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07-17-2020 12:15 PM
Hi please can someone advise , I received up instant ink cartridges put them in worked fine overnight tri colour has decide it’s incompatible to my printer I had a new set come last week as I have a huge amount of work to do this next week tried the tri from last week’s delivery still the same not working I’ve cleaned all I can see I am meant to clean spent all day on messages with support and still no further forward I can print with just the black cartridge in but not colour I’ve tried to hard reset also can anyone out there help I’m at my wits end with this machine now x
07-19-2020 04:45 PM
@Justamum We've got you covered, here's all you need to know and do, to fix this issue,
I suggest you click here to troubleshoot and resolve cartridge errors, if the issue persists, respond to my private message and I'll help you accordingly,
Meanwhile, here are a few things you may want to know about your HP Instant Ink account page before we get into the details of resolving your concern: Click here for FAQs.
- Your HP Instant Ink account page contains the data on past deliveries and estimated shipments.
- It also helps you understand what state your cartridges are in based on HP's data,
- Any issues will be shown with its solution using a step by step approach, to make it easier for you!
Please check your account page to see the latest cartridge information by signing into your account at "instantink.com".
If the suggested information can't be found, You may respond to the private message I've sent out and I'll help you out, accordingly
Check next to your profile Name, you should see a little blue envelope, please click on it as I've sent out a list of questions and I could provide a better solution once I have the answers: Click here for more details on how to access the private messages on HP Forums
P.S: Welcome to HP Community 😉
We eagerly await your response,
Help us, help you.
And Take care.
I am an HP Employee
07-20-2020 09:40 AM
Hi thank you for your reply only nothing has made a difference unfortunately I’m still stuck with a useless printer I have put the old empty cartridge back in just mainly out of curiosity and that is reconquised so clearly an issue with these cartridges I have been sent I have also sent you a pm
07-20-2020 12:23 PM
@Justamum I went through the details you've sent on the private message, and I should be able to ship out replacement cartridges to you, on priority although, I needed to know if you're okay with a 7-9 business day TAT? If yes, please confirm if the shipping address updated on the account is correct, if it isn't please send the private message with the correct address.
And have a good day.
I am an HP Employee
07-20-2020 02:52 PM
@Justamum I have placed an order for you, they should be able to deliver in the aforementioned time,
Although, expect a slight delay due to the pandemic affected areas and if you need to track the package, just log into your HP Instant Ink account, the information to track the other should be available in a day or two.
Also, to ensure everything is okay, I'll follow-up in a few days to check up on you,
if you get the package before I contact you, let me know & keep me posted if you need anything else.
If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.
I am an HP Employee
07-22-2020 04:19 AM
I have received the cartridges this morning by DHL unfortunately the problem is still the same even with the new cartridge in I have tried single mode and the black is fine the tricolour not so again put old cartridge that is empty back in that to is fine
please advise I’m at my wits end with this problem now
07-22-2020 05:43 AM
Only one set has arrived atm but I have taken pics of the brand new one and the old empty one that is being recognised in my printer I will try to add the one with the lighter colour strip is the old one that’s fine although it’s empty the other darker colour is the one received this morning via DHL not recognised