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. This article also covers recurring premium submission and compliance holds that block reimbursements.
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 — prior-year balances cannot be used in the current year.
Your available balance for this period is $0 — all approved claims have used your full allowance for the month or year. This is expected behavior, not a system error. Expenses incurred while your balance is $0 are still eligible: you can resubmit them once new funds become available (e.g., at the start of the next month or plan 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:
If none of the above explain why the button is missing and your balance shows as available, this is a backend configuration issue — contact Customer Experience with your name, company name, and a screenshot of your portal. Do not spend time on browser troubleshooting; the Add Expense button availability is determined by account configuration, not browser state.
My premium reimbursement isn't appearing after I uploaded proof of coverage
Uploading proof of coverage verifies your coverage — it does not automatically create a recurring premium reimbursement. You need to submit a separate recurring premium request:
Log in to your Member Portal and navigate to the Reimbursements section.
Click Add Monthly Premium (not Add Expense — that button is for one-time medical expenses, not premiums).
Enter your monthly premium amount, start date, and upload your insurance billing statement showing the premium amount.
Click Submit. The recurring premium will be included in each month's reimbursement report once approved.
Changed your premium amount at renewal? Update it manually in the portal — it does not update automatically when your plan renews. Go to Reimbursements → find your existing recurring premium → click the three dots (…) → select Edit. If Edit is greyed out or missing, contact Customer Experience.
My account shows a compliance hold or non-compliant status blocking reimbursements
If your portal shows a compliance hold or non-compliant status, or if the Add Expense button is disabled with a compliance-related message, the most common causes are:
Proof of coverage not yet approved — expense submission is blocked until your coverage is verified. Check the status under the Health Insurance section. If it shows Pending or In Review, wait for the review to complete (typically 7–10 business days).
Proof of coverage was declined — a decline reason should appear in your portal. Correct the issue and resubmit the document.
Coverage lapsed or changed to a non-qualifying plan — your compliance status will show as non-compliant until new qualifying coverage is verified. Contact Customer Experience if you're unsure what triggered the hold.
If none of these explain the hold and your balance shows as available, contact Customer Experience with your name, company name, and a screenshot of your portal status.
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.
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.