Why isn't my client receiving Styku scan report emails?

Some email providers, especially older ones like AOL, may block or filter emails sent from Styku. This means your client may never receive their scan report email, even if all other emails arrive normally. This can happen repeatedly across multiple scan sessions. Until the underlying issue is resolved, you can manually send your client a PDF copy of their scan report as a workaround.

Note: Studio V5 no longer sends email verification codes during the scan login flow. Identity verification at the scanner uses a birth date check on the email path, or the QR code path (no verification needed). See How do clients verify their identity when scanning in Styku Studio V5?. Mobile app login (separate from the scanner flow) does still use SMS / email codes — see Why am I not receiving the verification code to log into the Styku mobile app?.

What causes this?

Styku sends automated scan report emails — links or attachments — after a scan is completed. Certain email providers may silently block or filter these automated messages. The client's inbox may appear to work fine for other senders, but Styku's emails never arrive. This issue is not something you or your client can fix on your end — it requires investigation by Styku's technical team.

What to do right now

Step 1: Export and send the scan report manually

You can export the client's scan report as a PDF from Styku Studio and send it to them directly.

Open Styku Studio on your scanner laptop.
Press the Open Profile button and open the client's most recent scan.
Press the Share Results button to access export and report options.
Select the option to save the scan report as a PDF, then choose a location to save the file and press Save.
Email the PDF directly to your client from your own email address.

This bypasses Styku's automated email system entirely and gets the client their results right away.

Tip: You can also customize which pages are included in the PDF report before sending. In Styku Studio, go to View Profiles, enter your PIN, then choose Settings > Reports and Sharing > Advanced (log in with your Styku administrator account). Under Scan Report Pages or Progress Report Pages, you can add or remove pages. Note: changes here apply to all reports sent from the software going forward.

Step 2: Suggest a different email address for future scan profiles

If you can update the client's profile email address, suggest a Gmail or Outlook account. These providers are much less likely to block automated emails than older providers like AOL. The same applies if the client wants to use the Styku mobile app — using a deliverable address up front avoids future issues.

Tip: Your clients can also create their Styku account ahead of time by downloading the Styku mobile app and setting up their account there before coming in for their scan. When they arrive, they can log in directly using the QR code option in Styku Studio — this is the fastest, easiest way to log in and start scanning.

Step 3: Report the issue to Styku Support

This is a known deliverability problem that needs to be escalated to Styku's technical team. Submit a support ticket so they can investigate.

How to contact support

Visit the Styku Business Portal at styku.com/portal and complete the support ticket form.
Target response time is 1 business day.

Tips for your client in the meantime

Check the spam or junk folder for any emails from @styku.com.
Add noreply@styku.com (or any @styku.com address) to their contacts or safe sender list — this may help in some cases.
Use a Gmail or Outlook address as an alternative if possible.

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

If the problem persists, contact support and include: the client's email address and email provider (e.g., AOL), the date(s) the scan was performed, the name of your business location, a description of what was expected to arrive (scan report email, share link, etc.), and confirmation of whether the PDF workaround was attempted.

Applies to: Styku mobile app (all versions), Styku Studio V5, all Styku configurations

Related Resources

Can I choose what scan/progress report pages are sent to customer after a scan?
Can I create a profile without doing a scan?
How do clients verify their identity when scanning in Styku Studio V5?
Why am I not receiving the verification code to log into the Styku mobile app?