This article covers common issues with account setup, password resets, proof of coverage uploads, and waiver submissions in the Take Command portal (HRA Hub). Select the section that matches your issue.
If your upload option, Edit button, or Health Insurance section is missing or greyed out — skip to 'Upload option not visible or greyed out' below. Browser troubleshooting will not resolve these issues.
Cannot create an account or log in
No welcome email received after being added by your employer. Check spam/junk first. If not there, your employer may have entered your email incorrectly — ask your HR administrator to verify the address on file. If confirmed correct, contact Customer Experience.
Password reset email not arriving. Check spam/junk. Make sure you are entering the email registered with your employer. If you have clicked 'Forgot Password' multiple times and see a 'try again later' message, wait 30 minutes — rate limiting is a security measure. If the issue persists, contact Customer Experience with your full name and employer name.
Welcome email received after waiving coverage. This is expected — your employer may have your status set to 'Invited.' You can ignore the email or contact Customer Experience to update your status.
Received an unexpected email about a premium payment or application you didn't initiate. No action required — these are typically system notifications sent in error. If you are unsure, contact Customer Experience to confirm no action is needed on your account.
Upload option not visible or greyed out
If the Health Insurance section, 'I Already Have a Plan,' 'Monthly Premium,' or the POC upload button is not visible or is greyed out:
Check that your proof of coverage has not already been approved — if it was, you may not need to re-upload.
The upload path may require selecting: Health Insurance tab → 'I Already Have a Plan' or equivalent first.
If the Health Insurance tab is missing entirely, this is a backend eligibility configuration issue — browser troubleshooting will not fix it. Contact Customer Experience with your name, employer name, and a screenshot.
If you are in a 'Currently Shopping' state, complete or exit the shopping flow before the upload path becomes available.
If the Edit button is greyed out because your plan's end date hasn't passed yet, wait until the end date lapses. If it is greyed out for any other reason, contact Customer Experience — they can clear the status manually.
Upload option not visible or greyed out
If you cannot find the upload option (Health Insurance section, 'I Already Have a Plan', 'Monthly Premium', or POC upload button):
Confirm your proof of coverage has not already been approved — if it was, you may not need to re-upload.
The upload section may only appear after you select the correct path: Health Insurance tab → 'I Already Have a Plan' or equivalent.
If the Health Insurance tab is missing entirely, this is a backend eligibility configuration issue — contact Customer Experience with your name, employer name, and a screenshot.
If you are in a 'Currently Shopping' state, you may need to complete or exit the shopping flow before the upload path becomes available.
Waiver and coverage declination troubleshooting
If you need to waive coverage but the waiver option is not visible or accessible:
The waiver option is only available during your enrollment window — it will not appear outside of active Open Enrollment or QLE periods.
If your coverage already shows as 'waived' and you did not intend this, the status cannot be reversed through the portal. Contact Customer Experience — they can process the reversal manually.
If you received a welcome email unexpectedly after waiving, your employer may have your status set to 'Invited'. You may ignore the email or contact Customer Experience to update your status.
Password reset rate limiting — 'try again later' error
If you click Forgot Password multiple times and receive a 'try again later' message, the system has temporarily rate-limited password reset requests from your account. This is a security measure.
Wait at least 30 minutes before attempting another reset. If after 30 minutes the reset email still does not arrive, check that you are using the correct email address — try any other address you may have used with your employer. If the issue persists, contact Customer Experience with your full name and employer name. They can verify the email address registered to your account and manually trigger the reset process.
Recurring premium: editing or canceling when end-date is greyed out
If you need to change your premium amount, coverage end date, or carrier, and the Edit or end-date field is greyed out in the portal:
Cancel the existing recurring premium entry entirely.
Upload updated proof of coverage showing the new premium amount, carrier, or coverage dates.
Wait for the updated proof to be approved.
Create a new recurring premium entry with the corrected information and start date.
If the Cancel option itself is not visible (the entry may be in Pending or Under Review state), wait until the status updates, then try again. If it remains blocked, contact Customer Experience — they can remove the entry and help you set up the corrected recurring premium.
Document in a foreign language — can I still submit it?
Proof of coverage submitted to Take Command for domestic (U.S.-based) HRA plans must be in English or include an English-language translation. Documents in other languages will typically be rejected during compliance review. If your plan documentation is not in English, provide an English-language summary or contact your carrier for an English version before submitting.
How to upload proof of coverage
Waiver and coverage declination
Waiver option not visible. The waiver option only appears during an active Open Enrollment or QLE window. Outside of those periods, it will not appear.
Coverage accidentally shows as waived. This cannot be reversed through the portal. Contact Customer Experience — they can process the reversal manually.
Want to waive coverage through the welcome email. Click 'Get Started' in the welcome email, choose 'Waive Coverage' in the enrollment section, follow the steps, and save a screenshot of the confirmation for your records.