Troubleshooting

1. Login issues

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.

2. Why am I not seeing a profile?

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: - Web: organization/company selector near your avatar. - 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? - 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?" - If you're a Guest: you see only the profiles specifically shared with you. - Ask the Manager: "What profiles have you shared with me?" - 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: - Pull-to-refresh the profile list. - Force-close the BEHCA app and reopen. - Sign out and back in as a stronger reset. 7. Recent permission change? If your access changed in the last hour: - Web: refresh the page (browser refresh). - Mobile: sign out and back in to re-fetch your access list. "I had access yesterday and now I don't" Most likely: - You were removed from a Group (Staff) or had profile access revoked (Guest). Ask the Manager. - The profile was archived. Active list won't show archived profiles. - 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" - Required Documents may need to be signed first. Look for a banner. See Signing a Required Document. - 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: - Track Data — to log daily entries. - Edit Profile — to change profile details. - Track MAR — to administer medications. - 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: - Web: Account Settings → Default Profile. - 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: - Ask a Manager to confirm your access from their side. They can see exactly which Groups and profiles you're assigned to. - Contact support if they confirm you should see it but you don't.

3. Notifications not arriving

Notifications sometimes go missing. The fix is usually one of a small number of things — work through this checklist. Push notifications (mobile) 1. Is the app installed and signed in? Push goes to signed-in BEHCA app installations. If you're signed out, no push. 2. Are system-level notifications enabled? - iOS: Settings → BEHCA → Notifications → toggle on Allow Notifications. - Android: Settings → Apps → BEHCA → Notifications → toggle on Show notifications. 3. Are BEHCA's notification preferences turned on? Inside the app: - Account screen → Notification Preferences. - Toggle the categories you want. - Save. If a category is off in app preferences, it's blocked even if system notifications are on. 4. Is your phone in Do Not Disturb / Focus mode? Modes silently suppress notifications. Check your phone's status bar for moon icons or DnD indicators. 5. Battery saver / battery optimisation? Some Android phones aggressively kill background app processes: - Settings → Battery → Battery optimisation → BEHCA → Don't optimise. Some manufacturers (Xiaomi, Huawei, Samsung) have additional auto-start managers. Allow BEHCA to run in the background. 6. Did you change phones recently? The push token on the old phone is still being used. To fix: - Sign out on the new phone. - Sign back in — this re-registers a fresh push token. 7. Connection? The phone needs internet to receive push. Confirm WiFi or mobile data is working. 8. Test it Have a colleague trigger a notification (e.g. submit a test IR they know would notify you). If nothing arrives within a couple of minutes, escalate. Email notifications 1. Is the email category enabled? Account → Notification Preferences → check email toggles for each category. 2. Check spam / junk BEHCA emails come from [email protected]. Add to safe senders. Check all folders — spam, promotions, social. 3. Email rules / filters If you have inbox rules in Gmail / Outlook / Apple Mail, they may be archiving BEHCA emails automatically. Search your inbox for from:behca to confirm if any have arrived but were filtered. 4. Wrong email on file Check your Account Settings → email. If it's wrong (e.g. a typo from when you signed up), update it. Future emails will go to the right address. 5. Email server delays Big email providers occasionally delay or queue mail. Wait 10–30 minutes; check again. 6. Domain blocked Corporate email systems sometimes block third-party transactional senders. Ask your IT to whitelist [email protected] and the BEHCA sending domain. In-app bell notifications (web) The bell icon in the top bar shows new in-app notifications. If they're not appearing: - Refresh the page. The bell counter updates on refresh. - Sign out and back in — refreshes your notification queue. - Check your Notification Preferences — bell notifications follow the same toggles as push and email. "I get some notifications but not others" Each category is configured separately: - IR notifications. - MAR notifications. - Comments / mentions. - Required Documents. - EVV. - Team activity. Toggle the missing categories on. If they're already on but missing, the category may be configured at organization level (e.g. only Managers receive certain types). Ask your Manager. "Notifications come but I don't know what they're for" If you tap a notification and nothing useful loads: - Check whether you have access to what the notification is about. Permission changes can mean a notification was queued and access was revoked before you tapped it. - The deep link should still take you somewhere meaningful — if it dumps you to the dashboard, that's the fallback. When to escalate If you've done all of the above: - Ask a colleague to trigger a notification to test. - Note the time of the test so support can check delivery logs. - Contact support.

4. Video upload errors

Videos are the most demanding thing BEHCA handles, so they fail more often than other uploads. Most failures are easy to recover from. "Failed" status badge If a video shows a Failed badge: - The original file is still playable. Compression failed, but the video itself is there. - Re-upload to retry compression. If the second attempt also fails, try one of the steps below. Common causes and fixes 1. Wrong format BEHCA supports: - MP4 (.mp4) - WebM (.webm) - MOV (.mov) Not supported: .AVI, .WMV, .MKV, and various older formats. If your video is in an unsupported format, convert it first: - Use HandBrake (free, all platforms) to convert to MP4. - Or use your phone's built-in video editor — most save as MP4 by default. 2. File too big Hard limit is 100 MB. The mobile app tries to compress before upload if the file exceeds this; on the web, you'll need to compress first. To compress: - iPhone: Photos app → select video → Edit → trim to a shorter clip → save as new clip. - Android: Gallery / Photos app → similar trim and save. - Computer: HandBrake or QuickTime can compress. 3. Connection dropped mid-upload If your WiFi or mobile data dropped while uploading: - The upload likely failed silently or timed out. - Reconnect to a stable network and re-upload. - WiFi is usually faster and more reliable than mobile data for large files. 4. Phone went to sleep / app was backgrounded On some phones, especially Android, backgrounding the app can pause uploads: - Keep BEHCA in the foreground until upload completes. - Make sure the screen doesn't lock — turn auto-lock to a longer interval. 5. Compression-incompatible file Some videos use codecs that BEHCA's server-side compression doesn't recognize. Re-encoding with HandBrake (using H.264 for MP4) usually fixes this. 6. Server processing failed Sometimes the server has a temporary issue. If your video shows Failed but you've ruled everything else out: - Wait an hour. - Re-upload. - If still failing, contact support with the video file format and approximate size. "Stuck on Processing" If a video shows Processing for a long time: - Small clips: should resolve in under 5 minutes. - Large clips: can take up to 30 minutes during busy times. - Stuck for over an hour: contact support — it's not normal. You can keep editing the IR or document while the video processes. When it's ready, you'll get a notification. "Upload progress bar disappears" The progress bar may disappear (not crash) and the video appear with Processing status. That's the expected handoff: upload is done, server is now compressing. If the progress bar disappears with no video appearing: - The upload failed. Try again. - If it consistently fails, the file may be too big or in an unsupported format. Mobile-specific issues App crashes during upload - Update to the latest BEHCA app version. - Restart your phone. - Try uploading a smaller test video to confirm the app itself works. "Permission denied" / "Cannot access file" The BEHCA app needs permission to access your photos and camera: - iOS: Settings → BEHCA → Photos → Full Access, Camera → On. - Android: Settings → Apps → BEHCA → Permissions → enable Camera and Storage / Files and media. Video is rotated / sideways The video may have been recorded vertically and the upload didn't preserve orientation. Re-trim the video on your phone to "fix" the orientation, then re-upload. When to escalate If you've tried multiple times with different approaches: - Note the file format, size, and roughly when the failure happened. - Save the original video file — support may need to investigate it. - Contact support with this info.

5. Wrong timezone or dates

Dates and times in BEHCA can sometimes look "wrong" — an entry shows up on the day before, or a chart bar is on a Monday when you logged it Tuesday. Almost always, this is timezone-related. How BEHCA handles timezones BEHCA stores all dates and times in UTC internally, but displays them in the profile's timezone. The profile's timezone is set by the profile's location. This means: - A behavior at 11pm Sydney time is on the Sydney calendar day, not the UTC date. - If you live in Perth and your client lives in Sydney, the client's daily logs read in Sydney time — not your local time. - Charts and reports use the profile's timezone for "what day was this on?" decisions. "My entry is on the wrong day" The most common cause is logging late at night in a different timezone: - You're in California and logged at 11pm your time. - Your client is in New York. 11pm California = 2am NYC the next day. - The entry appears on the NYC date, which is one day after your local date. Fix: This is correct behavior — the entry's "day" is the profile's day. If it bothers you, log earlier in the day. "The chart shows nothing on a day I know we logged" Two possibilities: 1. Wrong profile selected. Confirm you're looking at the right person's dashboard. 2. Entries are technically on a different day due to timezone (see above). "I'm in Australia but dates show in US format" Date format (MM/DD/YYYY vs DD/MM/YYYY) is a personal preference, not a region setting: - Web: Account Settings → Date Format. - Mobile: Account → Date Format. Pick the format you prefer. It applies wherever you see dates. "Time format is wrong (12-hour vs 24-hour)" Same area: - Time Format preference. - 12-hour (AM/PM) or 24-hour. Independent of date format and region. "EVV visit is on the wrong date" EVV visits use the profile's timezone to determine which date they belong to. So: - A visit ending at 11pm in the client's local timezone is on that day. - A visit ending at 1am in the client's local timezone is on the next day. If your billing summary or hours report seems "wrong", check whether you're looking at the data in the right timezone. Most reports respect the profile's timezone. "I logged in Sydney at 9am but the entry says 6pm" You logged with the profile's timezone matching your local time, but the timezone shown is UTC somewhere in the display. This is a display issue, not a data issue: - BEHCA stores in UTC, displays in profile timezone. - If a screen is showing UTC instead of profile time, it's a display bug. Refresh the page. - If it persists, contact support with a screenshot. "Daylight saving time (DST) just started/ended and times look weird" BEHCA respects DST automatically: - Entries from before the DST change keep their original times. - Entries from after the change use the new offset. - Schedules (MAR, EVV) automatically shift with DST so "8am" stays at 8am local. If you see a one-hour gap in a chart at the time of DST change, that's expected — the clocks shifted forward. "Profile traveled — should I change the timezone?" If a profile temporarily travels to a different timezone (holiday, hospital stay): - Don't change the location for a short trip. The home timezone is still the right "home" for daily logging. - Change the location if they've moved permanently. This shifts the timezone for all future entries. For EVV staff traveling with clients, talk to your Manager about your organization's policy. "Different staff see different times for the same entry" If two team members are in different timezones, they each see times in the profile's timezone, which is the same for both. So they should agree. If they don't agree: - Check that they're actually looking at the same entry (entry IDs help). - Check their date format / time format preferences (cosmetic difference, not an actual time difference). When to escalate If a date or time genuinely seems wrong (not just a confusing display): - Note the entry (when you logged it, what time, what profile). - Note the issue (what time/date is shown vs. what should be). - Contact support.

6. "Session expired" errors

If BEHCA suddenly says "Session expired" or "Please sign in again" while you're working, here's what's happening and how to fix it. Why it happens BEHCA signs you out for security if: - You've been inactive for too long. Sessions expire after a period of no activity (commonly 30 minutes to a few hours). - You changed your password elsewhere — all other sessions are invalidated. - You enabled / disabled MFA — sessions may be reset. - The server restarted or the security infrastructure detected something unusual. - Your phone clock is wrong, causing tokens to look expired. The fix (almost always) Sign in again. Take the username and password (or social login) and authenticate. You'll usually pick up close to where you left off. If you have unsaved data on the page, don't leave the page yet: 1. Open the BEHCA login in a different tab. 2. Sign in there. 3. Come back to the original tab. 4. Try saving your data again. It often works because the cookie has been refreshed. If it doesn't, your unsaved data is lost. Re-enter it. "I keep getting logged out" If you're being signed out frequently: Check your phone / computer clock Tokens depend on accurate time. If your device's clock is off by more than a few minutes, tokens can look expired immediately. - iOS: Settings → General → Date & Time → Set Automatically. - Android: Settings → System → Date & Time → Automatic date & time. - Windows / Mac: System settings → Date & Time → set automatically. Browser cookies BEHCA needs cookies enabled for app.behca.com (US) or au.behca.com (Australia): - Chrome: Settings → Privacy → Cookies → make sure third-party cookies aren't blocking. - Safari: Settings → Privacy → make sure "Block all cookies" is off. - Firefox: Privacy & Security → check Enhanced Tracking Protection isn't strict. Browser privacy mode Incognito / Private windows don't keep cookies between sessions. If you always use private mode, you'll get logged out every time you close the browser. Browser extensions Some privacy extensions (uBlock, Privacy Badger, certain VPNs) can interfere with authentication. Try with extensions disabled. Multiple devices fighting If you sign in on one device, then another, then back to the first, sessions can shuffle. This usually settles after one round. "Please sign in again" loop If you sign in, but immediately get the message again: 1. Clear cookies for app.behca.com (US) or au.behca.com (Australia) and try once more. 2. Try a different browser to rule out a browser-specific issue. 3. Check that your password is correct — sometimes a mistyped password kicks you to "session expired". 4. Try password reset as a last resort. "It says my account is signed in elsewhere" You can sign in to multiple devices simultaneously. But if BEHCA detects something unusual (e.g. a different country, a known compromised IP), it may end other sessions. Sign in fresh. Mobile app session issues The mobile app has long-lived sessions, so getting kicked out is rarer: - Force-close the app and reopen. - Sign out and back in. - Update the app to the latest version. If the app persistently kicks you out, reinstall. "I'm signed in on web but mobile keeps asking for password" These are independent sessions. The mobile app needs its own valid session. Sign in on the app and stay signed in. When to escalate If you can't stay signed in for more than a few minutes: - Try a different device. Rules out something specific to your laptop or phone. - Note your browser and version. - Contact support with a screenshot of the error and the time it happened.