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HRA Hub (ICHRA & QSEHRA): What to do if you see errors or missing health plan options during enrollment

This article is for employees enrolling in health benefits through an ICHRA or QSEHRA offered by their employer using Take Command Health’s HRA Hub platform.

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Written by Mel Vazquez-Martinez

If you cannot see health plans or are getting errors in HRA Hub, it is usually because your enrollment window is not active, your eligibility setup is incomplete, or required profile information is missing.

Why you may not see health plans or may get errors

1. Your enrollment window is not active

You will not see any health plans if:

  • Open Enrollment has not started yet

  • Your Qualifying Life Event (QLE) has not been approved

  • Your enrollment period has already ended

This is expected behavior in HRA Hub. No plans will display outside of an active enrollment window.

2. Your eligibility has not been fully activated (ICHRA-specific)

You will not see plans if your employer setup is incomplete.

This can happen when:

  • You have not been assigned to an employee class

  • Your employer has not marked you as eligible

  • Your onboarding has not been completed

  • Your enrollment invitation has not been accepted

If eligibility is not active, plan shopping is not available in HRA Hub.

3. Required personal information is missing

Plans will not load if required profile fields are incomplete, including:

  • Home address or ZIP code

  • Date of birth

  • Household or dependent information (if applicable)

  • Employment or coverage details

The system uses this information to determine which plans you are eligible to view.

4. You are not in a supported coverage status

Plan shopping will be blocked if:

  • You are marked as waived from coverage

  • You are enrolled in Medicaid (not eligible for ICHRA participation)

  • Your Medicare status is not correctly configured in the system

In these cases, plan browsing will not appear in HRA Hub.

5. Technical or browser issues

You may also see missing options if:

  • Your browser cache is interfering with the session

  • You are using an unsupported browser or outdated version

  • You are logged into the wrong portal or account

  • The system is temporarily experiencing loading issues

What to do if you cannot see plans or get errors

Step 1: Confirm you are in an active enrollment window

  1. Log into HRA Hub

  2. Check if Open Enrollment is active OR you have an approved QLE

  3. If no active window exists, wait for your enrollment period to begin

Step 2: Complete your profile information

  1. Open your HRA Hub profile

  2. Fill in missing fields (address, DOB, dependents)

  3. Save changes

  4. Refresh the shopping page

Step 3: Confirm eligibility status with your employer

Ask your employer to verify:

  • You are assigned to the correct employee class (ICHRA only)

  • Your eligibility is marked as active

  • Your onboarding is fully completed

If eligibility is inactive, plan access will remain blocked.

Step 4: Verify login and account access

  1. Log out of HRA Hub

  2. Log back in using your employer-assigned email

  3. Confirm you are in the correct account (not a personal or legacy login)

  4. Retry accessing “Shop for Plans”

Step 5: Fix browser or device issues

  1. Clear browser cache and cookies

  2. Switch to Chrome or Firefox

  3. Try incognito/private browsing mode

  4. Try a different device if needed

Step 6: Retry after refresh

  1. Log out

  2. Wait 2–5 minutes

  3. Log back in

  4. Reopen the plan shopping page

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