If you can't sign in to the Take Command portal, first make sure you're using the correct portal for your role, then verify your email address, password, account activation, and browser settings.
How do I troubleshoot login issues?
Complete these steps in order.
Step 1: Verify your email address
Confirm that you're using the email address associated with your Take Command account.
If you're unsure which email address is registered:
Search your inbox for emails from Take Command.
Verify whether your account was created using your work or personal email address.
If the email address doesn't match your account, you won't be able to sign in.
Step 2: Reset your password
If you've forgotten your password:
Select Forgot Password on the login page.
Enter your account email address.
Follow the password reset instructions sent by email.
Create a new password and sign in again.
If you don't receive the reset email:
Check your Spam, Junk, Promotions, and Quarantine folders.
Request another reset email if the original link has expired.
If reset emails do not arrive after checking all folders, contact Customer Experience — your account email address may need to be updated before a reset can be sent.
Step 3: Verify your account is active
Some login issues occur because an account hasn't been activated yet.
Verify that:
You've completed the account setup process.
Your activation date has arrived.
You're using the same email address that was used during enrollment.
If you receive a User Not Found error, your email address may not match the account on file.
If your activation date is set in the future, you may also see loading failures — such as a spinning wheel or DNS error — rather than a standard login error. Browser troubleshooting will not resolve this; you will need to wait until your activation date arrives.
Step 4: Troubleshoot your browser
Many login issues are caused by browser settings.
Complete these steps:
Refresh the page.
Open the portal in Google Chrome.
Open a private or incognito browser window.
Clear your browser cache and cookies.
Disable browser autofill extensions.
Try another browser.
Try another device.
Perform a hard refresh.
If your multi-factor authentication (MFA) was recently reset, clear your browser cache and cookies before signing in again.
Why am I seeing an "Invalid email or password" error?
This error usually means one of the following:
Your email address is incorrect.
Your password is incorrect.
Your account hasn't been activated.
You're using the wrong Take Command portal.
Your password was recently changed and you're entering your previous password.
Resetting your password is often the quickest solution.
What should I do if my account is locked?
Too many unsuccessful login attempts may temporarily lock your account.
If this happens:
Wait several minutes before trying again.
Reset your password.
Verify you're using the correct portal and email address.
Contact Take Command Customer Experience if you're still unable to sign in.
What if I recently changed my email address?
If your email address has changed:
Your account may still be associated with your previous email address.
Customer Experience may need to update your account before you can sign in.
Do not create a second account unless instructed to do so.
What if I can log in but can't see the correct information?
If you can successfully sign in, your login is working.
If information is missing or incorrect:
Sign out and sign back in.
Verify you're using the correct Take Command portal.
If you're an employer, confirm the correct dashboard filters are selected.
Refresh the page.
Clear your browser cache and cookies.
Try another browser or device.
If the issue continues, contact Customer Experience.
What if the login page is blank or won't load?
If the login page doesn't load correctly:
Refresh the page.
Clear your browser cache and cookies.
Open the portal in a private or incognito browser window.
Try another browser.
Disable browser extensions that block cookies or scripts.
Try another device.
Most loading issues are caused by browser settings rather than your account.
I can sign in but certain features or sections are missing
If you can sign in successfully but cannot see specific portal sections — such as Health Insurance, Reimbursements, or Shop Insurance Plans — or if enrollment buttons and plan selection options disappear immediately after loading, the cause is typically a backend eligibility or account configuration issue, not a browser problem.
Browser troubleshooting steps (clearing cache, incognito mode, switching browsers) will not restore missing features or enrollment options.
If pages appear blank or freeze after you successfully sign in — for example during enrollment, a form submission, or document upload — this is also a backend issue. Try signing out and back in once. If the blank or frozen screen persists across browsers and devices, contact Customer Experience.
Contact Customer Experience (CX) and include:
Your full name and company name
The specific section or feature you cannot access (for example: Health Insurance tab, Reimbursements menu, Choose a Plan button)
A screenshot showing what you see after signing in
When do these troubleshooting steps not apply?
These troubleshooting steps do not apply if:
Your account has not been activated.
Your activation date has not arrived.
Your employer has suspended your account.
You can sign in but portal sections or features (such as Health Insurance or Reimbursements) are missing — this is a backend eligibility issue, not a browser or login problem.
You receive errors when trying to save or submit forms in the portal — this requires Customer Experience to investigate.
In these situations:
You'll need to wait until your activation date, or
Your employer must restore your account before you can access the portal.
Browser troubleshooting and password resets will not restore access in these situations.
If your invoices are current, billing is not the cause of your login issue.
What information should I provide when contacting Customer Experience?
Having the following information available will help resolve your issue more quickly:
Full name
Company name (if applicable)
Email address you're attempting to use
Portal you're trying to access
Browser and device
Screenshot of the error message
Troubleshooting steps you've already completed
Key takeaway
Most Take Command login issues are resolved by using the correct portal, verifying your email address, resetting your password, confirming your account is active, and completing browser troubleshooting. If your account has not been activated or has been suspended by your employer, you'll need to wait for activation or contact your employer before you can access the portal.