Privacy Questions

  • How secure is the payment system?

    Our payment system is up to date with leading industry standards. All personal information is maintained and secured by a national payment processor. We never store any personal financial information ourselves.

  • Am I able to delete my chat transcript?

    We understand and appreciate your desire for removal of your personal information. We can always close your account so that it can no longer be logged into by anyone.

    But please be aware that the chat dialogues themselves cannot be deleted because the therapists are required by Federal Law to keep records on file for a specific period of time.

    For more information about this and other policies regarding your privacy at Talkspace, please check out our Privacy Policy.

  • How do you protect my privacy?

    At Talkspace your privacy and safety are always the first consideration. We go to great lengths to ensure that you and your data are always kept safe and confidential. Our technology is fully HIPAA compliant and your safety is our #1 priority.

    All of your chat data is encrypted on the servers, and all communication between our software and the servers is encrypted. The Talkspace app requires you to enter your password and allows you to create a unique passcode for extra security. Also, our iOS app uses Touch ID and Face ID on enabled devices.

  • I’m a parent/guardian of a teen interested in starting Talkspace therapy. How do I grant them consent?

    We’re so glad that your teen is interested in starting with Talkspace. If your teen is a minor in a state that requires parental/legal guardian consent for starting therapy, we require you to affirm your consent both via video message (verbally) and text message on the Talkspace app, in the presence of your teen. Our Consultation Therapists and our Customer Support team can provide more detail about the step-by-step requirements for this process.

  • I’m a parent/guardian of a teen using Talkspace. Can I talk to my teen’s therapist and access information about their progress?

    Yes, but keep in mind that the majority of U.S. states will require your teen to grant consent for their information to be shared with you. In addition, your teen will need to provide their therapist with your name and phone number. Due to HIPAA privacy concerns, we require any exchange of private information to happen via phone.

    Of course, your teen can also share their therapy room transcript directly with you, if they are comfortable, which eliminates the need for an explicit records request. If you have any questions about this process or the legal requirements therein, never hesitate to contact Customer Support!