ROLLOVER APPEARS NOT TO BE WORKING

[Phil1235]

HP Envy 5540 printer, serial no.[text omitted to protect user privacy];  Safari browser, Mac OS Sonoma 14.7.  Instant Ink 50 pages/month plan.  Plan (14 Oct) said only 5 pages left until 21 Oct;  2 more used since.  I keep careful records of pages printed, and having used rollover my record showed 40 pages left. I’ve not had a rollover problem before, and the warning email states that rollover is operating.  Does HP count scans as well?  The email warning used to show number of pages left but no longer does, so I had to login to find out.  Another user had same problem last July.  Support rep advised me to contact you.  
(Your choice of OS  above is way out of date!)

[Raj_05 · Accepted solution]

Hi @Phil1235,

Welcome to HP Support Community.

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

It sounds like you're having a frustrating experience with the rollover feature of your HP Instant Ink plan. To clarify a few things.

• Rollover Pages: Typically, HP Instant Ink allows you to carry over unused pages from one month to the next, up to a maximum limit (usually up to double your plan’s monthly allowance). However, if the rollover isn't working as expected, it might be due to a system error or miscommunication with your account.
• Counting Scans: HP Instant Ink plans only count printed pages, not scanned pages. So, your scans shouldn't affect your page count.
• Email Notifications: If your warning email no longer shows the number of pages left, that could be a glitch. It's good that you logged in to check your balance directly.

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 

[Phil1235]

It's working for the last month.  Earlier discrepancy from my records of pages printed is too difficult to explain - let it go.  Thank you for your reply.