Why is my scan stuck in 'Processing' status in the Styku mobile app?

If a scan is stuck showing Processing in the Styku mobile app and never becomes viewable, this issue may stem from the scan not having been fully uploaded to the cloud. For scans to be processed and presented in the Styku mobile app, they must be uploaded to the cloud — this requires the scanning computer to remain open and connected to the internet after the scan is taken. If the computer was closed or the internet connection was disrupted, the scan may not have uploaded successfully. In some cases, the issue may be a backend processing failure requiring investigation by the Styku support team.

What this looks like

One or more scans appear in the mobile app with a Processing status
The scan never finishes loading, even after waiting a long time
Other scans from different sessions may display normally
You cannot view results or run comparisons for the affected scan

What to do

Confirm the scan is genuinely stuck — generally, it may take up to 15–20 minutes to view scan results in the mobile app after scanning, depending on the network connection of both the scanning computer and your phone. Wait a reasonable amount of time before reporting it as a processing issue.
Contact the business location where you were scanned. It is likely that the computer used to scan with has been closed or the internet connection was disrupted, preventing the scan from uploading to the cloud. Ask them to ensure the Styku software is open and the computer has a strong internet connection so the scan can be processed.
Note the date of the affected scan and the name of the member who was scanned. You will need this when contacting support.
Check that other scans are displaying correctly in the app. This helps confirm the issue is isolated to a specific scan rather than a broader connectivity problem.
If the issue persists after the above steps, submit a support ticket through the Styku Business Portal so the support team can locate the scan job on the backend and reprocess it.

What to do if your account email may be the cause

Some scans may appear missing or stuck due to account email mismatches. Make sure you are using the same email address in your Styku mobile app account that you used for scanning. If you have scanned using multiple emails, your scans may not all be visible under a single profile. To merge scans from multiple emails, follow these steps in the mobile app:

Log in using the email and phone number associated with the account that has some of your scans.
Tap your initials in the upper right-hand corner of the dashboard.
Select Profile Information.
Select Change Email.
Follow the steps to change and verify the other email address you have scans associated with.

Once completed, all your scans will be merged and processed under the same email address.

How to contact support

The support team targets a response within 1 business day. Once they locate the affected scan on the backend, they can trigger reprocessing to make it available in the app.

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

If the problem persists, contact support and include: the full name of the member whose scan is stuck, the exact date the scan was taken, the name of your business/location, and whether other scans from the same member or other members are displaying correctly in the app.

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

Related Resources

Styku Mobile App Frequently Asked Questions