Missing Rollover Pages

[Auto9]

My rollover pages have disappeared from my InstantInk account. I understand perfectly well how rollover pages work (I've been a customer for years; please don't just reply with the canned FAQs response that seems to be the forum default). Given that I have not printed anything in the last 3+ months (as can be verified via my Print History) I should have more than maxed out my rollover pages, but instead my account shows 0 available.

This appears to be a common issue, so I am hoping that this can be fixed quickly. I was planning on upgrading back up to a larger plan again now that my printing needs have resumed, but I'm obviously reluctant to do so if a programming error like this continues to prevent me from receiving the product I'm paying for.

[Auto9]

After having done some printing, the rollover pages reappeared the next time my account page refreshed. I had already refreshed the page numerous times prior to posting here, on top of logging out and back in several times, so I'm reasonably sure it wasn't the page refresh that fixed it. Unclear if printing triggered something on HP's side or if someone saw my post here and fixed the problem without actually responding, but the issue appears to have been resolved for now. I'd still appreciate a response if anyone can tell me what happened and why, since problems appearing and disappearing on their own don't exactly inspire confidence going forward...

[Sneha_01]

Hi @Auto9,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you've had a frustrating experience trying to resolve this issue with your printer account. I'm glad to hear that the problem seems to be resolved for now, but it's completely understandable that you'd want a clear explanation to avoid future uncertainty. Hopefully, someone can provide insight into what happened to prevent similar issues in the future. If you encounter any more problems or need further assistance, don't hesitate to reach out. It’s always better to have these concerns addressed directly to maintain confidence in the service.

It seems like your HP printer is configured to work with HP Instant Ink. I will need a few additional details to help you with this.

I request you to share all the details in a private message. 

In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

To understand the issue and help you, please share the details listed below:

• Registered email address and the serial number of the printer.

Note: Do not share any of your personal information such as serial, phone number, email ID, etc.

Take care and have a great day ahead!

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.Take care and have a great day ahead!

Rachel571 

HP Support