|
The recommended way to use the Talkspace web platform is on a desktop or laptop computer (running macOS or Windows), using a Google Chrome For the best mobile experience, we recommend using an iOS device to access the platform. |
Select a tab below and expand each section for instructions.
If you're experiencing technical issues with the Talkspace platform in your browser, especially after Talkspace site updates, follow all the steps below before contacting provider support.
|
Double-check that the URL in your browser is https://therapist.talkspace.com/login, not the client-side login page.
Please see How do I change my password? for additional information about updating your password/login info.
When experiencing connectivity issues, it's important to know how to test your internet connection. Having a strong internet connection allows you to work effectively on the Talkspace platform. An easy first way to check your internet connection is by trying to load other websites besides the Talkspace website. If other websites do not load either, this is indicative that your internet/wifi connection is not working. You may need to restart your router/modem to restore connectivity.
This video demonstration will teach you how to test your internet connection/speed.
If these steps do not re-establish your internet connection, you may need to contact your internet service provider for additional assistance.
Cookies and other data that your internet browser stores can create technical issues. Browsing using an incognito tab can help determine if the issue is specific to data stored in the browser you are using.
This video demonstration will teach you how to open an incognito tab in Google Chrome.
Bookmark this guide to easily access instructions on how to open an incognito tab in Google Chrome.
If you're experiencing issues with the speed and performance of your browser/computer, we recommend clearing your browsers cache and/or browsing data.
Note: Be sure to pay close attention to the browsing data you are clearing from your computer. Browsing data like cookies and saved passwords are not the same as your cache and may cause you to lose saved login information.
The below links will direct you to a quick reference guide on how to clear your browsers cache for the browser type you are using. Simply click the link for your browser below and bookmark it for future reference:
Important Note: Technical issues can happen more frequently if you do not regularly close/quit your browser or restart your computer. Fully closing your browser and reopening, and restarting your computer, on a regular basis (every few days, or at least weekly) will help to ensure that the browser's and computer's settings and security stay up-to-date and running efficiently.
If you have followed all of the above steps and the issue is still occurring, you may need to contact provider support. Click the Contact Support 📧 tab at the top of this widget to see instructions for ensuring you get the fastest response.
Keeping your macOS up to date will help ensure your computer is operating efficiently. This video demonstration will teach you how to update your macOS.
During your time at Talkspace you may encounter issues that are difficult to explain in written text. Understanding how to take a screenshot take a screenshot will allow you to show Provider Support exactly what you're seeing. This video demonstration will teach you how to take a screen shot on a macOS.
If you are running macOS Sonoma or later, your computer will have a feature called Reactions. Reactions fill your video frame with a 3D effect based on a hand gesture in view of the camera during a video call using any video conferencing application or website. This feature is turned on for all video apps by default when the latest software updates are installed. While these animations can be fun effects on casual calls, you or your clients could find them to be disruptive or distracting if they appear during a clinical session.
 |
 |
 |
It is entirely your choice whether to keep the Reactions feature on, or to disable it. If you wish to disable Reactions for your Talkspace calls, you will need to do so while on a video call in the Talkspace platform (website or app). We recommend doing this at the very beginning of a video session with a client, as it shouldn't take more than a few seconds after reviewing the instructions below.
|
To find out what version of macOS your computer is running: From the Apple menu  in the upper-left corner of your screen, choose About This Mac. The window that opens might look different from the example shown here, but it always includes the macOS name followed by its version number. |
 |
If your device is using macOS Sonoma, to turn this feature on or off, start a video call in the Talkspace platform. Once the call is started, click on the Video menu 
, which will only appear in the menu bar when a video call is in progress. Then, click on Reactions to disable the Reactions feature.
Please note that if you use different browsers at any point, you will need to repeat this process for each browser that you use.
You can find these instructions and more information about the Reactions feature for macOS here.
Keeping your Windows Operating System (OS) up to date will help ensure your computer is operating efficiently. Click the link below to access Microsoft's instructions on how to update your Windows OS:
During your time at Talkspace you may encounter issues that are difficult to explain in written text. Understanding how to take a screenshot take a screenshot will allow you to show Provider Support exactly what you're seeing. This video demonstration will teach you how to take a screen shot on a Windows OS.
The Talkspace platform works best on iOS devices. While you can log into the platform through a mobile browser on an Android device, this is not recommended because you may run into technical issues. Also at this time, we only have an iOS provider app, which will have the best user experience.
When you first login to the provider app, you are prompted to set a 4-digit passcode. Doing so allows you to enter the passcode rather than re-entering your email address and password every time you log in to the app. If you forget your 4-digit passcode, you will need to delete your provider app and reinstall it to set a new passcode. Please note: Reinstalling the provider app will prompt you to login with your email & password credentials again.
To delete your app:
- Select the app on your iPhone or iPad,
- Hold down the app until you see the selection Remove App,
- Select “Remove app”.
To reinstall the Talkspace app, please see How do I download or update the Talkspace Provider App?
Every app has its own amount of storage space that it uses on a device for its own data. Apps will normally clear the cache on their own, but as with web browsers, caching and refreshing issues can occur. In regards to the provider app, caching issues can occur from time to time because the rooms contain a large amount of media, such as photos, video messages, and audio messages.
Common caching issues that you may come across:
- The dashboard doesn’t seem to be refreshing or seems inaccurate
- Clients that have canceled are still appearing on paying tab
- Audio or video messages cannot be uploaded or played
- There are discrepancies between the web and app dashboard
To fix caching issues, first try logging out of the app and back in again:
- Tap the gear icon and select Log out.
- Log in again, which will automatically clear the cache and refresh the dashboard.
If you are still experiencing issues, you may need to delete and reinstall the app. Be sure to also check the amount of free space left on your device – having too little storage can cause performance issues across the board.
If you are running iOS 17 or later, your device will have a feature called Reactions. Reactions fill your video frame with a 3D effect based on a hand gesture in view of the camera during a video call using any video conferencing application or website. This feature is turned on for all video apps by default when the latest software updates are installed. While these animations can be fun effects on casual calls, you or your clients could find them to be disruptive or distracting if they appear during a clinical session.
|
|
|
It is entirely your choice whether to keep the Reactions feature on, or to disable it. If you wish to disable Reactions for your Talkspace calls, you will need to do so while on a video call in the Talkspace platform (website or app). We recommend doing this at the very beginning of a video session with a client, as it shouldn't take more than a few seconds after reviewing the instructions below.
|
To find out what version of iOS your iPhone/iPad is running: To find the software version installed on your device, go to Settings |
 |
General, then tap About.If you are currently running or updating to iOS 17, you'll need to start a video call in the Talkspace app, then open the Control Center. To open the Control Center:
- On an iPhone with Face ID: Swipe down from the top-right corner of the screen
- On an iPhone with a Home button: Swipe up from the bottom edge of the screen
Tap Video Effects, then turn off Reactions. 
Please note that if you use a mobile web browser instead of the app to conduct a Talkspace session at any point, you will need to repeat this process for each mobile browser that you use.
You can find these instructions and more information about the Reactions feature for iOS here.
If none of the troubleshooting steps in the other tabs have fixed the issue you are experiencing, you can contact the provider support team. Send an email to provider-support@talkspace.com from the email address associated with your Talkspace account with the following information:
|
*Please remove/block out any protected health information (PHI) from screenshots prior to attaching to your support request email.
Now that you have your screenshot, make sure you saved it in an easily accessible folder or your desktop. Choose from the list of e-mail providers below to access instructions on how to attach a file to your e-mail.