HP smart instant ink is not refilling the cartridges even though the black ink is used up.

[Balaprabunath]

I am enrolled with HP instant ink and I have not received a single cartridge for refill for more than 2 years. Even though the ink is completed, HP has not serviced to send a new cartridge. The means to contact them and the virtual agent is totally not helpful!

[Kumar0307]

@Balaprabunath, Welcome to the HP Support Community! I’m here to help.

I understand you have not received replacement Instant Ink cartridges. You will receive replacements when one or more of the ink cartridges is low or empty.

You will not receive replacements monthly.

To assist you better, I would need some information related to your Instant Ink Subscription. This information cannot be shared on a public post.

I have sent you a private message, reply to the message with your details.

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 or simply click on this link.

Hope this helps! Let me know how it goes. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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Have a great day! 

[Balaprabunath]

Hi,

I am well aware that the subscription model will refill only when the ink is used up. Your app which verifies the usage and senses how much ink is left in the printer is not working as expected. Even after the ink supply is used up, it shows there is ink and that is why your system is not sending the supply back. This is a bug in the application. It has been more than 2 years of usage and still no refill came. 

I guess now you understand my valid concern.I hope your technical team works on this bug and fixes it.

It could either be an application issue or a sensor issue that tracks the ink usage. Either way, it requires a fix.

[Kumar0307]

@Balaprabunath

I understand the issue is with the HP Smart app. Have you tried updating or reinstalling the app?

Also, respond to the message that I have sent requesting for further details to resolve this issue.

Keep me posted.