Cartridge cannot be used until printer is enrolled in HP Instant Ink

[krissy28]

I own an Envy 5055 series printer and have been a member of Instant Ink for a while. I tried printing some documents today and when I went to print; it shows my printer offline and has a message on the printer screen "Cartridge cannot be used until printer is enrolled in HP Instant Ink". 

This printer IS enrolled but I think it's not being recognized on my wifi and there is no way for me to "exit" off of this message to get into my printer setup to update the wireless network or even factory reset the printer itself. 

How do I get past this screen to where I can start using my printer again? I've tried turning it off, unplugging it, etc and nothing is working.

[Kuroi_Kenshi]

Hi @krissy28,

Welcome to HP Support Community.   

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

I would need to know a few details regarding your Instant ink account to help you get the ink cartridges sorted. Since the instant ink account details are confidential, please send me the required information via private message.   

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. 

You can use this link as well: 

Private Messages - HP Support Community

To locate your account, please provide 

Your registered email address 

Your Instant Ink account ID 

Serial number of your printer enrolled in instant ink 

Confirm your address, 

Take care and have a great day ahead! 

Best Regards,

[TheGreatNorthWe]

i've been on with HP support chat for 60 minutes and the agent hasn't fixed it. 😞

[Kuroi_Kenshi]

Hi @krissy28,

Being stuck for an hour with no fix is no fun at all. But don’t worry, I’ve got you now! 💪

Can you please share the details I asked for earlier? That way, I can take it from here and help you get this sorted as quickly as possible. 

You’re in good hands

We're looking forward to helping you get back up and running! 

Best regards,