Need to contact Customer Experience? To speed up your case, have these ready before you reach out: your full name and company name, your plan year and enrollment status, a description of what looks wrong (for example: Health Insurance tab missing, allowance showing $0, enrollment stuck in Pending), a screenshot of what you see in the portal, and your carrier name and member ID if the issue involves a carrier discrepancy. CX resolves most plan issues faster when this information is included in your first message.
If your health plan information doesn't look correct, it's usually caused by pending document reviews, enrollment processing, dashboard filters, or temporary synchronization delays. Some issues resolve automatically once processing is complete, while others — such as a missing Health Insurance tab, shopping failures, or prolonged enrollment delays — require Customer Experience to resolve directly.
Is your issue a backend configuration problem? If your Health Insurance tab or portal sections are completely missing, plan options are greyed out, your allowance shows $0 after enrollment is confirmed, or your enrollment status has been Pending for more than 10 business days — these cannot be resolved through self-service steps. Skip the troubleshooting below and contact Customer Experience directly with: your full name, company name, your plan year and enrollment status, a description of what looks wrong (e.g., "Health Insurance tab missing", "allowance showing $0", "enrollment stuck in Pending"), and a screenshot of what you see. Including your carrier name and member ID will help if the issue involves a carrier discrepancy.
Why is my health plan missing or incorrect?
Health plan information may appear incorrect for several reasons.
Your proof of coverage is still being reviewed
If you recently uploaded proof of coverage or enrollment documents, your plan will not update until the review is complete.
Once your documents are approved, your health plan information updates automatically.
Your enrollment is still processing
After enrolling in or renewing a health plan, your insurance carrier or Marketplace may still be processing your enrollment.
While processing is underway, you may see statuses such as:
Pending
In Progress
Your plan information will update once enrollment is finalized.
If your enrollment has remained in Pending or In Progress status for more than 10 business days, contact Customer Experience — prolonged delays typically indicate a carrier-level processing issue or a compliance hold that requires Take Command to escalate directly. Include your full name, company name, your enrollment date, and the current status shown in your portal.
Dashboard filters are hiding your information
Incorrect filters may prevent plans or employees from appearing.
Verify that you have selected:
The correct plan year
The correct employee class (employers)
The appropriate enrollment status
All dependents, if applicable
Multiple plans are displayed
During enrollment or renewal, it's normal to temporarily see more than one health plan.
Only one plan is associated with your active enrollment.
If duplicate plans remain after enrollment is complete, contact Take Command Customer Experience (CX).
Edit button greyed out after plan cancellation or past end date
If the Edit button remains greyed out even after your stated plan end date has passed, or after you cancelled an old plan and purchased a new one, this is an account-level status constraint — not a browser or timing issue. The button does not automatically unlock when a coverage end date passes; it requires Customer Experience to clear the status on your account.
Contact Customer Experience and include:
Your full name and company name
The end date shown for your current plan
A screenshot of the greyed-out Edit button
Whether you have a new plan ready to add
CX can manually clear the status constraint and restore edit access so you can add your updated plan details.
Employer and employee portals show different information
Employer and employee dashboards may temporarily display different information while updates synchronize.
If this happens:
Refresh the page.
Sign out and back in.
Allow additional processing time.
If instructed by Customer Experience, employers may also need to reactivate the employee's record.
The Health Insurance tab or section is missing from your portal
If the Health Insurance section is not visible in your portal navigation at all — rather than being filtered or temporarily hidden — this is a backend eligibility or account activation issue, not a dashboard filter or browser problem.
Dashboard filter changes and browser troubleshooting will not make this section reappear. Contact Customer Experience and provide your full name, company name, and a screenshot of your portal navigation.
No plans appear when shopping, or the plan selection option is unavailable
If you can access the Health Insurance section but no plans display when searching — or the option to choose or select a plan is greyed out or missing — this is typically caused by an eligibility configuration that has not been fully activated on your account.
If you selected the “upload existing coverage” path during onboarding, you won’t see shopping options. Navigate back through the onboarding steps and choose the shopping option instead.
Contact Customer Experience — a representative will need to verify your eligibility settings before plans can appear.
Open Enrollment Period
Health plan shopping is only available during your employer’s designated open enrollment window. If you attempt to shop outside this period, the portal will not display plan options.
Special Enrollment Period (SEP)
Outside of open enrollment, you must qualify for a SEP triggered by a Qualifying Life Event (QLE), such as losing other coverage, marriage, or birth. Ensure you’ve uploaded any required QLE documentation to activate your SEP.
Future Eligibility Dates
If your benefits eligibility date is in the future, you won’t be able to shop for plans until the month prior to your eligibility date. For example, if your eligibility begins on February 1, you can shop starting in January.
Employer-Specific Rules
Some employers may have specific configurations, such as a 90-day waiting period for benefits. During this time, plan options will not be visible.
Plan Start Date Restrictions
Employees can only select plans with an effective date of February 1 through the portal. For coverage starting January 1, you must purchase a plan directly through the public marketplace or a carrier and upload proof of coverage.
How do I troubleshoot incorrect plan information?
Follow these steps before contacting support.
Step 1: Verify your enrollment status
Confirm your enrollment status and plan year.
Employees can review their enrollment in the member portal.
Employers can review enrollment through the employee roster.
Step 2: Complete any outstanding requests
Ensure all required personal and eligibility details (e.g., date of birth, address, employment status) are complete and accurate in your profile. Missing information can prevent plan options from appearing.
Look for requests to provide:
Proof of coverage
Dependent verification
Enrollment documentation
Missing documentation can prevent your plan information from updating.
Step 3: Refresh your account
Try the following:
Sign out and back in.
Refresh the page.
Clear your browser cache and cookies.
Perform a hard refresh to reload the page without cached content. For example:
Chrome (Windows): Ctrl + F5
Chrome (Mac): Cmd + Shift + R
Firefox (Windows): Ctrl + F5
Firefox (Mac): Cmd + Shift + R
Safari (Mac): Option + Cmd + E to clear cache, then Cmd + R to refresh
Edge (Windows): Ctrl + F5 or Ctrl + click Refresh
Try using a different browser or device to identify if the issue is browser- or device-specific.
Use Incognito/Private Browsing Mode to disable extensions and cached data that might interfere with the portal.
Step 4: Allow additional processing time
Recent enrollments, renewals, and document uploads may require additional time before information appears correctly.
Step 5: Contact Customer Experience
To help resolve your issue faster, include:
Your full name and company name
Your plan year and enrollment status
A description of what is missing or incorrect — for example: Health Insurance tab not visible, allowance showing $0, enrollment showing Pending for more than 10 business days, duplicate plans not clearing, or carrier reports coverage was cancelled but portal shows active
A screenshot of what you currently see in the portal
Your carrier name and member ID, if your issue involves a carrier discrepancy or missing insurance card
If your information is still incorrect after completing these steps, contact Take Command Customer Experience (CX) for assistance.
Frequently asked questions
Why isn't my health plan showing?
The most common causes are:
Pending document review
Enrollment processing
Dashboard filters
Why do I see more than one health plan?
Multiple plans may temporarily appear while enrollment or renewal is processing. If more than one plan remains after your enrollment is finalized, contact Customer Experience to confirm which plan is active and remove any duplicate records.
Only one plan is tied to your active enrollment.
Why does my employer see different information?
Employer and employee dashboards may temporarily display different information while updates synchronize.
Why is my enrollment still pending?
A pending status means your enrollment has been received but verification or carrier processing is not yet complete. If the status has not changed after 10 business days, contact Customer Experience and ask them to check for outstanding document requests, compliance holds, or carrier-side processing issues — these are the most common causes of prolonged delays and require Take Command to investigate and escalate directly.
My insurance card or welcome letter hasn't arrived
Insurance cards, member IDs, and welcome letters are issued directly by your insurance carrier, not by Take Command. If you have not received them after your enrollment is confirmed, contact your carrier directly. Customer Experience can provide your carrier's contact information if needed.
My insurance carrier isn't listed in the portal dropdown
If your carrier is not in the dropdown list, select Other and enter your carrier name manually. If the Other option is also not available or not displaying, this is a backend eligibility configuration issue. Contact Customer Experience and include your carrier name, a description of what options are and are not visible in the dropdown, and a screenshot of the carrier selection screen.
Carrier not in the portal dropdown (e.g., Cigna not listed)
If your insurance carrier does not appear in the portal's carrier/provider dropdown, select Other and enter your carrier name manually. This is the standard workaround and does not affect your submission or compliance review. Common carriers that may not appear include Cigna, Oscar, and some regional plans — selecting Other works for all of these.
If the Other option is also absent or the dropdown itself is not loading, this is a backend configuration issue that cannot be resolved through self-service. Contact Customer Experience with: your carrier name, a description of which options do and do not appear in the dropdown, and a screenshot of the carrier selection screen. Do not delay reaching out — CX can manually enter your carrier information on your behalf so your submission is not blocked.
The portal shows my plan as active, but my carrier says coverage was cancelled or changed
The portal reflects information provided by your insurance carrier. If your carrier has independently cancelled, modified, or placed your coverage on hold — for example, due to a missed payment — that change may not appear in the Take Command portal immediately. Contact Customer Experience so they can reconcile your status with the carrier.
Why does the portal show my plan as active but my carrier says coverage is cancelled or I can't re-enroll?
If your carrier has independently cancelled your plan — for example, due to a missed payment — the Take Command portal may still show your plan as active. This mismatch can also block re-enrollment, because the portal believes your current plan is still in force.
Self-service troubleshooting will not resolve this. Contact Customer Experience with:
Your carrier name and the reason they provided for the cancellation
Your member ID or policy number
A screenshot of your current portal enrollment status
CX will reconcile your status with the carrier and clear the portal so you can proceed with re-enrollment.
Why does my monthly allowance or premium cost show as $0 or blank?
A $0 or blank amount for your allowance or premium is typically caused by one of the following:
A sync delay following recent enrollment or a plan change — the amount usually updates once your enrollment is confirmed and your employer's configuration is applied.
Your employer's allowance amount has not yet been configured for your employee class or plan year.
Your plan has a $0 employee cost for your specific coverage tier.
If the amount remains $0 or blank after your enrollment is confirmed, contact Customer Experience with your full name, company name, and a screenshot of the amount shown.
My $0 balance is caused by claims already exceeding my allowance
If your current year balance shows $0 but you have an active monthly allowance, the most likely cause is that your submitted or queued claims — including recurring premium claims not yet reimbursed this cycle — have already consumed your available year-to-date credits.
To check: review your claims in the member portal and add up approved and pending recurring premiums against your annual allowance. If the total matches your allowance, the $0 balance is correct.
If you believe the total does not add up correctly, contact Customer Experience with your full name, company name, and a screenshot of your claims list and current balance.
The option to indicate I already have a plan is not showing during enrollment
If the option to select or indicate that you already have a health plan does not appear during the enrollment flow, this is typically a backend eligibility or configuration issue — not a browser problem. Contact Customer Experience with your full name, company name, and a description of what options you do and do not see in the enrollment flow.
My account is only showing Medicare plan options
If your enrollment flow is only displaying Medicare plans — and you expect to see individual or employer-sponsored plan options — your account may have a Medicare eligibility flag that needs to be adjusted. This is a backend configuration issue and cannot be resolved through self-service.
Contact Customer Experience with your full name, company name, and a description of which plan options are and are not appearing in your enrollment flow.
An employee I added isn't appearing in the roster
If you recently added an employee and their record is not appearing in the employer roster:
Refresh the page and verify your roster filters are set to show all employees and the correct plan year.
Sign out and back in, then check the roster again.
If the employee is still missing after several hours, contact Customer Experience with your company name and the employee's full name and email address.
Why does my carrier say my coverage is cancelled but the portal shows active?
If the portal shows your enrollment as confirmed but your carrier has no record of your coverage, or your carrier reports that your coverage was cancelled or modified independently — for example, due to a missed payment — these discrepancies cannot be resolved through the portal alone. Contact Customer Experience with your carrier name, member ID (if available), and a description of what your carrier told you. Take Command will reconcile your status directly with the carrier.
I submitted updated proof of coverage but my dependents still aren’t showing
Adding dependents mid-year typically requires a qualifying life event (QLE) — such as a birth, adoption, or marriage. Submitting updated proof of coverage alone may not trigger a coverage update without an active QLE. If your dependents are not appearing after you uploaded updated documents, contact Customer Experience to confirm whether a QLE needs to be initiated for your situation.
Key takeaway
Most missing or incorrect health plan information is caused by document review, enrollment processing, dashboard filters, or temporary synchronization delays. Verify your enrollment, complete any required documentation, and allow processing time before contacting Customer Experience.