Instant Ink - Black cartridge empty but new cartridge won't be sent?

[Caltinay]

My problem with the color cartridge was solved recently in quote a short time, so thanks to HP Support. Now I have another issue with my cartridge - this time the black cartridge won't let me print anything by selecting only the black&white cartridge, even if I select "best" or "optimal" quality, I just get either something I can't read because the cartridge is as good as empty, or I get a page that has not one drop of ink. Instant Ink won't send me a new cartridge because apparently the cartridge is "full enough", so I'm sitting here not knowing what to do. It used to work but now nothing's working. Can anyone help me? I can't go printing everything in color. 

Thanks in advance. 

Here's what it shows on the HP Smart App: 

Here it says the black cartridge is not needed to be replaced with a new one: 

I tried cleaning the cartridge, did anything I could to "renew" it but nothing seems to be working. 

[KrazyToad · Accepted solution]

@Caltinay

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[Caltinay]

Hi, thank you for your message, I recently received the replacement for the empty cartridge.