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Lemsr
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Instant Ink disabled - HOURS with support and NO resolution or call backs

Envy 5050
Microsoft Windows 10 (32-bit)

I bought an Envy 5050 on Sept 3, 2019. I've been trying ever since to get it to connect to the Instant Ink site. CS has had me reboot, reset, reinstall, and nothing is working. When I ping the printer, the settings for Web Services are good except Instant Ink is disabled. I have been sent cartridges repeatedly but this does not enable the program to allow me to use them. I was supposed to get a call back from the "higher" techs 3 days ago, but as usual, no call backs. This is the 3rd time I haven't been called back since I got the printer. Right now, I am only able to print via HP Smart or if I'm printing from the internet. I can't even open an existing document to print that out unless I save it first, then use HP Smart. This is very irritating. I am in a rural area and it's 30+  miles to go buy an ink cartridge, but unless I can get the Instant Ink option enabled, I can't use any of the 6 program inks I"m currently holding.

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HP Support Agent
HP Support Agent
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91
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HP Recommended

Instant Ink disabled - HOURS with support and NO resolution or call backs

Hi @Lemsr

 

Welcome to the HP Support Community. 

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

 

Thank you for visiting the HP Support Community. 

 

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!

 

Have a great day! 

Asmita
I am an HP Employee

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Lemsr
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Message 3 of 3
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HP Recommended

Instant Ink disabled - HOURS with support and NO resolution or call backs

I am still waiting for a valid resolution. The rep who is PM'ing me just wants me to do what I have already done and call the Instant Ink phone number. I have received yet another set of program cartridges I cannot use until the Instant Ink feature is enabled on my printer. Does anyone who works for HP's customer service actually know what they need to do to help fix this?

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