Administrators can manage welcome emails and enrollment emails in Take Command by controlling when invitations are sent, resending emails when needed, and monitoring employee onboarding status from the Admin Portal.
What are welcome emails and enrollment emails?
Take Command sends emails to help employees access and enroll in their benefits
Employees may receive emails for:
Account creation
Portal access
Benefit enrollment
Proof of Coverage requirements
Action items needed to complete onboarding
Important enrollment deadlines
These emails help employees access their accounts and complete required enrollment steps.
How to send welcome emails to employees
Welcome emails can be sent after employees are added to your roster
Follow these steps:
Log in to the Take Command Admin Portal
Navigate to your employee roster
Locate the employee who needs an invitation
Open the employee record
Select the option to send or resend the welcome email
The employee will receive instructions for accessing their account and beginning onboarding.
During the initial setup of your organization:
Administrator vs. Employee Invitations: Administrator invitations are sent first, and employee invitations are scheduled afterward. If you notice delays, it may be because your organization is still finishing its initial account setup.
Adjusting Timing for Scheduled Emails: You can request scheduling adjustments for welcome emails. Admins can align welcome email sends with the open enrollment period to give employees access to enroll in their health insurance plans on time.
How to resend an enrollment email
Administrators can resend invitations when employees cannot locate the original message
Follow these steps:
Log in to the Admin Portal
Open your employee roster
Select the employee
Review the employee's onboarding status
Choose the option to resend the invitation or enrollment email
A new email will be sent to the employee's email address on file.
How to verify whether an email was sent
Employee onboarding status can help identify whether action is needed
Review the employee's onboarding record to determine:
Whether an invitation has been sent
Whether the employee created an account
Whether enrollment has started
Whether enrollment has been completed
These statuses help identify where an employee may be stuck in the process.
What to do if an employee did not receive the email
Follow these troubleshooting steps
Step 1: Verify the employee's email address
Confirm that:
The email address is correct
There are no spelling errors
The employee can access that inbox
Step 2: Check spam and junk folders
Employees should search for messages from Take Command and review:
Spam folders
Junk folders
Promotions tabs
Quarantined email folders
Step 3: Resend the email
If the address is correct and the email cannot be found:
Open the employee record
Resend the invitation
Ask the employee to monitor their inbox
Step 4: Verify company email filtering
Some organizations block automated messages.
Employees may need assistance from their IT department if messages are being filtered before delivery.
If emails consistently fail to arrive after completing all troubleshooting steps above, including IT verification, contact Customer Experience (CX) — the employee’s email address may need to be verified or updated at the account level before invitations can be delivered.
Common onboarding email issues
Issue: Employee never received the invitation
Possible causes:
Incorrect email address
Spam filtering
Corporate email security settings
Issue: Employee received the email but cannot log in
Possible causes:
Account setup not completed
Expired invitation link
Incorrect email address used during login
Resending the invitation often resolves this issue.
If the option to resend an invitation, the three-dot menu, or the employee record actions are not visible in the Admin Portal, contact Customer Experience — this may indicate a portal access or account configuration issue.
Issue: Employee already enrolled but continues receiving reminders
This may occur when:
Required tasks remain incomplete
Proof of Coverage has not been submitted
Enrollment steps are still pending review
Administrators should review the employee's current onboarding status.
Best practices for administrators
Help employees complete onboarding quickly
Recommended practices:
Add employees to the roster as early as possible
Verify employee email addresses before sending invitations
Monitor onboarding status regularly
Follow up with employees who have not started enrollment
Resend invitations promptly when requested
These steps help reduce enrollment delays and compliance issues.
What administrators cannot do
Some actions require employee participation
Administrators cannot:
Create employee passwords
Complete employee enrollment on the employee's behalf
Access employee email inboxes
Bypass required employee attestations or enrollment steps
Employees must complete their own account setup and enrollment activities.
Frequently asked questions
An employee received the email but the link says it has expired or doesn't work — what should I do?
Welcome email invitation links expire after a set period. If an employee clicks an expired link, resend the invitation through the Admin Portal (find the employee in the roster, open their record, and select Send Sign-Up Link). A new link will be sent to the email address on file.
If the employee reports they cannot find the Send Sign-Up Link option in the roster, this may indicate the employee has already created an account — in which case they should use the Forgot Password flow at the standard sign-in page instead.
Employee status still shows 'Not Started' after I sent the welcome email — why?
Not Started status means the employee has not yet clicked the invitation link and created their account. The status only updates when the employee completes first login and begins onboarding. Sending the welcome email does not change the status.
Follow up directly with the employee and ask them to check their inbox (including spam and promotions folders) for an email from Take Command. If they cannot find it, resend the invitation from the Admin Portal.
I can see an employee in the roster but the Send Sign-Up Link option is greyed out or missing
The Send Sign-Up Link option is only available for employees who have not yet created their account. If the option is missing or greyed out, the employee likely already has an active account — even if their onboarding is incomplete. Direct them to the standard sign-in page and have them use Forgot Password to regain access.
If the option is missing and the employee has never logged in, this may indicate an Admin Portal access or configuration issue. Contact Customer Experience with the employee name and your company name.
Welcome emails are being blocked by our company's IT/email security system
If employees with company email addresses are consistently not receiving invitations despite correct addresses and spam/junk checks, the emails may be blocked by a corporate email security or spam filter.
Ask IT to whitelist emails from takecommandhealth.com.
If whitelisting is not possible, the employee can use a personal email address — contact Customer Experience to update the email address on the account.
Alternatively, CX can provide a direct portal access link that bypasses the email invitation flow.