I keep getting this error when trying to sign-up for Instant Ink: Your HP+ printer can’t be claimed

[KingDeDeDe7]

Hello, 

I recently bought a HP DeskJet Plus 4155 All-in-One Printer second-hand and I can set it up fine but when I try to set it up with HP Instant Ink or connect it to my account I keep getting this error message

"Your HP+ printer can’t be claimed here. This is a new printer that needs to be set up using the HP Smart software or app"

I've already tried resetting it to factory defaults including using HP Secure Erase, but I have no luck with finding a solution. 

[Alden4]

Hi @KingDeDeDe7,

Welcome to HP Support Community.  

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

It seems like you're encountering an issue when trying to set up your second-hand HP DeskJet Plus 4155 All-in-One Printer with HP Instant Ink or connect it to your account. The error message you're receiving suggests that the printer is not being recognized as eligible for HP Instant Ink, possibly because it's associated with another account or for some other reason.

Here are some steps you can try to resolve this issue.

• Check for Existing Account Association: The printer may have been previously associated with another HP Instant Ink account. Ensure that the printer is disconnected from any previous owner's account, as printers are typically tied to the account of the original owner until released.
• Update Firmware: Make sure your printer has the latest firmware installed. Outdated firmware can sometimes cause issues. You can check for firmware updates on the HP website or through the printer's control panel.
• Use HP Smart App: Follow the error message's suggestion and try setting up the printer using the HP Smart software or app. This may help in registering the printer properly with HP services.
• Reset to Factory Defaults: If you haven't already, perform a factory reset to clear any previous configurations. However, you've mentioned that you've already done this.
• Verify the Printer Model: Ensure that you are using the correct model number, as different models may have variations in terms of compatibility with HP Instant Ink.
• Verify HP+ Compatibility: Confirm whether your printer model supports HP+ features and is compatible with HP Instant Ink. Not all HP printers support these features, and this could be a potential reason for the error message.
• Check for Regional Restrictions: Sometimes, HP services like Instant Ink may have regional restrictions. Ensure that your printer and your account are in a region where Instant Ink is supported.

I hope this helps. 
 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4
HP Support 

[KingDeDeDe7]

Thank you for the response @Alden4,

Unfortunately I think it might still be tied to the previous owner’s instant ink account. Since I have no contact with them, is there a way to still receive Instant Ink services? 

I’ve tried the other suggestions with no resolution so I’m at a loss of what to do next.

I truly appreciate your support with this!

[Alden4]

Hi @KingDeDeDe7, 

Thank you for your response,

If your printer is still tied to the previous owner's Instant Ink account and you have no contact with them, you'll need to take a few steps to resolve the issue and start using Instant Ink with your own account.

• Factory Reset the Printer: If contacting HP support doesn't work or you want to try something on your own, you can attempt a factory reset of the printer. This will erase all previous settings, including the association with the previous owner's Instant Ink account. The steps for a factory reset can vary by printer model, so consult your printer's manual or HP's website for specific instructions.
• Re-Register the Printer: After a factory reset, you'll need to set up the printer as if it were new. During the setup process, you should be prompted to register it to your own HP account. You can create an account on the HP website if you don't have one already.
• Subscribe to Instant Ink: Once the printer is registered under your own HP account, you can subscribe to HP Instant Ink. You'll need to choose a plan and provide payment information.
• Install New Instant Ink Cartridges: If the printer was using Instant Ink cartridges from the previous owner, you might need to replace them with new cartridges provided by your Instant Ink subscription. This step ensures that the printer communicates properly with the Instant Ink service.

By following these steps, you should be able to disassociate the printer from the previous owner's Instant Ink account and set it up with your own account to start using Instant Ink services.

If you would like to thank us for our efforts to help you, please go to the public post and click on "Accepted Solution" and give us a virtual high-five by clicking on the "Thumbs Up" icon. 

Have a great day!

Alden4
HP Support

[KingDeDeDe7]

Thank you again for your helpful response @Alden4. Unfortunately when I tried registering it after doing a factory reset, it won’t allow me to register it to my account and gives me the error mentioned in the first post after entering my printer code (it won’t register the printer automatically it seems). HP support has tried doing the same with my laptop and printer but also found the same issue. I was told that the case would be elevated but I have yet to receive a callback so I’m not sure how to continue from here.

I appreciate your help greatly with this! 

[Alden4]

Hi @KingDeDeDe7,

Thank you for your response,

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support