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HP Customer Support - Knowledge Base

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HP Instant Ink - Manage your account

Sign into your HP Instant Ink account to change your payment information, shipping address, or plan.

Note:

Business: Only administrators can make changes in Business accounts.

Change your payment information

Change the payment method on your HP Instant Ink account.

Change payment information for Home / Home Office

A separate monthly plan fee is charged to your credit or debit card for each additional printer.

Note:

PayPal can be used for payments, but not during initial printer setup.

Sign into your Instant Ink account .
Open Account in the left menu.
Click BillingChange Payment Method. Make sure postal codes are in the correct format.

Change payment information for Business

You get a single monthly bill for all printers.

Sign into your Instant Ink for Business account .
Open Settings in the left menu.
Click Billing, then expand the section for your current billing method and click Update Payment.
Select Business and then enter your payment details. Make sure postal codes are in the correct format.

Fix payment problems

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.
When you update your payment method, you must re-enter all information, including card number, CVV, and expiration date.
Make sure you are using Google Chrome, Safari, Internet Explorer, or Microsoft Edge.
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

Apply a prepaid card

Prepaid cards apply a prepaid value to your account that is used to pay your monthly bill before charging any remaining balance to your payment method. They can be combined or applied at any time.

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 InkOverview.
Click Enter a Prepaid Code on the right side of the window.
Enter the key under the scratch-off area on the back of the prepaid card, exactly as it is printed.

Sign into your account

Sign into your HP Instant Ink account to check shipment status, make changes to your account, access troubleshooting tools, and more.

Sign into your account:
- Home / Home Office: Sign into your Instant Ink account (hpinstantink.com).
- Business: Sign into your Instant Ink for Business account (admin.hpsmart.com).
If you forgot your password, click Forgot your username or password?. Within a couple of minutes, HP sends an email to help reset your password.
If you forgot the email address for your HP account, or still cannot log in, contact HP Instant Ink support for assistance:
- Home / Home Office: HP Instant Ink support
- Business: HP Instant Ink for Business support

Review your bill

View billing charges and print your invoice for any billing period.

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 Print and Payment History, then expand the Print and Payment History section.
Select the desired date, and then click Download for a specific bill, or Download All Invoices.

There are a few reasons why your HP Instant Ink bill may not be exactly what you expected.

Your monthly bill is based on the number of pages you print, not the number of shipments you receive.
You are charged for additional pages if you print more than your plan amount and rollover balance.
You are billed for additional pages during any trial period or free months.
If you cancel, you are charged at the end of your final billing cycle. After this final charge, you are not charged again.
You cannot change your billing date.

Change plans

If your printing needs change, you can switch to a different monthly plan at any time.

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 InkUpdate Plan.
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 Instant Ink plus paper, 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.

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 ShippingEdit 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 InkOverview 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 SettingsShipping 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

Set printer name and location on shipping labels

To make it easier to match shipments to printers, Business Instant Ink customers can set a custom printer name and location for all printers, though this information currently appears only on the shipping labels for LaserJet 3000 and 4000 series printers.

Sign into your Instant Ink for Business account .
Click Printers in the left menu, and then click on the printer name you would like to change.
Click the Actions pulldown menu, and then Edit Printer Name or Edit Printer Location.

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 AccountAccount 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.

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.

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.

About rollover pages

Rollover pages allow unused pages in a month to be placed in a rollover account and then applied to pages in excess of your monthly allowance.

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 in excess of what your new plan allows.
Paper Add-on service: Rollover pages are tracked separately and may be different from your ink or toner plan.
To see how many rollover pages you have available:
1. Sign into your account:
  - Home / Home Office: Sign into your Instant Ink account
  - Business: Sign into your Instant Ink for Business account
2. Click HP Instant InkOverview.
3. Look for rollover pages in the Status area.

About page counts

Sometimes the HP Instant Ink page count looks different from what you expect.

Page counts are updated about once a day, not immediately.
If your printer is disconnected, page counts are recorded for the date you reconnect.
Only pages printed using Instant Ink ink or toner cartridges are recorded.
Color, black and white, and photo prints are counted the same way.
If you enrolled with Instant Ink cartridges that came with your printer, page counts start immediately.
For your ink or toner plan, a double-sided print counts as two pages.
Paper Add-on service:
- Pages are tracked separately and may be different from your ink or toner plan.
- Service paper used outside of the enrolled printer is not monitored. Replenishment shipments may be late.
- Double-sided prints count as one page. If you print on only one side of a sheet in duplex mode, it also counts as one page.
- Specialty media and photo mode prints are not counted. Other non-service paper used in the enrolled printer is counted, and is replaced with replenishment paper.
- Page count does not start until your Paper Add-on service Welcome Kit arrives.
To view your Print History:
1. Sign into your account:
  - Home / Home Office: Sign into your Instant Ink account
  - Business: Sign into your Instant Ink for Business account
2. Click HP Instant InkPrint and Payment History.

About additional pages

Additional pages are the pages printed over your monthly plan pages 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.
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.
To see the price of additional pages for your plan:
1. Sign into your account:
  - Home / Home Office: Sign into your Instant Ink account
  - Business: Sign into your Instant Ink for Business account
2. Click HP Instant InkUpdate Plan.
3. Look for the cost for each additional block of pages for your plan under Current Plan.

Move your service to another country/region

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

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.

Cancel your account

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

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 replace Instant Ink supplies 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 InkUpdate Plan.
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.

Recycle your cartridges

HP Instant Ink makes it easy to recycle your ink or toner cartridges.

Note:

HP Instant Ink or toner cartridges are the property of HP and must be returned when empty, or when your service is canceled.

Recycle ink cartridges: Postage-paid recycling envelopes are included with most ink cartridge shipments. To maximize environmental benefits, wait until you have three to eight empty ink cartridges, fill the envelope, and then send them back together. If you do not have a postage-paid recycling envelope, either wait for the next shipment or order an extra envelope.
Recycle toner cartridges: Prepaid return address labels for toner recycling are provided with most shipments. Use the packaging the replacement toner came in to return toner being recycled, or use your own packaging with the supplied label.
Recycle a non-HP Instant Ink part: Go to HP Product return and recycling for more information.
To order another envelope or prepaid return address label:
1. Sign into your account:
  Home / Home Office: Sign into your Instant Ink account
  
  Business: Sign into your Instant Ink for Business account
2. Click HP Instant InkOverview in the left side menu.
3. Click Recycle your ink cartridge or Recycle your toner cartridge at the bottom of the Cartridge Status area.

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