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How can I troubleshoot login issues and ensure the correct portal access for Take Command?

Step-by-step troubleshooting guide for Take Command HRA Hub login issues, including using the correct portal, handling platform transitions, resetting passwords, and resolving access problems for members and employers.

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Written by Mel Vazquez-Martinez
Updated over a week ago

How to Troubleshoot Login Issues and Ensure Correct Portal Access for Take Command

Accessing your Take Command account without interruption is essential. Below, we’ve outlined the most common login issues and step-by-step solutions to help you successfully access the Take Command HRA Hub portal.

General Login Troubleshooting

  1. Ensure You Are Using the Correct Portal: The Take Command HRA Hub requires logging in through its designated login page. Do not attempt to use the older Take Command Platform login. Visit the HRA Hub portal directly. If you can’t access your account: - Verify you’re using the email associated with your employer’s account. If unsure, try the email that was used to set up the account. - If necessary, reset your password using the portal's “Forgot Password” option. Tip: If your employer's account is inactive or terminated, your access to the member portal will also be disabled until your company reactivates its account.

  2. Platform Transition Note: If your company recently transitioned to the HRA Hub, ensure that you log in via the correct platform. The previous Take Command Platform is no longer active for employers who have moved their accounts to HRA Hub.

Troubleshooting Steps for Login Failures

When encountering difficulties accessing the portal, try these solutions:

  1. Refresh and Re-attempt: Close and re-open your browser. Reload the HRA Hub login page and try logging in again.

  2. Use a Compatible Browser: Microsoft Edge or Google Chrome often performs best. Open an incognito (private) window by: - Pressing Ctrl+Shift+N on Windows or Command+Shift+N on Mac.

  3. Clear Browser Cache and Cookies: - Access your browser’s settings and locate "Clear Browsing Data" options. - Set the time range to "All time," select "Cookies" and "Cached images/files," and confirm.4. Perform a hard refresh on the login page (e.g., Ctrl+F5 on Windows or Cmd+Shift+R on Mac).

  4. Turn Off Autofill Settings: Disable any auto-fill applications (e.g., Google or Apple/Samsung auto-fill) and retry.

  5. Switch Devices: Try logging in using another computer, phone, or tablet.

  6. Reset Your Password: If the above steps fail, reset your portal password using the available option on the login page.7. When Your Username is Not Recognized: Attempt these troubleshooting steps: - Clear your browser cache and cookies. - Try logging in using a different browser or device (e.g., mobile versus desktop). - Perform a hard refresh on the login page (e.g., Ctrl+F5 on Windows or Cmd+Shift+R on Mac). - Use an incognito/private browsing window and retry. Use the password reset link sent to your registered email. Be sure to check your spam/junk folders if you don’t see it in your inbox. Note that the reset link typically expires within one hour, so use it promptly. If the link has expired, request a new one and try again.

Resolving Multi-Factor Authentication (MFA) Issues

If you are prompted for an authenticator code but don’t have a Take Command entry in your authenticator app:

  1. Exit the browser completely and clear cache/cookies.

  2. Use the HRA Hub login page and request a fresh login email via the "Forgot Password" link. Check your spam/junk mail for the email. - Note: The link is valid for one hour from when it is sent.

  3. If this doesn’t resolve the issue, reach out to customer support to request an MFA reset. Then log in again and reconfigure authentication when prompted.In cases where an MFA reset is performed, a password reset may also be required. Use the password reset link to update your credentials and follow the reconfiguration instructions provided.

Additional Resources### Managing Account Invites and Creation

  • Issues with Activation Links: If your account is already activated, you do not need to use your invitation link again. Instead, go directly to the login page and sign in with your credentials. Using the invite link after activation can lead to errors.

  • Resending Invitations: If an employee does not receive an invitation email, rather than removing and re-adding them to the system, you can copy the invite/sign-up link directly from the action menu in their row in the People tab. Then send this link via email or another communication channel to avoid delays.
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  • Make sure to verify that you are logging into the correct HRA Hub portal.

  • Do not confuse it with outdated access points or the older Take Command Platform.

  • Feel free to contact support for assistance or clarification whenever necessary

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Having the right tools and techniques ensures seamless access to your Take Command account. For any further clarifications, please reach out to customer support!

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