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HP Customer Support - Knowledge Base

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  • Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on an HP computer or printer – Click here

    Information

    Fix intermittent print spooler service errors that may cause print jobs to fail post a Windows update. Click here

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HP Instant Ink - Instant Ink Cartridge Will Not Print

This document is for HP Instant Ink customers.
There are five main reasons why you might be unable to print with HP Instant Ink cartridges:
  • You cancelled - After your final billing cycle ends, HP Instant Ink cartridges no longer work and should be mailed back to HP in a recycling envelope. You can continue printing by using regular HP cartridges from the store or re-enrolling your printer in HP Instant Ink. Keep in mind that Instant Ink is an alternative way to print, where you are shipped ink before you need it as a part of a monthly service, not a method of purchasing and owning cartridges.
  • You saw a message "There is a problem with your Instant Ink account" - Go to hpinstantink.com/signin (the HP Connected website) to sign in to your HP Instant Ink account, and then update your payment method in the My Account section. You must keep your payment method up to date to print with HP Instant Ink cartridges. Once you update your payment method, printing should be restored within 30 minutes.
  • Your printer has been disconnected from the internet for a while - Just reconnect your printer to the internet and you should be able to resume printing. An internet connection and a valid payment method are required to use HP Instant Ink.
  • You saw a message "Cartridge cannot be used until printer is enrolled in HP Instant Ink" – Your printer must be enrolled, and web services must be enabled to use Instant Ink cartridges. See "Cartridge cannot be used until printer is enrolled in HP Instant Ink Message" for more help.
  • The cartridge is broken or has failed – if the cartridge is obviously broken or is leaking ink, skip to “Contact Support” . If you aren’t sure, follow the steps in “Check the ink cartridges”.

Check the ink cartridges

Remove and inspect the ink cartridges.
  1. Open the ink cartridge access door on your printer, wait until the carriage is idle, and then remove the ink cartridges.
    Some HP Instant Ink cartridges are physically larger than standard ink cartridges, but they will fit in your printer.
      Examples of standard and HP Instant Ink cartridges
    1. Standard ink cartridge
    2. HP Instant Ink cartridge
  2. If there is tape on the cartridge, remove it (not all ink cartridges have tape).
    Removing any protective tape
  3. Reinstall the cartridges.
  4. Turn the printer off and back on.
  5. If the cartridge still doesn’t work, follow these steps to get more help:
    1. Go to hpinstantink.com/signin(the HP Connected website) to sign in to your HP Instant Ink account.
    2. If a Virtual Agent button appears at the top of the page, click it and then type a question. Here are some suggestions:
      • "cartridge problem" to get more help with cartridge error messages
      • "print quality problem" to get help with unsatisfactory printouts
      • "agent" to speak to a live representative

Contact Support

If the previous steps did not resolve the issue or the ink cartridge is damaged, contact Support from your HP Instant Ink homepage.
  1. Go to hpinstantink.com/signin(the HP Connected website) to sign in to your HP Instant Ink account.
  2. If a Virtual Agent button appears at the top of the page, click it and then type "cartridge problem" to get more help, or "agent" to speak to a live representative.
  3. To find a phone number for HP Support in your location, follow these steps:
    1. Click Contact HP Support in the Help Center area of the account page.
      Clicking Contact HP Support on the account page
    2. Select Chat Now or Get Phone Number (Chat is not available in all countries).
    3. Fill in the form and then click Chat Now or Submit.
    4. For phone support, call the number displayed and be prepared to provide the case number that is displayed on the contact page.

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