Too high count

[RL12321]

So I have to 100 pages and was billed for 50 extra pages on the July statement- I am a teacher.  My printer was unplugged at the end of May and brought home.  It was not connected to the internet until the last week of June when I need to print a medical form.  I connected to it my wifi at home and printed the medical form.  There is no way I’ve used 150 pages because over half the month the printer wasn’t even hooked up.    I can’t seem to get someone to talk with me.  Anyone have this issue too?

[Kuroi_Kenshi]

Hi @RL12321,

Welcome to the HP Support Community!

Thanks for reaching out!

I understand the confusion; with HP Instant Ink, even if your printer is disconnected from the internet, any pages you print using Instant Ink cartridges are still counted. The printer stores that usage locally, and once it reconnects to the internet, it reports the backlog of pages to HP’s servers. That’s why you saw extra pages billed in July even though the printer was offline for part of the month.

To look into this, I would need to know a few details regarding your Instant Ink account.

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

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile name. 

You can use this link as well: 

Private Messages - HP Support Community

To locate your account, please provide 

Your registered email address 

Your Instant Ink account ID 

Serial number of your printer enrolled in instant ink 

Confirm your address. 

Take care and have a great day ahead! 

Kuroi_Kenshi

Best Regards,