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

2. Why am I not seeing a profile?

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

3. Notifications not arriving

BEHCA can send push, email, and in-app bell notifications. Check the delivery method that is missing. Push notifications on mobile Check the phone's notification permission - iPhone: Settings → BEHCA → Notifications → Allow Notifications - Android: Settings → Apps → BEHCA → Notifications → allow notifications Also check Do Not Disturb, Focus, and battery optimization settings. Some Android phones restrict apps from running in the background. Confirm the app is signed in Push notifications are registered when you sign in to the BEHCA app. If you changed phones, install BEHCA and sign in on the new phone. Check the connection The phone needs an internet connection to receive push notifications. Email notifications Check BEHCA's email setting Under Account Settings → Notifications, make sure Enable email notifications is on. This setting controls email alerts; it does not turn push or bell notifications on or off. Check spam and email filters BEHCA emails come from notifications@behca.com. Check spam, junk, promotions, and any inbox rules that may move the messages. Work or school email systems may block outside senders. Your IT team may need to allow email from notifications@behca.com. In-app bell notifications Refresh the page if the bell count or list appears out of date. New bell notifications can also arrive while the page is open. The general Enable email notifications switch does not control the bell. Some specific alert types have their own settings, including missed MAR notifications and MAR administrations that are refused or differ. Daily no-data reminders are email reminders. Comments and mentions do not have a separate category switch. When you are mentioned, BEHCA creates the in-app notification and push notification; the general email setting controls whether an email copy is also sent. "I get some notifications but not others" Not every notification type has a user-controlled toggle. Delivery also depends on your role, profile access, and whether the event is intended for you. For example, some Incident Report notifications are sent only to Managers or selected reviewers. When reporting a missing notification, note: - The type of activity - The profile involved - Who triggered it - The approximate time - Whether email, push, the bell, or all three were missing When to escalate Ask a colleague to trigger an event that should notify you. If it still does not arrive, contact Support with the details above. Related articles - Notification preferences - Push notifications

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

5. Wrong timezone or dates

BEHCA uses each profile's timezone when displaying timestamps and deciding which calendar day an entry belongs to. How the profile timezone is set BEHCA tries to set Current Location automatically. If it cannot, enter the city, state or province, and country manually. BEHCA then sets the profile's timezone from that location. "My entry is on the wrong day" Check: 1. That you selected the correct profile 2. The date selected when the entry was recorded 3. The profile's Current Location If the Current Location is wrong or incomplete, ask someone with permission to edit the profile to correct it. BEHCA will detect the timezone from the updated location. "The chart shows nothing on a day I know we logged" Confirm the profile and date range first. Then check the profile's Current Location. If the underlying entry is visible but the chart places it on another day, contact Support with a screenshot and the date and time involved. "I'm in Australia but dates show in US format" Date format is an account preference: - Web: Account Settings → Date Format - Mobile: Account → Date Format Choose the format you prefer. This changes how dates are written; it does not change the profile's timezone. "Time format is wrong" Change the Time Format preference to 12-hour or 24-hour time. This is separate from the profile timezone. "EVV visit is on the wrong date" EVV uses the profile's timezone. Check the profile, the recorded start and end times, and the profile's Current Location. If those are correct but the visit is still assigned to the wrong date, contact Support. Daylight saving time Named timezones such as America/Los_Angeles and Australia/Sydney include daylight-saving rules automatically. If a timestamp is off by exactly one hour outside a clock-change period, report it to Support rather than changing the profile location to compensate. The profile moved For a permanent move, update the profile's Current Location so future activity uses the correct timezone. For a short trip, check with your organization before changing the profile's home location. When to escalate Provide Support with: - The profile name - Where in BEHCA the date or time appears - What is shown and what you expected - The date and approximate time the activity was recorded - A screenshot, if possible Related articles - Setting up your first profile - Daily tracking overview - Backdating entries

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

7. Incident report won’t submit (Submit For Review)

On the web, check the signature and Incident Type fields first. "Submit For Review" is disabled The web button becomes available after both of these steps: 1. Type your name in the Sign field. 2. Select I agree to electronically sign this form. If both are complete and the button remains disabled, refresh the page and try again. Contact Support if the problem continues. "Please select at least one incident type" Before submitting on the web, select at least one option under Type of Incident. If the list is empty or the needed type is missing, ask a Manager to review the Incident Types configured for that profile. Mobile app The signature and checkbox steps above apply to the web form. On mobile, complete the required fields shown in the Incident Report form, select an Incident Type, and tap Submit. If it does not submit, note the exact error message before contacting Support. Still stuck? - Confirm that you are working on the correct profile. - Check the page for a highlighted field or error message. - Note whether the problem occurs before or after selecting Submit For Review. - Contact Support with the exact message and a screenshot. Related articles - Creating an incident report - Submitting and the review workflow - Configuring incident types