Instant Ink - Wrong cartridge received

[print-print1]

I have received some black cartridges but I haven't used it for a while.

I just replaced them and it kept erroring. Luckily I have a second pack which I opened and noticed that the two cartridges are different sizes. To point out that the second smaller cartridge worked.

First Cartridge (doesn't work)

63/302

65/304

Second Cartridge (worked)

65/304

Can someone please explain to me how I could get a bigger cartridge sent to me via instant ink which doesn't work?

Thanks

[ShlomiL]

Hi,

Instant Ink cartridge might be physically bigger, any such does not indicate any error:

https://www.youtube.com/watch?v=uNAdOob1fj4

Could you please attach a picture of the ink cartridge label, to get some better understanding in context?

Generally 63/302 cartridge and 65/304 are different ink cartridges, for different models, any cartridge should not include any indication of both cartridges types.

Shlomi

[print-print1]

The same cartridge is showing both code. The one that doesn't work. I've attached the pic.

Right side worked.

I got oth in two different deliveries.

 

[A_Gayathri]

Hi @print-print1,

Welcome to the HP Support Community

I understand you are facing an issue with the  Wrong cartridge received. Not to worry I will help you to get a resolution to resolve the issue.

To assist you better, We 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 Support Community profile, next to your profile Name or simply click on this link.

Hope this helps! Keep me posted. 

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!

[print-print1]

I don't see the private message from you so I'm not sure what I need to do next?

[print-print1]

I have attached the picture showing the cartridge I received through my Instant Ink subscription.
It doesn't look right to me as the second packet I got fits and it's much smaller.

Anyone can assist? I got a cartridge on my desk that I cannot use. 

Thanks

[A_Gayathri]

@print-print1,

Thank you for your response,  I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

Hope this helps! Keep me posted for further assistance.

Please click “Accept as 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!