App and website not working properly, keeps saying I timed out, need to change payment method.

[BaiaHelen]

This is hp’s website and app that are not working properly. I need to change payment method but it keeps saying my 15 minutes idle time has expired.

[Irfan_06]

Hi @BaiaHelen,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to assist you.

I see that you are looking for help with updating payment information on your instant ink account.

A) Please follow the steps below to perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware.

C) Change the payment method on your HP Instant Ink account and let me know if that resolves the issue.

1) Sign into your Instant Ink account.

2) Click Account in the left menu, then Billing.

3) Click Change Payment Method to open the Billing details window.

4) Select a payment method, and then enter all payment information:

• Credit/debit cards: enter card number, CVV, and expiration date, even if only the expiration date has changed.
• Direct Debit: re-enter your IBAN number, even if it has not changed. Confirm other payment details.
• PayPal: follow the on-screen instructions to link your PayPal account. Home / Home Office users cannot use PayPal during initial printer setup, but may switch to it later.

Refer to this video link for more information related to the issue.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support