What Should I Do if I Encounter Errors While Shopping for or Selecting Health Plans?
Encountering errors, missing options, or other challenges during the health plan enrollment process can be frustrating. This article provides comprehensive troubleshooting strategies for addressing these issues on the Take Command platform.
Common Causes of Errors or Missing Options
Shopping Window Closed: When the enrollment shopping window is closed (e.g., outside Open Enrollment or without a qualifying life event), plan options won’t be visible, and errors may occur. Wait for enrollment to open.
Plan Year-Specific Availability: If you're using the HRA Hub platform, the option to shop for plans may only appear once the plan shopping window opens (e.g., November 10 for the 2026 plan year).
Incomplete Eligibility Information: Missing or incorrect profile details (e.g., date of birth, address, employment status) can prevent plans from loading.
Portal Setup Issues (Employer Admins): Plan options may not appear if the employer plan setup isn’t finalized or approved.- Missing Enrollment Invites: Ensure you've received and accepted your enrollment email invite sent by your employer. Without this step, access to plan shopping may remain restricted.
Platform-Specific Restrictions: During Open Enrollment for ongoing plan years, some platforms may not support shopping for the final month of the year (e.g., December coverage). If this happens, consider using the federal marketplace for alternatives and upload proof of coverage to your portal.
Step-By-Step Troubleshooting Guide
1. Check Enrollment Timing
Confirm you are within an open enrollment period or a Special Enrollment Period (SEP) due to a qualifying life event.
If you’re on the HRA Hub platform, verify whether the shopping window for your plan year is open. - For the 2026 plan year, Open Enrollment runs from November 2025 to December 15, 2025.
On HRA Hub, plan shopping for 2026 opens specifically on November 1, 2025.
2. Verify Your Profile Details
Ensure all personal information is complete and accurate in your account (e.g., date of birth, home address, and dependent details).
Complete all required steps in the enrollment process. - Ensure your Proof of Coverage (POC) includes all necessary details, such as your name, coverage date within the last 30 days, and premium amount if applicable.
3. Troubleshoot Your Browser and Device
Browser or caching issues may cause errors or prevent health plan information from loading correctly. Follow these steps:
Clear Your Browser Cache: - Chrome/Edge (Windows): Ctrl + Shift + Delete → Clear data. - Safari (Mac): Option + Cmd + E → Reload with Cmd + R.
Use a Different Browser or Device: - Switch to another browser (e.g., Firefox, Safari, Chrome). - Try accessing the portal on a different computer, tablet, or smartphone.
Try Private/Incognito Mode: - This bypass cached files and browser extensions that may interfere with functionality.
Perform a Hard Refresh: - Windows: Ctrl + F5 - Mac (Safari/Chrome): Cmd + Shift + R
Use Developer Tools if Necessary: - Chrome: Open DevTools (F12), right-click the refresh button, and select Hard Reload.
4. Employer Admin Tasks (if applicable)
Confirm that each employee has the correct plan year class assigned (e.g., 2026).
If a plan year class is missing, assign the appropriate class and have the employee attempt enrollment again.
Verify that the employer’s health plan setup is complete and approved. - Confirm that all employees have received their enrollment invites and provide support for those who may need to use marketplace alternatives for coverage.
Ensure proof of marketplace coverage is uploaded promptly to avoid reimbursement delays.
Additional Information
If none of these steps resolve the issue, report the problem via the Take Command support portal to check for any temporary technical issues on the platform. During Open Enrollment, temporary restrictions might apply to certain platforms. For ongoing plan years, shopping alternatives like the federal marketplace can be utilized, and proof of coverage should be uploaded to ensure approval and reimbursement eligibility.