Page count

[Jaymclaughlin]

I have been getting charged many more pages than we have been printing! At first I thought my daughter may have done this. I called today to dispute the pages. We pay for 300 pages, after I more than doubled our original plan, and somehow it says we are printing 670 pages in the last billing cycle. I called to dispute and they said they don’t have any prior complaints from me so they can’t do anything. I need to call again after it messes up more. I feel like that is terrible service, after reading other complaints of the same issue, you would think they would understand there is an issue with their system and help paying customers. I then went to cancel the service, only to find out I have to pay $180.00 to cancel a service that is charging me more than double my plan amount because of an issue on their end. Needless to say I am upset and appalled by this customer service. 
I would like the cancellation fee waived as I have already been over charged and told they can’t do anything. 

[Kuroi_Kenshi]

Hi @Jaymclaughlin,

Welcome to the HP Support Community! 

I understand your frustration, and I’d be happy to clarify how HP Instant Ink works, including rollover pages and the cancellation process.

Your plan includes 300 pages per billing cycle. If you print fewer than 300 pages, up to unused pages roll over to the next cycle (up to 2x your plan pages).

If you exceed your plan, you’re charged for additional page sets. If the system counted more pages than expected, it may be due to double-sided printing (each side counts as a page) or other tracking issues.

You can log into your HP Instant Ink account (HP Instant Ink Dashboard) to check your exact page count.

Instant Ink can be canceled anytime, but there may be fees if you are within a contracted period.

After cancellation, you can continue using Instant Ink cartridges until the billing cycle ends, but they will stop working after that, so you will need regular cartridges.

Please check your Instant Ink dashboard for a breakdown of your page usage.

If you decide to cancel, follow the steps in your HP Instant Ink account, and they will guide you regarding any fees.

Refer to this link for assistance: Click here

Let me know if you’d like further assistance!

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Jaymclaughlin]

The issue is we were charged more than double the amount of pages we actually printed. I was told there was nothing you can do to determine if there is an issue with the tracking. I have canceled the faulty service and also get charged almost $200 after being fraudulently charged on pages we never used! I feel like I have been scammed and will never use HP products again. I am asking for a reasonable resolution of allowing us to cancel without being charged a ridiculous cancellation fee

[Kuroi_Kenshi]

Hi @Jaymclaughlin,

Thank you for the response,

You can view charges and print your invoice for any billing period:

1. Sign into your Home / Home Office Instant ink account.
2. Click HP Instant Ink, then Print and Payment History in the left menu, then expand the Print and Payment History section.
3. Select the desired date, and then click Download for a specific bill, or Download All Invoices.

If your bill was higher than you expected, remember:

• Your monthly bill is based on the number of pages you print, not the number of shipments you receive. You may not get shipments every month.
• Your regular monthly payment covers printing of your plan pages and any accumulated rollover pages.
• If you print more than your plan and rollover pages, you are billed for additional pages.
• If you have the optional Paper Add-on service and have printed all of your plan and rollover sheets, you are billed for additional sheets.
• Charges for additional pages or Paper Add-on service sheets apply during trial months.
• If you cancel, you are charged at the end of your final billing cycle. After this final charge, you are not charged again.

If this doesn't answer your question, kindly share the serial number or the email ID registered with this account, so I can help you with the details - Remember to share it in a private message as we value your privacy at the HP Community.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,