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.
Seeing ‘There is an issue with your HRA’, ‘Something went wrong’, a blank portal, or a persistent spinning screen across all browsers and devices? Skip the troubleshooting steps below and go directly to ‘If none of these steps resolve the issue’ at the bottom of this article — these are backend account configuration problems that browser troubleshooting cannot fix.
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.
If your portal shows only one carrier (such as only Ambetter) or is missing specific carriers you expected, see 'Missing or limited carrier options' below.
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
Missing or limited carrier options
If only one carrier (for example, only Ambetter) appears when you expect more options:
Carrier availability is based on your ZIP code and county — some areas have limited on-exchange carrier options.
Confirm your ZIP code and county are entered correctly in your profile — an incorrect ZIP can restrict plan availability.
State-run Marketplaces (California, Colorado, New York, and others) route purchases directly through the state exchange. If your state uses a state Marketplace, Take Command may show limited options for on-exchange plans. You can still shop on your state exchange directly and upload proof of coverage afterward.
If you expected a specific carrier and it is not available, contact Customer Experience — they can confirm whether that carrier is available in your area or assist with an off-exchange purchase path.
What if the QLE workflow is needed but not visible?
If you need to shop for a new plan after a Qualifying Life Event (marriage, birth, new job, loss of prior coverage) but the QLE option is not visible:
Navigate to Health Insurance → the QLE option should appear if your account is eligible.
If QLE is not visible: your employer may need to approve your event first, or your account may need a backend update. Contact Customer Experience with your event type, event date, and a screenshot of your portal.
Note: The 60-day window to shop after a QLE begins from the date of the event, not the date of approval. Contact Customer Experience promptly if your window is at risk of closing.
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
If none of these steps resolve the issue
If all five steps above are complete and plans are still not showing or you are still receiving errors, the issue is a backend account or configuration problem that requires manual intervention. Browser troubleshooting cannot fix backend eligibility or setup issues.
Persistent errors such as 'Something went wrong,' 'There is an issue with your HRA,' or plans that disappear immediately after loading all indicate backend issues — not browser problems.
Contact Customer Experience (CX) and include your name, employer name, a description of the specific error, and a screenshot of what you see in the portal.