Can't transfer InstantInk to my new printer despite 40mins of tech support help!

[Jophster]

I spent 40 mins screen-sharing with an agent (who then hung up and didn't call back!).

When trying to transfer my InstantInk subscription over to my new printer, I get an eternal 'loading' icon when trying to do it in the browser and a 'Something went wrong' error code in the Mac HP Smart app.

I've factory reset, logged in and out, restarted wifi, everything and still not managing to get the loading wheel to resolve. Please advise!

[Garp_senchau]

@Jophster, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

I suggest you to refer these guides:

Instant Ink account management | HP® Support

Enrolling in HP Instant Ink | HP® Support

I hope these steps help resolve the issue

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going! 

Regards,

[JBM80]

I have same problem. i can't transfer my hp instant plan to the new printer. spent 50 mts on screen share resetting printer, wifi multiple times (6-7). still getting same error...eternal loading. seems this is HP back end issue not printer specific but support is clue less. i have contacted the whats app support who advise me to reset the printer again which i did but issue not solved.

[Scrog65]

I'm also having the same issue. I go through the setup in the app, click the instant ink tile, go through the options and it comes up asking if I want to transfer the subscription. when I click ok, it just spins then comes up "something went wrong".

Tried on iPhone, Android and PC and all giving the same issue. Reset WiFi, phones, printer even to factory settings, nothing is working.

[Jophster]

Could someone from HP weigh in here - clearly a repeating issue and nothing wrong with the actual printers in each case, appears there is a problem with HP Instant Ink’s back end to allow switching of printers!

[Hawks_Eye]

Hi @JBM80 

Welcome to the HP Support Community! 

Thanks for posting your query! We're here to help you get back up and running.

I'd like to help you with your Instant Ink issue. 

Not to worry I'll do everything I can to help get this sorted for you 😊

In order to locate your account, please provide either your registered email address or your Instant Ink account ID or the printer serial number in a private message only and I'll look into this.

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile name. 

Let me know.

Thanks!

Hawks_Eye

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

[JBM80]

Sorry i can't find the option to send private message.

i have spend another 1 hours with customer and only thing they did was resetting my printer 8 times. i kept saying this issue not printer specific but other users are affected still she went ahead and reset the printer few more times. 

[Hawks_Eye]

@JBM80 

Thanks for replying.

My apologies for all the inconvenience caused to you.

I'm sending out a private message to assist you with the next course of action. 

Hope this helps! Keep me posted for further assistance. 

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

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[Jophster]

Just chasing to say I’ve sent a private message but not had a reply.

[Hawks_Eye]

Hi @Jophster 

Thanks for sharing the requested details in the private message.

I have replied there; please check and respond at your convenience.

Take care, and have an amazing day!

Regards, 

Hawks_Eye