How do I fix a scan linked to the wrong email address?

If a scan was created under the wrong email address, Styku support can reassign it to the correct member profile. You cannot fix this yourself in Styku Studio — contact support and provide both email addresses so the team can merge or move the scan on the backend.

Why This Happens

In Styku Studio V5, the client logs in to their scan profile prior to scanning — either by scanning a QR code with their phone or by entering their email address directly on the scanner screen. If a staff member assists with setup and types the member's email address manually, a typo — even a single missing or swapped letter — creates a new, separate profile instead of linking to the member's existing account. The member then cannot see the scan in the Styku mobile app because it is attached to the wrong profile.

How to Get It Fixed

1. Identify the incorrect email address that was entered during scan setup (the one with the typo).
2. Identify the correct email address — the one the member uses to log in to the Styku mobile app.
3. Note the approximate date of the scan you need reassigned.
4. Contact Styku support through one of the channels below and provide all three pieces of information.

How to Contact Support

• Business Portal (preferred): Log in to the Styku Business Portal and submit a support ticket using the ticket form.

Support responds within 1 business day (Monday–Friday).

Tips to Prevent This in the Future

• In Styku Studio V5, encourage clients to log in themselves using the QR code option or by entering their own email address on the scanner screen — this removes the risk of a staff member mistyping the address.
• If staff are assisting with profile setup, ask members to spell out their email address before it is typed, or show them the screen to confirm it is correct before saving.
• Double-check the email field carefully — one wrong character creates a brand-new profile.
• If your facility uses a sign-in sheet or intake form, collect the member's email address in writing so staff can copy it accurately.

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

If the problem persists, contact support and include: the incorrect email address used during scan setup, the correct email address the member uses in the Styku app, the approximate date the scan was performed, and the name of your facility and its location.

Applies to: Styku Studio (all versions), Styku mobile app, all Styku scanner models.

Related Resources

• How to Scan in Styku Studio V5
• How do I delete a scan?