Why is a completed scan missing from a client's profile in Styku Studio?

If a completed scan is not showing in a client's profile in Styku Studio, it was most likely saved under a different email address, deleted, or did not finish uploading to Styku's servers. You cannot recover a missing scan on your own — contact Styku Support with the client's details and our team will locate it on the backend.

Step 1: Check a Few Things First

Before contacting support, try these quick checks:

Reset the profiles list and reopen Styku Studio. If the profiles list appears incorrect or out of date, close the Styku software, open the folder icon, and navigate to C:\ProgramData\StykuV5\archive cache. Delete the file named body_cache_v2.cfg, then reopen the software. This forces the software to rebuild the local profiles cache and may restore a scan that was not displaying correctly.
Search by email address. Open the client's profile and confirm the email address on file is correct. A typo or alternate email at the time of scanning is a common reason a scan goes missing.
Check whether the scan exists under a different profile. If the client has ever been scanned under a different email address, their scan may be stored under that alternate profile. You can search for profiles by name or email address from the administrator view: press Settings, scroll down and choose Customer Profiles and Scan Data, log in with your administrator credentials, and use the search box to look up the client.
Correct a wrong email address if found. If you locate the profile but the email address or other information is incorrect, you can fix it without contacting support. From the administrator view, press Settings, scroll down and choose Customer Profiles and Scan Data, log in, choose Edit Profile, search for and select the profile, then update the information across the two pages of profile details and press Continue to save.
Check your internet connection. Styku Studio requires an active internet connection to sync scan data. If the connection dropped during or after the scan, the upload may not have completed.

Note: In Styku Studio V5, the client logs in to their scan profile prior to scanning — not the scanner administrator. If the wrong person was logged in at scan time, the scan will have been saved to that person's profile rather than the intended client's profile.

Step 2: Check What the Client Can See in the Mobile App

If the client uses the Styku mobile app, ask them to:

Log out of the app and log back in.
Confirm they are using the same email address that was used when their scan profile was created in Styku Studio.
Check whether the scan appears in their scan history in the app.

If the scan is visible in the mobile app but not in Styku Studio, note this when you contact support — it helps narrow down the cause.

Tip: Clients can create their Styku account ahead of time by downloading the Styku mobile app and registering there. When they arrive to scan, they can log in directly using the QR code option in Styku Studio V5, which is the fastest and easiest way to ensure the scan is saved to the correct profile.

Step 3: Contact Styku Support

If you still cannot locate the scan, contact Styku Support. Our team can search the backend for the scan, check for profile mismatches, deleted records, and upload failures. If the scan is found under a different profile, we can move it. If it was deleted, our engineering team will attempt to reinstate it.

To submit a support request:

Include the following information in your request:

Client's full name
Client's email address used in Styku Studio
Date the scan was performed
What you see when you search for the scan (e.g., profile exists but scan is missing, profile not found at all)
Whether the scan is visible in the client's mobile app

Common Causes at a Glance

Wrong email address at scan time — the scan was saved to a different profile; you can correct profile information yourself via Settings > Customer Profiles and Scan Data > Edit Profile
Wrong client logged in at scan time — in Styku Studio V5, the client must log in to their own profile before scanning; if the administrator or another client was logged in, the scan was saved to the wrong profile
Accidental deletion — a scan was deleted from the profile by staff using Settings > Customer Profiles and Scan Data > Delete Scans, or due to a software error
Stale local profiles cache — deleting body_cache_v2.cfg from C:\ProgramData\StykuV5\archive cache and reopening the software can resolve profile display issues
Incomplete upload — the scan did not finish syncing to Styku's servers, often due to a lost internet connection
Software error — in some cases a backend issue can cause a scan to disappear from the profile view

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 in Styku Studio, the date of the missing scan, a description of what you see in the profile, and whether the scan is visible in the Styku mobile app.

Applies to: Styku Studio V5, all Styku scanner configurations

Related Resources

How do I delete a scan?
How do I reset the profiles list in the Styku software?
My customer's scan profile has the wrong email address, or other incorrect info. How can I fix it?
How to Scan in Styku Studio V5
Can I create a profile without doing a scan?