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Take Command Portal: Employees Troubleshooting Enrollment Portal and Onboarding Access Issues

This article is for employees using Take Command who are experiencing problems accessing the enrollment portal, onboarding materials, account features, or enrollment status.

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Written by Mel Vazquez-Martinez

If you're having trouble accessing the Take Command enrollment portal or onboarding materials, most issues can be resolved by refreshing your browser, clearing your cache and cookies, using a private browsing window, or trying another browser or device.

Seeing a persistent spinning wheel, missing enrollment tabs, a locked field, or an 'issue with your HRA' error across all browsers and devices? Browser troubleshooting will not resolve these. Scroll to 'When do these troubleshooting steps not apply?' below — these are backend account or eligibility configuration issues that require Customer Experience to investigate.

How do I troubleshoot general portal issues?

If pages won't load, fields won't accept input, or the portal isn't responding correctly:

  1. Refresh the page.

  2. Clear your browser cache and cookies.

  3. Open the portal in a private or incognito browser window.

  4. Try a different web browser.

  5. Try another device.

  6. Disable browser or device autofill tools.

  7. Make sure your browser is up to date.

    • In Chrome, go to chrome://settings/clearBrowserData, set the time range to "All time," select "Cookies and other site data" and "Cached images and files," then click "Clear Data."

    • In Chrome, open the menu and select "New Incognito Window" (shortcut: Ctrl+Shift+N on Windows or Cmd+Shift+N on Mac).

These steps resolve many common browser-related issues. If the issue persists after completing all steps above, the cause is likely a backend account or eligibility configuration issue — not a browser problem. Contact Customer Experience.

If you see an "already signed in" message or are stuck in an authentication loop — for example, after closing the portal mid-enrollment — sign out of all active sessions, clear your browser cookies, and sign back in. If the loop continues across browsers and devices, contact Customer Experience.

What should I do if onboarding videos won't play?

If onboarding videos won't load or play:

  1. Open the video using the direct link provided in your onboarding materials.

  2. Confirm that JavaScript is enabled in your browser.

  3. Clear your browser cache and cookies.

  4. Try a different browser or device.

  5. If the instructional video won’t play, follow these steps:

    • Log in to your Take Command account.

    • Start enrollment from your dashboard and confirm your details.

    • Shop for plans, select one, and complete the enrollment flow.

    • Upload proof of coverage if required.

What should I do if my enrollment status isn't updating?

If your enrollment status appears incorrect or outdated:

  1. Refresh the page.

    • Perform a hard refresh (Ctrl+F5 on Windows or Cmd+Shift+R on Mac) to ensure the latest data is loaded.

  2. Open the portal in Google Chrome using a private or incognito window.

  3. Clear your browser cache and cookies.

  4. Try another device if the issue continues.

Recent enrollments or document reviews may also require additional processing time before updates appear.

What should I do if I can't access my account?

If you're unable to sign in:

  1. Verify you're using the email address associated with your Take Command account.

  2. Confirm you're using the correct Take Command portal.

  3. Complete the general browser troubleshooting steps above.

  4. Reset your password via the portal if needed.

  5. If you are an employer/admin, use the employer portal link instead of the employee-specific onboarding link.

If your employer has suspended your account, you will not be able to access the portal until your employer restores your eligibility.

Contact your employer if you believe your account has been suspended.

If your account has never been activated — for example, you are a new employee whose employer has not yet completed your setup in Take Command — you will also be unable to access the portal. Contact your employer to confirm your account has been created and activated before attempting further troubleshooting.

What should I do if my HRA enrollment options are missing?

If your HRA enrollment options don't appear:

  1. Refresh the page.

  2. Clear your browser cache and cookies.

  3. Open the portal in a private or incognito browser window.

  4. Try another device.

  5. Use an alternate login link provided by your employer or Take Command Customer Experience, if available.

If your enrollment options still don't appear, contact Take Command Customer Experience. Include your full name, your HRA eligibility date, and a screenshot of your portal — missing enrollment tabs or options are typically a backend eligibility configuration issue that browser troubleshooting cannot resolve.

What else can I try?

You can also:

  • Check your Spam or Junk folder for emails from Take Command.

  • Use the portal link provided by your employer or Take Command.

  • Contact Take Command Customer Experience if the issue continues after completing the troubleshooting steps in this article.

  • If you are an admin, use the employee roster instead of the global search bar to locate employees, and ensure no filters are restricting visibility.

When do these troubleshooting steps not apply?

These troubleshooting steps do not apply if your employer has suspended your account.

If your account has been suspended, your employer must restore your eligibility before you can access the portal again. Browser troubleshooting and password resets will not restore access.

Browser troubleshooting also will not resolve:

  • Missing Health Insurance tab or plan options that persist after completing all troubleshooting steps

  • Portal loading failures (spinning wheel, blank pages) that occur across all browsers and devices

  • ‘Error updating allowance’ messages or disappearing HRA allowance amounts

  • Enrollment flow stuck on a specific step (such as the Family tab or a confirmation screen) after multiple attempts

  • Missing UI elements, such as the Waive Coverage option

  • Locked or non-editable fields (such as payment method, coverage dates, or health insurance details) — these restrictions are applied at the account or eligibility level and cannot be resolved by browser troubleshooting

In all of these cases, the issue is a backend account or eligibility configuration problem. Contact Customer Experience and include your name, a description of the specific issue, and a screenshot of what you see.

Key takeaway

Most enrollment portal and onboarding issues are caused by browser settings, cached data, or temporary processing delays. If your employer has suspended your account, however, troubleshooting will not restore access—you'll need to contact your employer before you can sign in again.

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