How do I move a scan to the correct client profile?

Styku Studio does not currently allow you to reassign a completed scan to a different client profile on your own. Styku Support can move the scan to the correct profile on the backend. Administrators can also edit profile information directly in Styku Studio, or delete a scan from an incorrect profile if needed.

Requesting a scan transfer from support

To get a misassigned scan moved to the correct profile:

1. Note the name or email address of the profile the scan was completed under (the incorrect one).
2. Note the name or email address of the correct profile the scan should be moved to.
3. Note the date and time of the scan in question.
4. Submit a ticket through the Styku Business Portal at styku.com/portal and include those details.

Correcting profile information without contacting support

If the issue is that a profile contains incorrect information (such as a wrong email address or name) rather than a scan being assigned to the wrong profile entirely, administrators can fix this directly in Styku Studio:

1. Press the Settings button to open the Settings menu.
2. Scroll down and choose Customer Profiles and Scan Data.
3. Log in with your administrator account.
4. Choose Edit Profile.
5. Search for and select the profile you want to edit, then press Continue.
6. Update the profile information as needed — there are two pages. When finished, press Continue. The profile is now updated.

Important: This in-Studio edit is only available if the client has not set up their own Styku mobile app account. Once they have, these profile fields (name, email, date of birth, sex, height) are owned by the client and can only be changed by the client themselves in the Styku mobile app. Styku Support cannot edit these fields on the backend on a client’s behalf.

If a client’s app account is stuck on a wrong or inaccessible email address (for example, a misspelling they can no longer receive login codes at), the fix is:

1. The client creates a new Styku mobile app account using the correct email address.
2. The client (or facility administrator) then contacts Styku Support to merge the old mis-emailed account into the new correct one, so all prior scan history carries over.

Deleting a scan from an incorrect profile

If a scan needs to be removed from an incorrect profile, administrators can delete it in Styku Studio:

1. Press the Settings button and log in as an administrator.
2. Choose Customer Profiles and Scan Data, then Delete Scans.
3. Search for the incorrect profile by name or email and press Continue.
4. Select the scan you wish to delete and press Delete.
5. Confirm by pressing Yes.

⚠️ Deleting a scan is permanent and cannot be undone. Only delete a scan from an incorrect profile if you are certain the scan data has been preserved elsewhere or is no longer needed.

Tips to prevent misassigned scans

• Encourage clients to create their accounts ahead of time using the Styku mobile app, so they can log in via QR code at the start of each session.
• Double-check that the correct profile is selected on screen before beginning the scan.
• If staff regularly scan clients, ensure each operator understands how to select the correct member profile at the start of each session.

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If this resolves your issue, no further action is needed.

If the problem persists, contact support through the Styku Business Portal at styku.com/portal and include: your Styku Studio software version, the email addresses of both the incorrect and correct client profiles, and the date and time of the scan.

Applies to: Styku Studio, all Styku scanner configurations

Related Resources

• How do I delete a scan?
• My customer’s scan profile has the wrong email address, or other incorrect info. How can I fix it?

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Still need help? Submit a service ticket in the Styku Business Portal.