• How do I change providers?

    Because we want you to experience the full therapeutic benefit, we ask you to give your current provider a chance as it may take some time to get to know him or her. But occasionally, it can happen that someone feels their provider 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 provider 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 provider
      • Pause therapy
      • Change plans
    • Select “Change your provider”
      • If you have multiple rooms make sure you select the correct room/provider
    • You will be taken to a screen with a series of questions about your provider 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 provider to choose from
    • Review your matches and press “Select” under the provider 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 provider 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 provider 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 provider
      • Pause therapy
      • Change plans 
    • Tap on “Change your Provider” 
    • 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 provider 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 providers 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 provider” 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 provider 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 Provider.”
    • 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

    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.

  • How can I change the email address associated with my account?

    You can change the email associated with your account 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 email”
    • You will then be prompted to enter your password 
    • After your password is successfully entered you will be able to change your email address 
    • 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 email address 
    • You’ll then be prompted to enter your password for added security
    • If your password is correct you’ll be taken to a page where you can edit your email address
    • Please make sure to double check that your email address is correct before saving! 

    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.