Instant ink cartridges can't communicate with printer!!

[CaroleMcGivern1]

Hello, I am paying monthly for instant ink - you sent me two larger cartridges and since then they will not communicate with the printer and I cannot print. Can you refund my money or sort out this problem please?

[Elohi_NR]

Hi @CaroleMcGivern1,

Welcome to the HP Support Community. 

I'd like to help!

To be able to answer you effectively, we need some information.

Were you able to install those cartridges and not communicate?

Are you getting any errors?

Meanwhile, perform the steps from this document and see how it goes.

There are four main reasons why you might be unable to print with HP Instant Ink cartridges.

You canceled. Instant Ink cartridges only work in enrolled printers. To continue printing, remove the Instant Ink cartridges from your printer and purchase Original HP Ink or Toner directly from the retailer of your choice. Or re-enroll in Instant Ink.

The printer was disconnected from the internet. Reconnect your printer to resume printing.

The message Cartridge cannot be used until the printer is enrolled in HP Instant Ink displayed. Your printer must be enrolled to use Instant Ink cartridges. See How do I fix cartridge errors associated with printer enrollment? for help.

The message There is a problem with your HP Instant Ink account displayed. Your credit card may be expired. To update your payment information:

NOTE: Fill in all the fields: card number, CVV, and expiration date. Make sure postal codes are in the correct format.

Home / Home Office:

Sign into your Instant Ink account.

Click Account in the left menu, then Billing.

Click Change Payment Method to open the Billing details window.

Business: Sign into your Instant Ink for Business account.

Open Account in the left menu, then Billing.

Expand the section for your current billing method and click Update Payment.

Select Business and then enter your payment details.

Printing should be restored within 30 minutes. If not, contact your card issuer.

You may also refer to this document for further assistance.

Hope this helps! Keep me posted for further assistance.
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!

[Carolemcgivern]

Hello,

I am still enrolled in instant ink and the monthly payments continue to leave my account. My printer is connected to the internet. I'm not going to buy cartridges from a shop when I'm paying you for ink! 

The problem began when I installed the new larger cartridges sent out by yourselves. Since then I just get the message that the cartridges aren't communicating correctly and I cannot print. I have taken them out and reinstalled several times and it makes no difference. Can you please send me cartridges that work. I have urgent printing to do for the auditor.

carole

[Rainbow23]

Hi @Carolemcgivern,

Welcome to HP Support Community. 
Thank you for posting your query, I will be glad to help you.

I see that you are facing cartridge issues with your HP ENVY 5030 All-in-One Printer using instant ink cartridges.

Please follow the steps listed below to remove and set up web services:
1. Open the embedded web server (EWS):
a. Find out the IP address or hostname of the printer by pressing the Information button (i) to print an Information page.
NOTE: The printer must be on a network and must have an IP address.
b. In a supported web browser on your computer, type the IP address or hostname assigned to the printer. For example, if the IP address is 123.123.123.123, type the following address into the web browser: http://123.123.123.123.
2. Click the Web Services tab, and then click Remove Web Services in the Web Services Settings section.
3. Click Remove Web Services.
4. Click Yes to remove Web Services from your printer. 

You may also refer to this document to turn off web services: https://support.hp.com/in-en/document/c04808536 

5. Click the Web Services tab again.
6. In the Web Services Settings section, click Setup, click Continue and follow the onscreen instructions to accept the terms of use.
7. If prompted, choose to allow the printer to check for and install printer updates.
8. When the printer is connected to the server, the printer prints an information page. Follow the instructions on the information page to finish the setup.

You may refer to this document to setup webservices: https://support.hp.com/in-en/document/c05329102 

I hope this helps.

Have a nice day ahead.

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!

[CaroleMcGivern1]

Hi,

I've followed the process thank you. It doesn't really help. The printer will print with the old (practically empty) black cartridge, but as soon as I put in the new larger black cartridge it gives the message that there is a communication error again.

I need a new black cartridge.

kind regards

Carole

[Rainbow23]

Hi @CaroleMcGivern1,

We need some more information related to instant ink to address this issue. This information cannot be shared on a public post.

I have sent you a private message to get this information. Please reply to this in a private message.

To access your private messages, click the 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