BEHCA Support Documentation

BEHCA accepts MP4, WebM, and MOV videos up to 100 MB per upload. How video processing works Most videos upload first and are then optimized to 720p by the server. While that work runs, the video row shows Optimization in progress. You can leave the page while it finishes. Videos over 100 MB may be compressed in the browser or mobile app before upload. This can take several minutes. If the compressed file is still over 100 MB, BEHCA will reject it. "Could not be optimized" If optimization fails, the original uploaded video remains available at its original size. Re-uploading retries optimization. If it fails again, try the checks below. Common causes and fixes Unsupported format Supported formats are: - MP4 (.mp4) - WebM (.webm) - MOV (.mov) Convert other formats to MP4 before uploading. HandBrake is one option on a computer. File is too large The upload limit is 100 MB after any pre-upload compression. Trim the video to a shorter clip or export it at a lower resolution, then try again. Connection interrupted Reconnect to a stable network and upload again. Wi-Fi is usually more reliable for large files. App moved to the background On some phones, background restrictions can interrupt a large upload. Keep BEHCA open until the upload finishes. Video codec cannot be processed A supported file extension does not guarantee that the video codec can be optimized. Re-exporting the video as an H.264 MP4 usually resolves this. Temporary processing failure If the video remains in progress for more than an hour, or repeatedly cannot be optimized, contact Support. Mobile troubleshooting If BEHCA closes during an upload: - Update BEHCA to the latest version - Restart the phone - Try a smaller video to determine whether the problem is related to file size If a video appears sideways, rotate it in your phone's video editor and save or export a new copy before uploading it again. Trimming alone does not reliably correct orientation. When to escalate Contact Support with: - The file format - The approximate file size - The time of the failed upload - Whether the video was attached to an Incident Report or Supporting Document Keep the original video in case Support needs it for investigation. Related articles - Adding photos and videos - Uploading large videos - Uploading supporting documents

Troubleshooting

1. Login issues

If you can't get into BEHCA, work through these checks in order. "My password isn't working" 1. Check the region. US and AU are separate. Make sure the region link matches the one you signed up in. 2. Check the email address. Make sure it is the email tied to your account. 3. Try a password reset. Select Forgot your password? and follow the email link. 4. Make sure Caps Lock is off. 5. If your browser or password manager filled the password, try typing it instead. It may have stored an old password. If reset emails don't arrive, see Forgot password not working below. "I signed up with Google or Apple but it's asking for a password" Select Log in with Google or Log in with Apple and use the same email address you used when creating your BEHCA account. You can also set a BEHCA password after signing in, under Account Settings → Change Password. "Forgot password not working" 1. Check spam or junk. Reset emails come from notifications@behca.com. 2. Confirm the email address you entered is associated with your BEHCA account. 3. Wait a few minutes, then request another reset email. 4. Confirm you selected the correct region. If the email still has not arrived after 30 minutes, contact Support. "MFA code isn't working" 1. Check that your phone's date and time are set automatically. Authenticator codes depend on an accurate clock. 2. Use a fresh code. Codes change every 30 seconds. 3. Try a recovery code if you saved one. 4. If you are signed in on the website and still have your authenticator app, you can generate new recovery codes on /mfa/manage — see Setting up Multi-Factor Authentication (MFA). 5. If you do not have a recovery code and cannot sign in, contact Support for help resetting MFA. "It says my account is disabled" A disabled or archived account needs help from your organization's Billing user, Manager, or BEHCA Support. "My session keeps expiring" See “Session expired” errors. Also check that your browser allows cookies for app.behca.com (US) or au.behca.com (Australia), and avoid private browsing for sessions you want to keep signed in. When to contact Support If you have tried the checks above and still cannot sign in, contact Support with: - Your account email address - Your region (US or AU) - The exact message you see - The steps you already tried Related articles - Logging in - Setting up Multi-Factor Authentication (MFA) - Changing your password - “Session expired” errors

Troubleshooting

6. “Session expired” errors

A session-expired message means BEHCA no longer has a valid browser session or mobile sign-in token. Browser sessions Organizations can set a browser inactivity timeout from 30 minutes to 24 hours. The default is 90 minutes. BEHCA shows a warning and gives you 15 minutes to stay signed in before logging out. You may also lose a browser session if: - The BEHCA cookie was deleted or blocked - You closed a private or incognito window - Browser privacy settings or an extension removed the cookie Changing MFA settings does not by itself reset active BEHCA sessions. A server restart, device clock, or signing in on another device is not a documented cause of a BEHCA session expiring. Mobile sessions The mobile app sign-in token is valid for seven days. Web and mobile sessions are separate, so being signed in on the web does not sign in the mobile app. What to do Sign in again. If you have unsaved work in a browser tab: 1. Leave the original tab open. 2. Open BEHCA in another tab and sign in. 3. Return to the original tab and try saving. This may recover the save, but it cannot guarantee that unsaved data will remain available. "I keep getting logged out" on the web Check the organization's timeout Ask a Manager or Billing user what browser inactivity timeout the organization uses. Allow BEHCA cookies BEHCA needs cookies for app.behca.com (US) or au.behca.com (Australia). Do not block all cookies for the site. Avoid private browsing Private windows discard their cookies when the window closes. Check privacy extensions If a privacy or security extension clears site data, allow BEHCA or test in another browser. Sign-in loop If signing in immediately returns you to the login page: 1. Clear BEHCA site data and cookies. 2. Close and reopen the browser. 3. Try signing in again. 4. Try another supported browser. Mobile app keeps asking you to sign in - Update BEHCA to the latest version - Force-close and reopen the app - Sign in again - If the problem continues, reinstall the app When to escalate If a fresh sign-in expires again within a few minutes, contact Support with the device, browser or app version, exact message, and the time it occurred. Related articles - Login issues - Logging in - Multi-Factor Authentication

Getting Started

1. Welcome to BEHCA

BEHCA is a behavioral health care platform for tracking, reporting on, and sharing the day-to-day care of the people you support. What you can do with BEHCA There are three things most people use BEHCA for, every day: - Track daily — log behaviors, environment, health, medications, and notes for each person you support. - Log incidents — record incident reports with photos, videos, witnesses, injuries, and follow-ups. - Run reports — see patterns across days, weeks, and months in the dashboard, and export PDFs for clinicians, families, and agencies. Who BEHCA is for - Families caring for a child or adult at home. - Providers — group homes, day programs, in-home support agencies, and clinics. - Schools tracking students with individualized support plans. - The person being supported themselves, when they're tracking their own data (we call this "self-reporting"). You'll see a few different roles inside the app — Billing, Manager, Staff, Guest, and Self-Reporter. We explain each in Understanding roles. Website or mobile app? Both work, and most people use both. - Website (app.behca.com for the United States, or au.behca.com for Australia) — best for setup, billing, managing your team, full reports, and anything you'd rather do on a bigger screen. - Mobile app (iOS and Android) — best for tracking on the go, starting and stopping visits (EVV), and getting push notifications. A few things — like setting up billing or inviting your team — only live on the website. We'll point that out in each article. A note on regions BEHCA runs as a separate service in the United States and in Australia. When you create your account, you choose a region. That choice matters for Australian users in particular because it follows regional data storage requirements — US and AU data stay in their own environments. You can't switch regions later, so pick the one where the people you support actually live. What region does not lock in by itself: - Timezone and imperial vs metric units come from your account preferences (and each profile also has its own tracking timezone based on location). See Account preferences. - Weather is based on each profile's location, not on which regional app you signed into. Common questions - Do I have to pay if I was invited by someone else? — No. If a manager invited you, your account is free. See I was invited — how to accept. - Can I try BEHCA before paying? — Yes, there's a 30-day free trial. A credit card is required to start the trial. See Choosing your plan. - Is my data private? — BEHCA is built for sensitive health information. Only people in your team and people you've explicitly shared profiles with can see your data. Related articles - Choosing your plan - Creating your account - I was invited — how to accept

Profile Reports

2. Reading the audit log

The audit log is the chronological record for a profile — every behavior, health entry, environment entry, comment, incident report, and (when MAR is not tracked separately) medication administration. It is scoped to one profile — the one in the profile switcher. When to use it - Investigating what happened in the lead-up to an incident - Showing the full picture for a period - Catching up on a profile after time away - Checking who logged an entry Where to find it On the web 1. Select the profile in the profile switcher. 2. Open Analyze, then choose Audit Log in the profile strip. On a phone or small screen (website) Use a web browser. Open Analyze → Audit Log. A larger screen is easier for long lists and filters. On the mobile app Tap Analyze, then open the Audit Log. What you’ll see Entries are grouped by date, most recent first. Each entry shows: - The category and item — for example a behavior, a health entry, an environment factor, or an incident report — with its value, duration, and time where they apply - Who logged it — the staff member’s name, or a self-reported marker when the person logged it themselves - Related notes — comments attached to an entry appear with it. Standalone progress notes (including EVV check-out notes) appear as their own entries Filtering At the top of the page: - Date range — arrows, or click the dates to pick a start and end. The list reloads when you finish (there is no Update button). Audit Log defaults to the last 7 days and shares that range with MAR Reporting. You can pick up to three months. - Search — type a keyword; matching entries filter as you type. Clear the box with the ×. - Category chips — turn categories on or off. Use All / Clear to switch everything on or off at once. The categories available depend on the profile, and commonly include: - Behavior categories — Desirable, Warning, Challenging, Intervention Strategies, and any custom categories (names follow your organization’s labels) - Environment — General Environment, Schedule Changes, External Influences - Health Challenges, Overall Health, Food, Digestion - Medications — when MAR is not on for the profile (with MAR on, administrations live on MAR Reporting) - Activity — sleep, exercise, water, weight, blood pressure, and similar - Self-Reporting - Progress Notes - Incident Reports - Comments Combine filters — for example all Behavior entries in the last week containing “aggression”. Edits and deletions - Edited entries — the audit log does not show the original (pre-edit) value. It does record who made the change and when on comments. - Deleted entries — deleted items do not appear in the audit log. Exporting Apply your filters first — the export uses them. The audit log exports as: - PDF — a formatted document of the filtered entries with their notes - XLS — a spreadsheet See Exporting PDF reports and Spreadsheet exports. Tips - Filter before scrolling. Unfiltered logs are long. - Use a focused date range. Most questions are about a specific period. - Watch for gaps. A day with no entries on a normally busy profile may be a logging gap. Common questions - Why is the audit log so long? — You’re looking at all categories over a wide range. Add filters or narrow the dates. - Can I see who edited an entry? — The log records who made the change and when; it doesn’t show the original value. - Can a Guest see the audit log? — Yes, for profiles they have access to. Related articles - Dashboard overview - MAR reporting - Date ranges - Exporting PDF reports - Spreadsheet exports

Your Account

4. Notification preferences

You control your own notifications from Account Settings. The toggles there are the notifications you can turn on and off yourself. Where to find them On the web 1. Sign in and open Account Settings (click your initials or avatar, top-right). 2. Scroll to the Notifications section and flip the toggles. Changes apply immediately — there's no separate Save. On mobile Open the Account screen and find the same notification toggles. The toggles - Enable email notifications — Turn this off to stop receiving email alerts (push notifications will still be sent). This is a blanket switch for your account's email alerts. - Enable notifications if MAR administration is missed — Turning this off mutes missed MAR push and in-app bell notifications from all profiles. - Enable notifications if MAR administration is refused or differs — Turning this off mutes those push and in-app bell alerts from all profiles. - Enable daily email reminders if no data is tracked — Sends a daily reminder for any profiles that didn't have anything tracked for the day. Common questions - If I turn off email notifications, do I stop getting everything? — It turns off your email alerts. Push notifications can still be sent to the mobile app. Critical flows you trigger yourself (like a password reset) may still email you. - The MAR toggles say "all profiles" — is that right? — Yes. The two MAR toggles apply across every profile you can see, not per-profile. - I turned a toggle off but a teammate still gets that alert. — Each person controls their own toggles, so your settings only affect you. Related articles - Updating your account settings

BEHCA Support Documentation

Getting Started

Profiles

Documents

Daily Tracking

Medications

Incident Reports

Profile Reports

Scheduling

Electronic Visit Verification

Admin Reports

Managing Your Team

Mobile App

Billing

Your Account

Troubleshooting

Messages

4. Video upload errors

1. Login issues

6. “Session expired” errors

1. Welcome to BEHCA

2. Reading the audit log

4. Notification preferences