Paper plan

[brianbuck]

Why do I continually receive emails stating that I am being charged £1.50 for paper when I have not received any paper since I joined the scheme in 2024. And why the system will not allow me to log on to the existing plan when I try to cancel it?

[Deep_World · Accepted solution]

Hi  @brianbuck,
 
Welcome to the HP Support Community!

Thanks for reaching out!

I understand your concern on how it must feel for continue receiving billing notifications for paper you have not received, especially when you're also unable to access your account to manage or cancel the plan, don’t worry let me help you with this. 

To better assist you, could you kindly provide the below details :

• The exact printer model name or product number  - (Link for steps - click here )
• Is this an HP Instant Ink / Paper Add-on plan (mPaper plan)?
• Are you unable to sign in to your HP account due to a password issue, account error, or another message? Please share any error message you see.
• Are the £1.50 charges appearing on your bank statement or only in email notifications?
• Have you recently changed your email address, billing information, or country/region?

Also you can refer to this link for frequently asked questions on HP Instant Ink - click here .

Also for more details on HP Instant Ink Paper Add-on service  - Click here . 

In the meantime, kindly try the below steps and confirm :- 

1. Sign in using an alternative browser (Chrome, Edge, Firefox, or Safari) or use a private/incognito window.
2. Clear your browser's cache and cookies, then try signing in again.
3. Verify that you are signing in with the same email address used when enrolling in the plan.
4. If possible, try accessing your HP account from a different device or network.

I hope this helps.