Printer won’t recognize a color cartridge after replacing an empty instant ink cartridge

[Collector74]

My parents have an HP Envy Photo 7100 and I enrolled them in the instant ink program, but lately new cartridges didn’t arrive, so I had to buy a cartridge from a computer store. It said it was compatible with this printer and was an XL version. But when I tried the cartridge, it still said the color cartridge was empty and I could only print with black.

I have the same problem with my own printer, a hp envy 5540 and I have a separate instant ink account. But I can’t find anywhere where I can order an instant cartridge, so I bought a cartridge for that printer as well, but that didn’t work either.

Please help me, I want to print in colors.

[Kumar0307]

@Collector74, Welcome to the HP Support Community!

Check if the protective plastic tape from the ink cartridge is removed before inserting it into the printer. The Instant Ink cartridges are not available in stores.

Make sure the printer is connected to the internet for the Instant ink servers to monitor the ink levels and send the ink cartridges when required.

You may refer to this document for more info.

Also, have you checked your HP Instant Ink account page? Your Instant Ink account page will have notifications if there are any issues with the account or recent cartridge shipment, it will even provide solutions on how to fix the issue. You may log in to your HP Instant Ink account page from here.

As the issue is related to Instant ink cartridges, I need more information to help you out.

Since the instant ink account details are confidential, please send me the required information via private message.

I am sending you a private message with the information required.

• In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Let me know how this goes.

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