Frequently Asked Questions
What is Talkspace?
Talkspace is an online psychotherapy messaging service that makes therapy convenient. The Talkspace platform lets users manage their mental health from the palm of their hand, securely and confidentially. With Talkspace, you can send a therapist text messages, audio messages, as well as picture and video messages in a private, text-based chat room. Talkspace was not created to replace in-person therapy, but to expand the availability and benefits of therapy, and help people everywhere navigate day-to-day challenges in a stigma-free way.
Who is Talkspace?
Talkspace is an online therapy company based in New York City. The Talkspace mission is to provide more people with convenient access to licensed therapists who can help those in need live a happier and healthier life.
Is the Talkspace service secure?
The Talkspace platform goes through rigorous security by design, rigid execution based on industry best practices and validation by routine external auditing for HIPAA, security, privacy and quality. The underlying platform and policies are HIPAA and PCI-DSS1 compliant (banking level security standards). The app requires users to set up a unique passcode. Once set, the app is locked immediately when minimized or when the mobile user switches apps. Unlocking the app can be done with the passcode or with the mobile device’s fingerprint identification option.
Is Talkspace confidential? Will people know I’m doing this?
Talkspace will not share employee/participant information with your employer/organization. Users may create a unique username during the registration process. This is the only name the therapist will see. It is up to you whether you share your real (first and last name) with your therapist. Therapists do require that users submit emergency contact information.
Are Talkspace therapists licensed?
Absolutely! Talkspace has an extensive, nationwide network of licensed behavioral health therapists. This includes licensed professionals with: PhD, PsyD, LCSW, LMHC, MA, MSW, LCPC, LSW, MFT.All Talkspace therapists have been carefully vetted, credentialed and trained to the platform. All therapists have over 3,000 hours of post-licensure clinical experience.
How are therapists monitored (for quality)?
Measuring and following clinical outcomes and engagement quality is a Talkspace hallmark. Industry standard scales and measures are used to track therapists’ effectiveness. These quality measures are used to match specific user needs with therapists that are most effective for those clinical needs such as anxiety or depression. All Talkspace therapists undergo a rigorous onboarding process to ensure that face to face skills are successfully transitioned to the digital modality.
Working with Your Therapist
Will I know who my therapist is?
Yes. The Talkspace proprietary matching algorithm presents three therapists based on your answers to a few short questions. You select the therapist you want. You can review information before you select your therapist: photo, description of therapist’s clinical approach (in therapist's own words), years of experience, state/license, areas of expertise, and user reviews (if available).
Once I sign up for therapy, will I have the same therapist?
Yes. The same therapist will personally work with you while you use the Talkspace platform (much like face to face therapy).
I texted my therapist and they haven’t responded yet. Should responses happen in real time?
Typically, therapists will respond once or twice a day, five days a week. The best thing to do is communicate with your therapist about your schedule and your needs, and see what will work best for both of you. If your therapist is responding less frequently than twice a day/five days a week, please submit an email directly to the Talkspace support team at: support-email.
Can I call my therapist if I want?
There are no live phone calls or face to face visits with Talkspace therapists, but you can use Talkspace to send a therapist text messages, audio messages, as well as picture and video messages in a private, text-based chat room.
Can Skype be used?
No. Talkspace video is HIPAA compliant. Skype is not HIPAA compliant.
Can I schedule time to “talk” or “real time” text my therapist?
The Talkspace platform provides an asynchronous approach. While therapists have a minimum of two daily windows of time to engage and provide responses, exchanges often happen more frequently.
If I don’t like my therapist, can I get a different one?
Yes. To switch therapists, log into the Talkspace website at www.talkspace.com using a web browser or log into the Talkspace:
- Once logged in, click on your username in the upper right corner of the screen. This will bring up a new menu.
- Click on "My Account” then click on “Change Therapist.”
If you require assistance, email support-email directly. The Talkspace support team will work with you to secure a new therapist. This can take up to three days.
Is the service only available in English?
Services are delivered predominantly in English. The Talkspace therapist network covers over 25 different languages. If a request for therapy in an alternate language is requested, Talkspace will work to meet that request while still adhering to the requirement that the therapist be licensed in the state of residence. Providing international support is not a barrier.
Is the service only available to adults (18+)?
Yes, Talkspace is currently only provided to adults who are 18 or older. The platform requires the user to indicate their age and will provide an automated message if the user is under 18 years old. Similar to the face to face therapy process, an informed consent to begin therapy is required and part of the structured process.
Can more than one person use the Talkspace voucher?
No. Each voucher can only be used once by the same individual. The only exception to this is if the Talkspace therapist recommends a “relationship room”. This will allow more than one person in a “relationship room.” It will not provide individual texting therapy to more than one person.
Can Talkspace be used for relationship therapy (or for couples)?
Therapists can recommend a “relationship room” when it is clinically appropriate. This means the therapist may suggest (on a limited basis) that the client and an agreed upon additional party (18+) is granted access to the new, secure online relationship room. Texts between all three users are visible and remain secure to only the therapist and two users. Requests for family and marriage therapy upfront, without a clinical assessment are not supported. Relationship therapy will only be done on a limited basis when clinically recommended by the Talkspace therapist. All participants must be 18+.
Can I continue to use Talkspace after my pre-paid services have ended?
Are my dependents and spouse eligible to use the Talkspace service under EAP?
Talkspace is offered as an alternative option to the face to face traditional EAP service. Talkspace can be used by the same EAP eligible members (who are 18+).
Can I use Talkspace if my Employer is requiring me to use EAP sessions?
Talkspace cannot be used to fulfill any condition of employment. If you are “mandated” to use EAP services by your employer, please contact your EAP directly.
Are “Live-Video” Sessions included?
A 10-15 minute introduction video with your therapist is available. Your therapist will offer this to you, or you can request this.
Are ongoing “Live-Video” Sessions included?
Ongoing, live-video sessions may be available as part of your pre-paid benefit. Ask your therapist if live- video is available to you under your prepaid benefit if you would like to use this option.
If I want to purchase “add-on” video sessions can I do that?
How does Talkspace handle emergencies? What if I am in crisis?
Talkspace is not a crisis hotline, and redirects anyone that presents a risk of harm to themselves or others to an appropriate hotline or authority in their area. This works much like face to face therapy. Your therapist will provide necessary support and direction during texting windows. The therapist is not monitoring texts 24/7 (much like face to face therapist are not always directly available). Therapists work with anyone in distress to proactively address the situation.
What is a “voucher”?
A voucher is a unique alphanumeric code linked to each user on Talkspace. The voucher code can also be used as a reference if support inquiries are made.
What if I don’t have a “voucher” before I get started?
You do not need a voucher before you access Talkspace (unless your company requires this). Simply enter your preferred email address and a valid “Company Name”, then click Get Started. A unique voucher code will be created for you and sent directly to your email for reference. (You will automatically be able to start the QuickMatch process in order to select a therapist and begin therapy!)
I lost my voucher. What do I do?
What is “Company name”?
Company Name is your employer, who is making the Talkspace services available. If you are unsure what “Company Name” to use, please contact your Human Resources.
How do I reset my password?
From the browser:
- Navigate to talkspace.com
- Click “Login” in the upper right hand corner of the homepage.
- Select the “Forgot Password?” option in the middle of the page and enter your email address.
- You will be sent an email with instructions on how to reset your password.
From within the Talkspace app:
- Tap ‘Forgot Password?’ and enter your email address.
- You will be sent an email with instructions on how to reset your password.