BEHCA Support Documentation

Each organization can have one demo profile, named Skyler Sample. It is fictional information for trying BEHCA. It does not use a paid profile allowance, and it does not count toward your plan's profile limit. A new organization gets this profile at signup, along with an Example Group that includes it. You can rename that group. An organization that already existed can add the demo later from Organization Settings. Where you see it Open the profile switcher and choose Skyler Sample. While that profile is open, Demo info (the information icon in the header) says the data is fictional and shows the next reset date. Managers also get a Demo settings link there. On tracking pages, a notice says tracked data, including notes and uploads, will be deleted when the reset is due. Who sees it While Show demo profile is on: - Billing users, Managers, and Staff see it in their profile list. - Guests see it when you share it with them in Manage Team, the same way you share any other profile. See Showing the demo and trying self-reporting. What stays fixed The name, birth date, and the other identity details stay as Skyler Sample. Use fictional information when you try things on this profile. You can still log activity, add notes, and change the demo's own tracking items. The demo cannot be archived, deleted, or copied to another organization. Hide it from Demo Profile settings instead of archiving it. Where it does not show up Company-wide reports leave the demo out: Admin Reports, company data exports, and Team Billing. While the demo is visible, its shifts can still appear on Team Schedule, and its visits on EVV Sessions. Charts you open on the demo itself still include its activity. Missed-medication alerts and the daily "nothing tracked" email are not sent for the demo. Common questions - Is this the same as Book a Demo Appointment? — No. Book a Demo Appointment on the pricing page is a conversation with BEHCA. This profile is inside your organization after you have an account. - Will this use one of my profile seats? — No. Only real profiles count. - We signed up before this existed. — A Manager or Billing user can add it: gear icon → Organization Settings → Demo Profile → Add demo profile. Related articles - Sample data and resets - Showing the demo and trying self-reporting - Creating a new profile - Organization Settings

Demo Profiles

3. Showing the demo and trying self-reporting

Managers and Billing users control whether the demo appears in the profile list, from Organization Settings → Demo Profile. The banner shows Visible or Hidden, and the switch is Show demo profile. Who sees a visible demo - Billing users, Managers, and Staff see it in their profile list. - Guests see it when it is shared with them in Manage Team. Open demo profile turns the switch on, if it was off, and opens the demo. Hiding it The switch saves as soon as you change it. There is no extra confirmation. Turning Show demo profile to No clears the demo's activity, medications, schedule, and uploads, then hides it. Sample data is not put back. Tracking items, team access, and the self-reporting login stay. You need at least one active real profile before the switch will turn off. Until then it stays on, with the note Add an active real profile before hiding the demo. While it is hidden: - People who already have another profile no longer see it in the list. - Someone with no other profile still has it, so they always have something to open. - It shows for everyone again when the organization has no active real profiles left. Add a real profile on this page opens the new-profile form. Try the self-reporting login Set up demo self-reporting login opens the demo's Self-Reporting tab. The page is headed Try self-reporting as Skyler. 1. Turn on Enable self reporting panel. 2. Save a Username and Password. A username is filled in; you can change it. Use lowercase letters, numbers, hyphens, and underscores. 3. Sign in with those credentials in the BEHCA app, or in a private browser window, so your staff session stays open. That login opens only this organization's demo profile. A reset keeps the username, password, and self-reporting settings. You can change the password or turn access off on this tab at any time. Staff who are not managers see a note that a company manager manages this login. Common questions - I hid the demo and the sample activity was gone when I showed it again. — Hiding clears activity. Use Fill with sample data on Demo Profile to put the examples back. See Sample data and resets. - A guest cannot find Skyler. — Share the demo with them in Manage Team while Show demo profile is on. - Can the self-reporting login see our real profiles? — No. It only opens the demo. Related articles - What a demo profile is - Sample data and resets - Getting started as a self-reporter - Organization Settings

Demo Profiles

2. Sample data and resets

A new demo starts empty: Skyler's name, photo, and tracking items, and no activity. Sample history is something you add. Add sample data after signup The welcome message after signup offers two buttons: - Add sample data — fills the demo, then opens it. - Start with an empty demo — leaves it blank. You can fill it later. Add or replace it later Managers and Billing users: gear icon → Organization Settings → Demo Profile. Under Demo data, choose: - Fill with sample data — 30 days of example activity and notes, medications with their doses, and this week's schedule. - Leave it empty — clears activity and leaves the profile blank. The button reads Add sample data when the demo is empty, Replace activity with sample data when it already has some, or Reset demo activity when you chose Leave it empty. Also reset the demo's tracking template undoes changes made on the demo's own tracking items and restores the original ones. Your organization's templates stay as they are. If the demo already has activity, or you checked the tracking-template box, BEHCA asks you to continue before it removes anything. Adding sample data replaces whatever activity is there. It is not added on top. What a reset clears The page lists this next to Next reset: - Each reset clears — activity, medications, schedule, and uploads. Sample data is not added back. - Kept on reset — the tracking template (unless you checked the box above) and team access. The self-reporting username, password, and settings are also kept. The stock photo is restored. The next reset date moves forward 30 days from the reset, or from the last time sample data was added. The 30-day reset Activity resets every 30 days on its own. Next reset on Demo Profile shows the date. The same date is under Demo info on the profile. That automatic reset clears activity and leaves the profile empty. It does not fill sample data again. Add sample data after a reset when you want the examples back. A hidden demo is skipped by the automatic reset. Turning Show demo profile off clears activity at that moment. See Showing the demo and trying self-reporting. Common questions - The sample tracking items don't match our organization's templates. — The demo uses Skyler's tracking items. Changing them on the demo does not change the organization's templates. Also reset the demo's tracking template puts Skyler's items back. - I added notes and they disappeared. — A reset removes notes and uploads along with the other activity. Check Next reset, or whether someone replaced the activity with sample data or turned Show demo profile off. - Can I get the sample incident reports back? — Sample data does not include incident reports. Related articles - What a demo profile is - Showing the demo and trying self-reporting

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 app.behca.au (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

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

Getting Started

2. Choosing your plan

BEHCA pricing is person-centered: you pay for the people you track (profiles), and your organization type determines which feature bundle fits. Current plans, dollar amounts, and feature checklists live on the marketing site—not in this help article. Official pricing page: https://behca.com/pricing/ Use that page to compare plans side by side and click Start Free Trial Today for the tier you need. If you are unsure which column fits your program, use Book a Demo Appointment on the same page or Request A Quote where offered. Australia: Day-to-day work happens at app.behca.au (the Australian app). There is no separate Australian marketing site — compare plans and start a trial from behca.com/pricing, then continue in the AU app after signup. How to choose in one minute You are… Start here on the pricing page A family supporting up to three people at home Family Plan or Family +MAR A school or educational program (often needs a .edu address) Educational Programs A day program or therapy practice (behavior intervention, OT, counseling, etc.) Day Therapy Providers A 24-hour residential or intensive group-home agency 24hr Residential Agencies Each profile in BEHCA is one person you track. Organization plans bill per profile per year (with volume discounts once you grow past six profiles—see the pricing page). Family plans Shown under Family Providers on the pricing page. Family Plan - About $12/month when billed annually (pricing page shows monthly equivalent; you are charged annually). - Up to 3 profiles. - Unlimited guest collaborators (parents, therapists, teachers—guest access only; no Staff/Manager roles). - Daily tracking (behavior, environment, health), weather context, Analyze dashboard, and notes. Family +MAR - About $16/month when billed annually. - Everything in Family Plan, plus MAR (medication administration tracking and alerts). Families who need a full care team (Managers, Staff, Groups, EVV) should look at an organization column on the pricing page instead of Family. Organization plans (schools and agencies) All three organization tiers on the pricing page include, among other things: - Pricing discounts for plans beyond six profiles - Unlimited collaborators (team and guest management) - Behavior, environment, and health tracking - Automatic weather context - Customizable Analyze dashboard - General notes - Staff notifications and reminders - Incident reporting with supervisor reviews - Groups, team, and guest management Support hours and add-ons differ by tier: Educational Programs Best for: primary/secondary schools, ASD and IDD-focused programs, after-hours care. - Starts at about $89 per profile per year (billed annually). - 8AM–4PM (PST) support hours. - Requires proof of a .edu address (noted on the pricing page). Does not list MAR or EVV on the public feature list—confirm on the pricing page before you assume medication or visit verification is included. Day Therapy Providers Best for: behavior interventionists, occupational therapists, family counselors, and similar day-service providers. - Starts at about $159 per profile per year (billed annually). - 8AM–4PM (PST) support hours. - Includes MAR medication tracking with alerts. 24hr Residential Agencies Best for: group homes, residential care, intensive 24-hour I/DD support. - Starts at about $199 per profile per year (billed annually). - Priority 24/7 support - MAR medication tracking with alerts - Electronic Visit Verification (EVV) - Quarterly success planning / staff trainings Signup in the app vs the pricing page During account creation the app may still ask you to pick Family, Provider, or School before payment. That wizard is a simplified path; feature and price truth is always the pricing page. - School signup aligns with Educational Programs. - Provider signup covers agency accounts; newer accounts map to Day Therapy or 24hr Residential tiers from the pricing page (your Stripe plan reflects which column you chose when starting the trial). - Some older Provider accounts remain on legacy Small (6) / Medium (12) / Large (unlimited) bundles from earlier pricing. Those customers upgrade or change plan through Billing in the app; new customers should not expect Small/Medium/Large on the public pricing page. Free trial Organization and family plans on the pricing page offer Start Free Trial Today. A card is required to begin; you are not charged until the trial ends if you cancel in time. Exact trial length and billing details are shown at checkout. "I was invited — do I need a plan?" No. If a manager invited you to join their organization, your access is covered by their subscription. You do not choose or pay for a plan. Continue with I was invited — how to accept. Common questions - Where is the full feature list? — https://behca.com/pricing/. This article summarizes; the website stays current when prices change. - Can I switch plans later? — Yes, in most cases from Profile → Billing Details (Billing user). Your data is preserved; proration rules depend on the change—see Upgrading or downgrading your plan. - What if I need more than three family profiles? — Move to an organization plan (Educational, Day Therapy, or Residential) via the pricing page or contact BEHCA for a quote. - Can I have a family account and work at an agency? — Yes. One login can belong to multiple organizations; switch in the profile switcher. They are billed separately. - Not sure which organization column fits? — Book a demo from the pricing page or use Request A Quote. Related articles - Creating your account - Viewing your subscription - Upgrading or downgrading your plan - Inviting your team - Understanding roles

BEHCA Support Documentation

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Popular articles

1. What a demo profile is

3. Showing the demo and trying self-reporting

2. Sample data and resets

6. “Session expired” errors

4. Video upload errors

2. Choosing your plan