If a profile is missing from your list, work through these checks.
1. Are you in the right organization?
If you belong to more than one organization, switch to the organization that manages the profile.
- Web: Use the organization selector near your avatar.
- Mobile: Open Account and check the default company.
2. Are you signed in with the right account?
If you use different email addresses for work and personal accounts, confirm which one is signed in.
3. Has the profile been assigned to you?
- Staff see profiles in the Groups they are assigned to.
- Guests see profiles specifically shared with them.
- Managers see the organization's profiles.
Ask a Manager to confirm your Group or profile assignments.
4. Is the profile archived?
Archived profiles do not appear in active profile lists. Managers and Billing users can check Profiles → Archives.
5. Was access changed recently?
Refresh the page or profile list. On mobile, force-close and reopen BEHCA if a normal refresh does not show the change.
"I had access yesterday and now I don't"
Ask a Manager whether:
- You were removed from a Group
- Guest access to the profile was removed
- The profile was archived
"I can see the profile, but can't track, edit, or log"
Profile visibility and action permissions are separate. A Manager may need to enable the relevant permission for you, such as:
- Track Data
- Edit Profile
- Track MAR
- Track Incident Reports
"I see the wrong profile when I log in"
Use the profile switcher to select the correct person. If the profile is not in the switcher, check your organization and ask a Manager to confirm your access.
When to escalate
If a Manager confirms that you should have access but the profile is still missing, contact Support.
Related articles
- Sharing a profile
- Working with Groups
- Editing a team member's role and permissions