AGAIN I ASK: Where are my rollover pages?

[Cgilbert42]

Why don't I have the rollover pages I'm supposed to have?

I have barely used my printer (OfficeJet) for the past year and a half (the paper jams, freezing/getting caught on the loading screen, and wasting even more pages because of its glitching was getting too frustrating, so I haven't even wanted to bother), but I finally went to use it, figuring I could at least make use of the rollover pages, but in the middle of a project I suddenly get an alert that I only have 7 rollover pages - I went and looked and apparently I only get 30 rollover, but I'm supposed to get 300 rollover! That's why I upgraded in the first place.

Thing is that I went and looked through all the documents and plan change documents and there was no notice/policy changes.

With my plan I'm supposed to have 300 rollover

The account page says I have 30 pages:

But then even the info button next to it say's I'm supposed to have 300 rollover pages:

[Bob_Headrick]

Rollover pages are pages (from your 100 page per month subscription) that you do not use in a given month.  The unused pages are carried forward to the next month, up to a maximum carryforward  of three months for your plan.  It appears you only had 30 unused pages from previous months.  The rollover pages of "up to 300" indicates that there is a cap of 300 pages, but there may be less if you have used your previous month's printing.

Any pages printed with any Instant Ink cartridges count as pages, even if they are considered "wasted" for whatever reason.

[Cgilbert42]

Yes, I am aware. As I said, though, I essentially hadn't used my printer for months, so I should absolutely have more than 30 unused pages.

It's not like this is unique to me. I've been seeing plenty of people posting about this (yet the HP support members that respond to those postings only actually give an answer via a private message, so it's not like the rest of us get any help).

So I appreciate that you use your own time to do these posts, but this is not simply a matter of me being clueless, unable to comprehend the meaning of rollover pages or confused about how to do the subtraction. This is HP having a wonky system that has apparently been problematic for many years, yet neither correcting the problem nor offering a straightforward troubleshooting instruction for reference.

[Bob_Headrick]

I will ask to have an HP agent step in and review your case.

[Cgilbert42]

greatly appreciated!

[Gaya1239]

Hi @Cgilbert42,

Welcome to the HP Support Community

I understand you are facing an Instant Ink issue with your HP Printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist you better, I have sent out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!