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.
Seeing ‘Something went wrong’, ‘There is an issue with your HRA’, or a blank or spinning portal that persists across all browsers and devices? Skip the troubleshooting steps below and go directly to ‘If none of these steps resolve the issue’ at the bottom of this article — these are backend account configuration problems that browser troubleshooting cannot fix.
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
Log into HRA Hub
Check if Open Enrollment is active OR you have an approved QLE
If no active window exists, wait for your enrollment period to begin
Step 2: Complete your profile information
Open your HRA Hub profile
Fill in missing fields (address, DOB, dependents)
Save changes
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
Log out of HRA Hub
Log back in using your employer-assigned email
Confirm you are in the correct account (not a personal or legacy login)
Retry accessing “Shop for Plans”
Step 5: Fix browser or device issues
Clear browser cache and cookies
Switch to Chrome or Firefox
Try incognito/private browsing mode
Try a different device if needed
Step 6: Retry after refresh
Log out
Wait 2–5 minutes
Log back in
Reopen the plan shopping page
If none of these steps resolve the issue
If you have completed all steps above and still cannot see plans or are receiving errors, the issue is a backend account or eligibility configuration problem that requires manual intervention.
Persistent error messages such as 'Something went wrong' or 'There is an issue with your HRA' are backend errors — browser troubleshooting will not resolve them.
If you accidentally waived coverage and are now locked out of plan shopping, contact Customer Experience (CX) — restoring access after an accidental waiver requires manual intervention and may require waiting for the next Open Enrollment period or a qualifying life event.
Contact Customer Experience (CX) and include your name, employer name, a description of the issue or error, and a screenshot of what you see in the portal.