01-08-2020 09:24 AM
HP Envy 5000 series.
Instant ink stopped working.
Everything looks ok except when I go to the printer IP address it is showing instant ink disabled. How can I re-enable this on my printer.
Thanks for any help you can give.
01-10-2020 10:32 AM
Welcome to the HP Support Community. I'd be happy to assist you.
Did you cancel the Instant Ink service?
If you canceled your HP Instant Ink service but changed your mind, you have until the end of the current billing cycle to stop the cancellation. Refer to this document for more info.
Make sure the printer is connected to the Internet. Also, have you checked your HP Instant Ink account page? Your Instant Ink account page will have notifications if there are any issues with the account or recent cartridge shipment, it will even provide solutions on how to fix the issue. You may log in to your HP Instant Ink account page from here.
If the issue persists, I am sending you a private message with the information required.
- In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage
Hope this helps! Keep me posted.
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I am an HP Employee
01-10-2020 11:46 AM
Thanks for your response.
I didn't cancel at any stage. I have had telephone support three times but nothing has helped.
Before Xmas I was sent a new set of cartridges which worked for about a week but my usage still wasn't updating on my account screen. Another new set of cartridges were despatched to me yesterday which I am waiting for but it still looks like HP are not connecting to my printer but I don't know why.
I will respond again when I try the new set of cartridges.
01-10-2020 01:34 PM - edited 01-10-2020 01:35 PM
Sure, you can update me once you have tried with new ink cartridges. Also, to check the status of your Instant Ink account, I need the account details as mentioned in my previous message.
Keep me posted for further assistance.
I am an HP Employee
01-15-2020 01:30 AM
The new cartridges have not arrived yet but last night I see my instant ink has started working again. I assume this has something to do with you so thank you very much, your help with this is greatly appreciated.