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HP Customer Support - Knowledge Base

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HP Instant Ink - Resolve a 'Payment Problem' Message

This document is for HP Instant Ink customers.
When the HP Instant Ink service is unable to process your payment, you might receive one of the following messages via email, on your HP Instant Ink account, or on your printer control panel:
  • HP Instant Ink Declined Payment
  • HP Instant Ink Account Problem
  • HP Instant Ink Account Suspended
  • Payment Problem
  • Your Account Needs Attention
Sign in to your HP Instant Ink account to make sure your credit or debit card information is correct.
  1. Your HP Instant Ink account page opens.
  2. At the top of the Status area on your HP Instant Ink account page, click the refresh icon to obtain the most current information about your monthly fees. Look for a green checkmark and Online to make sure your printer is connected to the HP Instant Ink service.
    If the printer status is not online, make sure your printer is turned on and connected to the network, then click the refresh icon again.
    Clicking the refresh icon and making sure the printer is online
  3. In the My Account section, click Change Billing Information, then click either Edit Payment Information or Add to Prepaid Balance.
    Clicking Change Billing Information
  4. If you are changing your payment card information, retype the credit or debit card number, expiration date, and CVV number on the back of the card. To change any part of the information, you must retype all the fields. Make sure the billing address is correct.
  5. If the card number and expiration date are correct and the error message continues to display, contact your bank or credit card company to learn why the charge is being declined.
  6. If your bank or credit card company finds nothing wrong with the card and the charge continues to be declined, contact HP support. On your HP Instant Ink account page, click Chat at the top of the page to open a chat with HP support (Chat is not available in all countries).
    Clicking Chat at the top of the account page
  7. 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. On the HP Customer Support - Contact page, scroll down, and select your location and language.
    3. Click Show options.
      HP contact options display on the screen.
    4. Select Chat Now or Get Phone Number (Chat is not available in all countries).
    5. Fill in the form and then click Chat Now or Submit.
    6. 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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Country/Region: Flag United States

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