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.
When do these troubleshooting steps not apply?
Seeing a persistent spinning wheel, missing enrollment tabs, a locked field, missing menu options, $0 allowance after completing enrollment, or an error message that persists across all browsers and devices? Stop here — browser troubleshooting will not resolve these. Contact Customer Experience directly with your full name, company name, the specific symptom (e.g., "Health Insurance tab missing", "allowance shows $0"), and a screenshot of what you see.
Getting an error when saving a form or uploading a document? If you see 'There was a problem saving your change', 'Failed to upload one or more files', or a network error — even after trying multiple browsers and devices — this is a backend issue, not a browser problem. Browser troubleshooting will not fix it. Contact Customer Experience with: your full name, company name, the specific error message text, the action you were trying to complete (e.g., "uploading proof of coverage", "saving the Family tab"), and a screenshot of the error.
Portal sections or menus disappearing after login? If the Health Insurance tab, enrollment menu, or plan shopping area was visible briefly then vanished — or if it appeared on one visit but not the next — this is not a browser issue. It typically means your enrollment window has closed, your account eligibility state has changed, or a backend configuration is blocking the section. Browser troubleshooting will not restore it. Contact Customer Experience with your name, company name, and a screenshot of your portal navigation showing what is and is not visible.
Multi-role or dual-employer confusion? If you are both an employer admin and an employee in the same account, different sections appear depending on which view you are in. If you are looking for employee reimbursements or your own Health Insurance section, make sure you are in the Employee Member Portal (HRA Hub), not the Employer Admin Portal. The reimbursement statements and claims you can submit as an employee live in the Member Portal, not the Admin view.
How do I troubleshoot general portal issues?
If pages won't load, fields won't accept input, or the portal isn't responding correctly:
Refresh the page.
Clear your browser cache and cookies.
Open the portal in a private or incognito browser window.
Try a different web browser.
Try another device.
Disable browser or device autofill tools.7. Disable browser extensions or ad blockers that may interfere with the portal.
Ensure you have a stable internet connection. If possible, switch to a different network to rule out connectivity issues.
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+Non Windows orCmd+Shift+Non Mac).
These steps resolve many common browser-related issues. If the issue persists after completing all steps above, the cause is a backend account or eligibility configuration issue — not a browser problem. Contact Customer Experience with your full name, company name, a description of the specific symptom, and a screenshot of what you see.
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:
Open the video using the direct link provided in your onboarding materials.
Confirm that JavaScript is enabled in your browser.
Clear your browser cache and cookies.
Try a different browser or device.
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:
Refresh the page.
Perform a hard refresh (
Ctrl+F5on Windows orCmd+Shift+Ron Mac) to ensure the latest data is loaded.
Open the portal in Google Chrome using a private or incognito window.
Clear your browser cache and cookies.
Try another device if the issue continues.
Recent enrollments or document reviews may also require additional processing time before updates appear.If your dashboard incorrectly prompts you to shop for coverage despite completing enrollment, this is a known display error. Your enrollment may already be confirmed on the backend, and no further action is required. The dashboard status will update once the issue is resolved.
What should I do if I can't access my account?
If you're unable to sign in:
Verify you're using the email address associated with your Take Command account.
Confirm you're using the correct Take Command portal.
Complete the general browser troubleshooting steps above.
Reset your password via the portal if needed.
If you are an employer/admin, use the employer portal link instead of the employee-specific onboarding link.6. Confirm with your employer that you have been added to the correct, active account — duplicate or inactive account associations can prevent access.
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 if my portal shows a waiver status I did not select?
If your portal shows a Waived status but you did not intentionally choose to waive coverage, the waiver cannot be reversed through the portal. Contact Customer Experience with your name, company name, and a screenshot of the waived status — they can process the reversal manually. Include any context about how the waiver appeared (for example, if you completed onboarding and waive was selected by default, or if you cannot identify when it was submitted).
What if roster status changes are not reflected in the portal after 48+ hours?
If you updated an employee's waiver, enrollment status, or coverage details and the portal still shows the old status more than 48 hours later, this is a backend sync issue — not a browser cache problem. Contact Customer Experience with your company name, the employee's name, the change you made, the date you made it, and the current status shown in the portal.
What should I do if my HRA enrollment options are missing?
If your HRA enrollment options don't appear:
Refresh the page.
Clear your browser cache and cookies.
Open the portal in a private or incognito browser window.
Try another device.
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 should I do if enrollment steps are missing or the flow won't advance?
If you cannot advance past a specific step in the enrollment flow — for example, the annual income step, plan selection, the Family tab, or a confirmation screen — or if buttons disappear after loading:
Refresh the page and try again.
Clear your browser cache and cookies and reload.
Try in a private or incognito window in a different browser.
If the step remains blocked after completing these steps, contact Customer Experience. Enrollment flow blocks that persist across browsers typically indicate a backend eligibility or account configuration issue — not a browser problem.
When contacting Customer Experience, include your full name, company name, the specific step where you are stuck, and a screenshot.If a rejected plan is blocking your ability to enroll in a new one, create or access your HRA Hub account to ensure your portal profile is established. Clear residual application data by correcting the account status before attempting enrollment again.
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.- Gather details such as your browser version, device/OS, and screenshots of the problem before contacting support.
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 full name, company name, a description of the specific issue (for example: which step you are stuck on, which menu option is missing, or what the error message says), and a screenshot of what you see.
What if I get an error when trying to save a change?
Save errors — such as 'There was a problem saving your change' when adding an employee, updating an admin, or editing enrollment details — are backend issues. They are not caused by your browser and will not be resolved by refreshing, clearing cache, or switching browsers.
Contact Customer Experience and include:
Your full name and company name
The specific action you were trying to complete (for example: adding an employee, updating payment method, completing the Family tab)
The exact error message text
A screenshot of the error
What if the portal loads correctly but my proof of coverage won't upload?
If the portal itself is working but you cannot upload a document — for example, the upload fails partway through, you receive a network error, or the upload button stops responding — this is a document submission issue, not a general portal issue.
Try these steps:
Check that your file is in an accepted format (PDF, JPG, or PNG) and is under the file size limit.
Try uploading from a different browser or device.
If the upload fails on all browsers and devices, contact Customer Experience with your full name, company name, and the file format you are trying to upload.
What if my waiver or enrollment status is not updating?
If you submitted a waiver or completed enrollment but your status has not updated after 10 business days, this is not a browser issue. Status sync delays that persist beyond a normal processing window require Customer Experience to investigate.
Contact Customer Experience with your full name, company name, the action you completed, and the date you completed it.
Key takeaway
Enrollment portal issues have two causes: browser settings or cached data (try the troubleshooting steps above), and backend account or eligibility configuration issues (require Customer Experience). If your issue persists across all browsers and devices after completing the steps above, it is a backend issue — contact Customer Experience with your full name, company name, a description of the specific issue, and a screenshot of what you see.