Why am I not receiving the verification code to log into the Styku mobile app?

If the verification code isn't arriving, the most common cause is a mismatch between the contact information used to log in and what was recorded during your scan. Styku support can look up your account and fix the issue, but they need a few details from you first.

Who does this affect?

This issue affects end users — the people who were scanned on a Styku scanner — when they try to log into the Styku mobile app to view their results. It does not affect logging in at the scanner — Studio V5 no longer uses verification codes for scan login (see How do clients verify their identity when scanning in Studio V5?). Mobile app login codes are only required the first time you log in, after a logout, or after certain app updates.

What to check first

Before contacting support, try the following:

1. Confirm the email address you are using. Make sure you are entering the same email address that was used when your scan profile was created. Even a small difference (typo, different address) will prevent the code from arriving.
2. Check your spam or junk folder. Verification emails can sometimes be filtered automatically.
3. Wait a few minutes. SMS and email delivery can occasionally be delayed. Wait at least 2–3 minutes before trying again.
4. Try the other delivery method. If you requested an SMS code, try requesting an email code instead, or vice versa.
5. Consider creating your account in advance through the Styku mobile app. Clients can download the Styku mobile app and create their account before coming in for a scan. When they arrive, they can log in directly to their account using the QR code option in the Styku Studio software — this is the fastest, easiest way to log in and start scanning, and ensures contact information is correct from the start.

If the code still doesn't arrive

The contact information stored in your Styku profile may be incorrect. Support will need to look up your account and verify what is on file.

If you are a client (someone who was scanned), contact the gym or clinic where you were scanned. Ask them to submit a support ticket on your behalf. Styku support does not currently have a way to look up accounts by phone number — an email address is required.

If you are a gym or clinic owner or manager, submit a support ticket and include the details listed at the bottom of this article. Support will check the activity logs and correct any contact information issues on the backend.

What support will do

Once a ticket is submitted, Styku support will:

• Locate the client's scan profile using their name or email address
• Check what contact details are on file
• Review delivery logs for any failed verification code attempts
• Correct the profile if the wrong phone number or email address is stored

How to contact support

Log in to the Styku Business Portal at styku.com/portal and complete the support ticket form. Target response time is 1 business day. Styku does not offer phone support.

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

If the problem persists, contact support and include: the client's full name, the email address used when they were scanned, the name and location of the gym or clinic where the scan took place, a description of the error message seen in the app (if any), and whether the issue affects one client or multiple clients.

Applies to: Styku mobile app (iOS and Android), all Styku configurations

Related Resources

• How do clients verify their identity when scanning in Styku Studio V5?
• Why isn't my client receiving Styku scan report emails?
• Can I create a profile without doing a scan?