Message saying ink will not ship since HP can't read ink levels of depleted cartridge

[BrunoContesto]

Hi there.

I unfortunately let two of my regular ink cartridges run out and before buying new ones I thought I'd give Instant Ink a try. I know I shouldn't have waited until the cartridges were depleted, but there's not much I can do about that now.

So I signed up to Instant Ink today and saw on the main dashboard page that I could check more info about my ink shipment. Great, I thought, let me see if they have an estimate on when my intro package would ship and how long it would take to get here. 

When I click on 'Ink Shipment' I saw that my K and M cartridges had a message saying: 'Ink is on its way! Expect a delivery in about 10 business days.'

However, beside my Y and B cartridges the message was less encouraging: "Cartridge Error: We can't determine your next shipment, because we aren't able to read your ink levels. See details." Clicking on the link to see details a pop-up window states that "Either an ink cartridge is not installed or there is an issue with the installed cartridge. Replace or clean the cartridge to resolve the issue—you will not receive ink shipments until the error is resolved. Learn more about cleaning cartridges at support.hp.com. Visit the Help Centre or contact HP Support for unresolved issues."

Since the reason I had for signing up was to solve the issue of having these two cartridges depleted (I know, I'll have to wait a few days), how can I ensure I get all four cartridges (C,M,Y,K) to begin my subscription? If I was to replace the cartridges so that HP could read its levels I wouldn't have needed to subscribe to the service, at least not now.

Thanks!

[76Monica]

Hi Bruno

Unfortunately I can't help, but I'm just showing some moral support as I have the same issue, as I posted here. I can't figure out a solution to this, beside buying some cartridges and wait for their ink to get low before it can trigger the shipment...

If you do find an alternative solution, could you please reply to this or my post?

Many thanks and good luck

Monica

[Riddle_Decipher]

@BrunoContesto 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

Also, @76Monica did you respond to the private message send by the other tech? Didn't that help?

P.S: Welcome to HP Community 😉

We eagerly await your response,

Help us, help you.

And Take care.

[76Monica]

Hi Riddle_Decipher

Thanks for your message. Yes, I have replied to the other tech, but I'm waiting for further instructions...

Many thanks

Monica

[Riddle_Decipher]

@76Monica Alright, I hope things work out for you, 

Good luck!