Instant Ink Account Glitch: Empty Dashboard but active page tracking

[Mb_158136]

I am on a legacy grandfathered Instant Ink plan (0€ free tier). I receive my monthly statement emails perfectly, which show my correct page count. However, when I log into my dashboard, no printer is listed. I recently moved  (in my country, Germany, but to a different city), and need an administrator to manually update my shipping address in the backend without touching or resetting my active subscription plan. Please do not alter my tier. How do I proceed?

[Pallipurath]

Hi @Mb_158136 

Welcome to the HP Support Community.

Thank you for posting your query.

I understand that you are using a legacy HP Instant Ink plan and that your monthly statements are still being generated correctly with the accurate page counts, but your online dashboard is not displaying your enrolled printer. I also understand that you recently moved to a different city within Germany and need your shipping address updated while keeping your current plan and tier unchanged.

Since your Instant Ink account is still actively tracking usage, this indicates that the subscription may still be active in the backend, but the dashboard may not be correctly linked to your HP account or printer enrollment details.

Verify you are signing in with the correct HP account

• Go to the HP Instant Ink website and sign in using the email address that receives the monthly statements.
• If you have multiple HP accounts, try signing in with the account associated with the Instant Ink billing emails.

Check account details

• Open your Instant Ink account settings.
• Verify whether your printer appears under My Account / My Printers.
• Do not cancel or unenroll the printer, as this may affect your legacy subscription status.

I would request you to please share me the below details via Private message.

• Instant Ink email address
• Printer model
• Printer serial number

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link.  

You can use this link as well:  

Private Messages - HP Support Community 

Take care and have an amazing day!