablet's network settings
      • Android devices:
        • From the Home screen, navigate: Settings > Backup and reset
        • Tap reset network settings
        • Tap RESET SETTINGS.
        • If applicable, enter the PIN, password, fingerprint or pattern then tap RESET SETTINGS again to confirm.
        • A "Network settings reset" pop-up should briefly appear.
      • iOS devices:
        • Go to Settings > General > Reset > Reset Network Settings.
        • This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.

    If you continue to have issues please reach out to our customer support team. 

  • Amazon Alexa: Common troubleshooting steps

    Having issues with the Talkspace skill on Amazon Alexa, we have got you covered. See below resolutions to the most common issues:

    • How do I reset Voice Profile?
      • Click on the Settings page of the Talkspace Skill and click on Reset for the Voice Profile
      • Click on Edit on “Your Voice Profile” to change your Voice Profile
    • How do I change by Personal Passcode?
      • Click on the Settings page of the Talkspace Skill and click on Reset for the Voice Profile
      • Click on Reset on “Your Personal Passcode” to change your Personal Passcode
    • I am not able to get my therapist messages, make sure:
      • Your Skill is enabled
      • You have successfully account linked with Talkspace
      • You have set the Voice Profile and Personal Passcode
      • Re-enable the skill, make sure you close the Successful Account Linking page
    • Why does Alexa sometimes ask me to repeat “What is the temperature”, etc.?
      • Alexa wants to confirm the Voice Profile of the person with high confidence and may not have received enough words to identify the Voice with high confidence. Hence Alexa asks your repeat a few sentences to get high confidence Voice Profile.
    • What happens when someone else tries to use my skill?
      • Someone else will not be able to access your skill since Alexa will both confirm you are speaking as well as ask for a Personal Passcode before letting you use the skill
    • What happens if I’m sick?
      • Alexa may not be able recognize you when you are sick and your voice would have changed. But you can always Reset your Voice Profile by going to the Skill Settings page.
  • When is my next billing date?

    You can view your billing date by doing the following:

    1. Log into our website directly at www.talkspace.com using a web browser
    2. Once logged in, click on your username in the upper right corner. That will bring up a menu. Select "My Account"
    3. From there, you will find your next billing date listed underneath “Billing Cycle” in the “Rooms” section
  • Do my unused live video sessions roll over?

    Unused live video sessions do not roll over month to month, so if your plan includes live sessions you will have to use them within the subscription month. 

  • Can I do a live session via a computer?

    At this time we only support live video calls through the mobile/tablet app version of our site. 

  • Can I use Talkspace on my iPhone or iPad?

    Absolutely! You can use the Talkspace app with our iOS app on your iPhone, iPad or iPod.

    Take your therapy to-go so you have access to your therapist whenever and wherever you need help.

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