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New cartridge 304 error

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HP ENVY 5000 All-in-One Printer series


Enrolled on a plan to receive 100 pages printing. Think I had a free trial at the start. However since my first 'new' ink cartridges were sent to me, the black cartridge never worked, I have never received any since. They payments have come out for months, we have only printed a few pages, but only using the coloured cartridge (which turns the print a light grey colour) and I have just seen on my homepage that new ink cannot be sent until error is resolved. Also my warranty has just ran out (the problem occurred on my very first ink batch, well within the warranty) 


Using the online help, months ago, I gave up (no time and was going round in circles) 


Tried again today and same thing, sending me to a link showing me how to clean a cartridge etc, this is no good.


I just want ink sent to me - I have paid £24.43 according to the billing page, however, not had a proper service yet. 


Please help HP Ink Team


Thanks in advance





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Hi @Dom35,


Please send us a private message with your Instant Ink account details or you may also 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. 


Let me know. 


And, Welcome to the HP Support Community


Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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