Already signed in but sections are missing? If you can log in but portal sections — such as Health Insurance, Reimbursements, or enrollment options — are not visible, stop here. Browser troubleshooting will not fix this. Contact Customer Experience directly with your full name, company name, the specific section or feature that is missing (for example: Health Insurance tab, Reimbursements menu, Choose a Plan button), and a screenshot of your portal after signing in.
Find your issue quickly: • Can't receive password reset email → see 'Password reset email not received' below • Health Insurance tab or portal section missing → see 'Health Insurance tab missing' below • Shopping or enrollment is blocked or grayed out → see 'Enrollment window blocked' below • Portal loads but freezes, spins, or shows blank screens → see 'Portal technical errors' below • Admin portal access missing → see 'Admin portal access' below • Account shows 'user not found' or was never activated → contact Customer Experience with your full name and company name
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.
Seeing 'Invalid User', 'No Account Found', or 'User Does Not Exist'? This is not a password or browser issue. Do not attempt a password reset — it will not help. Contact your employer or HR administrator to confirm your account has been created and activated in Take Command. If your employer confirms setup is complete and you still see this error, contact Customer Experience with your full name, company name, and a screenshot of the error message.
Not receiving password reset emails? If you have followed the steps below and reset emails are not arriving even after checking Spam, Junk, and Promotions folders, this is typically an account activation issue — not an email delivery problem. Your account email address may need to be updated by Customer Experience before a reset can be sent. Contact Customer Experience with your full name and company name.
MFA or authentication issues after a device change? If you are stuck on a multi-factor authentication screen after changing your phone or device, or cannot complete the MFA step on any device, your MFA configuration may need to be reset by Customer Experience. Clearing your browser cache will not resolve this. Contact Customer Experience with your full name and email address.
Admin trying to reset MFA or restore access for another user? Admins cannot reset MFA or re-enable portal access for employees or other admins through self-service. Contact Customer Experience with your company name and the affected user's full name and email address — they can reset MFA configuration and restore account access on your behalf.
Account disabled or permission issues? If your account has been disabled — for example, after a billing lapse, a plan cancellation, or an admin access change — browser troubleshooting and password resets will not restore access. Contact Customer Experience with your full name, company name, and a description of what you see when you try to sign in. For broker, partner, or secondary admin accounts that are missing sections or features they previously had, contact Customer Experience to verify your role permissions.
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 see a spinning wheel, blank page, or DNS error rather than a standard login error. Browser troubleshooting will not resolve this — you need to wait until your activation date arrives. If you are unsure of your activation date, contact your employer or HR administrator.
Stuck on a 'Getting Started' or onboarding screen? If you can sign in but cannot reach your benefits dashboard and see a setup or welcome screen instead, your employer has not yet completed your account activation in Take Command. Browser troubleshooting will not resolve this — contact your employer or HR/benefits administrator to confirm your account has been fully set up.
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.
If you see an "already signed in" message or are stuck in an authentication loop — for example, after closing the portal mid-session or mid-enrollment — sign out of all active sessions, clear your browser cookies, and sign in again. If the loop continues across multiple browsers and devices, contact Customer Experience.
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 if I see "Invalid User", "No Account Found", or "User Does Not Exist"?
These errors mean your employer has not yet completed your account setup in Take Command. They are not caused by an incorrect password or browser settings — password resets and browser troubleshooting will not resolve them.
Contact your employer or HR/benefits administrator to confirm that your account has been created and activated in Take Command.
If your employer confirms your account is set up and you still see this error, contact Customer Experience with your full name, company name, and the exact error message.
Do not create a new account. Only your employer or Take Command Customer Experience can activate your account.
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.
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.
Health Insurance tab or portal section is missing
If the Health Insurance section, Shop option, or upload controls are not visible in your portal at all, this is a backend account configuration or eligibility issue — not a browser problem. Browser troubleshooting (clearing cache, switching browsers) will not make this section appear.
Common causes:
Your account is in a 'waived' state — the system has recorded that you declined coverage. Waivers cannot be reversed through self-service; contact Customer Experience to reverse the waiver.
Your eligibility has not yet been activated by your employer — new employee accounts sometimes take 1–2 business days to become fully active after the employer adds them to the roster.
Your employer's HRA plan setup is incomplete — if your employer recently set up the plan, some sections may not be available until setup is finalized.
Contact Customer Experience with your full name, company name, and a screenshot of your portal navigation showing what sections are visible. Include whether you can see other sections (such as Reimbursements or Claims).
Enrollment window is blocked, grayed out, or shopping is unavailable
If you can see the Health Insurance section but cannot start shopping, select a plan, or make changes:
Outside the enrollment window: plan changes are only available during Open Enrollment or after a Qualifying Life Event (QLE). If neither applies, you must wait for the next Open Enrollment period.
A QLE is already in progress: if you have a pending QLE submission, the shopping screen may be locked until the QLE is reviewed. Check your portal for any pending QLE status.
Account eligibility configuration issue: contact Customer Experience with your full name, company name, and what you're trying to do (e.g. 'add a dependent', 'change my plan') — they can confirm whether the action is available on your account and, if not, why.
Portal pages freeze, show blank screens, or spin indefinitely
If specific portal pages fail to load, freeze on a spinner, or show blank content:
Try a hard refresh: on Windows press Ctrl + F5, on Mac press Cmd + Shift + R.
Open the portal in an incognito or private browser window — some browser extensions (ad blockers, security tools) interfere with portal functionality.
Try a different browser (Chrome or Firefox recommended).
Try from a different device or network connection.
If the problem persists across browsers and devices, this is a backend issue — contact Customer Experience with your full name, company name, which page is failing, and a screenshot or screen recording of the error.
Admin portal access is missing or permissions aren't working
If you cannot access the admin portal, view the employee roster, or perform admin functions:
Confirm you are logging into the correct portal URL — the Admin Portal and Member Portal are separate. Employees logging into the admin URL will see an access error.
Your admin permissions may not have been provisioned yet — if you were recently added as an admin, it can take up to one business day for permissions to propagate.
Contact Customer Experience with your full name, company name, and the specific function you cannot access (e.g. 'employee roster', 'reimbursement reports', 'plan configuration'). Include a screenshot of the error or the page you're trying to access.
Do not create a second account unless instructed to do so.
What if I recently changed my email address or am not receiving my password reset email?
What if I'm stuck on a multi-factor authentication screen?
If you are prompted for a multi-factor authentication (MFA) code but cannot complete the step — for example, after changing your phone, losing access to your authenticator app, or switching devices — your MFA configuration may need to be reset by Customer Experience.
Browser troubleshooting and password resets will not resolve MFA issues. Contact Customer Experience with your full name, company name, and email address. They can reset your MFA so you can sign in with a new device.
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.
Admin Portal access issues
Admin Portal access issues are almost always caused by account permissions or configuration — not browser settings. Browser troubleshooting will not resolve them. Use the sections below to identify your issue and get the right resolution.
"Page doesn't exist" or 404 error
A "Page doesn't exist" or 404 error in the Admin Portal is almost always a permissions or URL issue — not a browser problem. Try the following:
Verify the URL. Make sure you are using the correct Admin Portal link provided by Take Command or your account setup email. Bookmarks to the Admin Portal can become outdated if your account URL changes.
Confirm your role and permissions. Not all portal users have access to every section. If you are a broker, partner, or secondary admin, your account may not be configured for the page you are trying to reach. Your primary administrator or Take Command Customer Experience can adjust your permissions.
Check your account status. If your account has been cancelled, suspended, or your plan year has ended, some Admin Portal pages will return a 404. Contact Customer Experience to confirm your account status if you are unsure.
Contact Customer Experience if the error persists after the above steps. Include your full name, company name, the URL that returned the 404, and a screenshot of the error.
I can sign in but certain features or sections are missing
Reporting or data export features not visible
If you are an employer admin but cannot locate reporting features — such as approved expense lists, enrollment census exports, or ACA data downloads — verify that you are signed into the Admin Portal (not the Member Portal). Reporting features are only available in the Admin Portal under the Reports section. If you are in the correct portal and the Reports section is missing or greyed out, this is a permissions or account configuration issue. Contact Customer Experience with your company name and the specific report or export you are trying to access.
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 are missing or disappear immediately after loading, this is a backend eligibility or account configuration issue, not a browser problem. Browser troubleshooting will not restore these sections.
Browser troubleshooting steps (clearing cache, incognito mode, switching browsers) will not restore missing features or enrollment options.
Common backend states that cause portal sections to become unavailable:
Health Insurance tab missing: Coverage may have been cancelled, a plan year may have ended, or your employer has not yet completed your HRA configuration.
Reimbursements menu missing: Your employer's account may be in a restricted state, or your HRA has not been activated.
Enrollment options or plan buttons missing: Your enrollment window may not yet be open, or it may have closed.
Edit buttons missing from coverage details: Your account eligibility settings may be preventing modifications — contact Customer Experience to investigate.
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
What if I save a change but it doesn't stick?
If you update a field in the portal — such as health insurance details, contact information, or account settings — but the change reverts immediately after saving, or you receive an error when submitting a form, this is a backend issue. Browser troubleshooting will not fix it.
Contact Customer Experience and include:
Your full name and company name
The field or section you were trying to update
The exact error message, if one appeared
A screenshot of the portal after the attempted save
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.