Instant Ink

[Lgray2658]

My information page says I’m enrolled but the app says I’m not and I rec’d my ink today & installed it. 

[VikramTheGreat]

Hi @Lgray2658,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

I can feel how confusing and frustrating this situation must be. Your Information Page confidently tells you “You’re enrolled”, yet your HP Smart app insists “Not enrolled”.
You just received your new Instant Ink cartridges, installed them with excitement… and now you’re stuck between two different stories. 

Let’s take a calming breath, you’re not alone, and we can fix this together. This issue usually happens when the printer and HP Smart get out of sync, even though your account is truly active.

Let’s Fix Your Enrollment Sync Step-by-Step

1. Confirm you’re signed into HP Smart with the same HP account used to enroll

Sometimes the app shows “Not enrolled” simply because it’s logged into a different HP account.

Do this:

• Open HP Smart
• Tap your profile icon (top right)
• Ensure the email here matches the email you used for Instant Ink enrollment
• If not, sign out → sign back in with the correct email

(This resolves the issue in most cases.)

2. Restart the Printer (forces Instant Ink status refresh)

• Leave the printer ON
• Unplug it from the back
• Wait 30 seconds
• Plug it back directly into a wall outlet
• Turn it on

This makes the printer reconnect to HP’s servers and update the subscription status.

3. Check Your Printer’s Connection to the Cloud

Instant Ink status only syncs when the printer is online.

On the printer:

• Print the Network Configuration Page or Information Page again
• Look for:
  ✔ “Internet connected”
  ✔ “Web Services: Enabled”

If Web Services is OFF:

1. On printer display → Setup
2. Select Web Services
3. Turn ON or Re-enable

This step is crucial.

4. Remove and Re‑Add the Printer in HP Smart

This forces the app to resync subscription data.

1. Open HP Smart
2. Press and hold your printer → Hide Printer (or Remove)
3. Close the app
4. Re-open it
5. Tap Add Printer
6. Add the same printer again

Once re-added, the Instant Ink tab usually updates correctly.

I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[VikramTheGreat]

Hi @Lgray2658,
 

I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat