Not able to enroll instant Ink

[mcc16161]

Background

I bought an "HP ENVY 5014" printer a few years ago in New York and subscripted to Instant Ink for ~ 1yr.

I relocated to Hong Kong two years ago. The Instant Ink service wasn't available in Hong Kong then, and I had ended the US plan.  I have been using the retail cartridges without any problem for the last two years.

Issue

Recently, I realize Instant Ink is now available in Hong Kong. I try to re-subscribe to Instant Ink again but the delivery address is locked to the country of US.

Then, I've created a new account with my current Hong Kong address, but I am not able to add my printer to the new account hence not able to subscribe to Instant Ink. 

I've removed the printer from my old account and performed semi-full reset. changed the country setting to hong kong and reset eprint and webservice etc. some observations:

- the printer code doesn't work when I try to use it to add my printer in "instantink.hpconnected.com". I got an error message of "Server Error. Try again soon.". Tried to reset the web service a few times and still have the same error.

- the printer code keeps changing every time I check it in Printer's "Setup"->"Printer Code" option.

- I am not able to print using ePrint's email address, although the web Services and ePrint is "On" in the HP Smart App.

- there is a blank printer icon with no picture in the enroll screen of Instant Ink. It shows something like "web service is not available" to that printer.

- it seems that the printer has a "region's lock" and I am not able to add it back to my US account from Hong Kong.

Questions:

- Please does HK's Instant Ink support printers bought in other countries? HP ENVY series 5000 is in the drop-down manual in the enroll screen.

- Please is there any alternative way to add my printer to my account?

Thanks in advance~ 🙏

[Raj_05 · Accepted solution]

Hi @mcc16161,

Welcome to HP Support Community.  

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

If you're experiencing difficulties enrolling your HP ENVY 5014 printer in the HP Instant Ink program, there are a few troubleshooting steps you can try.

• Ensure printer compatibility: Verify that your HP ENVY 5014 printer model is compatible with the HP Instant Ink program. You can visit the HP Instant Ink website or contact their customer support for confirmation.
• Check internet connection: Make sure your printer is connected to the internet. Check the Wi-Fi or Ethernet connection on your printer and ensure it is properly configured and connected to a stable network.
• Restart printer and router: Try restarting both your printer and the router to refresh the network connection. Power off the printer, unplug it from the power source, wait for a few minutes, then plug it back in and turn it on. Similarly, restart your router by unplugging it, waiting for a minute or two, and then plugging it back in.
• Update printer firmware: Visit the HP support website and check if there are any available firmware updates for your printer model. If updates are available, follow the instructions provided to download and install the latest firmware.
• Reset printer settings: If the previous steps didn't resolve the issue, you can try resetting your printer to its default settings. Refer to the printer's user manual or visit the HP support website for instructions on how to perform a factory reset. After the reset, try enrolling in HP Instant Ink again. 

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4
HP Support

[mcc16161]

Thanks for your reply. I've confirmed with local hot line that 5014 is not supported in HK instant Ink.

The website is actually confusing as it lists "envy 5000" but doesn't mean all 5000 series models are supported in HK. 

[Raj_05]

Hi @mcc16161,

Thank you for your response, 

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support