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HP Customer Support - Knowledge Base

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Information

Need Windows 11 help?
Check the information on compatibility, upgrade, and available fixes from HP and Microsoft. Windows 11 Support Center

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HP printers - Cannot sign in to or create an HP Smart account

After opening the HP Smart app, you are unable to sign in to or create an HP Smart account. Read the section that matches your computer or mobile device operating system.

Cannot sign in to the HP Smart app (Android)

If signing in to the HP Smart app for Android fails, troubleshoot the issue by reading the section that matches your device's default browser.

Google Chrome or Huawei browser sign-in issues (HP Smart app)

On your Android device or Chromebook, make sure the browser and HP Smart app is up to date, and then manually open the browser within the HP Smart app.

Restart your mobile device or Chromebook, and make sure it is connected to the internet.
Check the app store for an update.
- For mobile devices with the Huawei browser, continue with these steps.
- For mobile devices with the Chrome browser, go to Chrome (in English) in the Google Play Store, and then click Update, if available.
- For Chromebooks, go to HP Smart (in English) in the Google Play Store, and then update the app to version 8.9.0.58 or later.
Open the HP Smart app, and then tap App Settings > Sign In.
Tap the Menu icon in the top right, and then tap Open in Chrome or Open in browser.
Sign in to or create an account.
- If you can sign in, you are done troubleshooting.
- If you cannot sign in to or create an account, continue with these steps.
- If you get a Something went wrong or Account already exists message after creating an account, close then reopen the app. Select Sign in, and then enter your credentials. If the issue persists, continue with these steps.
Install the Firefox app from your app store.
Change the default browser to Firefox.
1. In Android, open the Settings app.
2. Search for and open the Default apps or Default browser menu, and then select Firefox in the list.
Open the HP Smart app, and then sign in to or create an account.
After the printer setup is complete and you can sign in, change the default browser back to your preferred settings.

Samsung browser sign-in issues (HP Smart app)

For mobile devices using the Samsung browser, change the browser privacy settings to allow the HP Smart app to open a browser window.

Restart your mobile device, and make sure it is connected to the internet.
Open the Samsung browser, and then tap the Menu icon in the bottom right.
Tap Privacy, and then disable Block pop-ups.
Open the HP Smart app, and then sign in to or create an account.
- If you can sign in, you are done troubleshooting.
- If you cannot sign in to or create an account, continue with these steps.
Install the Firefox app from your app store.
Change the default browser to Firefox.
1. In Android, open the Settings app.
2. Search for and open the Default apps or Default browser menu, and then select Firefox in the list.
Open the HP Smart app, and then sign in to or create an account.
After the printer setup is complete and you can sign in, change the default browser back to your preferred settings.

All other internet browsers with a sign-in issue (HP Smart app)

For all other browsers with the sign-in issue, temporarily change the default browser to Firefox, and then sign in to the HP Smart app.

Restart your mobile device, and make sure it is connected to the internet.
Install the Firefox app from your app store.
Open the Android Settings app, and then search for and open Default apps or Default browser.
Select Firefox in the list of available browsers.
Open the HP Smart app, and then sign in to or create an account.
Change the default Android browser back to your preferred settings.

Cannot sign in to the HP Smart app (iOS, iPadOS)

After signing in to your HP Smart account, a Something went wrong message displays or the sign-in fails. Clear the Safari cookies, settings, and data, or use AirPrint as a workaround.

Open the HP Smart app, and then sign in to your HP Smart account again.
- If a Something went wrong message displays, continue with these steps.
- If a message does not display, use Apple AirPrint as a temporary workaround to use the printer. Go to HP printer setup (Apple AirPrint for iPhone, iPad) for more information.
On your device, open Settings, and then tap Safari.
Under Privacy & Security section, and then disable Block All Cookies.
Open the Safari app, and then go to HP Smart website.
From the browser window, click Sign In to open the sign-in web page. Do not sign in to your account yet.
Return to Settings > Safari, and then tap Clear History and Website Data.
Open the HP Smart app, and then sign in to or create an account.

Cannot sign in to the HP Smart app (macOS)

If signing in to the HP Smart app for macOS fails, force quit the internet browser, change the default browser to Safari, or use a built-in macOS print driver as a workaround.

Make sure the computer is connected to the internet and the default browser is up to date.
Click the Apple icon , and then click Force Quit.
Select the name of your browser, such as Safari or Chrome, and then click Force Quit.
Click Force Quit again to confirm.
Close then reopen the HP Smart app.
Sign in or create an HP Smart account.
- If you can sign in, you are done.
- If you cannot sign in, close the HP Smart app, and then continue with these steps.
Click the Spotlight icon , and then search for and open System Settings or System Preferences.
Under Desktop and Dock or General settings, select Safari.app from the Default web browser drop-down menu.
Open the HP Smart app, and then sign in or create an account.
- If you can sign in, you are done troubleshooting. Change the default web browser back to your preferred settings.
- If you cannot sign in, restart the computer. Open the HP Smart app, and then sign in or create an account.

If the issue persists, use Apple's built-in print drivers as a workaround. Go to HP printer setup (Mac built-in driver) for more information.

Cannot sign in to the HP Smart app (Windows)

After signing in to your HP Smart account, an Open HP Smart prompt displays in the web browser or the sign-in fails. Enable the prompt to open the HP Smart app, or use HP Easy Start as a workaround.

Open the HP Smart app, and then sign in to your HP Smart account again.
- If a prompt does not display and the sign-in issue persists, continue with these steps.
- If an Open HP Smart prompt displays, enable Always allow to prevent future prompts, and then click Open or Open HP Smart.
  
  Note:
  Selecting Cancel causes the sign-in to fail.
As a workaround, download HP Easy Start from 123.hp.com/setup.
Open HP Easy Start, follow the prompts, and then select Full Software and Drivers as the software solution.

The printer is ready to use after setup is complete.

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Examples: "LaserJet M477 paper jam", "EliteBook 840 G2 bios update"