What should I do if my Styku hardware stops working at the same time I need to renew my subscription?

If your Styku scanner has a hardware problem and you also need to renew your subscription, contact support and describe both issues in one message. Support will typically resolve the hardware problem first, then complete the license renewal or reactivation once your scanner is back up and running.

Step 1: Report Both Issues Together

When you contact support, clearly describe everything that isn't working. Include:

The hardware problem (for example, "my turntable isn't being detected")
That you need to renew or reactivate your subscription
Your business name and the location the scanner is at

Reporting both issues at once helps support coordinate the right teams without extra back-and-forth.

Step 2: Hardware Gets Resolved First

Support will prioritize the hardware issue. For example, if your turntable is not being detected and cannot be fixed remotely, support will arrange a replacement unit.

What to expect during a hardware replacement:

Support will ask you to confirm your delivery address before shipping
Replacement dispatch typically takes 2–7 business days
You will receive tracking information by email once your replacement ships
Support will tell you whether you need to return the faulty part — confirm this with your agent before sending anything back, as instructions can vary

Step 3: License Reactivation After Hardware is Resolved

Once your replacement hardware arrives, support will provide a license key to activate the new device. If you are switching from one computer to another, you may also need to clear a configuration file before the new activation works.

To set up a replacement computer:

On the new computer, open File Explorer and navigate to C:\ProgramData\StykuV5
Delete the file named auth_v3.cfg if it exists
Download the latest Styku Studio software onto the computer
Open Styku Studio
Log in with your Styku account email
Enter the license key provided by support when prompted

Per Styku's Software License Grant policy, you must follow the recommended download, activation, and installation procedures for each software product licensed under your agreement — failure to do so constitutes a breach of the agreement. Additionally, license keys are unique to your account and must not be disclosed to or shared with any third party.

If you want to use a second computer only for viewing scans (not scanning), support can provide a separate viewing-only license key. To set this up: download the latest Styku Studio software onto the additional Windows computer, launch the software, log in to your existing Styku account, and enter the viewing license key when prompted to activate the device. If you do not yet have a viewing license key, send a request through the Styku Business Portal (styku.com/portal) and Styku will generate one for you. This lets you review scan results on another Windows computer without it interfering with your main scanning license.

Step 4: Subscription Renewal

Subscription renewal is handled separately from hardware and license activation. If your subscription has lapsed or you want to discuss plan options, a Styku sales team member will follow up with you. You can also log in to the Styku Business Portal to review subscription options and payment methods.

Note: Per Styku's non-payment policy, if any amount owed on your account becomes overdue, Styku will notify you before suspending service. If the full amount is not paid within 10 days of that notice, Styku may suspend access to some or all services. If your service is suspended for non-payment, a reactivation fee may be charged to reinstate it. Service will not be suspended while you are disputing charges reasonably and in good faith and cooperating diligently to resolve the dispute.

Tips to Keep Things Moving

Reply promptly to support emails — delays in confirming your shipping address or other details slow down hardware replacements
Keep your license key somewhere safe — it is printed on the user guide that shipped with your scanner and is also available in the Styku Business Portal
If you have multiple scanners at different locations, mention each one separately so support can track them correctly
Styku does not have an inbound phone support line — the fastest way to get a response is to submit a ticket through the Styku Business Portal.

How to Contact Support

Preferred: Submit a ticket at styku.com/portal
Response target: 1 business day

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

If the problem persists, contact support and include: your business name and location, the specific hardware symptom (for example, "turntable not detected" or "screen not turning on"), the computer or tablet model you are using, any license keys you have already tried, and whether you are trying to activate a scanning license or a viewing-only license.

Applies to: All Styku configurations; Styku Studio V5; all scanner models

Related Resources

Can I access my client's profiles from another computer with Styku?
Styku Product-Specific Terms of Service — Software License Grant and Restrictions
Styku Customer Terms of Service — Suspension for Non-Payment