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We would like to share some of the most frequently asked questions about Instant Ink. Check out this link: HP INSTANT INK, HP+ PLANS: INK AND TONER. .
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Says ink delivered but it hasn't

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Hp envy 5020

Only just enrolled in instank in just this month. 

I used the ink that came with the printer, then waiting on my instant ink, which after a while I received an email saying due to covid 19 my shipment was delayed so I bought a black and colour multipack cartridge from the hp store.

This was delivered yesterday so installed and started using. 

Out of curiosity I looked to see when I would receive my instant ink, it says I've used 19 pages??? Eventhough further down it says hp instant ink cartridge not installed??? So why are my pages going up when I have not even started my instank ink??? 

It says its been delivered which is has not?

I've had no welcome package at all. 

Tried to used the virtual agent, couldn't find out. 

Tried to contact hp but couldn't. 

Can anyone tell me what I should do?



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Hi @Rachael_123

Welcome to the HP Support Community. Apologies for the inconvenience. I'd be happy to assist you.


The page counts starts only when you install the Instant Ink cartridges in the printer.


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.


Hope this helps! Keep me posted. 


Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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Have a great day! 

I am an HP Employee

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