How to Correct a Wrong Name, Date of Birth, or Email Address on a Styku Scan Profile (Administrators and End Users)

If a scan profile was created with a misspelled name or the wrong email address, the facility administrator can correct it directly in the Styku Studio software — no support ticket is required. This article covers how to edit a profile, how to handle duplicate profiles, and what end users can do if they are affected.

Applies to: All Styku configurations — Styku Studio (all versions), Styku mobile app (iOS and Android), all Styku scanner models

Who can fix this?

Administrators can edit profile information through the Styku Studio Settings menu — but only if the client has not set up their own Styku mobile app account. Once a client creates a mobile app account, they own their profile information, and these fields become read-only in Styku Studio (see the note below).
End users (people who were scanned at a facility) who have not set up a mobile app account cannot correct their own profile information — they must ask the administrator at the scanning facility to make the update. Clients who have set up a mobile app account can (and must) edit their own profile information directly in the app.

Why this happens

The email address or name was mistyped when the profile was created by facility staff.
Staff entered a different email address than the one the client normally uses.
As a result, the end user may not receive automated scan result emails, or may be unable to log in to the Styku mobile app to view comparison results. Logging in with the correct email will show no data or fail entirely, because the Styku mobile app uses the email address to identify the account.

How to edit a scan profile (Administrator steps)

Follow these steps from the administrator view in Styku Studio:

Press the Settings button to open the Settings menu.
Scroll down and choose the Customer Profiles and Scan Data option.
Log into your administrator account when prompted.
Choose the Edit Profile option.
Search for and select the profile you want to edit, then press Continue to load the profile.
Change the profile information as needed — this may include the email address, name, or other details. There are two pages of information. When you are finished, press Continue. The profile will close and you will be returned to the Settings page. The profile is now updated with the new information.

Important — this only works if the client has not set up a Styku mobile app account. The in-Studio Edit Profile fields (email address, name, date of birth, biological sex, height, and other personal details) are editable only while the client has not created their own Styku mobile app account. Once the client sets up a mobile app account, they own their profile information, so those fields become read-only in Studio — when you try to edit them, a message appears asking you to have the customer update the information themselves in the mobile app. In that case, ask the client to edit their own profile in the Styku mobile app.

If the client is unable to update their email in the app because their account is stuck on a wrong or inaccessible email address: Styku Support cannot edit the email address or demographic details on a client’s mobile app account. The correct fix is for the client to create a new Styku mobile app account using the correct email address, and then contact Styku Support to merge the old mis-emailed account into the new one. The merge carries all prior scan history over to the correct account.

What changes after the update (for end users)

The end user will be able to log in to the Styku mobile app using their correct email address and view their scan results immediately.
Future automated scan result emails will go to the correct address.
Existing scan history and data are preserved — nothing is lost.

What if there are now two profiles for the same client?

This can happen when a new profile was created with the correct email while the old incorrect-email profile still exists. After confirming that all scan history is correctly associated with the intended profile, you may wish to delete the duplicate profile.

To delete an unwanted duplicate profile or its associated scans:

Press the Settings button after logging in as an administrator.
Scroll down and choose Customer Profiles and Scan Data. You will be asked to log in with your administrator credentials.
Choose the Delete Scans option.
Search for the profile by typing a name or email into the search box. Highlight the profile you want to edit and press Continue.
Select the scan you wish to delete, then press the Delete button.
Confirm the deletion by pressing Yes when the confirmation prompt appears.

What to collect from the end user before editing

Ask the client to confirm the following before you open Studio so you can locate and correct their profile in one step:

Their first and last name
The email address used when the profile was created (even if incorrect — this is how the profile is found in Studio)
The correct email address, name, or date of birth to replace it with
The approximate date of their scan
Their phone number (optional, helpful if the above is not sufficient to locate the profile)

Tips to avoid incorrect or duplicate profiles

Double-check the client’s name spelling and email address before creating a new scan profile.
If a client has been scanned before, search for their existing profile first rather than creating a new one.
Ask clients to confirm their email address rather than typing it from memory, and confirm they can receive email at that address.
Encourage clients to create their own Styku account ahead of time by downloading the Styku mobile app and registering there. When they arrive to scan, they can log in directly to their existing account using the QR code option in the Styku Studio software — this is the fastest and easiest way to get started, and eliminates the need for staff to enter the email address manually.

Information to provide for faster resolution

If you are an end user asking the facility to fix your profile

Provide the following details to help the administrator locate your record:

Your first and last name
The email address used when your profile was created (even if incorrect — this is how the profile is located)
Your correct email address
The approximate date of your scan
Your phone number (optional, but helpful if the above is not sufficient)

If the problem persists after an administrator edit

Administrators: Contact Styku Support and include the client’s full name, the incorrect email address currently on the profile, the correct email address, whether there are two separate profiles involved, and the name of your facility. Note that Styku Support cannot edit email addresses or demographic details on a client’s mobile app account — if the client’s account is stuck on an inaccessible email, the solution is for the client to create a new mobile app account with the correct email, after which support can merge the old account into the new one.
End users: Contact the facility and ask them to verify the change was saved. If the issue remains unresolved, ask the facility to contact Styku Support on your behalf with the above information.

Can I create a profile without doing a scan?
How do I delete a scan?

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