Fix An Issue

  • 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, computer 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.
  • 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?

    Yes, we have just launched support for live video through the web. When it's time for your scheduled call you will see an option to join appear directly in your chatroom. 

  • 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.

  • Do you have a Talkspace app for Android?

    Of course! Talkspace is available to Android users via the Google Play App Store.

    With the Talkspace app, it’s like having a therapist in your pocket!

     

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Subscription Management

  • How do I cancel my account?

    You can cancel your account at any time through your Talkspace settings.

    Through the web: 

    • Log in through our website directly at www.talkspace.com using a web browser
    • Find your username located on the top left corner of the screen
    • Click on it and scroll down to “Manage subscription”
    • From here you will be taken to a screen where you can do the following
      • Change your therapist
      • Pause therapy
      • Change plans
    • Click on “Change plan” 
    • You will be taken to a screen where you can review and change your current subscription plan
    • Scroll to the bottom of the page and click on “Cancel Subscription” 
    • You will then be asked a series of questions about your experience 
      • Don’t hesitate to contact our support team if there’s anything we can do to help! 
    • Make sure you press “submit” to complete your request 
      • Your account will then cancel at your next renewal date. 

    Through the iOS app: 

    • Log into your Talkspace iOS app and click on the gear icon located in the top right corner of the page
      • If you’re in your chatroom, click on the green arrow (top left) to return to the “rooms” page and then follow the instructions above
    • From here you’ll be taken to the “Settings” page
    • Tap on “Manage subscription” 
      • If you have multiple subscriptions you will be directed to choose one
    • You’ll then be taken to a screen where you can manage your current subscription, from here you can:
      • Change your therapist
      • Pause therapy
      • Change plan
      • End Therapy 
    • Click on “End Therapy” 
    • Click on "Cancel" 
    • You will then be asked a series of questions about your experience 
      • Don’t hesitate to contact our support team if there’s anything we can do to help! 
    • Make sure you press “submit” to complete your request 
      • Your account will then cancel at your next renewal date. 

    Through the Android app:

    • Log into the Talkspace app with your email address and password
    • Once logged click into your private room with your therapist. 
    • Once in your room, select the icon in the top right corner of the screen
    • Once you're on this screen select "Stop renewal" which will guide you through a couple of quick steps to submit your request 

    Change of heart? If you’d like to continue therapy you can follow the same steps as above until you get to the “manage subscription” page. At the bottom of the screen you should see “Undo cancellation”. Tap on this button and press “continue” on the next screen to reactivate your subscription. 

  • How do I pause/freeze/hold my subscription?

    You can place your Talkspace subscription on a 30-day hold at any time by following the steps below. 

    Through the web: 

    • Log in through our website directly at www.talkspace.com using a web browser
    • Find your username located on the top left corner of the screen
    • Click on it and scroll down to “Manage subscription”
    • From here you will be taken to a screen where you can do the following
      • Change your therapist
      • Pause therapy
      • Change plans
    • Click on “Pause therapy” 
    • You will then be taken to a page where you can set yourself on hold for 30 days
      • If you need to restart your therapy before the 30-days are up you can do so by following the same steps! 

    Through the iOS app:

    • Log into your Talkspace iOS app and click on the gear icon located in the top right corner of the page
      • If you’re in your chatroom, click on the green arrow (top left) to return to the “rooms” page and then follow the instructions above
    • From here you’ll be taken to the “Settings” page
    • Tap on “Manage subscription” 
      • If you have multiple subscriptions you will be directed to choose one
    • You’ll then be taken to a screen where you can manage your current subscription, from here you can:
      • Change your therapist
      • Pause therapy
      • Change plan 
    • Tap on “Pause therapy” 
    • You will then be taken to a page where you can set yourself on hold for 30 days
      • If you need to restart your therapy before the 30-days are up you can do so by following the same steps! 

    Note: We will update this page when this feature becomes available on Android devices. If you do not have an iOS device you will need to log into the web version of the Talkspace site to make changes to your account.

  • How do I sign up for therapy?

    Signing up for Talkspace is easy!

    Simply go to our homepage or download our mobile app (iOS or Android).

    You will then enter your email address, create a password and unique username to login.

    After that, you’ll be taken to your private room where you will begin.

    You will first be greeted by one of our agents or therapists who will chat with you and give you a good idea of what Talkspace can do for you. They will discuss our various plans and help match you with a Talkspace therapist who can help you.

  • How can I upgrade/downgrade my plan?

    When you make changes to your Talkspace plan, please keep in mind the below information:

    • The changes take effect immediately. If you are switching to a plan with a different billing cycle (i.e. Monthly to Quarterly) your new subscription period will begin immediately as well
    • Upgrading: If you are upgrading your plan, you will be charged the difference of the updated subscription
    • Downgrading: If you are downgrading your plan, this will result in a credit on the account, which will be applied to the balance on your next subscription renewal
      • If downgrading from a plan with live session credits: Any remaining sessions with be transferred into a credit that will be applied towards your next charge

    You can change your subscription from your Talkspace settings using the following steps:

    Through the web: 

    • Log in through our website directly at www.talkspace.com using a web browser
    • Find your username located on the top left corner of the screen
    • Click on it and scroll down to “Manage subscription”
    • From here you will be taken to a screen where you can do the following
      • Change your therapist
      • Pause therapy
      • Change plans
    •  Click on “Change plan” 
    • You will be taken to a screen where you can review and change your current subscription plan
    • Select the plan you’d like to switch to
    • Click “change plan” 
    • You're all set!

    Through the iOS app:

    • Log into your Talkspace iOS app and click on the gear icon located in the top right corner of the page
      • If you’re in your chatroom, click on the green arrow (top left) to return to the “rooms” page and then follow the instructions above
    • From here you’ll be taken to the “Settings” page
    • Tap on “Manage subscription” 
      • If you have multiple subscriptions you will be directed to choose one
    • You’ll then be taken to a screen where you can do the following
      • Change your therapist
      • Pause therapy
      • Change plans 
    • Click on “Change plan” 
    • You will be taken to a screen where you can review and change your current subscription plan 
    • Select the plan you’d like to switch to
    • Click “change plan”
    • If the change is successful, you will be taken to a confirmation page

    Note:  We will update this page when this feature becomes available on Android devices. If you do not have an iOS device you will need to log into the web version of the Talkspace site to make changes to your account.

  • How can I update my payment information?

    You can update your payment information by following the steps below:

    Through the web: 

    • Log in through our website directly at www.talkspace.com using a web browser
    • Find your username located on the top left corner of the screen
    • Click on it and scroll down to “Account details”
    • On the bottom of the  “Account details” page you will see a “Payment” section. Click on the green “Update” button
    • From here you will be taken to a screen where you can update your payment information 
    • When you’re finished, press “Save” 

    Through the iOS app: 

    • Log into your Talkspace iOS app and click on the gear icon located in the top right corner of the page
      • If you’re in your chatroom, click on the green arrow (top left) to return to the “rooms” page and then follow the instructions above
    • From here you’ll be taken to the “Settings” page
    • Then tap on “Account details” 
    • At the bottom of the “Account details” screen you should see your payment details. Then click the green “update” button to the right of your card information
    • You will then be taken to a page where you can update your payment details
    • Make sure to press “save” when you’re finished!  

    Note:  We will update this page, when this feature becomes available on Android devices. If you do not have an iOS device you will need to log into the web version of the Talkspace site to make changes to your account.

  • How do I enter my credit card information if I am from outside the USA?

    You can enter your international postal code from the desktop web site. Please login to Talkspace.com via a computer web browser to sign up using a credit or debit card from outside the USA.

In Account Services

  • How do I change therapists?

     

    Because we want you to experience the full therapeutic benefit, we ask you to give your current therapist a chance as it may take some time to get to know him or her. But occasionally, it can happen that someone feels their therapist is not a good fit and we want to make sure that you get the best possible care. We are happy to help you.

    It’s easy to request another therapist through your account page, just follow the steps below. 

    Through the web: 

    •  Log in through our website directly at www.talkspace.com using a web browser
    • Find your username located on the top left corner of the screen
    • Click on it and scroll down to “Manage subscription”
    • From here you will be taken to a screen where you can do the following
      • Change your therapist
      • Pause therapy
      • Change plans
    • Select “Change your therapist”
      • If you have multiple rooms make sure you select the correct room/therapist 
    • You will be taken to a screen with a series of questions about your therapist and experience thus far. 
      • We use this information to help us to improve our network and find you a great match.
    • You will then be presented with a few therapists to choose from
    • Review your matches and press “Select” under the therapist you’d like to be matched with
      • If you’re not happy with the options presented you can click “get matched again” at the bottom of the page
    • Once you’ve selected a therapist you will be taken to a confirmation screen. Click on the “Continue” button to confirm your match. 
    • If the match is successful you will be reassigned to that therapist right away

    Through the iOS app:

    • Log into your Talkspace iOS app and click on the gear icon located in the top right corner of the page
      • If you’re in your chatroom, click on the green arrow (top left) to return to the “rooms” page and then follow the instructions above
    • From here you’ll be taken to the “Settings” page
    • Tap on “Manage subscription” 
      • If you have multiple subscriptions you will be directed to choose one
    • You’ll then be taken to a screen where you can manage your current subscription, from here you can:
      • Change your therapist
      • Pause therapy
      • Change plans 
    • Tap on “Change your Therapist” 
    • You will then be prompted to enter your password 
    • Once your password has been entered, you will be asked a series of questions about your therapist and experience thus far. 
      • We use this information to help us to improve our network and find you a great match
    • You will then be presented with a few therapists to choose from
    • Click on “view profile” for more information about the provider
      • Press the green arrow in the top left corner if you'd like to go back and review your other matches
    • Once you’ve found someone you like you can click “Choose therapist” from their profile screen to select them
    • You’ll then receive confirmation of the match. If the match is successful you will be reassigned to that therapist right away

    Through the Android app:

    •  Log into the Talkspace Android app with your email address and password
    • Once logged into your private room, select the menu icon, three lines on the left side of the screen, or slide to the right to find the menu where you can select "My Account" or "Settings"
    • On the My Account or Settings page select “ Change Therapist.”
    • These steps will open a Wizard that will guide you through a couple of quick steps to submit your request. New matches should be posted in your room shortly. 
  • How do I refer a friend to Talkspace

    It's easy to refer your family and friends to Talkspace. When you refer a friend or family member to Talkspace: You Give and you Get!

    So go ahead and share with a friend, using the steps below. When you send a link, make sure your friend follows the steps exactly to create an account. This is the only way the referral can be recorded. 

    On your phone: 

    • In your accounts page tap on the gear in the upper right corner of your screen, to go to your Settings screen. 

    Screen_Shot_2020-03-16_at_3.50.36_PM.png 

    If you're in your chatroom click on the left arrow to access your account home page. 

    • Once in the Setting section, you'll see nested under "Social" the option to Refer a Friend. 

    Screen_Shot_2020-03-16_at_3.57.51_PM.png

    • Select Refer a Friend to go to the Friend Referral screen.
    • You'll then have the option to "Share with Friends."
      • Click on "share with friends"
      • Or below that click on the link icon to copy our special code in order to pass it along either by txt, email other methods.
      • You can also post on facebook, by using the facebook posting option. 
    • From this screen, you can also check on the status of your friend referrals. 

    See that was pretty easy! 

     

    On your web browser: 

    If you're using a web browser, once you're logged into your Talkspace account, in the upper left corner, you should see your username with a dropdown arrow next to it. If you click on this, you'll see nested under "Social" the option to Refer a Friend. 

    Select Refer a Friend to go to the Friend Referral screen.

    • You'll then have the option to "Invite friends".
      • Click on "Invite friends"
      • You can also post on facebook or twitter 
    • From this screen, you can also check on the status of your friend referrals. 

    When you send a link, make sure your friend follows the steps exactly to create an account. This is the only way the referral can be recorded. 

     

    Note:  1) Promotion depicted in the images is subject to change. 2) Maximum of 20 fully redeemed friend referrals per account. Past 20 fully redeemed friends referrals, Clients may continue to refer friends, who will  receive a $200 discount on signup.    

  • How do I schedule a live video session with my therapist?

    Scheduling live video sessions with your therapist is easy with the new scheduling tool! 

    The Live Scheduler is Available on:

    1. iOS
    2. Android
    3. Web: Coming Soon

    How to Use

    Here's how to use the feature:

    • Log into your Talkspace account via the Talkspace app.
      • If you haven't already, please also make sure your app is completely up to date. 
    • Once you're logged in, scroll down past the "Helpful tips" section to "Therapy tools" section.
      • If you're in your chatroom, click on the green arrow in the top left corner to access this page. 
    • Under "Therapy tools" section you should see a section entitled "Live video sessions" (see image below). Click on this section.

    Image_from_iOS__18_.jpg

    • From there you will be able to select the therapist you'd like to schedule a session with.
    • Once a therapist is selected you'll be brought to a screen with a green button entitled "Book a session".
      • If you have any upcoming video sessions they will also be listed here for your convenience. 
    • Click on "Book a session" and select the length of session you'd like to have.
      • If you do not have a session credit available it will give you the option to purchase one.
    • From here you will be taken to a screen with time slots for your therapist's availability. Please select a time that works for you.
    • From here you will be taken to a screen to confirm your booking. Please make sure to review the cancellation policy. 
    • Click on "Book session". Your therapist will then receive a request to confirm the session.
      • Please note that your therapist has up to 24 hours before the scheduled session to confirm. 
  • How do I adjust my notification settings?

    Please follow the steps below to adjust your email and app notifications 

    Through the web: 

    • Log in through our website directly at www.talkspace.com using a web browser
    • Find your username located on the top left corner of the screen
    • Click on it and scroll down to “Notifications”
    • Under "Notification preferences" you'll see the "edit" button.
      • If you click on that button you can customize which emails and alerts you would like us to send to you.

         

    Through the iOS app: 

    • Log into your Talkspace iOS app and click on the gear icon located in the top right corner of the page
      • If you’re in your chatroom, click on the green arrow (top left) to return to the “rooms” page and then follow the instructions above
    • From here you’ll be taken to the “Settings” page
    • Tap on “Notifications” 
    • From here you can select the type of notifications you’d like to adjust, including:
      • Account updates
      • New Messages
      • Session reminders 
      • Marketing communications
      • Read receipts
    • Click on the notification type you’d like to adjust
    • You will then be taken to a screen where you can turn push and email notifications on/off 

    Please also make sure notifications are also turned on via your mobile device or tablet's global settings. 

    • Android
      • To adjust the notifications for the Talkspace app, please go to the Settings icon for your Android device: Settings > Apps & Notifications > See All Apps > Notifications.
      • Please make sure notifications for Talkspace is enabled.
    • iPhone
      • To adjust the notifications for the Talkspace app, please go to the Settings icon for the iPhone, go to Notifications, and then choose Talkspace.
      • There, you can change the notification settings just for the Talkspace app. Make sure that "Allow Notifications" is switched on, as well as any other settings you want. 

     

  • How can I reset my password?

    You can reset your password by following the steps below:

    • — The number one reason people have trouble logging back into Talkspace is because of a misspelled email address. Please check for spelling and punctuation, then verify the email address entered is the same as the one you used to sign up
    • — Go to http://www.talkspace.com/auth/forgot-password
    • — Enter the email address used to sign up
    • — You will be sent an email with instructions on how to reset your password
  • How can I change my nickname?

     You can make changes to your nickname by following the steps below. 

    Through the web: 

    • Log in through our website directly at www.talkspace.com using a web browser
    • Find your username located on the top left corner of the screen
    • Click on it and scroll down to “Account details”
    • On the “Account details” page you will see an option to “Change nickname”
    • Once you have entered an unique username, press “save”

    Through the iOS app: 

    • Log into your Talkspace iOS app and click on the gear icon located in the top right corner of the page
      • If you’re in your chatroom, click on the green arrow (top left) to return to the “rooms” page and then follow the instructions above. 
    • From here you’ll be taken to the “Settings” page
    • Tap on “Account details” 
    • Once you’re on the “Account details” screen, tap on your username 
    • On this next page you’ll be able to edit your username 
    • Once you have entered an unique username, press “save”

    Keep in mind that using numbers or symbols in your nickname increases the probability of it not being already taken.

    Note:  We will update this page when this feature becomes available on Android devices. If you do not have an iOS device you will need to log into the web version of the Talkspace site to make changes to your account.

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