iOS App Support

iOS App Support

Support for The Sanford Guide to Antimicrobial Therapy, The Sanford Guide to HIV/AIDS Therapy, and The Sanford Guide to Hepatitis Therapy for iOS. Click here for a brief tutorial video.

When I tap "Subscribe Now" or "Begin Free Trial," a wheel spins but nothing happens.

This issue is caused by one of three scenarios:

  • Your device is not connected to the internet via WiFi. To preserve your cellular data, cellular data usage is set to "OFF" by default. Either connect to the internet via WiFi or go to the Settings app and turn on cellular data for the Sanford Guide app. Content updates typically use about 50MB of data.
  • You may have disabled in-App Purchases on your device. Follow these steps to resolve the issue:
    • Users with iOS 12 or above:
      • Open the Settings app
      • Tap Screen Time, then tap Turn on Screen Time
      • Tap Continue and follow prompts until you can tap Content & Privacy Restrictions
      • Turn on Content & Privacy
      • Tap iTunes & App Store Purchases
      • Tap In-App Purchases and set to Allow
    • Users with older versions of iOS:
      • Open the Settings app
      • Tap General, then tap Restrictions
      • Ensure that the In-App Purchases toggle is on (green)
  • The Apple App Store may be temporarily unavailable in your region. Wait a few hours and try again.

I believe I have a current subscription, but the app says my subscription expired.

There are several scenarios which can cause this to happen.

  • Your subscription has expired.
    • To ensure that your subscription is valid, check your subscription status using these instructions. Subscriptions may not renew if you turned off automatic renewal or if your credit card information needs to be updated.
  • Your subscription was recently renewed, but you have not connected to the internet via WiFi.
    • Quit the app, ensure that your device has a strong internet connection via WiFi, and try again. Once your app has successfully verified your subscription, you will be able to use it offline.
  • You purchased an In-App Subscription with a different Apple ID.
    • Ensure that your device is configured with the same Apple ID that you used to purchase your subscription.
  • Your subscription was purchased from Google Play.
  • Your subscription is to a different Sanford Guide app.
    • Sanford Guide produces multiple mobile apps. Please ensure that the app you downloaded corresponds to your subscription. If you have access to Sanford Guide content through Sanford Guide All Access, Sanford Guide with Stewardship Assist, or your institution, access is available through the Sanford Guide Collection app, and not the Antimicrobial Therapy app.
  • If none of these solutions resolve the issue, it is possible that there is a corrupted file causing the issue. Please do the following to clear all app data on your device:
    • Delete the app.
    • Turn your iPhone or iPad off and then back on again.
    • Download the app from the App Store, and if prompted, enter the password for your Apple ID when you open the app.
    • When prompted, tap the Restore Content button.
    • If you reach a screen that allows you to enter a username and password and there is no Restore Content button, this means that no subscription was found. If this happens, please call or e-mail our tech support team for assistance. It will be helpful for us if you can provide a screen shot of your Purchase History so that we can provide you with the appropriate assistance.

How long is the subscription period?

  • Individual subscriptions to The Sanford Guide (Sanford Guide Collection, Antimicrobial Therapy, HIV/AIDS, or Hepatitis) generally last 1 year from the date of purchase or activation. Some institutional customers may have different subscription durations.

How do I turn off auto-renew?

  • App subscriptions purchased through the Sanford Guide¬†Store will not automatically renew, but we will send you a reminder to renew shortly before your subscription expires.
  • Subscriptions purchased from the App Store are set to automatically renew one day prior to expiration. If you would like to turn off automatic subscription renewal, iOS users can go to the Account Screen and then select "Manage subscription." Note that if you do not renew your subscription, you will no longer have access to Sanford Guide content.

How often is content updated?

  • Sanford Guide digital content is updated daily with the latest available information. Content updates download in the background as you use the app. At the bottom of each content page is the date that content was last updated.
  • To receive updated content, you will need to be connected to the Internet.

My question isn't answered here.