Issue with Instant Ink colour cartridge

[Annette76]

We have an HP ENVY 5640 printer with an instant ink account. I am getting an error message come up from the colour ink cartridge. The printer works find in black and white when I remove the colour cartridge. I have followed all the trouble shooting advice online but it still doesn't work. This has happened to us once before and previously we needed to be sent a new cartridge. I haven't had any success trying to solve this using the virtual chat function.

I tried to resolve this in the summer and sent my account details to an employee on this forum. They said they would send a replacement cartridge but it never arrived.

Thanks in advance for any help.

[Kumar0307]

@Annette76, Welcome to the HP Support Community!

Apologies for the inconvenience caused. Refer to the steps mentioned in this document to resolve ink cartridge errors.

As the issue is related to Instant ink cartridges, I need more information to help you out.

Since the instant ink account details are confidential, please send me the required information via private message.

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

Let me know how this goes.

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