General Questions

What is Talkspace about?

Talkspace makes therapy available and affordable for all. Our mission is to provide more people with convenient access to licensed therapists who can help those in need live a happier and healthier life.

We are not trying to replace in-office therapy. Many people prefer that, which is fine. We created Talkspace so more people could benefit from therapy and overcome their day-to-day challenges in a stigma-free environment.

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 stands out because of the affordability, anonymity and convenience it provides.

Is Talkspace anonymous?

Yes. One of the biggest obstacles that prevents people from going to a therapist is stigma or dishonor associated with therapy. We want to make sure you feel 100% comfortable and safe with your therapist. Privacy, security and anonymity are incredibly important to us.

You have the opportunity to create a unique username during the registration process. This is the only name your therapist will see. It’s completely up to you whether or not you reveal your real name to anyone at any time.

Is Talkspace covered by insurance?

At this time we do not accept insurance, Medicare or Medicaid. It may be helpful for you to know that some Talkspace customers use a normal credit card or PayPal for their subscription and then submit the bill to their Flexible Spending Account (FSA).

Do you offer Couples Therapy?

Yes. With Couples Counseling you and your partner will share the same therapist. The flexibility of Talkspace on your phone or web browser means you won’t have to find time for both of you to visit the therapist’s office. You and your partner can sign in to a shared private room whenever and share your experiences with your therapist. Your therapist will come in on a schedule and respond. 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.

Couples therapy is available for $59/week (billed as $236 monthly) or $53/week (billed as $636 every 3 months).

Learn more about Couples Therapy ›

How can Talkspace improve my life?

We have over 1,500 licensed therapists, many of whom are trained in multiple areas of expertise. We have helped people with the following and more.

  • Anxiety
  • Addiction
  • Depression
  • Eating Disorders
  • PSTD (Post Traumatic Stress Disorder)
  • LGBT Issues
  • Relationships (Family or Friends)
  • Suicidal Thoughts
Can a minor sign up for Talkspace?

No. As per the user agreement, Talkspace is for those who are 18 years and older.
We have included a helpful resource below that may be able to help minors. We also encourage those who are underage to reach out to a trusted adult. Parents, extended family, school counselors or someone in a religious community are all people who can help.

For non-crisis concerns, you can contact Teen Central as well.

What if I don’t really like typing everything out?

If you do not wish to type out messages, we’ve made it easy for you to create audio, video and picture messages.

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

When will the therapist respond to me?

Because our therapists are real people who have multiple clients, families, lives, etc. (just like you and me), each therapist is a little different. Usually the therapist will respond once or twice a day. Other users like to set up a specific time once each week with their therapist so that they can message each other in real time (sort of like a face-to-face session would be). The best thing to do is talk to your therapist about your schedule and your needs, and see what will work best for both of you.

Can I use Talkspace if I am outside of the USA?

Absolutely! Talkspace is available to people who are outside of the United States. Please remember that our prices are in US dollars and most of our therapists reside in US time zones.

How do I contact Talkspace?

We value your input and encourage you to reach out to Customer Support if you have any questions about anything not mentioned in this FAQ.

For any questions not covered in this document, you can always contact us via email at [email protected] or call (516) 847-5432. We will respond to most questions within the same business day.

About Our Therapists

Are Talkspace therapists licensed?

Absolutely! At Talkspace we have an extensive, nationwide network of licensed therapists. All Talkspace therapists have been carefully vetted and trained to use Talkspace. We do not use interns or therapists who are not fully licensed and still under supervision. All of our therapists have over 3,000 hours of clinical experience.

Talkspace therapists have additional training in specific approaches to therapy which include Cognitive Behavioral Therapy, Existential-Humanistic, Dialectical Behavioral Therapy, Psychodynamic, Mindfulness and more.

We also have a Board of Advisors who include prominent professionals that are experts in the healthcare space and help ensure that our service is effective.

What do MS, RMHCI, LICSW, LMHC, LPC… letters by the name of therapists mean?

These letters are a person’s credentials. Different letters mean different qualifications for what that therapist can treat.

Those are the specialties and licenses of each therapist.

LPC: 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.

MS: 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.

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

LMFT: 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.

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

Psy.D: A Doctor of Psychology is a professional doctorate degree. Earning the degree was originally completed through established training models for clinical psychology.

Ph.D.: A Psychologist who has a doctorate in philosophy. Some Psychologists choose to get a Psy.D, which stands for “doctorate in psychology.”

Is online therapy really effective?

Absolutely. Over the last decade numerous research studies have shown the effective potential of online therapeutic conversation. You will find below a good start for showing the breadth of the telemedicine and online medicine field:

“Internet-based versus face-to-face cognitive-behavioral intervention for depression: A randomized controlled non-inferiority trial”
http://www.jad-journal.com/article/S0165-0327(13)00512-0/pdf

Linda Godleski, M.D.; Adam Darkins, M.D., M.P.H.; John Peters, M.S. (2014) “Outcomes of 98,609
U.S. Department of Veterans Affairs Patients Enrolled in Telemental Health Services,
2006–2010”
http://dx.doi.org/10.1176/appi.ps.201100206

Andersson, G., & Cuijpers, P. (2009). “Internet-based and other computerized psychological treatments for adult depression: A meta-analysis.” Cognitive Behaviour Therapy, 38(4), 196-205.
http://www.ncbi.nlm.nih.gov/pubmed/20183695

Barak, Azy, et al. (2008). “A comprehensive review and a meta-analysis of the effectiveness of internet-based psychotherapeutic interventions.” Journal of Technology in Human Services, 26.2-4: 109-160.
http://www.tandfonline.com/doi/abs/10.1080/15228830802094429#.VI8vaCvF_hs

Wantland, D. J., Portillo, C. J., Holzemer, W. L., Slaughter, R., & McGhee, E. M. (2004). “The effectiveness of Web-based vs. non-Web-based interventions: a meta-analysis of behavioral change outcomes.” Journal of Medical Internet Research, 6(4).
http://www.jmir.org/2004/4/e40/

“Internet-versus group-administered cognitive behaviour therapy for panic disorder in a psychiatric setting: a randomised trial”
http://www.biomedcentral.com/1471-244X/10/54

“Home telemental health implementation and outcomes using electronic messaging.”
http://www.ncbi.nlm.nih.gov/pubmed/22052966

“Mobile Assessment and Treatment for Schizophrenia (MATS): a pilot trial of an interactive text-messaging intervention for medication adherence, socialization, and auditory hallucinations.”
http://www.ncbi.nlm.nih.gov/pubmed/22080492

Antiretroviral Medication Adherence for HIV/Aids:
http://www.ncbi.nlm.nih.gov/pmc/articles/PMC3718389/
http://www.biomedcentral.com/content/pdf/1745-6215-12-5.pdf

“Distance Therapy Comes of Age.” Scientific American.
http://www.scientificamerican.com/article/distance-therapy-comes-of-age/

Where can I ask questions regarding joining Talkspace as a therapist?

Please click on the link below and fill out the initial application to the best of your ability. You will have the opportunity to ask a member of our clinical team any questions you have when they respond to your application:

http://talkspace.com/online-therapy/join-talkspace-as-a-therapist/

Privacy Questions

How do you protect my privacy?

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

All of your chat data is encrypted on the servers, and all communication between our software and the servers is encrypted. The Talkspace app requires you to enter your password and allows you to create a unique passcode for extra security. If you have an iPhone that supports TouchID, we also have a feature that recognizes your fingerprint.

At Talkspace, you have the ability to be as anonymous as you wish. You are only required to provide us a username, email and password to get started. You don’t have to use your real name at any point.

Am I able to delete my chat transcript?

We understand and appreciate your desire for removal of your personal information. We can always close your account so that it can no longer be logged into by anyone, but please be aware that the chat dialogues themselves cannot be deleted because the therapists are required by Federal Law to keep records on file for a specific period of time. For more information about this and other policies regarding your privacy at Talkspace, please check out our Privacy Policy.

How secure is the payment system?

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.

Cost

How much does Talkspace cost?

Talkspace is a subscription therapy service. All of our subscriptions are automatically charged on a monthly basis. There are no contracts whatsoever and you can cancel your plan anytime.

These are the current plans that are available for one-on-one private chat:

  • Unlimited Messaging Therapy Basic: $32/week for 1 therapist check-in per day (billed as $128 monthly)
  • Unlimited Messaging Therapy Plus: $39/week for 2 therapist check-ins per day (billed as $156 monthly)
  • Unlimited Messaging Therapy Premium: $49/week for 2 therapist check-ins per day + 1 Live Session/month (billed as $196 monthly)
  • LiveTalk Therapy: $99/week for 2 therapist check-ins per day + 4 Live Sessions/month (billed as $396 monthly)

Couples therapy is available for $59/week (billed as $236 monthly) or $53/week (billed as $636 every 3 months).

What forms of payment does Talkspace accept?

We accept all major debit/credit cards and PayPal. We unfortunately cannot accept checks or bank transfers.

How am I billed?

You are initially charged on the first day you join Talkspace. Your plan will renew exactly one month from your first day or your last renewal.

I only paid once, why am being billed again?

All plans renew automatically unless you decide to cancel via your “My Account” settings beforehand. This is stated when you selected a plan, before you were matched with a therapist.

Can I purchase Talkspace for a loved one?

Absolutely — if you would like to purchase Talkspace for someone you care about, we’ve made the process easy for you. Just visit our gifting page to learn more.

Are there any long-term contracts?

There are no contracts or long-term commitments, but we believe that change happens over time and the best results come about during a long-term relationship with a therapist. Our plans are set to automatically renew each month and can be canceled at any time through your account settings.

What is the refund policy?

Talkspace is committed to offering everyone the best possible experience with our platform and therapists. If you’re ever not satisfied, you can request a new therapist through your account settings.

Talkspace acts as a conduit to arrange professional services, and those services are paid to the therapists through their Therapist Agreement with Talkspace. Generally refunds for unused time are not granted because the therapists charge for time that is scheduled to be used, much like other medical professionals. However, customer service reviews refunds on a case-by-case basis in conjunction with the therapists. We make accommodations if unique or legal circumstances (medical, death, disability, court orders, etc.) dictate the reason for the refund request. If a refund is not granted, usually we are able to make accommodations some other way such as a credit for future service.

If there is something you believe we could do differently to improve your Talkspace experience, please let us know by contacting us at [email protected].

How do I enter my credit card information if I am from outside the USA?

Paypal can be used to sign up for Talkspace without having to provide an international postal address. You can enter your international postal code from the web. Please login to Talkspace.com via a computer web browser to sign up using a credit or debit card from outside the USA.

Signup, Consultation & Cancellation

Technical Questions

Can I use Talkspace on my iPhone or iPad?

Absolutely! You can use the Talkspace app with our iOS app on your iPhone, iPad or iPod.

Take your therapy to-go so you have access to your therapist whenever and wherever you need help.

[Click here to download the iOS app]

Do you have a Talkspace app for Android?

Of course! Talkspace is available to Android users via the Google Play App Store.

With the Talkspace app, it’s like having a therapist in your pocket!

[Click here to download the Android app]

What computer and Internet connection do I need?

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

You will also need a functioning microphone and webcam for video sessions at Talkspace.

What do I do if messages are not being sent / received when I’m using the Talkspace app?

This issue is usually caused by a poor internet connection. Please try the following steps to resolve:

  • — Check the Internet connection strength
  • — Log out of the Talkspace app completely
  • — Log back into the app

If this does not resolve your issue, please contact us via [email protected]. We will be happy to assist you with this.

How do I make changes to my Talkspace account?

You can do the following through your account page:

  • Change the email address on file
  • Update payment info
  • Request a new username
  • Cancel your account
  • Request another primary therapist
  • Change your subscription
  • Place your account on a 30-day hold

Here are steps for making these changes:

  • — Log in through our website directly at www.talkspace.com using a web browser
  • — Find your username located on the top right corner of the screen
  • — Click on it and scroll down to “My Account”’
  • — On the My Account page you will see options to change your account information, cancel your subscription, put your subscription on hold, change your subscription or change therapists.

If you’re using the mobile app, you can change your email address, request a new therapist, or cancel your subscription directly from the app. Log in and select the gear in the top-right corner to access your Settings.

How do I cancel my account?

You can cancel at any time, hassle-free through your Talkspace settings.

  • — Log into our website directly at www.talkspace.com using a web browser
  • — Click the menu under your user name and go to “My Account”
  • — On the My Account page in the My Private Rooms section, select “Manage”
  • — There you will see the option to “Cancel Subscription” which will guide you through a couple of quick steps to submit your request

If you’re using the mobile app, you can cancel your subscription directly from the app. Log in and select the gear in the top-right corner to access your Settings.

Once you complete your cancellation request, our team will promptly handle it.

Your therapist will still be available to you throughout the remaining time that you already have paid.

How can I upgrade/downgrade my plan?

You can change your subscription from your Talkspace settings using the following steps:

  • — Log into our website directly at www.talkspace.com using a web browser
  • — Click the menu under your user name and go to “My Account”
  • — On the My Account page in the My Private Rooms section, select “Manage”
  • — There you will see the option to “Change Subscription” which will guide you through a couple of quick steps to submit your request

Once you complete your request, it will automatically be handled by our payment system and there is nothing else that you will need to do.

How can I change therapists?

Because we want you to experience the full therapeutic benefit, we ask you to give your current therapist a chance as it may take some time to get to know him or her. But occasionally, it can happen that someone feels their therapist 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 therapist through your account page:

  • — Just log into our website directly at www.talkspace.com using a web browser
  • — Click the menu under your username and go to “My Account”
  • — On the My Account page, in the My Private Rooms section next to Therapist, select “Change”

If you’re using the mobile app, you can change your therapist directly from the app. Log in and select the gear in the top-right corner to access your Settings.

Your request will then be handled promptly by our clinical team. They will reach out to you through your private room to arrange a switch.

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:

  • — Login through our website directly at www.talkspace.com using a web browser
  • — Find your username located on the top right corner of the screen
  • — Click on it and scroll down to “My Account”
  • — On the My Account page you can edit your email address

If you’re using the mobile app, you can change your email address directly from the app. Log in and select the gear in the top-right corner to access your Settings.

How can I update my payment information?

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

  • — Log in through our website directly at www.talkspace.com using a web browser
  • — Find your username located on the top right corner of the screen
  • — Click on it and scroll down to “My Account”
  • — On the My Account page you can update your payment info
How can I change my nickname?

Keep in mind that using numbers or symbols in your nickname increases the probability of it not being already taken.

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

  • — Log in through our website directly at www.talkspace.com using a web browser
  • — Find your username located on the top right corner of the screen
  • — Click on it and scroll down to “My Account”
  • — On the My Account page you can edit / change your nickname
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

For any questions not covered in this document, you can always contact us via email at [email protected] or call (516) 847-5432, M-F 9am-5pm ET. We will respond to most questions within the same business day.