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HP Customer Support - Knowledge Base

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HP Instant Ink - Solve problems

Review solutions for the most common Instant Ink issues.

Note:

Business: Only administrators can make changes in Business accounts.

Where is my shipment?

HP Instant Ink is a Subscription Service that sends ink, toner, or paper* before you need them, based on your printing volume. You might not receive a shipment every month. If you print a lot, you might receive several shipments in a month.

New to the program? Most new printers come with ink or toner cartridges that can be used as part of the Instant Ink program. If you enroll in Instant Ink during initial setup, you can start printing pages in the program right away. When you provide a delivery address, a new set of cartridges arrives within 10 days. If you select the paper option for an enrolled printer, you receive your Welcome Kit for Instant Ink plus Paper within 10 days.

Missing a shipment?

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 Shipment Tracking to track previous shipments and see an estimate of your next shipment date.
You might have received your last shipment a while ago. If you cannot locate a shipment, contact HP Instant Ink support for assistance:
- Home / Home Office: HP Instant Ink support
- Business: HP Instant Ink for Business support

*The paper option is not available in all areas. If it is available, it is displayed on your Instant Ink account page and may be selected as an option for an enrolled printer.

How do I fix a `Printer not connected to the internet` message?

If your printer cannot connect to HP Instant Ink, it stops printing and displays a message.

Make sure your connection is compatible with Instant Ink.
- Public or guest networks, like those used in colleges, hotels, or coffee shops, are not compatible.
- USB as the only connection does not work. An Internet connection is required.
Make sure your router is on and connected to the internet. If you have another device on the same router, make sure it can connect to the internet. If the router is not connected to the internet, contact your network service provider.
Check the printer connection to the router.
- Wi-Fi connection: The blue wireless light on the printer should be on and not blinking. If it is not, turn the printer and the router off and back on. Go to HP printer setup (Wi-Fi network) for more help.
- Ethernet connection: If the light next to the Ethernet port is off, unplug the cable at both ends and then plug it back in. Turn the printer and router off and back on if the light is still not on.
When your printer is connected to the Internet, sign into your Instant Ink account:
- Home / Home Office: Sign into your Instant Ink account
- Business: Sign into your Instant Ink for Business account
Check the printer status in the Status area.
- Ready to print : Turn the printer off and back on. If the error message goes away, you can stop troubleshooting.
- Not ready to print :
  1. Click the refresh button .
  2. Click the browser reload button to reload the account web page.
  3. Repeat up to five times, until the status changes to Ready to print.
If the router is properly connected to the internet, but you still cannot connect the printer, contact HP Instant Ink support for assistance.
- Home / Home Office: HP Instant Ink support
- Business: HP Instant Ink for Business support

How do I fix cartridge errors associated with printer enrollment?

Resolve the following enrollment errors when using HP Instant Ink cartridges.

Cartridge cannot be used until printer is enrolled
This cartridge can only be used in a printer that is currently enrolled in HP Instant Ink

Instant Ink cartridges can only be used in enrolled printers. Instant Ink-ready cartridges become Instant Ink cartridges as soon as they are used in an enrolled printer.

Is your printer enrolled in HP Instant Ink?
- No:
  - To enroll, go to 123.hp.com and download the HP Smart app to set up and enroll your printer.
  - If you do not want to enroll, replace the Instant Ink cartridges with standard ink or toner supplies.
- Yes: If your printer is enrolled, continue to the next troubleshooting step.
Sign into your Instant Ink account:
- Home / Home Office: Sign into your Instant Ink account
- Business: Sign into your Instant Ink for Business account
Check the printer status in the Status area of your Instant Ink account page:
- Ready to print : Turn the printer off and back on. If the error message goes away, you can stop troubleshooting.
- Not ready to print :
  1. Click the refresh button .
  2. Click the browser reload button to reload the account web page.
  3. Repeat up to five times, until the status changes to Ready to print.
Make sure your connection is compatible with Instant Ink.
- Public or guest networks, like those used in colleges, hotels, or coffee shops, are not compatible.
- USB as the only connection does not work. An Internet connection is required.
Make sure your router is on and connected to the internet.
1. Use a mobile device or PC on the same network to check the internet connection.
2. If you cannot connect to the internet through your network, turn the router off and back on.
3. If the router is not connected to the internet, contact your network service provider.
Check the printer connection to the router.
- Wi-Fi connection: The blue wireless light on the printer should be on and not blinking. If it is not, turn the printer and the router off and back on. Go to HP printer setup (Wi-Fi network) for more help.
- Ethernet connection: If the light next to the Ethernet port is off, unplug the cable at both ends and then plug it back in. Turn the printer and router off and back on if the light is still not on.
Check the printer status on your Instant Ink account page again:
- Ready to print : Turn the printer off and back on. If the error message goes away, you can stop troubleshooting.
- Not ready to print : Click the refresh button and then the browser reload button. Repeat up to five times, until the status changes to Ready to print.
If your printer uses two ink cartridges, try these steps:
1. Remove the ink cartridges from the printer and set them aside.
2. Unplug the printer.
3. Wait 30 seconds.
4. Plug the printer back in.
5. Reinstall the ink cartridges.
6. Check the printer status on your Instant Ink account page again:
  - Ready to print : Turn the printer off and back on. If the error message goes away, you can stop troubleshooting.
  - Not ready to print : Click the refresh button and then the browser reload button. Repeat up to five times, until the status changes to Ready to print.
7. If the error message still appears, turn the printer off and back on.
If the error message still appears, contact HP Instant Ink support for assistance:
- Home / Home Office: HP Instant Ink support
- Business: HP Instant Ink for Business support

Why is my bill higher than expected?

If your Instant Ink bill was not what you expected, there are a few program features to remember.

Your monthly bill is based on the pages you print, not the shipments you receive.
Every month you can print your plan amount plus any rollover pages without charge. If you print more, you are charged for additional pages.
If you cancelled, you are charged at the end of the billing cycle.

To download an invoice:

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 InkPrint and Payment History, then expand the Print and Payment History section.
Select the desired year, and then click Download for a specific billing cycle, or Download All Invoices.

What can I do if I forgot my password or email?

Retrieve or reset the password and confirm the email account you used for your HP Instant Ink account.

Forgot your HP account password?
1. Go to the HP Instant Ink account sign-in page:
  - Home / Home Office: Sign into your Instant Ink account (hpinstantink.com)
  - Business: Sign into your Instant Ink for Business account (admin.hpsmart.com)
2. Click Forgot your username or password?. Within a couple of minutes, HP sends an email to help reset your password.
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

Why am I unable to print with HP Instant Ink cartridges?

There are four main reasons why you might be unable to print with HP Instant Ink cartridges.

The service was canceled. Instant Ink cartridges only work in enrolled printers. Install regular HP cartridges from the store or te-enroll in Instant Ink.
The message There is a problem with your HP Instant Ink account displayed. Your credit card may be expired. To update your payment information:
- Home / Home Office:
  1. Sign into your Instant Ink account .
  2. Open Account in the left menu.
  3. Click BillingChange Payment Method. Make sure postal codes are in the correct format.
- Business:
  1. Sign into your Instant Ink for Business account .
  2. Open Settings in the left menu.
  3. Click Billing, then expand the section for your current billing method and click Update Payment.
  4. Select Business and then enter your payment details. Make sure postal codes are in the correct format.
Printing should be restored within 30 minutes. If not, contact your card issuer.
The printer was disconnected from the internet. Reconnect your printer to resume printing.
The message Cartridge cannot be used until printer is enrolled in HP Instant Ink displayed. Your printer must be enrolled to use Instant Ink cartridges.

How do I fix an account-related error message?

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

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 .
Open Account in the left menu.
Click BillingChange Payment Method. Make sure postal codes are in the correct format.

Business

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.

Printing should be restored within 30 minutes. If not, contact your card issuer.

Why are my cartridges different?

The Instant Ink cartridges sent to you are intended to work in your printer. Please try them.

HP Instant Ink cartridges may be a different size or have a different number than you expected.
As an example, all of these Instant Ink cartridges work in the same printer:

How do I fix an `Unable to register the printer to your account` error?

To complete the HP Instant Ink account setup, the printer must connect to HP cloud services and register itself to your account.

For help with this error, go to HP Printers - Unable to register the printer to your account error.

How do I fix a `Finish Setup Online` error?

Install the HP Smart app to complete your printer setup.

Open the HP Smart app, and then create an account or sign in. If you do not have HP Smart, download it from 123.hp.com or your app store.
Open the app, and then add the printer to complete the setup.

Why was I billed after I cancelled?

When you cancel HP Instant Ink, you must finish your last billing cycle.

When you cancel, Instant Ink charges apply until the end of your billing cycle. You then receive your final bill for the service. Your billing cycle appears on your account page.

You can print with Instant Ink cartridges until the end of the billing cycle.

Why is my next shipment marked `Shipment Processing`?

If your next shipment shows Shipment Processing or Next estimated shipment in 1 week in the Ink Shipment section of your account page for more than five days, it means HP was unable to retrieve a tracking number from the carrier.

You should still receive your shipment on time. It might already have been delivered. The message on your account page changes when you install the new cartridge. HP is working to make your tracking information available as soon as possible.