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HP Instant Ink - 'Cartridge cannot be used until printer is enrolled in HP Instant Ink' Message

This document is for HP Instant Ink customers.

A Cartridge cannot be used until printer is enrolled in HP Instant Ink message displays. To resume printing, read the instructions in the section that corresponds to your printer's enrollment status.

My printer is not enrolled in Instant Ink

Some cartridges only work in printers that are enrolled in HP Instant Ink. There are two types of Instant Ink cartridges.

Instant Ink Ready: If Instant Ink Ready cartridges have ever been used in an enrolled printer, then they can only be used in an enrolled printer. If these have never been used in an enrolled printer, then they can be used in any compatible printer.
Instant Ink: Instant Ink cartridges can only be used in a printer that is currently enrolled in Instant Ink.

Instant Ink Ready and Instant Ink cartridges

If your printer is not enrolled and you have Instant Ink cartridges, or you have Instant Ink Ready cartridges that have been previously used in another enrolled printer, there are two solutions:

Go to HP Instant Ink and click Sign Up Now to enroll in Instant Ink and enable the use of the cartridges.
Install standard ink cartridges. Standard ink cartridges are not marked "Instant Ink" and may be purchased from normal retailers.

My printer is enrolled in Instant Ink

If your printer is enrolled and the cartridge error appears, perform the following steps to remove the message. When the message goes away, you can stop troubleshooting.

Step 1: Refresh your account page

Refresh your account page to have the Instant Ink service check your printer status.

Sign in to your HP Instant Ink account.
Check your printer connection in the Status area of your account page.
- Offline: Click the blue refresh button , and then click the web browser reload button to reload the web page. Do this up to five times, until the green check appears.
- Online: Turn the printer off and back on with the Power button and check to see if the error message remains.

Step 2: Check your network

Your printer must be connected directly to the Internet. Check your network to make sure it is operating and compatible with Instant Ink.

Make sure your network is compatible with Instant Ink.
- Public or guest networks, like those used in colleges, hotels, or coffee shops, are not compatible.
- A USB cable connection is not compatible if it is your printer's only connection.
- If another device, like a mobile phone, cannot connect to the Internet through your network, the network is not compatible.
If the network is not connected to the Internet, turn your network router and your printer off and back on. Go to the HP Wireless Printing Center for more help with your wireless network or Internet connection.
- If you do not have access to a network that meets the requirements, HP Instant Ink cannot work. Purchase standard cartridges from a retailer.
- If your network is compatible but the message still appears, continue troubleshooting.

Step 3: Check the wireless connection

If your printer is connected to your network, the blue Wireless light should be on and not blinking. If your printer has a display on the control panel, the wireless icon

should be on and not blinking.

If the Wireless light or icon is not on or is blinking, see Connect to a Wireless HP Printer for more help.

Step 4: Turn web services off and back on

Disable and then enable web services to refresh your connection to Instant Ink.

Printers with a control panel display

Toggle the web-services setting from a printer that has a control panel menu.

On your printer control panel, touch the HP ePrint icon or button , or navigate to Web Services Setup, Network Setup, or Wireless Settings to open the Web Services menu.
If you see a button or option to Turn Off, Disable, or Remove, select it and follow the instructions.

Then touch the HP ePrint icon or button again.
If you see an option to Turn On, Enable, or Setup, select it and follow the instructions.

Printers with buttons only

Toggle the web-services setting from a printer that does not have a control panel menu display.

Make sure your mobile device or desktop is connected to the wireless network you want to connect your printer to.
Install and open the HP Smart app.
- Android: Download from Google Play.
- Apple/iOS: Download from the App Store.
If an icon for your printer does not appear on the app home screen, tap the plus sign and select your printer from the list of available printers.
Tap the icon for your printer.
Scroll down to the Advanced section and tap Advanced Settings.
First tap Web Services, then tap Web Services Settings.
If you see Remove Web Services:
1. Tap Remove Web Services, then tap OK.
2. In the This Connection is not Private window that opens, tap Show Details, then Visit this Website, then Visit Website. This is a secure site built by HP and you may safely proceed.
3. Tap the Remove Web Services and follow the instructions.
4. When the screen reads Web Services Status: Not Enabled, tap the blue Continue button. Accept the terms, then tap Next. Web services are now enabled.
If you see Setup:
1. Tap Setup.
2. Tap Continue and accept the terms of service. Follow the on-screen instructions to enable Web Services.

Step 5: Refresh your account page

Refresh your printer on your account page.

Click the blue refresh button

, and then click the web browser reload button

to reload the web page. Do this up to five times, until the green check

appears.

Step 6: Verify the printer serial number

Check your printer's serial number to make sure it is the enrolled printer.

Click Printer Details on your HP Instant Ink account page to see the serial number of the enrolled printer.
Compare this to the serial number printed on the back on your printer.
If the printer serial number does not match the printer on your account page, click Enroll/Replace Printer and follow the prompts to enroll the printer.

Step 7: Reset the printer

Reset the printer to clear memory.

If your printer uses two ink cartridges, remove the ink cartridges from the printer and set them aside (if your printer uses four ink cartridges, skip this step).
Unplug the printer.
Wait 30 seconds.
Plug the printer back in.
Reinstall the ink cartridges if you removed them earlier.

Step 8: Refresh your account page

Try again to refresh your printer on your account page.

Click the blue refresh button

, and then click the web browser reload button

to reload the web page. Do this up to five times, until the green check

appears.

Step 9: Contact HP Instant Ink support

If none of the solutions have solved the problem, contact HP Instant Ink support.

Sign in to hpinstantink.com/signin.
Click Contact HP Support in the Help Center area of the account page.
Select Chat Now or Get Phone Number (Chat is not available in all countries).
Fill in the form, and then click Chat Now or Submit.
For phone support, call the number displayed and be prepared to provide the case number that displays on the contact page.

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