Home Troubleshooting 1. Login issues

1. Login issues

Last updated on May 01, 2026

If you can't get into BEHCA, work through these checks in order. Most issues fall into one of the buckets below.

"My password isn't working"

  1. Check the region. US and AU are separate. Make sure the region selector matches the one you signed up in.

  2. Check the email address. Typos happen. Make sure it's the email tied to your account.

  3. Try a password reset. Click Forgot your password? and follow the email link. Even if you think you know the password, this rules out a typo issue.

  4. Make sure caps lock is off, especially on phones where keyboards can autocapitalise.

  5. Check the password manager. If you let your browser or password manager autofill, it might be using an outdated stored password.

If reset emails don't arrive, see Forgot password not working below.

"I signed up with Google but it's asking for a password"

You can't switch login methods after signing up. Use the same method:

  • Sign up with Google? Click Sign in with Google, not the email/password form.

  • Sign up with Apple? Click Sign in with Apple, not the email/password form.

  • Sign up with email/password? Email/password it is.

If you've forgotten which method you used, try each one. The account itself is the same; only the login method differs.

"Forgot password not working"

You requested a reset but the email hasn't arrived:

  1. Check spam/junk — reset emails come from [email protected].

  2. Check the email address you typed. A typo means it goes to a non-existent inbox.

  3. Wait a few minutes. Email can take 5–10 minutes during busy times.

  4. Try requesting again. Repeat requests are fine.

  5. Check that the email is associated with an account. If you used a different email at signup, the reset can't find an account for the email you typed.

If still nothing after 30 minutes, contact support.

"MFA code isn't working"

  1. Check the time on your phone. MFA depends on your phone's clock being accurate. Most phones sync automatically, but a manually-set time can drift.

  2. Use a fresh code. Codes change every 30 seconds. If you're nearly at the end of one, wait for the next.

  3. Try a recovery code if you have them saved.

  4. No recovery codes? Contact your organization's account owner — they can clear MFA for you.

"It says my account is locked / disabled"

  • Locked — usually after too many failed login attempts. Wait 15–30 minutes and try again with the correct password.

  • Disabled / Suspended — account-level issue. Could be:

    • Billing issue (failed payment, expired card).

    • Manager archived your account.

    • Admin action for policy violation.

Contact your Billing user, Manager, or BEHCA support to find out and resolve.

"I'm logged in but can't see anything"

You signed in but the dashboard is empty:

  • No profiles assigned. A Manager has to assign you to Groups (Staff) or specific profiles (Guest). Ask them to fix.

  • You're in the wrong organization. If you belong to multiple, switch using the org/company selector.

  • Plan suspended. Billing user needs to reactivate or update payment.

"My session keeps expiring"

If you keep getting kicked out:

  • See "Session expired" errors.

  • Check that your browser allows cookies for app.behca.com (US) or au.behca.com (Australia).

  • Disable strict tracking-protection or privacy mode for app.behca.com (US) or au.behca.com (Australia).

  • Make sure your phone's date/time is accurate.

When to contact support

If you've tried the steps above and still can't get in:

  • Live chat on the website — fastest option.

  • Email support — for less urgent things.

  • Have ready: your email address, region (US/AU), and what you've already tried.