Non HP Instant Ink cartridge installed We can't determine your next shipment

[mcoate424]

After my partner recently purchased an HP DeskJet 2755 printer, she installed the cartridges provided in the box the printer came in (setup cartridges), and everything works with the printing functions. But, after she signed up for Instant Ink and checked the shipment information it displayed the following error on my black cartridge: "Non HP Instant Ink cartridge installed: We can't determine your next shipment, because we aren't able to read your ink levels." The cartridge was brand new out of the box that she was provided with and it claims it isn't an HP ink cartridge.  After a few months' use, the printer ran out of ink, and I thought if I replaced the cartridges, maybe the printer would finally realize we were using HP ink cartridges all along.

So I replaced the cartridges with HP 67 Cartridges (Black and Tri-Color), which I purchased on Amazon from HP as the seller (these are the same type of cartridges the printer came with).  However, the issue persists--the HP Smart app also gives me the following message in Printer Status:

"Non-Instant Ink Cartridges Installed. The cartridges you have inserted are not monitored by your HP Instant Ink service, therefore you will not be shipped replacement cartridges. If monthly billing has begun for your HP Instant Ink service, it will continue.
Please replace these cartridges with the HP Instant Ink cartridges that you should have on hand.
If you don't think you received an ink shipment, check around your workspace--it might have arrived some time before you needed it. If you still have trouble locating your ink, sign-in to your account at InstantInk.com for information on your ink shipments."

How can we resolve this to ensure we can properly receive shipments of color and black ink cartridges?  We have NOT been using the wrong cartridges.  I have had many HP Printers throughout my lifetime and have always used HP ink cartridges and have never had this issue with the printer failing to recognize the cartridges as HP cartridges, so I am very disappointed in this printer.

[Raj_05]

Hi @mcoate424,

Welcome to HP Support Community.  

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

I would need to know a few details regarding your Instant ink account to help you get the ink cartridges sorted. Since the instant ink account details are confidential, please send me the required information via private message.  

To locate your account, please provide
Your registered email address
Your Instant Ink account ID
Serial number of your printer enrolled in instant ink
Confirm your address,

Please click on it. I hope this helps resolve this issue completely, Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Yes" on the bottom right to say

Take care and have a great day ahead!

Alden4
HP Support