Why did a software update cause a client's scan to save under the wrong profile?

A recent Styku Studio software update introduced a new step that requires an email address to be entered before starting a scan. If the wrong email is entered — for example, yours instead of your client’s — the scan data is saved to the wrong profile. Depending on the situation, you may be able to correct the affected profile directly from within Styku Studio using administrator tools, or you can contact Styku support for further assistance.

What Changed After the Update

Styku Studio now requires a user to log in with an email address before a scan begins. The system treats whatever email is entered at that point as the active profile for the entire session. If your own email is entered instead of your client’s, the scan will be recorded under your account rather than theirs.

How to Spot This Problem

Check for these signs after scanning a client:

• The scan does not appear in your client’s profile or mobile app
• The scan appears in your own profile instead
• Your client cannot view their results or progress comparison

What to Do

Option 1: Correct the Profile Yourself (Administrator)

If the scan was saved under a profile with the wrong email address, you can update the profile information directly in Styku Studio using administrator tools:

1. From the administrator view, press the Settings button to open the Settings menu.
2. Scroll down and choose the Customer Profiles and Scan Data option.
3. Log into your administrator account.
4. Choose the Edit Profile option.
5. Search for and select the profile you want to edit, then press Continue to load the profile.
6. Change the profile information as needed. There are two pages of information. When you’re finished, press Continue. The profile will close and you’ll be taken back to the Settings page. You can close the settings; the profile is now updated with the new information.

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 are read-only in Studio and a message asks you to have the customer update the information themselves in the Styku mobile app. If the client’s app account is associated with a wrong or inaccessible email address and they cannot log in to correct it themselves, the fix is to have the client create a new Styku mobile app account using the correct email address, and then contact Styku Support to merge the old account into the new one so all prior scan history carries over.

If you need to remove a scan that was incorrectly saved, you can also delete it from the same Customer Profiles and Scan Data section:

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

Option 2: Contact Styku Support

If you are unable to resolve the issue using the administrator tools above, Styku support can assist on the backend.

1. Open the Styku Business Portal and submit a support ticket.
2. Include the following details in your message:
   • Your client’s full name
   • Your client’s email address (the one the scan should be moved to)
   • The date the scan was performed
   • The email address the scan was incorrectly saved under
3. Wait for support to confirm the issue has been resolved.

How to Avoid This Going Forward

• Before starting any scan, double-check that you have entered your client’s email address, not your own.
• If you manage multiple clients in a session, confirm the correct email is entered at the start of each new scan.
• Clients can create their accounts ahead of time by downloading the Styku mobile app and creating their account there. When they come in to scan, they can log in directly to their account using the QR code option in Styku Studio — this is the fastest, easiest way to log in and start scanning, and reduces the risk of entering the wrong email address.

Note: Administrators can also create client profiles before scanning by going to Settings → Customer Profiles and Scan Data → Create Profile (requires email, first name, last name, birthday, sex, and height).

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

If the problem persists, contact support and include: your client’s full name, their correct email address, the date of the affected scan, and the email address the scan was incorrectly saved under.

Applies to: Styku Studio, all Styku scanner models

Related Resources

• My customer’s scan profile has the wrong email address, or other incorrect info. How can I fix it?
• Can I create a profile without doing a scan?
• How do I delete a scan?

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