You signed in expecting to see a particular person — and they're not there. Or someone said "I gave you access to John," but John isn't in your list.
Quick diagnostic
Work through these in order:
1. Are you in the right organization?
If you belong to multiple organizations, you may be on the wrong one. Switch:
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Web: organization/company selector near your avatar.
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Mobile: Account screen → default company picker.
2. Are you signed in with the right account?
If you signed up with two emails (one for personal/family, one for work), make sure you're using the right account.
3. Is the profile actually shared with you?
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If you're Staff: you see profiles in the Groups you're assigned to. The Manager controls this.
- Ask the Manager: "Which Groups am I in, and what profiles are in those Groups?"
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If you're a Guest: you see only the profiles specifically shared with you.
- Ask the Manager: "What profiles have you shared with me?"
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If you're a Manager: you see all profiles in the organization. If one's missing, it might be archived.
4. Is the profile archived?
Archived profiles don't appear in active lists. Only Managers and Billing users can see archived profiles, via the Profiles → Archives tab.
5. Does the profile actually exist?
Confirm with the person who told you about it. Sometimes there's a misunderstanding about whether a profile was created or just discussed.
6. Cached data?
Especially on mobile:
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Pull-to-refresh the profile list.
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Force-close the BEHCA app and reopen.
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Sign out and back in as a stronger reset.
7. Recent permission change?
If your access changed in the last hour:
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Web: refresh the page (browser refresh).
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Mobile: sign out and back in to re-fetch your access list.
"I had access yesterday and now I don't"
Most likely:
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You were removed from a Group (Staff) or had profile access revoked (Guest). Ask the Manager.
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The profile was archived. Active list won't show archived profiles.
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The organization's billing failed and the account is suspended. Ask the Billing user.
"The profile shows up but is grayed out / can't be opened"
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Required Documents may need to be signed first. Look for a banner. See Signing a Required Document.
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Permissions issue — a Manager may have disabled tracking on this profile for your role.
"I can see the profile, but can't track / edit / log"
You have view access but not write access. Permissions can include:
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Track Data — to log daily entries.
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Edit Profile — to change profile details.
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Track MAR — to administer medications.
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Track IRs — to create incident reports.
Each of these is granted per-person. Ask your Manager to enable the relevant ones.
"I see the wrong profile when I log in"
Your default profile may be set to one you weren't expecting:
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Web: Account Settings → Default Profile.
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Mobile: Account → Default Profile.
You can change it any time. See Setting your default profile.
When to escalate
If you've worked through everything above and the profile is still missing:
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Ask a Manager to confirm your access from their side. They can see exactly which Groups and profiles you're assigned to.
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Contact support if they confirm you should see it but you don't.