Error GCAG001 Unable to re-enroll into HP Instant Ink after relocating

[sadasfaw]

I bought my printer in the UK and relocated to Singapore. I am unable to re-enroll for HP Instant Ink in Singapore - after spending 3 hours with the customer support, whose advice was to create a new email address (because it is impossible to just change the Country/ Region), the HP Smart app informs that 'We are unable to connect your printer to finish Instant Ink enrolment' with a message code: GCAG001. 

The customer support officer simply repeats the instruction of connecting the printer for enrolment (which DOES NOT work). And now he says that the issue might be due to background service of the instant ink portal. 

I have logged into my previous account and selected the option to remove printer, but when I re-login, it is still linked to the previous account. I suspect that it is still linked to my GB account and hence does not allow for this new registration. I have requested for the customer service officer to help de-link my printer to that account but he says it is not possible. 

Can any HP officer here assist with this please? Thank you.

[Irfan_06]

Hi @sadasfaw,

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 moving your instant ink account to another country.

Instant Ink accounts are linked to the country/region of your HP account.

• To change the country/region for a printer in Instant Ink, add the printer to a different HP account that is in the desired country/region.
• Cancel the original Instant Ink account to prevent continued billing. Enrolling the printer in a new account does not automatically delete the old account.
• HP Instant Ink Platinum: The service is only available within the continental United States. If you move out of the service area, your subscription is cancelled and you may be charged an early cancellation fee.

Refer to this video link to Cancel the Instant ink subscription.

Refer to this link to re-enroll in instant ink for the new country once again.

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

[sadasfaw]

Hi Irwin6, 

Thank you for your reply. 

I have de-linked my printer from my previous account (the subscription was cancelled in 2022) and added it to the new one. Everything seems connected and fine on the Printer Status page but when I try to enroll into Instant Ink, the GCAG001 error still shows:

[Irfan_06]

Hi @sadasfaw,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

The support on the HP community is currently available within certain constraints. We are striving to enhance our assistance and broaden its scope. We appreciate your understanding and patience.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a good day.

Irwin6

HP Support

[SAlexandros]

Hi @Irwin6,

I've been having the same issue as described above and have followed the same troubleshooting steps to no success.

Would you be able to send me a private message as well with further instructions?

Thanks,

Alex

[Simimc]

I have exactly the same problem. How is it possible to sort it out? Same issue, moved from uk to Australia and can’t connect it to instant ink 

[sadasfaw]

Hi Alex, the private message wasn't a solution. It's the no. of HP help desk which could not solve the problem in the first place (which led me to post here seeking help). 

[RichardFin]

Hi, i have the same problem. I don´t know if the problem is that my printer 2710e says it´s  region is USA....but i live in Finland and i bought it in a local store...Region change is too much hassle, referring to this:
https://h30434.www3.hp.com/t5/Printing-Errors-or-Lights-Stuck-Print-Jobs/HP-DeskJet-2700-Region-Chan...

I´m sorry to say but this service is way too bad for consumer´s at this time.