If you're unable to submit a medical expense, the issue is usually related to your available balance, document formatting, file size, or plan eligibility.
Why is the Add Expense button unavailable?
The Add Expense button may not appear if:
Your employer's QSEHRA does not reimburse medical expenses.
Your proof of coverage has not yet been approved.
You don't have an available reimbursement balance.
Your employer’s plan does not allow rollover of unused funds, which may prevent the use of prior-year balances in the current year.
If your available balance is $0, the Add Expense button may be disabled until additional funds become available. Expenses incurred while the balance is $0 remain eligible and can be reimbursed once funds are added to your account. Additionally, you may encounter the error message "You do not have an available allowance during this period," which typically occurs when your current-year balance is $0 or your employer’s plan does not allow rollover of unused funds. If you encounter errors when uploading expenses for a covered dependent, check the following:
Confirm that the dependent is added and marked as covered in the portal.
Verify that their coverage details are current for the applicable plan year.
Ensure that proof of coverage is on file. Correct any missing or incorrect dependent information to enable expense submission.
Why won't my documents upload?
Error: "There was a problem submitting this expense. Please check all fields and file type and try again."
This error may be caused by issues with your internet browser or session. To resolve it, follow these steps:
Clear your browser’s cache and try again.
Use a different browser, such as Chrome, Firefox, or Safari.
Perform a hard refresh (e.g., press
Ctrl + F5on Windows orCmd + Shift + Ron Mac).Open the page in an incognito or private browsing window.
If possible, try submitting the expense from a different device.
If the issue persists, take a screenshot of the error message and contact support for further assistance.
Upload failures commonly occur because:
The file is larger than 10 MB.
The file type isn't supported.
Multiple documents haven't been combined into a single file.
Accepted file types are:
PDF
PNG
JPEG
Why was my submission rejected?
Common reasons include:
Missing documentation
Missing date of service
Missing patient information
Expenses from multiple service dates submitted together
Expenses from a closed plan year
Review the request and submit any additional documentation requested.
What should I do if I continue having problems?
Verify your internet connection.
Try another browser or device.
Reduce the file size if necessary.
Capture any error messages or screenshots.
Contact Take Command Customer Experience if the issue continues.
Clear your browser’s cache and try again.
Use an incognito or private browsing window.
When does this article not apply?
This article does not explain which medical expenses are eligible for reimbursement.
It applies only to technical or submission-related issues.
Key takeaway
Most submission issues can be resolved by verifying your available balance, uploading a supported file under 10 MB, and ensuring each reimbursement request includes documentation for only one date of service.