BEHCA Support Documentation

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

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 do not have a recovery code, 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

Electronic Visit Verification

2. Starting a visit

Starting a visit is the first thing you do when you arrive at the client's home or pickup point. It records your start time and location. Before you start - You're on a profile that has EVV. - Your phone has location services enabled and BEHCA has permission to use them. If location isn't available, you'll see an error and the visit can't be started. Checking in on mobile 1. Open the BEHCA app. 2. Pick the profile you're visiting (from the profile switcher at the top). 3. Tap the EVV tab at the bottom. 4. Tap Check In. 5. The visit is now active. The app captures your GPS coordinates and start time at this moment, and keeps the visit "open" until you end it. During a live visit You can keep using BEHCA normally during a visit — log behaviors, administer medications, take notes. The EVV record stays open in the background until you end it. Tracking more than one profile You can track more than one profile at once — you don't have to end one visit before starting another. Each visit records its own start/end times and location. What if I forget to start the visit? If a visit was never started in the app, a Manager can create it afterward on the web. A manually created visit won't have a signature, and its coordinates are entered manually rather than captured by GPS. See Editing past visits. What if my phone has no signal? BEHCA doesn't queue visits offline. You need a connection to check in, so if you have no signal you can't start the visit at that moment. A Manager can create the visit afterward on the web. What if location services are off? EVV can't run without location. If location services are off, turn them on and grant BEHCA permission — you can't check in without GPS, and there's no non-GPS exception. Common questions - My start GPS is "off" by a few hundred meters. — GPS at start is whatever your phone reports. If you're in a basement or a building with poor reception, accuracy can vary. The visit is still valid. - Can I start a visit before arriving? — No. Start when you arrive, otherwise the GPS won't match the client location. - Can I track more than one profile at once? — Yes. You don't need to end one visit before starting another. - Will the app drain my battery? — EVV uses GPS at start and end, not constantly during the visit, so battery impact is minimal. Related articles - Ending a visit - What EVV is and when you need it - Editing past visits

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 au.behca.com (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

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

1. Welcome to BEHCA

4. Video upload errors

6. “Session expired” errors

1. Login issues

2. Starting a visit

2. Choosing your plan