Billing

1. Viewing your subscription

The Billing tab is where Billing users manage the organization's subscription. An organization can have more than one. Managers can open Organization Settings too. Without the Billing role they may see Free (as an invited user) instead of the plan, invoices, and Manage subscription. Staff and Guests do not see this page. Where to find it 1. Sign in at app.behca.com (US) or au.behca.com (Australia) as a Billing user. 2. Open Organization settings. 3. Choose the Billing tab. If you don't see plan details or Manage subscription, you don't have the Billing role. A current Billing user can give it to you — see Transferring billing ownership. What you'll see The tab shows a Current subscription card: - Status — a pill such as Trial, Active, or Past Due. - Plan name — for example Residential or Family +MAR. - Price — the rate, how many seats if that applies, and whether it is billed monthly or annually. - Profiles — how many profiles you are using of the number included in the plan. - A date labeled Trial ends (during a trial), Next invoice (after the trial), or Ends on (if the plan is set to cancel at the end of the period). - Payment method — card brand and last four digits, when a card is on file. The full card or bank number is never shown here. - Manage subscription — opens Stripe. Use Wallet on the left to change the card. Below the card is Payment History — Stripe invoices for the organization. A trial starts with a $0.00 Paid invoice; that is not a charge. Paid charges appear after the trial ends, or sooner if you change plans. Trial information Starting a plan requires a card. You are not charged until the trial ends. - Trial ends is the day the trial converts to a paid charge. Cancel before that date and you will not be charged. - During the trial you have the features of the plan you picked — nothing is held back until you pay. Region Your subscription is billed in your region's currency: - United States — USD. - Australia — AUD. Region was set when the account was created and isn't self-serve changeable. Common questions - What's my billing cycle? — Shown next to the price on the Billing tab — monthly or annual depending on your plan. - Where do I see invoices? — Payment History on this tab, or Invoice history in Stripe. See Invoices and receipts. - Is my payment information secure? — Yes. Card and bank details are stored by Stripe. BEHCA only shows the brand and last four digits. - Can a Manager see this page? — They can open Organization Settings. Without the Billing role they see Free (as an invited user), not the organization's card or invoices. Staff and Guests do not see this page. Related articles - Updating your payment method - Upgrading or downgrading your plan - Invoices and receipts - Choosing your plan

2. Updating your payment method

You'll need to update your payment method when: - Your credit card expires or is replaced. - You want to switch to a different card or bank account. - Billing has been transferred to you and you want your own details on file. Where to update 1. Sign in at app.behca.com (US) or au.behca.com (Australia) as a Billing user. 2. Open Organization settings and choose the Billing tab. 3. Click Manage Subscription. That takes you to a Stripe page. Card and bank details live under Wallet in the left menu. Adding a payment method On the Stripe page: 1. Open Wallet on the left. 2. Add the card (or ACH bank account in the US). 3. Set it as the default so the next charge uses it. You can keep more than one method on file. Failed payments If a charge fails (expired card, insufficient funds, a bank block): - You'll receive an email. - Stripe automatically retries the charge over the following days. While it's retrying, your account keeps working normally — you don't lose access during this window. - Update the card under Wallet and set it as the default to clear the problem. - If the payment ultimately can't be collected, the subscription lapses and the organization is locked until billing is resolved. When a Billing user signs in, they're taken straight to a renewal page; other team members see an "account expired" message. This is not a read-only state — no one can view or export data until the subscription is active again. Common questions - Is my new card charged immediately? — No. The next charge on your billing date uses whichever method is set as the default. - What payment types do you accept? — Credit/debit card and ACH bank transfer. Other methods aren't supported. - What currency am I charged in? — Your region's currency — USD for the US, AUD for Australia. - Why does Stripe handle the form? — Stripe stores the card. BEHCA never sees the full number. Related articles - Viewing your subscription - Invoices and receipts - Canceling your subscription

3. Upgrading or downgrading your plan

Plans aren't locked in. As your needs change, you can move between the Family plans and the provider plans, change how many profiles your plan covers, or switch between monthly and annual billing. The plans at a glance There are two families of plans: - Family and Family +MAR — a flat plan that covers up to 3 profiles. Family +MAR is the same, with medication (MAR) tracking added. On Family you can share profiles with guests, but Staff and Manager roles and Groups require a provider plan. - Provider plans — School, Therapeutic, and Residential. These are seat-based: you choose how many profiles you need, starting at a minimum of 3. They differ by features: - School — incident report tracking, profile import, registry export, supporting documents. - Therapeutic — everything in School, plus MAR tracking. - Residential — everything in Therapeutic, plus EVV (Electronic Visit Verification). You pay per profile. The per-profile rate drops as you add more — see behca.com/pricing for the current tiers. When to upgrade - You've outgrown your profile limit — Family covers 3; on a provider plan you add seats. - You need team features that aren't on Family — Staff/Manager roles and Groups. - You need a feature on a higher plan — for example MAR (Family +MAR, Therapeutic, Residential) or EVV (Residential). When to downgrade - You've scaled down your service and need fewer profiles. - You've archived profiles you no longer need. - You don't use the features of your current plan. Adding or reducing profiles (seats) On a provider plan, your profile limit is your seat count. - Add seats — a Billing user can add profile seats in-app without going to Stripe. When you try to add a profile and you're already at your seat limit, BEHCA shows a "You've reached your profile limit" prompt with an Add Seats button. Choose how many to add and you'll see the prorated charge today and your next bill before you confirm. The new seats are available immediately. (Team members who aren't Billing users are pointed to someone who is.) - Reduce seats or make other changes — archive enough active profiles first so you're within the new limit (you choose which), then use the Stripe billing portal. Restore later if you have a free seat. See Archiving and restoring profiles. Family plans aren't seat-based — to cover more than 3 profiles you switch to a provider plan. Switching between Family and a provider plan Both directions are supported: - Family → provider plan is an upgrade — team features (Staff, Managers, Groups) and seat-based profiles become available. - Provider plan → Family is possible if you're within Family's limits (3 or fewer profiles) and have no Staff or Manager team members (Family supports guests only). Archive extra profiles and any staff/managers first. Plan switches are made through the Stripe billing portal, reached from your Billing page. MAR and EVV - MAR tracking comes with Family +MAR, Therapeutic, and Residential. On Family, switching to Family +MAR adds it; existing data is preserved. - EVV is included with Residential. If you move to a plan without MAR, your existing MAR data isn't deleted, but the MAR tracking, reporting, and review tools are hidden and locked behind an upgrade prompt — you can't view or add MAR records until you're back on a MAR plan. Returning to a plan with MAR restores access to everything. Switching between monthly and annual If you're on monthly billing and want annual (usually discounted): 1. Open your Billing page. 2. Use the Stripe billing portal to switch the billing interval. 3. The proration is calculated and shown before you confirm. Annual subscribers get an upfront discount but commit to a year; monthly subscribers pay a bit more for the flexibility. What happens with billing - Upgrades and added seats take effect immediately, and you're charged a prorated amount for the rest of the current period; your next full charge is at the new rate. - Downgrades generally take effect at your next billing date — you keep what you paid for through the current period, and your next charge reflects the lower plan. Common questions - Will my data be lost if I downgrade? — No. Profiles, entries, IRs, and MAR data are preserved. Only access changes (for example, losing Staff invites if you return to Family, or MAR tools being locked behind an upgrade prompt without a MAR plan). - What's the minimum number of profiles? — Every plan covers at least 3 — Family is a fixed 3, and provider plans can't go below 3 seats. - Can I be on multiple plans at once? — Each organization has one plan. If you run multiple organizations, each can have its own plan. - What if I'm in a free trial and want to change? — You can switch plans during the trial; your first paid charge is at the chosen plan's rate. - How fast is an upgrade? — Within seconds of confirming. New features and seats unlock immediately. Related articles - Choosing your plan - Viewing your subscription - Canceling your subscription

4. Invoices and receipts

Invoices (also called receipts) appear in Payment History on the Billing tab and in Stripe. A trial starts with a $0.00 invoice — that is not a charge. Where to find them 1. Sign in at app.behca.com (US) or au.behca.com (Australia) as a Billing user. 2. Open Organization settings and choose the Billing tab. 3. Click Manage subscription to open the Stripe page. Overview includes Invoice history. History in the left menu is the full list — search and download from there. Downloading an invoice There's no button to download the whole history at once. To get a copy: 1. Click an individual invoice. 2. Download it from there. Each invoice PDF includes BEHCA's company details, your billing name and address, the line items, and the total. Email receipts Stripe emails a receipt after charges. BEHCA doesn't have any setting to turn these receipts or billing emails on or off — they're handled by the payment processor. Reimbursement The invoice PDF is the document to attach for: - NDIS (Australia) — submit invoices alongside service plans. - Insurance or government programs (US) — varies by program. - Employer expense reports. Common questions - My invoice address is wrong. — Update your billing details on the Stripe page (behind Manage Subscription). New invoices use the corrected address. - Can I get an invoice for a future period in advance? — No. Your next-charge amount is on the Billing tab. - Can I send invoices to my accountant automatically? — There's no option to add extra billing email addresses. Download the PDF and forward it, or forward the receipt email. - My company needs a purchase order number or an extra field on the invoice. — Contact support. Those fields are added in Stripe, not in BEHCA. Related articles - Viewing your subscription - Updating your payment method - Canceling your subscription

5. Canceling your subscription

Things change. Maybe your service is wrapping up, or you've decided BEHCA isn't right for you. A Billing user can cancel any time. Before you cancel A few things to think about: - Do you need an export? Run any reports or PDF/spreadsheet exports you'll want before canceling — once the paid period ends the organization is locked and you can't pull data out until you resubscribe. For a full organization ZIP, contact Support ahead of time — see Downloading a company data export. - Are you in a trial? Canceling during the trial means no charge and no commitment. You can resubscribe later. - Will it affect your team? If you cancel, others on your team lose access too. Talk to them first. - Do you actually want to cancel, or just change plans? If you only want fewer profiles or a different plan, see Upgrading or downgrading instead. Canceling 1. Sign in at app.behca.com (US) or au.behca.com (Australia) as a Billing user. 2. Open Organization settings and choose the Billing tab. 3. Click Manage Subscription to open the Stripe page. 4. Click your active plan. 5. Click Cancel plan and confirm. You'll get an email confirming the cancellation. What happens after canceling During the rest of your billing period - Your account stays active until the end of the current paid period — you don't lose access just because you canceled today. - No further charges — your next renewal won't happen. - All features keep working — your team can keep tracking and exporting. After your billing period ends - The organization is locked — when a Billing user signs in, they're taken straight to a renewal page, and other team members see an "account expired" message. This isn't a read-only view: no one can open, view, or export data until the subscription is active again. - No further charges — you won't be billed. - Your data is retained for a period so you can come back. Resubscribing restores full access with no data loss. If you don't come back - The organization stays inaccessible, though your personal login still works for any other organizations you belong to. - Data may eventually be deleted in line with the data retention policy. Export anything important before you cancel, while you still have full access. Reactivating Before your paid period ends, you can undo the cancellation from the same Stripe page — nothing changes and you keep full access. After the period ends, the next time a Billing user signs in they'll land on the renewal page. Resubscribe from there to bring the organization and your team back with no data loss. The longer you wait, the greater the risk that data is removed under the retention policy, so don't wait if you plan to return. Canceling vs. archiving profiles If you've stopped supporting some clients but not all, consider archiving those profiles instead of canceling: - Archive specific profiles to clean up your active list. - Keep the rest of your subscription as-is. - See Archiving and restoring profiles. Canceling vs. transferring billing If someone else should take over (you're leaving, but the service should continue): - Transfer billing to the new person before you go. See Transferring billing ownership. - The subscription continues under their care. Common questions - Can I cancel mid-period and get a refund for unused days? — Generally no. The current period stays active until its scheduled end. Refunds are case-by-case. - What happens to my Required Documents and signatures? — They're retained while the organization can still be reactivated, then subject to deletion. Download the compliance PDFs before you cancel, while you still have access. - What about my team members' accounts? — Their BEHCA logins still work and they keep access to any other organizations they belong to. - Can I export everything at once before canceling? — Contact Support for a company data export ZIP, or run PDF and spreadsheet exports per profile yourself. Related articles - Viewing your subscription - Upgrading or downgrading your plan - Transferring billing ownership - Exporting PDF reports

6. Downloading a company data export

A company data export is a ZIP file of your organization's BEHCA data. It is not something you generate from Analyze, Admin Reports, or Organization Settings. BEHCA prepares it when your organization needs a full export (for example before canceling, during a transition, or at your request). This article is for Billing users who were chosen to receive that download. Requesting an export Contact Support (or your BEHCA account contact) and say you need a company data export. Tell them which organization and, if you have more than one billing user, who should receive the download link. Self-serve exports inside BEHCA (PDF, XLS, CSV) cover specific reports and profiles — see Spreadsheet exports, Exporting PDF reports, and Exports from Admin Reports. The company ZIP is the all-in-one package when you need everything at once. When the export is ready BEHCA shares the file with one billing user per export (even if your organization has several billing users). 1. Email — You may receive a message that the export is ready, with a link to Account Settings. 2. Account Settings (website) — Sign in at app.behca.com (US) or au.behca.com (Australia). Open your initials (or avatar) → Account Settings. A notice at the top of the page names your organization and shows when the download expires. 3. Download — Click Download while the notice is visible. The mobile app does not offer this download — use the website. One-time link and expiry - Each export uses a one-time download link. After a successful download, that link will not work again for the same export. - The link is available for 7 days after BEHCA makes it available. If it expires or you already used it, contact Support if you still need the file. Treat the ZIP like any other confidential export — store and share it only with people who are allowed to see your organization's data. Common questions - I'm a billing user but I don't see a notice. — Only the billing user selected for that export gets the link. Ask Support who was designated, or request a new share. - Can I get another copy? — After a one-time download or after 7 days, contact Support to arrange a new export or share. - What's in the ZIP? — Contents depend on what BEHCA included for your request. Ask Support if you need a specific scope before the export is built. Related articles - Canceling your subscription — plan ahead if you need data before canceling - Spreadsheet exports - Updating your account settings — where the download notice appears