If you cannot see plans or encounter errors while shopping for health insurance in HRA Hub, it is usually due to enrollment timing, missing profile information, or eligibility restrictions, and these issues can typically be resolved by completing required setup steps or confirming your enrollment status.
Why you may not see health plans or options
Missing plans usually mean the shopping session is not fully active
The “Shop for Health Insurance” feature only works when all required conditions are met. If something is missing, the system may hide plans or show errors instead of options.
Common reasons plans are missing or not loading
1. You are outside an active enrollment window
Plan browsing may be restricted if:
Open Enrollment has not started
Your Qualifying Life Event (QLE) has not been approved
Your employer has not opened the plan year
When this happens:
❌ No plans will appear
❌ Shopping tools may be disabled
2. Your profile setup is incomplete
Plans may not load if required information is missing, including:
Home address or ZIP code
Date of birth
Dependent information
Household size or income inputs (if required)
Without full profile data:
The system cannot calculate eligible plans
Plan results will not display correctly
3. You have not completed enrollment access setup
Access may be blocked if:
You have not accepted your enrollment invite
Your employer has not fully activated your account
Your login is not linked to the correct HRA Hub portal
4. Employer plan setup is not finalized
Plan availability depends on employer configuration. Issues may occur if:
Employer has not completed plan year setup
Employee class assignment is missing
HRA benefit is not active for your profile
5. Browser or technical issues
Plans may fail to load due to:
Cached browser data
Unsupported browser versions
Network interruptions
Temporary system load or updates
6. Eligibility restrictions apply
You may see limited or no plans if:
You are not eligible for HRA participation
Medicaid status is detected (in some configurations)
Medicare settings are misconfigured
Your coverage selection requires a QLE workflow
Step-by-step troubleshooting guide
Step 1: Confirm you are in the correct enrollment period
Check whether Open Enrollment is active
Confirm whether your QLE has been approved (if applicable)
Verify your employer has activated your plan year
If none are active:
Shopping will not be available
Step 2: Complete your profile information
Log in to HRA Hub
Open “My Info” or profile section
Confirm:
Address and ZIP code
Household members
DOB and personal details
Save updates and refresh the shopping page
Step 3: Verify your account access
Log out of HRA Hub
Log back in using the correct portal
Confirm you are in HRA Hub (not legacy Take Command platform)
Reset password if login issues persist
Step 4: Clear browser or device issues
Clear browser cache and cookies
Try an incognito/private window
Switch to a supported browser (Chrome recommended)
Try a different device if issues persist
Step 5: Confirm employer and enrollment setup
If issues continue:
Confirm your employer has added you to the roster
Confirm your HRA benefit is active
Ensure you received and completed the onboarding email steps