Cannot delete my old printer from HP Smart

[Nalasmum]

I cannot delete my old printer from HP Smart. On the front page of the HP Smart app I only see my new printer. However, when I go into the app HP Smart/ My HP Account/ Account Dashboard it lists both printers. As does the HPsmart.com website. When I click on the old printer's options in the app/ web it only brings up the "Add a Printer" page. There is no option to remove this printer. BTW the old printer did not have instant ink. The information in the FAQs provided at HP Printers - Update Your HP Smart Account Information | HP® Customer Support is completely out of date as it does not relate in any way to what I see onscreen.

The old printer does not show when I go into my account at My Dashboard | HP® Customer Support, which is exactly as it should be.

On another post an HP Agent stated that since a printer was registered on the person's HP account before it will remain on this HP Smart app too. They said the old printer cannot be deleted as the app keeps track of all the printers you have owned. The agent's only suggestion is just to ignore it! Meanwhile in yet another post the same agent says to just reinstall HP Smart app to get rid of the old printer's entry! Which is it?

[Jay_G24]

Hi @gizasmum,

I'd like to help!

I understand you are unable to remove the printer from the smart app and account.

To remove the printer from the HP Smart Account, follow the steps in the video -https://www.youtube.com/watch?v=pKSx6X-ywmw

To Remove it just from the Smart App, uninstall the application and reinstall it from the windows store.

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Yes" on the bottom right to say “Thanks” for helping

[Nalasmum]

@Jay_G24 thanks for trying to help, but the video you have linked to is not relevant to me as I don’t have an option to remove the old printer.

As I have already stated in my original post (complete with screenshots), when I  click on my old printer's options on both the HP Smart app and the HPsmart.com website it only brings up the "Add a Printer" page. There is no option to remove it.

[Jay_G24]

I understand.

Have you tried using a different browser?

Have you tried to uninstall the HP Smart and reinstall it to check if the printer was deleted?

Let me know!

[Nalasmum]

@Jay_G24 I use the app on a Samsung Android phones, an Apple iPad Pro tablet, a Windows 10 HP desktop and a brand new Windows 11 HP laptop. So I'm already using it across several different browsers (Chrome, Safari & MS Edge) with exactly the same results.

I deleted the app and reinstalled it on both my phone and my iPad. I opened the app and it shows my existing printer (just as it did before). There is absolutely no change to the information in my account on the dashboard - both printers are still showing. Just as before, when I click on the old printer's options it only shows the option to add a printer by inserting a claim code, not remove it.

 I therefore don't see any point in repeating this exercise on my 2 PC's.

[Nalasmum]

@Jay_G24

UPDATE: I’ve just gone into the HP Smart apps on both my phone and iPad and the old printer is no longer showing in my Account Dashboard. Result! Thank you 😊 I’ve also gone into the website version of HP Smart and has been cleared from there too. Once I check things on my 2 PCs I will see if I need to reinstall the app on them or not.

It must have taken HP's system time to refresh in order to remove it, so I would recommend telling people to wait a few hours then check to see if the changes have taken effect.

[Jay_G24]

I am glad the issue is resolved.

If you need further assistance feel free to reach out to us.

Have a great day ahead!

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Yes" on the bottom right to say “Thanks” for helping!

[Nalasmum]

@Jay_G24

Unfortunately I spoke too soon. My account on all devices has went back to showing both printers, so the issue is most definitely not resolved 😪🤬

[Jay_G24]

think this issue needs some additional technical assistance that can be better provided through one-on-one interaction with our HP Support team.

Please reach out to HP Support in your region for further assistance.

Hope this helps!

[Nalasmum]

@Jay_G24

Unfortunately, from what I’ve read in other posts on the HP Community, HP Support are unable to help anyone with this issue. Life’s too short to waste any more time on it. Thanks for trying to help me. 😃