Paying but don’t get cartridges

[Scottbb1]

I am having a charge on my credit card monthly but haven’t gotten a print cartridge for close to nine months.  I have two printers but keep one off line. The one I use is connected and I print close to 300-400 page a month.   Is the problem HP has my offline printer as my main printer and doesn’t see it being used. 

[Anand_Andy]

Hi @Scottbb1,

Welcome to the HP Support Community

I understand you are facing an Instant Ink issue with your HP Printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist you better, HP recommends the printer be online if you are using the instant ink subscription.

HP Instant ink only ships ink cartridge if the ink is low and not every month as the ink cartridges sent by HP will be XL ink cartridges which usually prints double the page count compared to the regular store-bought inks. 

Please refer to this document: HP Instant Ink - Manage your account & HP Instant Ink FAQ

While you respond to that let's try the below suggestions:

Restart the computer, printer, and router

• To resolve many connectivity issues, restart the computer, printer, and router.
• NOTE: The following steps temporarily disconnect network and Internet connections, and require restarting your computer. Complete any tasks or downloads in progress before you continue.
• Turn off the router by pressing the power button or disconnecting the power cord.
• Turn off the printer.
• Close all running programs on your computer, and then shut down the computer.
• Press the power button or reconnect the power cord to the router, and then wait for the Internet activity light to display a normal connected status.
• Turn on the printer.
• Turn on the computer.
• Try to turn on Web Services.
• If the issue persists, continue to the next step.

Let's disable webservices and re-enable it

• Touch on the wifi icon ((i)) on the printer, and take down the IP address
• Open a web browser (ex Chrome or Mozilla) and type in the printer's IP
• click on webservices and remove webservices and re-enable it
• If the issue persists, proceed to the next step.

Check the Internet proxy server settings

• For networks that use proxy servers, update the Web Services settings in the printer EWS with the proxy information.
• Locate the Internet proxy settings.
• Windows: Search Windows for Internet, and then click Internet Options in the list of results. On the Internet Properties window, click the Connections tab, select your network, if necessary, and then click Settings.
  The network settings menu displays with the proxy settings.
  From the EWS, click the Web Services tab, and then click Proxy Settings.
• Type the Address and Port values for your proxy server connection, and then click Apply.
• Try to turn on Web Services.

Update the printer firmware

• HP regularly releases printer updates. Updating the printer firmware might resolve the issue.
• Refer -- HP Printers - Updating or Upgrading Printer Firmware 

If the issue persists, then 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. Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.
 

Hope this helps! Keep me posted. 

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