• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.Windows 11 Support Center.
  • post a message
Guidelines
The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
We would like to share some of the most frequently asked questions about Instant Ink. Check out this link: HP INSTANT INK, HP+ PLANS: INK AND TONER. .
HP Recommended
HP ENVY Photo 7855 All-in-One Printer
Microsoft Windows 10 (32-bit)

I’ve been enrolled in the Instant Ink program since 2018 without a problem until now.  For my HP Envy Photo 7800 Series All-in-One Printer, I was recently sent a Black Ink replacement cartridge that had the same cartridge number as previous replacements (64/303) but it was shaped much differently than previous cartridges (cube-shaped and less than 2 inches in length vs. a 2.5 inch long rectangular cartridge). A separate number printed on the label of the correct cartridge is TOA87A. The number on the incorrect cartridge label is IVV62A.

     After inserting the replacement cartridge & trying to print, I get the Error message “Cartridges not communicating correctly with printer.”

      I’ve spent considerable time over the past few days trying to resolve this problem using the Chat with a Virtual Support agent function, but had no success.  The algorithms utilized in the Troubleshooting process failed to address the problem of being sent a cartridge that is incompatible with the other cartridge in my printer.

     Apparently, HP no longer provides customers the opportunity to contact Technical Support directly by either telephone or email, which I find to be very frustrating. I hope that this Community Forum can provide a solution to the problem; however, it is certainly no substitute for providing direct and timely customer service.

1 REPLY 1
HP Recommended

@Pacqman

 

Welcome to the HP support community.

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

 

Thank you for visiting the HP Support Community. 

Sandytechy20
I am an HP Employee

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.