Billed After Account Paused

[jillc1221]

I paused my instant ink membership for 6 months weeks ago and I just got billed for the new cycle. I paused so I wouldn't be billed! 

[Dragon-Fur]

@jillc1221 

Welcome to the HP Community --

---

@jillc1221 wrote:

I paused my instant ink membership for 6 months weeks ago and I just got billed for the new cycle.

I paused so I wouldn't be billed! 

---

I'm sorry it's not behaving as expected.

In my opinion, you might best call Instant Ink Support directly when the office is open in your area.

-- What? --

The Terms of Service contract outlines the conditions under which Pause is offered.

Section "Pause" Vacation Mode  explains that based on a bunch of personal and plan criteria, customers who quality will be offered one to three months.

The problem, if there is one, is that the actual "Pause" feature is apparently customized to your plan and other criteria.

There is not, for example, a term or sentence in the document that says, "Pause is valid for six weeks or for six months."

-- Dragon Suggests --

Speak with a support member at HP who who can access your private information.

Ask about options based on your setup and situation.

-- References -- Contact Information --

Open

 Instant Ink - Terms of Service - USA

Scroll down to Section Promotions Schedule

Item #3

and / or

Search the entire document for all instances of "Pause" and "Vacation".

At this writing:

“Pause” Vacation Mode: The “Pause” feature is offered on a limited basis in select countries, including in UK, France, Germany, and North America, to customers based on criteria which are current plan, printing level, page limit, printer, age of printer, and number of shipments per year. “Pause” will be available only to those customers with no free months remaining and not currently on a freemium plan who select “cancelling temporarily” as their cancellation reason. Such customers may be offered a temporary pause of one month to three months. The “Pause” shall begin on the next billing cycle after selection. Customers may use this “Pause” option at most two times a year.

--------------------------------------------

-- Terms of Service / Contract --

Examples of the Instant Ink Terms of Service Contract for various regions

NOTE: Terms of Service Document includes phone contact information

Instant Ink - Terms of Service - USA

 Instant Ink – Terms of Service - UK

 Instant Ink Terms of Service - Australia

--------------------------------------------

-- Contact Instant Ink Support --

Can't stand it?

Want to skip all the watching and reading --

Need or want to complain, explain, or ask for help?

It might be faster for you to contact Instant Ink Support directly.

Depending on the region, the website posts limited Saturday hours in addition to Mon-Fri hours.

-- Dragon Suggests --

1)  Contact Instant Ink Support -

Open

⇶  HP Instant Ink Support - Website

Click the Flag near the bottom of the page to update the region / country.

⇶  Scroll up / down to "Additional Support" (about the middle of the web page)

      Check phone and days / hours of operation.

OR

2)  Wait here for a Community Agent to find your request and answer your Instant Ink and Plan related questions.   NOTE >> Instant Ink Support and HP agents can access private information.

Thank you for participating in the HP Community --

Click Yes to say Thank You !

Answered / Helpful to resolve , Click Post "Accept as Solution"