Troubleshooting Common Enrollment and Onboarding Issues on Take Command
If you are experiencing difficulties accessing the enrollment portal, onboarding materials, or related features, follow these troubleshooting steps to resolve the most common problems.
General Troubleshooting Steps for Portal Access
If fields aren’t accepting inputs, pages aren’t advancing, or the portal shows outdated statuses, try the following:
Clear Browser Cache and Cookies - Open your browser settings. - Navigate to 'Clear browsing data' options (e.g., chrome://settings/clearBrowserData for Chrome). - Select “Cookies and other site data” and “Cached images and files”. - Set the Time Range to 'All Time' and click “Clear Data”.
Use an Incognito/Private Browsing Window - For Chrome: Go to the menu and select “New Incognito Window” or press
Cmd+Shift+N(Mac) orCtrl+Shift+N(Windows).Switch Devices or Browsers - Try accessing the portal from another device (e.g., desktop instead of mobile). - Switch to a different browser like Google Chrome, Safari, or Firefox if issues persist.
Disable Auto-fill Tools - Turn off browser or device auto-fill features (e.g., Google/Apple/Samsung auto-fill tools), as they can cause compatibility issues on some pages.
Troubleshooting Specific Issues
Onboarding Video Playback Problems
If onboarding videos won’t play, follow these steps:
Open the video in your browser via its direct link (e.g., YouTube or hosted MP4 links in onboarding materials).
Ensure JavaScript is enabled in your browser settings.
Clear your cache and cookies (see instructions in General Troubleshooting).
Try a different browser if the issue persists.
Portal Status Not Updating or Showing ‘Outdated’ Info
For scenarios where the portal shows incorrect status (e.g., “Started Onboarding”):
Refresh the page.
Use Google Chrome and open an incognito/private window.
Clear cache and cookies (see instructions above).
Switch devices if needed.
Issues Related to Account Access
Ensure you are using the correct email address to log in (the one receiving Take Command communications).
If your account is suspended by your employer, you will be unable to access the portal until your employer reinstates your eligibility. Reach out to your employer for resolution in this case.
HRA Enrollment Options Missing
If HRA options don’t appear after resetting your account:
Refresh the page.
Clear cache and cookies.
Use incognito mode.
Switch devices and log in again.
If needed, use an alternative login link provided by support or your employer.
Additional Tips
Ensure that your browser is up to date.
If you cannot reset your password or are not receiving emails, check your spam or junk folder.
Always use the Take Command Platform (not HRA Hub) if given the option.
By following these steps, you should be able to address most issues encountered during the enrollment and onboarding processes on Take Command. If problems persist, contact Take Command support for further assistance.