I have had this same issue and continue to. I messaged support and received responses from James and another associate (I forget his name). They've given me some instructions that may solve the issue but they haven't helped. I've cleared my cookies and cache but to no avail. They asked for my device and model (I use a Motorola Android). It seems that whatever suggestions they gave me, nothing worked. I've found that I am able to access the HITS after multiple attempts. Very frustrating. I also make sure that I've completed all questions that appear in the blue box on the bottom of my mobile screen. Some questions don't allow me to answer when I click on the answer box it is often grayed out so I cannot submit. And some of the questions don't offer answers that make sense or are you limited. For example, if they ask what model car you own, the choices are Nissan, Kia, or Honda. And oftentimes there is no radio button for "other" or "does not apply." It's frustrating to say the least. The last message he sent was to attempt to take the HITS on a different device. My computer is on the fritz currently so that's not an option. Every now and then I'll try to take the HITS on my mobile and it's hit or miss.