BEHCA Support Documentation

A company data export is a ZIP file of your organization's BEHCA data. It is not something you generate from Analyze, Admin Reports, or Organization Settings. BEHCA prepares it when your organization needs a full export (for example before canceling, during a transition, or at your request). This article is for Billing users who were chosen to receive that download. Requesting an export Contact Support (or your BEHCA account contact) and say you need a company data export. Tell them which organization and, if you have more than one billing user, who should receive the download link. Self-serve exports inside BEHCA (PDF, XLS, CSV) cover specific reports and profiles — see Spreadsheet exports, Exporting PDF reports, and Exports from Admin Reports. The company ZIP is the all-in-one package when you need everything at once. When the export is ready BEHCA shares the file with one billing user per export (even if your organization has several billing users). 1. Email — You may receive a message that the export is ready, with a link to Account Settings. 2. Account Settings (website) — Sign in at app.behca.com (US) or au.behca.com (Australia). Open your initials (or avatar) → Account Settings. A notice at the top of the page names your organization and shows when the download expires. 3. Download — Click Download while the notice is visible. The mobile app does not offer this download — use the website. One-time link and expiry - Each export uses a one-time download link. After a successful download, that link will not work again for the same export. - The link is available for 7 days after BEHCA makes it available. If it expires or you already used it, contact Support if you still need the file. Treat the ZIP like any other confidential export — store and share it only with people who are allowed to see your organization's data. Common questions - I'm a billing user but I don't see a notice. — Only the billing user selected for that export gets the link. Ask Support who was designated, or request a new share. - Can I get another copy? — After a one-time download or after 7 days, contact Support to arrange a new export or share. - What's in the ZIP? — Contents depend on what BEHCA included for your request. Ask Support if you need a specific scope before the export is built. Related articles - Canceling your subscription — plan ahead if you need data before canceling - Spreadsheet exports - Updating your account settings — where the download notice appears

Profiles

6. Profile Billing Details and authorized hours

Use Profile → Billing Details when your organization has Scheduling, EVV, or both. Managers edit these fields; other roles may see read-only totals. Fields save automatically. This tab is separate from your organization's subscription billing (Stripe). It is per profile — codes and limits for that person's scheduled work, timesheets, and EVV visits. Service codes and Client ID 1. Create codes under Scheduling or EVV → Service Codes. See Configuring service codes for Scheduling. 2. On Billing Details, select Medical/Service Codes for this profile. 3. Enter Client ID if your payer or export needs it. It appears on hours exports and EVV files. Assigned codes also control which services appear when you schedule shifts for this profile. A service code is a billable service type your organization defines on Service Codes (for example Personal care or Community access). Staff choose a code when they clock time or start an EVV visit. On Billing Details, each code you assign to the profile can have its own monthly hour or mileage limit. Monthly caps — Scheduling only vs EVV Scheduling without EVV - Authorized Hours Each Month — one cap for the whole profile (Hours Available). Clocked time (timesheets) counts against it each calendar month. - Hours Tracked — progress bar for the current month (resets on the first of the month). - With multiple codes assigned, you can also set Hours by Service Code — a separate monthly cap per code. EVV on the plan (with or without Scheduling) - Under each assigned code on Billing Details, set Hours Available and (for mileage codes) Mileage Available. Finished visits for that code count only against that code's bar — not against a single total for the whole profile. - Low Billing Limits Alert — optional notice when a code has fewer than 20 billable hours or 50 billable miles left in the month. - Block EVVs When Limit Exceeded — optional. When on, staff and guests cannot start a new EVV visit if that code’s monthly hours or mileage cap is used up. Managers are not blocked. When EVV is on, BEHCA does not show the single profile-wide Authorized Hours Each Month field. Use per-code caps instead. Where caps show up elsewhere - Team Billing — By client compares worked time this month to these caps (Client utilization). See Hours worked and billing summary. - Team Schedule — published hours for the week can trigger Authorized-hours under Needs attention when scheduling is close to the monthly cap. See Reviewing Team Schedule and conflicts. If profile-wide Authorized Hours is zero on a scheduling-only plan, BEHCA can use the sum of per-code Hours Available values when checking the schedule. Common questions - I don't see Billing Details. — Your plan may not include Scheduling or EVV, or you are not a Manager. - Where do I create service codes? — Service Codes under Scheduling or EVV, not on the profile tab itself. Related articles - Editing profile details - Creating a new profile - Configuring service codes for Scheduling - What EVV is and when you need it

Troubleshooting

4. Video upload errors

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

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

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

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