Instant Ink account management | HP® Customer Support

I cannot access my Instant Ink account

If you forgot your password, reset it from the sign-in page.

Go to the account sign-in page:
- Home / Home Office: Sign into your Instant Ink account (instantink.com)
- Business: Sign into your Instant Ink for Business account (admin.hpsmart.com)
If you forgot your password, enter the user name or email for the account, click Next, and then click Forgot your password?. HP sends a password reset email.
If you forgot the user name or email for the account, or still cannot log in, contact HP Instant Ink support.
- Home / Home Office: HP Instant Ink support
- Business: HP Instant Ink for Business support

Change your payment information

Change the payment method on your HP Instant Ink account.

Before you begin

Change payment information for Home / Home Office

Note:

Each subscribed Home / Home Office printer is billed separately.
Direct Debit can be used in some areas. Your financial institution may require you to re-enter your IBAN number periodically, even if your account has the correct number.

Sign into your Instant Ink account.
Click Account in the left menu, then Billing.
Click Change Payment Method to open the Billing details window.
Select a payment method, and then enter all payment information:
- Credit/debit cards: enter card number, CVV, and expiration date, even if only the expiration date has changed.
- Direct Debit: re-enter your IBAN number, even if it has not changed. Confirm other payment details.
- PayPal: follow the on-screen instructions to link your PayPal account. Home / Home Office users cannot use PayPal during initial printer setup, but may switch to it later.

Change payment information for Business

Note:

All subscribed Business printers are included on a single monthly bill.
Direct Debit can be used in some areas. Your financial institution may require you to re-enter your IBAN number periodically, even if your account has the correct number.

Sign into your Instant Ink for Business account.
Open Account in the left menu, then Billing.
Expand the section for your current billing method and click Update Payment.
Select Business, and then enter your payment details.
- Credit/debit cards: enter card number, CVV, and expiration date, even if only the expiration date has changed.
- Direct Debit: re-enter your IBAN number, even if it has not changed. Confirm other payment details.
- PayPal: follow the on-screen instructions to link your PayPal account.

Problems?

If you see an error or continue to have payment issues with your account after updating your payment method, contact your card provider. New security measures may require you to validate subscription charges with your provider.
If your account was suspended, we retry the charge after you update your payment method. It can take up to 30 minutes to resume printing.
If you have more than one email address, make sure you are using the address associated with your Instant Ink account.
If the Instant Ink account page is not loading, make sure you are using Google Chrome, Safari, or Microsoft Edge. Try refreshing the browser window.
If you are logged in to the correct page, the URL in the browser address bar includes the term "hpsmart.com."
If you do not see a navigation menu on the left side of the page, click the menu icon at the top left.
If you still have problems, go to HP Instant Ink support for assistance:
- Home / Home Office: HP Instant Ink support
- Business: HP Instant Ink for Business support

Change or verify your shipping address

Change your shipping address from your HP Instant Ink account page.

Change your shipping address for Home / Home Office

Your account can only have one shipping address.

Sign into your Instant Ink account.
Open Account in the left menu, then Shipping, then Edit Shipping Information.
Make changes, and then click Save.

Change your shipping address for Business

Each enrolled printer can have a different shipping address. You can set a default shipping address to apply to new printers.

Sign into your Instant Ink for Business account.
Click HP Instant Ink, then Overview in the left menu and make sure the printer you want to change is selected.
Click Change next to Shipping in the Plan Details section.
Either select a different address from the list or click Add New Address to create a new shipping address.

To change your default address, see which printers are associated with each address, or add or delete addresses from your list:

Sign into your Instant Ink for Business account.
Click Account, then Shipping in the left menu.

If your shipment went to the wrong address

If your shipment went to the wrong address, contact HP Instant Ink support for assistance:

Home / Home Office: HP Instant Ink support
Business: HP Instant Ink for Business support

Account or payment problem message displays

Update your payment information if you receive a Declined Payment, Account Problem, Account Suspended, Payment Problem, or Your Account Needs Attention message.

About this task

Your credit card may have expired. Update your payment method on your Instant Ink account page to fix the problem.

Home / Home Office

Sign into your Instant Ink account.
Click Account in the left menu, then Billing.
Click Change Payment Method to open the Billing details window.
Select a payment method, and then enter all payment information:
- Credit/debit cards: enter card number, CVV, and expiration date, even if only the expiration date has changed.
- Direct Debit: re-enter your IBAN number, even if it has not changed. Your financial institution may require you to re-enter your IBAN number periodically, even if your account has the correct number. Confirm other payment details.
- PayPal: follow the on-screen instructions to link your PayPal account. Home / Home Office users cannot use PayPal during initial printer setup, but may switch to it later.

Business

Sign into your Instant Ink for Business account.
Open Account in the left menu, then Billing.
Expand the section for your current billing method and click Update Payment.
Select Business, and then enter your payment details.
- Credit/debit cards: enter card number, CVV, and expiration date, even if only the expiration date has changed.
- Direct Debit: re-enter your IBAN number, even if it has not changed. Your financial institution may require you to re-enter your IBAN number periodically, even if your account has the correct number. Confirm other payment details.
- PayPal: follow the on-screen instructions to link your PayPal account.

Problems?

If you see an error or continue to have payment issues with your account after updating your payment method, contact your card provider. New security measures may require you to validate subscription charges.
If your account was suspended, we retry the charge after you update your payment method. It can take up to 30 minutes to resume printing.
If you have more than one email address, make sure you are using the address associated with your Instant Ink account.
If the Instant Ink account page is not loading, make sure you are using Google Chrome, Safari, or Microsoft Edge. Try refreshing the browser window.
If you are logged in to the correct page, the URL in the browser address bar should include "hpsmart.com."
If you do not see a navigation menu on the left side of the page, click the menu icon in the top left to show the navigation menu.
If you still have problems, go to HP Instant Ink support for assistance:
- Home / Home Office: HP Instant Ink support
- Business: HP Instant Ink for Business support

How do I fix a Security session expired message?

Fix a Security Session Expired message on your Instant Ink account page, which persists after you attempt to log out.

Procedure

Close all browser windows.
Open your browser in Incognito or Private Browsing mode.
Sign into your Instant Ink account in the Incognito or Private Browsing tab.
If the error persists, go into browser settings and clear cookies and cached files. In most web browsers, you can open a dialog to clear browsing data by pressing Ctrl-Shift-Delete (Windows) or Command-Shift-Delete (macOS).
Once the cache is cleared, close all browser windows, reopen your browser, and then try to log into Instant Ink.
If the error persists, close all browsing windows and log into Instant Ink from another browser. For example, if you were using Chrome, try to log in using the Edge or Safari browser.
If the error persists, contact HP Instant Ink support.

How do I re-enroll in Instant Ink?

If you cancelled your Instant Ink service or Paper Add-on service, you have until the end of the billing cycle to stop the cancellation.

Procedure

Sign into your account:
- Home / Home Office: Sign into your Instant Ink account
- Business: Sign into your Instant Ink for Business account
Click HP Instant Ink, then Update Plan in the left menu.
Click the Keep Enrollment button at the top of the page to reinstate your account. The button appears until the end of the billing cycle.
If the Keep Enrollment button does not appear, then the cancellation has been finalized. Click Enroll or Replace a Printer or Enroll a Printer to enroll the printer and follow the steps to re-enroll the printer.

Pause your subscription

Depending on your printer model and plan, you might be able to pause your Instant Ink printer subscription for up to 6 months.

About this task

Some printers and plans are not eligible.
LaserJet printers and printers enrolled in Instant Ink for Business are not eligible.
During a subscription pause, your normal plan and monthly fees are suspended. You can continue to use any pages in your rollover balance.
Months paused during a free trial period are lost and the free trial period is not extended.
If you have a paper add-on service, it is also paused.
A subscription pause takes effect in the next billing cycle. You are charged your normal plan fee for the current billing cycle.
At the end of a pause, normal monthly billing starts again. You can pause again after two billing cycles are completed.

To pause your subscription:

Procedure

Sign into your account:
- Home / Home Office: Sign into your Instant Ink account
- Business: Sign into your Instant Ink for Business account
Verify the serial number by selecting Overview, and then Printer Details in the Status area.
Click HP Instant Ink, then Update Plan in the left menu.
Scroll to Plan Details.
Click Cancel my HP Instant Ink Subscription.
Select I’m cancelling temporarily.
- If options for pause length appear, your plan is eligible for a pause.
- If no options appear, your plan is not eligible for a pause.
Select a length of time and click Next.
Select the exact number of months to pause your subscription and click Pause My Plan.
Click Finish & Close. Instant Ink sends an email notification to confirm the subscription pause. Another email reminder is sent when the pause period ends.

Cancel your account

Before you cancel, consider other plan options and be aware of what happens after cancellation.

Before you begin

About this task

Note:

HP Instant Ink support has solutions for service and technical issues and can explain other plan options that may better fit your needs. Please contact HP Instant Ink support before you cancel:

Home / Home Office: HP Instant Ink support
Business: HP Instant Ink for Business support

Cancelling Instant Ink service

If you cancel:

You can continue printing with Instant Ink supplies until the end of your current billing cycle.
At the end of the billing cycle, you must remove Instant Ink cartridges and purchase Original HP Ink or Toner directly from the retailer of your choice to continue printing. Instant Ink cartridges only work in enrolled printers.
Your final monthly charge comes at the end of the billing cycle.
The Paper Add-on service ends with your Instant Ink service.

To cancel:

Sign into your account:
- Home / Home Office: Sign into your Instant Ink account
- Business: Sign into your Instant Ink for Business account
Verify the serial number by selecting Overview, and then Printer Details in the Status area.
Click HP Instant Ink, then Update Plan in the left menu.
Scroll to Plan Details.
Click Cancel my HP Instant Ink Subscription and then follow the prompts.

You receive an email confirmation immediately, and another at the end of the billing cycle.

Cancelling an HP Platinum printer subscription

If you decide to cancel your Platinum printer subscription, you can choose whether to keep or return your printer to HP.

A cancellation fee may apply, depending on how long the printer has been enrolled:

Within 30 days of enrolling the printer, there is no cancellation fee if you return the printer to HP within 10 days of cancelling.
Within one year, the early cancellation fee is the list price of the printer.
Between one and two years, the cancellation fee is half the list price of the printer.
After two years, there is no cancellation fee.

Sign into your Instant Ink account to cancel online, or contact HP Instant Ink Platinum Customer Care.

Replace an enrolled printer

Learn how your account changes when you replace an enrolled printer.

Home / Home Office: The HP Smart app has a printer replacement function that allows you to keep rollover pages, free months, prepaid amounts, account history, and other account information from the previous printer.

Follow the instructions that came with the new printer to set it up. Make sure to use the HP Smart app. If HP sends a replacement printer under warranty, the HP Smart app automatically replaces the printer during printer setup.
If you purchased a replacement printer, watch for the printer replacement option during setup with the HP Smart app.

Business: The HP Smart app does not manage printer replacement for Business accounts.

Follow the instructions that came with the new printer to set it up. Select the Instant Ink option during setup to enroll the new printer.
After enrolling the new printer, make sure to cancel any printer you no longer use to avoid charges.

Change your email address

Change your email address from your HP Instant Ink account page.

Home / Home Office

Sign into your Instant Ink account
Click Account, then Account Profile in the left menu, make the updates, and click Apply Changes.
A confirmation email is sent to your new email address. Open the confirmation email, and then click Confirm email address.

Business

HP sends emails to account administrators. Add or remove administrators to change addresses.

Add users or administrators to your Business account

Business account administrators can add users or administrators on the account page.

About this task

Only administrators can access the account page to perform management tasks. Users have access to some advanced solution features but are not permitted to perform administrative tasks. Only account administrators can receive support from HP.

Note:

HP recommends that all Business account have more than one administrator.

Procedure

Sign into your Instant Ink for Business account
Click Users in the left menu, then Invite.
Select the role, enter the email address of the individual, and click Add.

Move your service to another country/region

Instant Ink accounts are linked to the country/region of your HP account.

Procedure

To change the country/region for a printer in Instant Ink, add the printer to a different HP account that is in the desired country/region.
Cancel the original Instant Ink account to prevent continued billing. Enrolling the printer in a new account does not automatically delete the old account.
HP Instant Ink Platinum: The service is only available within the continental United States. If you move out of the service area, your subscription is cancelled and you may be charged an early cancellation fee.

How is my Instant Ink bill calculated, or why was it higher than expected?

Your monthly bill is based on the number of pages you print, not the number of shipments you receive. After you enroll, you cannot change your billing date.

Before you begin

Your regular monthly payment covers printing of your plan pages and any accumulated rollover pages.
If you print more than your plan and rollover pages, you are billed for additional pages.
If you have the optional Paper Add-on service and print more than your plan and rollover sheets, you are billed for additional sheets.
Charges for additional pages apply during trial months. If you have the option paper add-on service, charges for additional sheets apply during trial months.
If you cancel, you are charged at the end of your final billing cycle. After this final charge, you are not charged again.

About this task

You can view charges and print your invoice for any billing period:

Procedure

Sign into your account:
- Home / Home Office: Sign into your Instant Ink account
- Business: Sign into your Instant Ink for Business account
Click HP Instant Ink , then Print and Payment History in the left menu, then expand the Print and Payment History section.
Select the desired date, and then click Download for a specific bill, or Download All Invoices.

Change your plan

You can switch to a different monthly plan at any time.

Before you begin

Procedure

Sign into your account:
- Home / Home Office: Sign into your Instant Ink account
- Business: Sign into your Instant Ink for Business account
Click HP Instant Ink, then Update Plan in the left menu.
Make sure the printer you are interested in is selected. Different printers qualify for different plans.
Select another plan from the list.

Note:
Certain plans are only offered to qualifying Instant Ink customers. The plans you qualify for appear in your Update Plan choices.
- Any option on your current plan level, such as the Paper Add-on service for HP Instant Ink, changes automatically to the new plan level.
- If you upgrade, you can choose whether the change is applied immediately or in the next billing cycle.
- If you downgrade, your plan automatically changes on the first day of the next billing cycle. Your rollover maximum changes with your new plan, so you may lose rollover pages.

How are pages counted for Instant Ink?

HP Instant Ink is based on the pages you print, not cartridges or shipments you receive. Here is how Instant Ink counts pages.

What counts as a page?

Photo and text prints are counted the same. Your plan is based on the page count, not the amount of ink or toner used.
For your ink or toner plan, a double-sided print counts as two pages.
Only pages printed using Instant Ink ink or toner cartridges are recorded.

If I do not print all my plan pages, do I lose them?

If you do not print all your plan pages in a month, the unused pages are rolled over, and can be used in later months.
The rollover maximum balance depends on your plan pages.
If you downgrade your plan, you get a new rollover maximum. You lose any rollover pages over what your new plan allows.

What if I print more than my plan and rollover pages?

If you print more than your monthly plan pages and rollover pages, you are charged for additional pages. For example, if you are on the 50-page plan, have 10 rollover pages, and then print between 61 and 70 pages, you are billed for one additional page block.
Additional pages are not billed one by one, but in a block. The size of the block depends on your plan.
Unused pages from additional page blocks roll over so you can use them whenever you need to.
If you are consistently paying for additional pages, consider upgrading your plan.

When are pages counted?

Page counts are updated about once a day, not immediately.
If you enrolled with Instant Ink cartridges that came with your printer, page count start immediately.

How are sheets counted for the Paper Add-on service?

Sheets are tracked separately and may be different from the page counts for your ink or toner plan.
Rollover sheets are tracked separately and may be different from the page counts for your ink or toner plan.
If you print more than your monthly plan page level and rollover sheets, you are charged for additional sheets. For example, if you are on the 50-page plan, have 10 rollover sheets, and then print between 61 and 70 sheets, you are billed for one additional sheet block.
Unused sheets from additional blocks roll over so you can use them whenever you need to.
Sheets used outside of the enrolled printer are not monitored. Replenishment shipments may be late when this occurs.
Double-sided prints count as one sheet. If you print on only one side of a sheet in duplex mode, it also counts as one sheet.
If you print on specialty paper not provided by the service, such as photo paper, those sheets are not counted. Printing on standard paper not provided by the service is counted, and is replaced with replenishment sheets.
Sheet count does not start until your Paper Add-on service Welcome Kit arrives and you are fully subscribed to Instant Ink.

View your page count and payment history

Sign into your account:
- Home / Home Office: Sign into your Instant Ink account
- Business: Sign into your Instant Ink for Business account
Click HP Instant Ink, then Print and Payment History in the left menu.

View your plan and rollover page balances

Sign into your account:
- Home / Home Office: Sign into your Instant Ink account
- Business: Sign into your Instant Ink for Business account
Click HP Instant Ink, then Overview in the left menu.
Look for rollover pages in the Status area.

View the price of additional pages for your plan

Sign into your account:
- Home / Home Office: Sign into your Instant Ink account
- Business: Sign into your Instant Ink for Business account
Click HP Instant Ink, then Update Plan in the left menu.
Look for the cost for each additional block of pages for your plan under Current Plan.