Instant Ink Suspended

[Xxhallowsxx]

So I have had instant ink for 5+ years at this point and never had an issue with it. I have referred a bunch of people and have several years of free service so I haven't had to pay an actual bill in years. I quit printing for quite a while and fired it back up a couple of weeks ago. When I look at my billing history it shows each month consuming one of my free months, flawlessly. However, starting a few days ago it began saying to update my payment method to pay my bill of $0.00. Now, my account is suspended and it keeps declining my credit card. 

Why all of the sudden is it asking for a new payment method, why did it work fine for years by consuming one of my free months when a payment was due, but now my account is suspended for my past due balance of NOTHING and I can't print? Is this some new thing they are doing to try to forfeit peoples referral credits or something?

This is complete crap.

[VikramTheGreat]

Hi @Xxhallowsxx,

Welcome to the HP Support Community.

I understand your frustration. Your HP Instant Ink account shows a $0.00 balance and continues using referral-credit months, yet the account has been suspended because the payment method is being declined.

Please confirm:

1. What exact error appears when you try to update the card?
2. Does the Instant Ink dashboard show a reason under Important notifications, Billing, or Printer status?
3. Is the card issued in the same country or region as the Instant Ink account?
4. Has the card expiration date, billing address, or security code changed?
5. Have you tried a different supported payment method?
    

In the meantime, please sign in to your HP Instant Ink – Ink Monthly Subscription | HP Official Site, and then:

1. Select Account.
2. Open Billing or Shipping & Billing.
3. Select Manage your payment method.
4. Re-enter the complete card number, expiration date, security code, and billing information, even if some information has not changed.
5. Save the payment method, and then check Important notifications and the account status. HP requires the billing method for an Instant Ink subscription to remain current.

If the payment continues to be declined while the balance remains $0.00, the account requires review by the Instant Ink billing team. The Community cannot view or change subscription credits, payment authorizations, or account suspensions.

Please send the following details only by private message when requested by an HP Support Agent:

• Email address registered with Instant Ink
• Printer serial number
• Screenshot of the $0.00 balance and suspension notice
• Exact payment-update error
• Any Instant Ink case number

Do not post the registered email address, serial number, card details, or billing information publicly. HP Support can then review the account status without exposing private information in the Community.

Please help us with the Printer serial number or the product number in a private message for further assistance.
 

Here is the link to find the product serial number: Click here

To access your private messages, simply click the private message icon in the upper-right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number, because we value your privacy.