Legacy User Access
Information for palmEM users who purchased the app before the subscription model - maintaining your grandfathered access and resolving access issues.
If you purchased palmEM AI before we transitioned to subscriptions, you have legacy access to the app. This guide explains how your grandfathered access works and how to troubleshoot if you're seeing a paywall.
What is Legacy Access?
Legacy users are those who purchased palmEM AI as a one-time purchase through the App Store or Google Play before we introduced the subscription model.
Legacy users retain:
- Full access to all existing content
- All content updates and improvements
- Continued access without a subscription
What might require a subscription: New features introduced after your original purchase (like the AI Reference) may require a subscription upgrade. The core clinical content you paid for remains fully accessible.
The Critical Requirement: Email Match
Most Common Issue
To maintain legacy access, you must be logged into palmEM AI with the same email address associated with your original App Store (iOS) or Google Play (Android) purchase.
If your emails don't match, the app can't verify your legacy status and will show a paywall.
Finding your purchase email:
- iOS: The email associated with your Apple ID when you purchased the app
- Android: The email associated with your Google Play account when you purchased the app
If your palmEM login email doesn't match the purchase email above, that's why you're seeing a paywall. The steps below walk you through fixing it.
Restoring Your Legacy Access
If you're seeing a paywall as a legacy user, work through these steps in order.
Step 1: Find your palmEM account email
Open the side menu
Launch palmEM and tap the menu icon (☰) in the top-left corner.
Check the account email
If you're signed in, your palmEM account email appears under the palmEM logo. If no email appears, you're not signed in.
Compare the email address shown in palmEM with the email address used for the original purchase, then choose the matching path:
- No email appears: follow Step 2A.
- The email is different from your purchase email: follow Step 2B.
- The email matches your purchase email: skip to Step 3.
Step 2A: No email is displayed
Open Settings
In the side menu, tap Settings at the bottom.
Tap Sign In
On the Settings screen, tap Sign In.
Sign in or sign up with your purchase email
Use the same email address as the Apple ID (iOS) or Google Play account (Android) that originally purchased palmEM AI. If you haven't created a palmEM account with that email yet, tap Sign Up and create one with that email.
Once you're signed in with the correct email, continue to Step 3.
Step 2B: The wrong email is displayed
Open Settings
In the side menu, tap Settings at the bottom.
Sign out
On the Settings screen, tap Sign Out.
Sign back in with your purchase email
Sign in using the same email address as the Apple ID or Google Play account that originally purchased palmEM AI.
Once you're signed in with the correct email, continue to Step 3.
Step 2C: Your purchase email is displayed
Your account is already using the correct email. Continue to Step 3.
Step 3: Restore and refresh access
Try accessing content
Open the content that was showing the paywall. If it opens, your legacy access is restored. If the paywall appears again, continue to the next step.
Restore your purchase
On the paywall screen, tap Restore Subscription or Restore Purchases.
Force close and reopen palmEM
Completely close the app, reopen it, and your access should be restored. If you're still seeing the paywall, continue to the next step.
Step 4: Contact Support
If you're still seeing a paywall after signing in with your purchase email and restoring purchases:
Contact palmEM support and include:
- The email you're logged in with
- The email associated with your App Store/Google Play account
- Date of your original purchase
- Screenshot of your receipt (if possible)
We'll verify your legacy status and restore your access manually if needed.
For New Users: Current Subscription Options
If you're new to palmEM AI or don't have a legacy purchase, subscription options include:
Annual Subscription:
- Full access to all features
- Includes 7-day free trial
- Best value
Monthly Subscription:
- Full access to all features
- Billed monthly
- No trial period
Canceling a trial: If you started a free trial and don't want to continue, cancel at least 24 hours before the trial ends to avoid being charged.
PediTape is Always Free
Regardless of subscription or legacy status, PediTape (weight-based pediatric dosing) is completely free for all users. No purchase or subscription required.
Common Issues & Quick Fixes
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Migrating Notes from Legacy Versions
Step-by-step guide to transfer your notes from palmEM versions before v10 to the new cloud-based, encrypted notes system.