Frequently Asked Questions

Talkspace's mission is to provide more people with convenient access to licensed providers who can help those in need to live a happier and healthier life! Our goal is to make therapy available and affordable for all. 

We created Talkspace not to replace traditional in-office therapy, but to provide the opportunity for more people to utilize and benefit from therapy, and overcome their day-to-day challenges in a stigma-free environment.

Click here to learn more about our service!

Therapy that's there whenever you need it!

Learn more about what Talkspace can do for you.

Yes! All messages with your provider are available for you to view within your private talk therapy chat room anytime you'd like! A great benefit of our text-based therapy service is that you always have the ability to go back and read over past conversations that you've had with your provider, which can help you reflect and track your progress over time. Keep in mind that you may need to view your account via desktop to review older messages.

We primarily offer our services in English, but depending on your location, we may have a provider who speaks your preferred language.

When you are in the free consultation with a matching provider, the two of you can discuss whether there is a provider who speaks your preferred language in your state before signing up.

Signing up for Talkspace is easy! Just follow these steps:

1. Go to our homepage and click Get Started, or download our mobile app (iOS or Android).
2. Enter your email address, create a password, and choose a unique username.

Once logged into your new account, you’ll be taken to a private room where you will be paired with a consulting therapist; they'll be able to give you a good idea of what Talkspace can do for you, discuss our subscription options, and ultimately help match you with your primary Talkspace provider. 

Learn more about how to start on your path to mental wellness with us:

•    Is online therapy really effective?
•    How much does Talkspace cost?
•    Is Talkspace covered by insurance?

To keep prices affordable, we are not able to offer a free trial. We do, however, offer a free initial consultation where you can chat with a Matching Agent who will give you a good idea of how Talkspace works.

During your initial consultation, you will be asked a few simple questions about yourself and your reasons for therapy. Our matching algorithm will use the collected information to match you with your primary provider.

Start your free consultation here. 

A key part of providing you with effective therapy is our matching process. We are extremely selective when curating your match since we want your provider to present the best experience for you! We know the client-provider relationship is very important, so this matching process is a service we are proud to provide at Talkspace.

During your initial consultation, you will be prompted to answer a few questions about yourself and your preferences for therapy, and our matching algorithm will suggest three potential providers. Choose the one that is the best fit for you, and follow the steps to set up your Talkspace account.

Click here to start your initial consultation and match with a provider today!

Yes! You will work with the same provider throughout your treatment, as long as they are an active member of the Talkspace Network.

If you'd like to try working with a new provider, you can easily switch at any time without any disruptions in treatment. Learn how to change your provider here.

You can expect your provider to respond 5 days a week, twice a day, typically within 4-6 business hours.

If you'd like to talk with your provider in real-time, we'd suggest scheduling a live video session! Live video sessions are included with our Premium and Ultimate talk therapy subscription, as well as our Couples therapy plan, and can also be purchased a la carte.

We recommend talking with your provider about your schedule and needs, and see what works best for both of you!

Talkspace’s Guaranteed Response Time lets you know when you can expect a reply from your provider!

When you’re ready to hear from your provider, let them know by clicking the Reply-by button in your chat room. Once clicked, the button will update with the time period in which your provider is expected to respond (based on their time zone and working hours). Your provider is then sent a notification and will respond via text, video, and/or audio message. Once they have responded by the expected response time, your Guaranteed Response Time is considered satisfied. 

Provider Response Times

Talkspace providers have a set schedule of at least 5 days a week to check in with clients during the morning or evening. Expected reply-by times are based on this schedule and providers’ timezones. Here’s how it works:

What happens if my provider misses a "Guaranteed Response Time"?

Our providers work hard to return timely responses to their clients; occasionally they may not reply by the expected time. If your provider has exceeded the expected response time, you’ll be able to grant an extension or continue to wait for a reply. With each additional request, your provider will be notified and the expected reply-by-time will be updated. Should your provider exceed the expected response time again that week, the Reply-by button will update to provide you with additional options.

I used to see the "Guaranteed Response Time" option. Why does it no longer appear in my room?

Great question! We are continuously working to improve your therapeutic experience behind the scenes, by developing customer-first treatment guidelines with our providers and making best-in-class enhancements to the Talkspace platform. The good news: this update does not change anything about when you can expect a response from your provider! You should still expect to hear back from them 5 days a week, twice a day, typically within 4-6 business hours.

Yes, we have made it easy for you to create audio, video, and picture messages.

Learn more about the different ways you can message your provider at Talkspace.

Absolutely! At Talkspace, we have an extensive, nationwide network of licensed providers. All Talkspace providers have been carefully vetted and trained. Talkspace providers undergo an extensive evaluation and review to meet important healthcare requirements and are closely monitored and evaluated for their performance.

We have thousands of licensed providers, many of whom are trained in multiple areas of expertise! Here are just some of the areas our clinical network specialize in:

Anxiety & Stress	LGBTQIA+	Grief & Trauma
Addiction	Substance abuse	Anger Management
Depression	Chronic Illness	Parenting
Eating Disorders	Childhood Abuse	Mood disorders
Post Traumatic Stress Disorder (PTSD)	Relationships (Family, Friends)	Obsessive Compulsive Disorder (OCD)
Bipolar	Social Anxiety

Talkspace provides a convenient online platform for you to communicate with our providers. Learn more on how to get started today. 

These letters refer to a person’s credentials and may vary depending on the provider’s qualifications or licensure. Some of our most common license types include:

		Licensed Professional Counselors are mental health service providers with a master’s degree who are trained to work with individuals, families, and groups in treating mental, behavioral and emotional problems, and disorders.

		Masters of Science in counseling psychology, clinical psychology, clinical counseling, or educational psychology. A master’s degree in the specified area may require completion of a master’s thesis, dissertation, and/or project.

		Licensed Mental Health Counselor is board-certified to treat children, adolescents, and adults suffering from adjustment issues, relationship conflicts, or mental illness.

		Licensed Marriage and Family Therapist is board-certified to treat a variety of mental health concerns with the emphasis on family therapy, couples therapy, and sex therapy.

Licensed and Independent Clinical Social Worker is a social worker with an MSW (Master of Social Work) and an additional three years of training. LICSWs tend to specialize in family and marital counseling.

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: 

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

1. Log into your account on www.talkspace.com.
2. Click on your username located on the top left corner of the screen.
3. Scroll down to Refer A Friend.
   • On this screen, you can:
     • Click on Invite Friends 
     • Share your referral link on Facebook or Twitter
     • Check referral statuses.

1. Log into your Talkspace iOS app.
2. Click the gear wheel () at the top-right corner of the page.
3. Now on the Settings page, scroll down and click Refer A Friend.
   
   • On this screen, you can:
     • Click on Share With Friends
     • Copy the referral link and share via messaging, email, or etc. 
     • Share your referral link on Facebook.
     • Check referral statuses. 

1. Log into your Talkspace App.
2. Select the menu icon, three lines on the left side of the screen, or slide to the right where you can select My Account or Settings.
3. On the My Account or Settings page, select Refer A Friend.
   • On this screen, you can:
     • Click on Share with Friends.
     • Copy the referral link and share via messaging, email, or etc.
     • Share your referral link on Facebook or Twitter.
     • Check referral statuses.

Giving the gift of Talkspace to a loved one could not be easier! Visit our Gift Card page to choose, personalize, and purchase your e-card.

Talkspace members are automatically charged on a recurring basis that they chose upon sign-up. There are no contracts whatsoever and you can cancel your subscription anytime!

Here are our current one-on-one private chat subscription options:

Through your Employer or Insurance Plan

Talkspace partners with a number of health plans to provide online therapy to employees through employee assistance programs (EAP) and behavioral health benefits.

Contact your benefits department or call the member services on the back of your insurance card to see if you qualify for this benefit!

Additional Programs 

How much does Talkspace Insomnia therapy cost?

How much do Talkspace Psychiatry sessions cost? 

Therapy is an umbrella term that refers to “talk therapy” (also known as psychotherapy).

You may choose to do just therapy, just psychiatry, or both with Talkspace.

If you’re unsure about where to start, sign up for therapy, and your therapist can offer guidance to inform your decision.

		Therapists are supportive listeners. They will work with you to understand personal challenges and devise a plan for you to feel better. Therapists are not able to prescribe medication. They include psychologists, social workers, marriage and family therapists, and counselors.

Psychiatry is a medical specialty that uses medication to treat mental health conditions. Psychiatrists and nurse practitioners are licensed medical providers who specialize in mental health and medication management. Typically, psychiatrists don’t offer talk therapy but work with therapists to provide comprehensive care.

While psychiatry sessions involve discussion, the focus really is medication management.

If you’re looking for mental health counseling, we encourage you to learn more about Talkspace therapy.

At this time, Talkspace psychiatry is only offered to individuals 18 years or older. But keep checking back in! We hope to open access to more clients soon.

We are happy to offer our talk therapy services to minors from ages 13 to 17. For more information, please visit our Online Counseling for Teens webpage. 

Payment for Talkspace Psychiatry is session-based. Initial evaluations are $199.00 and follow-up sessions are $125.00. Clients can schedule follow-up sessions directly with their providers.

For new clients, we offer the following bundle discounts if purchased at signup:

For clients who have already had an initial session, we're offering the below follow-up bundle discounts which can be purchased any time:

Currently, we are working with Premera, Cigna, Optum and Gatorcare to offer behavioral health benefits for psychiatry.

We are also offering psychiatry services through select employers, check in with your internal HR or benefits department to inquire about Talkspace Psychiatry.

Clients with out-of-network benefits can submit claims and receive 50-90% of the cost of Talkspace back.

If your insurance covers the cost of prescription medication, then you certainly can! 

Keep in mind that this process is not managed by Talkspace — we won’t be able to answer specific questions about your eligibility, benefits, or prescription costs.

Click the links below to learn more about our psychiatry program:

• What’s the difference between therapy and psychiatry?
• Can I use my insurance for Talkspace psychiatry?

When you’re exhausted from sleepless nights, motivation doesn't come easy!

Our 8-week program is simple, convenient, and based on proven-research. With Talkspace Sleep Therapy, you’ll work with a provider from the comfort of your home, and receive daily support and exercises to ensure you stay on track.

Many of our licensed providers are trained in treating insomnia and other sleep disorders. Our matching process will pair you with providers trained in CBT-I and any other needs and preferences you specify.

Talkspace Insomnia therapy is an 8-week program that is paid in 2 monthly installments of $260 each. 

The total cost of the program is $520.

Talkspace Insomnia program is not covered by your insurance.

It may be helpful to know that some Talkspace customers use a credit card or debit card for their subscription and then submit the bill to their Flexible Spending Account (FSA) or Health Saving Account (HSA) plan administrator.

Please reach out to your insurance provider for further details. 

Talkspace Sleep Therapy is a behavioral therapy program designed to empower you to identify and eliminate habits that keep you from good rest. Medication is not a part of this treatment plan. 

While sleeping pills can be a quick-fix, they can become addictive and reduce sleep quality over time.

Yes! As of September 17, 2018, Talkspace has expanded its reach to include therapy for ages 13-17. We’re excited to extend our current services to this important population.

We've considered all legal requirements to support this new offering. Each U.S. state has different requirements regarding what age necessitates parental consent to start therapy and whether the provider can disclose information to the parent/guardian without the adolescent’s consent. The vast majority of U.S. states require parental/guardian consent for a teen to enter into therapy and do not allow providers to share information with a teen client’s parent/guardian without an official authorization and signed release. All Talkspace providers have familiarized themselves with the rules of their respective states.

There are specific exceptions to consent that vary by state, such as being an emancipated minor. If you believe that one of these exceptions might apply to you, please contact us at support@talkspace.com. 

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 while in the presence of your teen. Our support team can provide more detail about the step-by-step requirements for this process within your initial consultation.

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. Due to HIPAA privacy concerns, we require any exchange of private information to happen via phone, therefore your teen will need to give their provider your name and phone number in order to discuss their treatment progress. 

Your teen can also share their therapy room transcript directly with you if they feel comfortable, which eliminates the need for an official records request. If you have any questions about this process or the legal requirements therein, feel free to reach out to support@talkspace.com. 

Yes we do! With Talkspace couples counseling, you and your partner can sign into a shared, private room whenever is convenient for each of you and discuss your experiences with your provider. Your provider will then respond back on a scheduled basis.

The flexibility of having Talkspace on your mobile device or desktop means you won’t have to find time for both of you to visit the provider’s office. It’s easier than waiting a week to remember what to talk about, and you won’t have to rearrange your lives or hire a babysitter!

Click here for current pricing and learn more about Couples Therapy here.

To add your partner, please follow the steps below:

1. Log into your account on www.talkspace.com. 
2. At the top of your chat room, click on the Add your Partner to the Room banner.
   • If you don't see this banner, go to the Room Details page by selecting this icon () at the top right corner of the page.
   • On the Room Details page, select Add your Partner.
3. Follow the instructions on-screen.
   • You will be prompted to enter your partner's email address, who will then receive an email invitation to join your couples chat room.

The link to join will be valid for 24 hours. During this period, you'll have the option to revoke, or resend should the time lapse before your partner is able to accept.

Please ensure the following:

• You and your partner are not logged into Talkspace on the same device simultaneously.
  • If another device is not available, please use incognito or private browsing mode on your browser.
• If your partner does not have an existing Talkspace account:
  • Create an account using the same email address the invitation was sent to.
• If your partner has an existing Talkspace account:
  • Your invitation is sent to the email address on file for your partner's existing account. 
  • Your partner accepts your invitation using the same email address that the invite was sent.

Sometimes it's helpful to talk something through instead of typing it out! With live video sessions, you're able to connect face-to-face (virtually) with your provider. Each subscription comes with a set amount of live video sessions per month. If you feel like you need an extra session, more can be purchased a la carte! Click here for pricing.

The Live Scheduler is available on:

• Web
• iOS
• Android

Learn how to schedule a live video session with your provider here! 

You can make changes to your account details by following the steps below:

1. Log into your account on www.talkspace.com.
2. Click on your username located on the top left corner of the screen.
3. Scroll down to Account Details.
4. Click on Change Nickname, Change Email, or Change Password.
5. Update your information and press Save.

1. Log into your Talkspace iOS app.
2. Click the gear wheel () at the top-right corner of the page.
   • If you are in the chatroom, click on the green arrow () at the top-left to return to the Rooms page and locate the gear wheel.
3. Now on the Settings page, scroll down and click Account Details.
4. Click Change Nickname, Change Email, or Change Password.
5. Update your information and press Save.

Before Changing Providers  Because we want you to experience the full therapeutic benefit, we ask that you give your current provider a chance as it may take some time to get to know them. But occasionally, you may feel your provider is not a good fit and we want to make sure that you get the best possible care. 

It’s easy to request another provider through your Account page, just follow the steps below: 

1. Log into your account at www.talkspace.com.
2. Click on your username located on the top left corner of the screen.
3. Scroll down to Manage Subscription.
4. Click on Change Your Provider.
   • On this screen, you can also:
     • Pause therapy
     • Change plans
5. Review your matches and Select a provider.
   • If you’re not happy with the options presented, click Get Matched Again.
6. Click Continue to confirm your match.

1. Log into your Talkspace iOS app.
2. Click the gear wheel () at the top-right corner of the page.
   • If you’re currently in your chatroom, you'll need to click the green arrow () at the top-left to return to the Rooms page and locate the gear wheel.
3. Now on the Settings page, scroll down and click Manage Subscription. 
   • If you have multiple subscriptions, you'll be prompted to select one to edit.
4. In the manage subscription screen, click on Change Your Provider.
   • On this screen you can also:
     • Pause therapy
     • Change plans 
5. Click on View Profile for more information about the providers.
   • Press the green arrow  ()  at the top left corner if you'd like to go back and review your other matches.
6. Click Choose Provider to confirm your match.

1. Log into your Talkspace App.
2. Select the menu icon, three lines on the left side of the screen, or slide to the right where you can select My Account or Settings.
3. On the My Account or Settings page, select Change Provider.

Scheduling live video sessions with your provider is easy! Here's how to do it:

1. Log into your account on www.talkspace.com.
2. Once logged in, scroll down to the Therapy Tools section on the left side of the screen.
   • If you are in your chatroom, click on the 4 icons () at the top right corner of the screen, and skip to step 4.
3. Under Therapy Tools, click on Live Video Sessions.
   • From there, you will be able to select a provider.
4. On the Room Details page, click on Book A Session.
   • If you do not have a session credit available, you will have the option to purchase one.
5. Complete the process by selecting a session length and an available time and date.

1.  Log into your Talkspace iOS app. 
   • If you haven't already, please also make sure your app is up to date. 
2. Once logged in, scroll down to the Tools section.
   • If you are in your chatroom, click on the 4 icons () at the top right corner of the screen, and skip to step 4.
3. Under Tools, click on Live Video Sessions.
   • From there, you will be able to select a provider.
4. On the Room Details page, click on Book A Session.
   • If you do not have a session credit available, you will have the option to purchase one.
5. Complete the process by selecting a session length and an available time and date. 

Click here for our general troubleshooting tips if the above steps do not work.

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

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

1. Log into your account on www.talkspace.com.
2. Click on your username located on the top left corner of the screen.
3. Scroll down to Notifications.
   • From there, you can adjust your Talkspace notification settings. 

1. Log into your Talkspace iOS app.
2. Click the gear wheel () at the top-right corner of the page.
   • If you’re currently in your chatroom, you'll need to click the green arrow () at the top-left to return to the Rooms page and locate the gear wheel.
3. Now on the Settings page, scroll down and click Notifications. 
4. From here you can adjust notification settings, including:
   • Account updates
   • New Messages
   • Session reminders 
   • Marketing communications
   • Read receipts

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

To enable notifications for the Talkspace app, please follow the instructions below:

• Go to the Settings icon on your Android device: Settings > Apps & Notifications > See All Apps > Notifications.
• Please make sure notifications for Talkspace are enabled.

• Go to the Settings icon on your Apple device: Settings > Notifications > Talkspace.
• Please make sure notifications for Talkspace are enabled.

Of course! You can download our iOS app on your Apple devices. Talkspace is also available to Android users via the Google Play App Store.

With our Talkspace apps, it’s like having a therapist in your pocket! Take your therapy to-go and access whenever and wherever you need help!

You can use any computer capable of running a modern web browser, such as Google Chrome, Firefox, or Safari.

Due to compatibility reasons, we do not suggest viewing our website on Internet Explorer.

Your selected billing method will be charged immediately upon checkout, and your subscription will renew based on the recurring cycle you chose when you first signed up.  This renewal charge will happen on the same date of the month.

All plans renew automatically unless you decide to cancel via your Account settings beforehand. This is stated when you selected a plan and before you were matched with a provider.

Here's how you can view your next billing date:

1. Log into your account at www.talkspace.com.
2. Click on your username located on the top left corner of the screen.
3. Under Account, select Manage Subscription.
4. On the Manage Subscription page, you will find your billing cycle and the next renewal date.

1. Log into your Talkspace iOS app.
2. Click the gear wheel () at the top-right corner of the page.
   • If you are in the chatroom, click on the green arrow () at the top-left to return to the Rooms page and locate the gear wheel.
3. Now on the Settings page, scroll down and click Manage Subscription.
4. On the Manage Subscription page, you will find your billing cycle and the next renewal date.

Here's a reference of how the Manage Subscription page looks:

Learn more about pricing here:

• How much does Talkspace cost?
• How much do Talkspace Psychiatry sessions cost?
• How much does Talkspace Insomnia therapy cost?

Please contact support@talkspace.com with your full name, health insurance provider (if applicable), and the months you hope to receive documentation for. 

The invoice you will receive will reflect dates of service, medical procedure codes (CPT), diagnosis codes (ICD-10), and cost breakdown per session.

Keep in mind that invoices are generated at the end of your current billing cycle when all included sessions are completed.

We review refund requests on a case-by-case basis.

Except as prohibited under applicable law, Talkspace may at its sole discretion provide a full, partial or pro-rated refund for services rendered.

Talkspace is committed to offering everyone the best possible experience. If you’re ever dissatisfied or feel there is something we could do differently to improve your Talkspace experience, please let us know by contacting us at support@talkspace.com.

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

1. Log in through our website directly at www.talkspace.com.
2. Find your username located in the top left corner of the screen.
3. Click on it and scroll down to Account Details.
4. At the bottom of the Account Details page, you will see a Payment section.
   • Click on the green Update button.
5. From here you will be taken to a screen where you can update your payment information.
6. When you’re finished, press Save.

1. Log into your Talkspace iOS app and click on the gear icon () located at the top right corner of the page.
   • If you’re in your chatroom, click on the green arrow () at the top left to return to the Rooms page and locate the gear icon.
2. From here you’ll be taken to the Settings page.
3. Then tap on Account Details. 
4. At the bottom of the Account Details screen, you should see your Payment information.
   • Click on the green Update button to the right of your card information.
5. You will then be taken to a page where you can update your payment details
6. Make sure to press Save when you’re finished.

We accept all major debit/credit cards. However, we cannot accept PayPal or checks.

Yes! You'll be able to enter your international postal code by accessing www.talkspace.com via your computer web browser. 

Over 40 million Americans are now covered through their insurance. Check your eligibility and see what you can save!

Flexible Spending / Health Saving Account

If Talkspace is not covered by your insurance, it may be helpful to know that some Talkspace clients use a credit or debit card for their subscription. Then they submit the bill to their Flexible Spending Account (FSA) or Health Saving Account (HSA) plan administrator.

We recommend you check in with your FSA/HSA provider to confirm what information they may need to accept the bill.

* Please email our customer support team if you'd like an itemized receipt.

New Customers

Talkspace now partners with a number of U.S. health plans to provide online therapy to employees through Employee Assistance Programs (EAP) and behavioral health benefits.

Want to know if you are covered? Check out our current partners here.

Please visit here for more eligibility information.

Existing Customers

If you are an existing customer and want to see if you are covered:

1. Log into your account on www.talkspace.com.
2. Click on your username located on the top left corner of the screen.
3. Under Account, click on Check My Coverage.

1. Log into your Talkspace iOS app.
2. Click the gear wheel () at the top-right corner of the page.
   • If you are in the chatroom, click on the green arrow () at the top-left to return to the Rooms page and locate the gear wheel.
3. Now on the Settings page, scroll down to Eligibility And Coverage.
4. Click on Check My Coverage.

Unfortunately, Talkspace is currently not available through Medicare or Medicaid.

However, we do partner with a number of health plans to provide Talkspace to employees, either through Employee Assistance Programs (EAPs) or behavioral health benefits. Contact your benefits department or call Member Services on the back of your insurance card to see if you qualify.

When making changes to your Talkspace subscription, please keep the below information in mind:

• Any changes made will take effect immediately.
  • If you are updating your billing cycle (i.e. from monthly billing to quarterly billing), your new subscription period will begin immediately.
• Upgrading: If you are upgrading your subscription, you will be charged the difference between the updated and previous subscription.
• Downgrading: If you are downgrading your subscription, any resulting credit will automatically apply to your next subscription renewal.
  • If downgrading from a subscription with live session credits, any remaining sessions will be transferred into a credit that will automatically apply to your next subscription renewal.

Here's how to make changes to your subscription:

1. Log into your account on www.talkspace.com.
2. Click on your username located on the top left corner of the screen.
3. Scroll down to Manage Subscription.
4. Click on Change Plan.
   • On this screen, you can also:
     
     • Pause therapy
     • Stop Subscription Renewal 
5. Select the plan you’d like to switch to and click Change Plan.

1. Log into your Talkspace iOS app.
2. Click the gear wheel () at the top-right corner of the page.
   • If you’re currently in your chatroom, you'll need to click the green arrow () at the top-left to return to the Rooms page and locate the gear wheel.
3. Now on the Settings page, scroll down and click Manage Subscription. 
   • If you have multiple subscriptions, you'll be prompted to select one to edit.
4. In the manage subscription screen, click on Change Plan.
   • On this screen, you can also:
     
     • Change your provider
     • Pause therapy
5. Select the plan you’d like to switch to and click Change Plan.

You can place your Talkspace subscription on a 7-day pause at any time. Please keep in mind that the hold ends automatically, so it's a good idea to set a reminder for yourself to check back in if you need to keep your account on hold for longer.

If you'd like to put your account on pause for a longer period of time, feel free to reach out to support@talkspace.com for help!

Please follow the steps below to place your subscription on a 7-day hold:

1. Log into your account at www.talkspace.com.
2. Click on your username located on the top left corner of the screen.
3. Scroll down to Manage Subscription.
4. Click on Pause Therapy.
   
   • On this screen, you can also:
     • Change your therapist
     • Change plans
5. You will then be taken to a page where you can set yourself on hold for 7 days.
   • If you need to restart your subscription you can do so by following the same steps! 

1. Log into your Talkspace iOS app.
2. Click the gear wheel () at the top-right corner of the page.
   
   • If you’re currently in your chatroom, you'll need to click the green arrow () at the top-left to return to the Rooms page and locate the gear wheel.
3. Now on the Settings page, scroll down and click Manage Subscription.
   • If you have multiple subscriptions, you'll be prompted to select one to edit.
4. In the manage subscription screen, click on Pause Therapy.
   
   • On this screen, you can also:
     • Change your therapist
     • Change plan 
5. You will then be taken to a page where you can set yourself on hold for 7 days.
   • If you need to restart your therapy before the 7-days are up you can do so by following the same steps! 

Re-enrolling could not be more simple! Here's what to do:

1. Log into Talkspace using your original email & password.
2. Click into the room you would like to reactivate.
3. Click on the Resubscribe to Continue Therapy banner at the top of the room.

From here, you'll be able to choose whether you'd like to continue treatment with your previous provider (if they are available) or if you'd like to start fresh with a new one. Once you've subscribed to a plan, you can get started right away!

Absolutely! Contact us at support@talkspace.com and, if the provider has availability, we would be happy to help you out with this.  

Furthermore, your room is still available to you even after you’ve canceled. You can always log in to Talkspace to view past chats or check out our latest offers.

If you no longer want to continue, you can easily cancel at any time through your account settings. Once you cancel, your account will be marked to not renew. If you cancel before your plan expires, you will still have the remaining time you’ve already paid for.

Employee Benefit / EAP

There is no need for you to cancel the account if you are utilizing our service through your Employee Benefit Plans or Employee Assistance Program (EAP).

Your corporate plan will expire automatically, and no new charge will be created for you or your employer.

• Your account is available for you if you wish to use it again in the future.

Insurance-Based Plans

There is no need for you to cancel the account if you are utilizing our service through your Medical Insurance.

Insurance plan charges are not automatic. They are only created for services you actively agree to receive, and no new charges will be created without your prior active approval.

• Please note, charges for services you agreed to may be billed a few weeks after the date of service due to claim-processing time.

Subscription Plans

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

• Please note, if your account is frozen/on-hold, you will need to unfreeze your account before proceeding with a cancellation.

1. Log into your account on www.talkspace.com.
2. Click on your username located on the top left corner of the screen.
3. Scroll down to Manage Subscription.
4. Click on Stop Subscription Renewal.
   • On this screen, you can also:
     
     • Pause therapy
     • Change plans
5. Within the dialogue box that appears, click Cancel Subscription.

1. Log into your Talkspace iOS app.
2. Click the gear wheel () at the top-right corner of the page.
   • If you’re currently in your chatroom, you'll need to click the green arrow () at the top-left to return to the Rooms page and locate the gear wheel.
3. Now on the Settings page, scroll down and click Manage Subscription. 
   • If you have multiple subscriptions, you'll be prompted to select one to edit.
4. In the manage subscription screen, click on Stop Subscription Renewal.
   • On this screen, you can also:
     
     • Pause therapy
     • Change plans
5. Within the dialogue box that appears, click Cancel Subscription.

1. Log into your Talkspace app.
2. Click on your private room with your therapist.
3. Click on the icon at the top right corner of the screen.
4. Select Stop Renewal. 

Change of heart? If you’d like to continue therapy, you can follow the same steps above. Once on the Manage Subscription page, click Undo Cancellation and follow the prompts to reactivate your subscription. 

Yes! Our technology is fully HIPAA-compliant, and your safety is our #1 priority. All Talkspace data and communication between our software and the servers are encrypted.

In addition, the Talkspace app requires you to create a unique passcode for extra security. Our iOS app uses Touch and Face ID on enabled devices.

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.

We know all of the emotions that can come up when starting therapy. That's why Talkspace does not ask for your full name or contact information when you sign up with us! You're able to choose a nickname to go by if you prefer not to use your real name.

Any private information discussed with your provider, including the transcripts of your talk-therapy chats, is kept strictly confidential.

Please review our Privacy Policy for additional information.

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

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

For more details, read our Privacy Policy.

Because Federal Law requires providers to keep records on file for a specific period of time, chat dialogues cannot be deleted. We do understand the desire to remove personal information and we are able to close your account so that it can no longer be logged into by anyone.

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

Yes, you can work directly with your Talkspace prescriber to share notes with any off-platform provider.

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.

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.

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.

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

• Open the Clock app > More > Settings
• Under Clock, pick your home time zone or change the date and time.

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.

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!

Thank you for your interest in joining our clinical network of providers and prescribers!

• A LCSW, LMFT, LPCC, or PhD in Clinical Psychology
• Individual professional malpractice liability insurance policy
• Submission of a fully completed, signed CAQH application
• Individual NPI number
• Reliable internet connection

Please note, Talkspace therapists only work with clients in the state(s) where they are licensed and allowed to practice independently.

To apply and/or learn more, visit our provider application homepage.

All providers interested in joining the Talkspace clinical community must complete the application process, which takes an average of 4-6 weeks. 

The process involves completing a series of required forms and a signed CAQH application with an individual NPI number.

Our team verifies the submission of key data through primary and secondary sources. If all information is verified, our credentialing team then reviews the full application and verification information to make a decision.

What's the provider onboarding experience like?

Once asked to join the team, our Talkspace Provider Orientation is comprised of two phases.

Phase 1 is a series of self-directed online lessons and evaluations that can take as little as 10 days and up to four weeks, depending on the provider's speed.

In Phase 2, an online group of all-new Talkspace providers have the opportunity for collaborative learning over the course of 60 days. During this period, new providers build their caseloads and are offered additional support from our team of experienced clinical leaders.