How do I get viewing license keys replaced or reset after staff changes or a software update?

If a staff change or software update has made your Styku viewing license keys invalid, support can reset your existing keys or issue new ones. You do not need access to the original purchaser's account to request this — just contact support with the affected key information.

What causes viewing license keys to become invalid?

Viewing licenses are tied to the machine and account they were activated on. They may stop working when:

A staff member who set up the license leaves and their account credentials are no longer accessible
Hardware on a computer is replaced or significantly changed, altering the machine's identity
A software update logs users out or requires reactivation

Step 1: Identify which license keys need attention

Before contacting support, gather the following:

The license key(s) that are showing as invalid or inaccessible
The reason each key needs attention — for example: staff change, hardware change, or software update
The email address your Styku account is registered under, if known

If you no longer have access to the original account used to purchase or activate Styku, you can still request key resets — support can look up your account using your business address or other identifying information.

Step 2: Contact Styku support

Submit a request through the Styku Business Portal at styku.com/portal. In your message, include:

The affected license key(s)
Whether you need a reset (same key, cleared so it can be reactivated) or a replacement (new key issued)
The reason: staff change, hardware change, or software update

Support will generate a new viewing license key for you upon receiving your request via the Business Portal.

Step 3: Activate the new or reset key

Once support confirms your keys are ready:

Download the latest Styku Studio software onto the computer where you want to activate the license, if you have not already done so.
Launch the software and, when asked, log in to your existing Styku account.
When prompted, enter the viewing license key provided by Styku support to activate the device under your Styku account.
Follow the on-screen steps to complete activation.

Note: The computer must be connected to the internet to complete license activation. If you see an "Unable to connect to the license server" error during activation, check that your Wi-Fi adapter is turned on and that the computer is connected to a network before trying again. See the related article: I'm getting a "Unable to connect to the license server" error. How can I check my internet connection?

Important — License key sharing policy: Per Styku's Software License Grant terms, license keys must not be disclosed to any third party, and you must follow Styku's recommended download, activation, and installation procedures. Failure to do so constitutes a breach of the license agreement. Each viewing license key is issued for use on a single permitted device under your Styku account.

If you also need to update the Styku Studio admin account

If the Styku Studio administrator account is still registered to a former employee's email and you cannot log in, support can reset the password for that account so you can access it and update the email address. See the related article: How can I change the Administrator account on my Styku?

Viewing licenses vs. scanning licenses

Viewing licenses let staff view scan results on additional Windows computers without scanning capability.
Scanning licenses are required on the main scanner laptop to perform scans.

Both types can be reset or reissued by support. Make sure you specify which type you need when submitting your request via the Business Portal.

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

If the problem persists, contact support and include: the affected license key(s), the specific error message displayed in Styku Studio, the reason the key became invalid (staff change, hardware change, or software update), and the email address associated with your Styku account.

Applies to: Styku Studio, all Styku configurations with active viewing or scanning licenses

Related Resources

Can I view Styku scan data remotely from a home or off-site computer?
How do I transfer or update the Styku administrator account to a new staff member?
Styku Product-Specific Terms of Service — Software License Grant and Restrictions
I'm getting a "Unable to connect to the license server" error. How can I check my internet connection?