Common issues and how to fix

• General Troubleshooting Tips

  If you encounter an issue while using the Talkspace app, delete the app from your mobile device and then download it again.
  
  If an issue arises while using the website, log out of your account and then sign back in; this will refresh your room. We also recommend using Google Chrome when viewing the site and clearing your cache periodically. 
  
  If the problem persists, please contact support@talkspace.com with as much information as you can about the issues you are experiencing and the type of device/browser you are using.
  
  

• Troubleshooting Live Video Sessions

  If you are facing issues with your live video sessions (i.e. blurriness, choppiness, slowness, etc.), please try the following steps:

  • Ensure that you have a good internet connection.
  • Make sure you are not connected through a VPN network.
  • For audio and/or video issues, make sure your device's microphone and camera are enabled. 
  • Check the App Store or Google Play Store to make sure your app is updated.
    • If your app is updated, delete and reinstall the app.
  • Restart your phone, computer, or tablet.
  • Restart your Wi-Fi router.
  • Reset your phone or tablet's network settings.

    • Android Devices

      • Go to Settings > Backup and Reset > Reset Network Settings > 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.

    • Apple 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.

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

• Amazon Alexa Troubleshooting

  Trouble using Talkspace with Amazon Alexa? We've 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 Your Voice Profile to change your Voice Profile.

  • How do I change my Personal Passcode?
    • Click on the Settings page of the Talkspace skill and click on Reset for the Voice Profile.
    • Click 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 linked your account 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 that. Hence, Alexa asks you to repeat a few sentences to get a high confident 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 confirm your voice and ask for a Personal Passcode before letting you use the skill.

  • What happens if I’m sick?
    • Alexa may not be able to recognize you when you are sick since your voice might have changed. But you can always Reset your Voice Profile by going to the skill Settings page.
• How to change the time zone on my mobile devices?

  For iOS Mobile Devices

  • Go to Settings > General > Date & Time
  • Make sure that Set Automatically is turned on. 

  For Android Mobile Devices

  • Open the Clock app > More > Settings
  • Under Clock, pick your home time zone or change the date and time.
• Why are my messages not being delivered to my provider?

  An inconsistent connection can cause messages to not be delivered. We recommend checking your internet connection strength, and then logging out and back into the app. This action will force the room to refresh.
  
  If this continues to be a problem on your app, you can also log into your chat room directly via our website at www.talkspace.com until we can figure out the issue.
  
  If you continue to have difficulty, please contact support@talkspace.com with the following information:
  
  1. The type of device you're using.
  2. The version number of your phone/device.
  3. The version number of the Talkspace app.
  4. Whether the issue is occurring equally on both WiFi and cellular data networks.
  

• Why can't I submit my survey/assessments?

  If you're having trouble submitting your survey and/or assessments, please try the following:

  1. If accessing via mobile device, ensure you're using the latest version of our iOS or Android app.

  2. Try accessing the survey from a different device (ex. computer, iPad, etc.)

  If the above do not work, you can message your answers to your provider so no time is lost. They should be able to update it within your profile for you!