CarePack

[bjm2026]

HP website offers no way to contact.  Hopefully, someone out there had the same customer service issue and knows the solution.  Purchased a Care Pack, however when I log on to my account it shows expired and I have to keep adding this PC to my account.  

Why does my PC keep disappearing from my account?  Only shows my two printers.

Yes, the original Warranty expired but why doesn't it show I purchased a Care Pack?  They were quick to take my money and send an email delivery of the Care Pack.

[Hawks_Eye]

Hi @bjm2026 

Welcome to the HP Support Community! Thanks for posting your query! 

We're here to help you get back up and running.

I hear your frustration—when you’ve paid for a Care Pack, you expect it to show up properly in your HP account and stay linked to your PC. Let’s break down what’s happening so we can isolate the cause clearly.

A few details will help clarify the situation:

• What is the exact model of your PC?
• Did you register the Care Pack using the same HP account that your printers are linked to?
• When you received the Care Pack email, did it include a Care Pack activation link or instructions to register it against your product’s serial number?
• Have you tried adding the PC through the HP Support site or the HP App, and if so, does it disappear after a restart or after logging out?
• Does the Care Pack confirmation email show the correct product number/serial number of your PC?

From your description, it sounds like the Care Pack may not yet be properly associated with your PC’s serial number in HP’s system. That’s why the account only shows your printers and keeps dropping the PC.

Once I know whether the Care Pack was registered against the correct product and account, I can guide you through the exact steps to make sure it stays visible and reflects the active coverage.

Could you share the PC model and whether the Care Pack email listed your PC’s serial number? That will help pinpoint why it isn’t sticking in your account.

We're looking forward to helping you get back up and running! 

Regards, 

Hawks_Eye

Note: Do not share any of your personal information in public, such as serial number, phone number, email ID, etc.

[bjm2026]

THANK YOU FOR YOUR QUICK RESPONSE>  I WILL NOT BE ABLE TO GO THROUGH YOUR STEPS UNTIL LATER THIS WEEK>  HOWEVER< I DO KNOW THAT ONCE I ADD THE PRODUCT< THE CAREPACK DOES SHOW>  AS SOON AS I LOG OUT AND LOG BACK IN< THE PRODUCT IS GONE AND NO MENTION OF THE CAREPACK> I FELT LIKE I WAS GOING IN CIRCLES AND I"M NOT IN A HURRY TO HAVE ANYTHING TO DO WITH HP> I WILL SEND ANOTHER REPLY ONCE I GO THROUGH YOUR STEPS> AGAIN< THANK YOU>

[Hawks_Eye]

Thanks for replying.

You don’t need to rush this—take it at your own pace. Once the Care Pack is properly registered, it should stay tied to your PC and show as active coverage, not expired.

Feel free to respond to this thread anytime to continue the conversation. 😊

Regards,

Hawks_Eye