Unable to change payment method

[HassleLXX]

Since August when I had a new card issued I’ve been trying to change this. It has never worked! Husband has also tried to change this for me and tried to open an account so he can pay for instant ink nothing works. I’ve tried to cancel and close my account as it won’t recognise multiple accounts on same printer - fair enough - and now I’m told my account is suspended as I’ve not paid/put a new payment method on!

We’ve  talked to customer services but they just told us to try again! Are alternative payment methods, ie PayPal, etc., being pushed at us instead of the choice I prefer?

My printer will be useless as it won’t print now - choices are buy normal ink cartridges or change to another company. As printer is elderly but perfectly serviceable I may reluctantly (like myself) invest in an upgrade but not an HP!

[GOLD_MASTER · Accepted solution]

Hi @HassleLXX, thank you for posting, and I am sorry you have been going around in circles since August — it is understandable that this is frustrating, and it is also true that Instant Ink suspends printing while the account has no valid payment method, so let's get it fixed:

1. First, the community cannot change a payment method or an account status — only HP can access that. What you can try on your side: sign in to the Instant Ink account from a computer browser (not the app), at the HP Smart / Instant Ink site, and update the payment method there, using an up-to-date browser with any ad-blocker turned off, or try a different browser. If it fails, clear the browser cache and try a private/incognito window.

2. Your husband opening a second account for the same printer will not work: one printer can only be enrolled in one Instant Ink account, and a second account is refused — that explains that part, it is by design.

3. About PayPal: HP accepts card payments in the Instant Ink account settings and shows the available payment methods for your country there, but no payment method can be forced from this thread, and HP Support would need to confirm what is available.

4. If the same new card keeps being refused, please also check with the bank that card payments to HP are not blocked, and that the name and billing address on the account match the card exactly. Please contact HP Support (https://support.hp.com/contact-hp) with the account status (suspended since the card change) and the exact message you see when saving the new card — they are the only ones who can check the payment side from HP's system. I am also asking the moderators to look at this thread. Please tell me what error message you see when you try to save the card, and whether you can sign in to the Instant Ink account at all.

[HassleLXX]

I accepted ‘solution’ as it was easiest way out of conversation! We’ve tried all this! Husband has spent three hours today again only to get cut off at 5pm without resolution. Now we appreciate folk have homes to go to but a warning or apology might have let him know politely that his time was up.

To reiterate, let me know how to pay by cheque or bacs and I’ll clear £3.whatever I owe. When issued with new card by Bank other regular payments ALL accepted new card no bother so why the drama HP?

[GOLD_MASTER]

@HassleLXX .

Don't worry—I'll notify the moderation team right away so that a support agent or specialist can assist you.

[VikramTheGreat]

Hi @HassleLXX,

Welcome to the HP Support Community.

I’m sorry you have been unable to update your payment method since August, despite trying several times and contacting support. I understand how upsetting this is, especially now that your Instant Ink account is suspended and the printer is unable to print using the Instant Ink cartridges.

To help us check this further, please confirm:

• Are you trying to use American Express, Visa, Mastercard, or Discover?
• What exact error message appears when you try to update the payment method?
• Have you tried signing in to your Instant Ink account using a different browser or a private/incognito window?
• Is the billing name and address entered exactly as registered with your card provider?

Please sign in to your Instant Ink account, open My Account, and check the billing or payment section to update the card details. HP confirms that billing addresses, card details, and other payment information can be reviewed and edited there. HP Instant Ink - Accounts, plans & billing | HP® Support

Please do not create another HP account or try to enrol the printer under your husband’s account, as the printer is already associated with the existing Instant Ink account.

To help us review the account, please share the following details privately when requested by an HP representative:

• Email address registered with Instant Ink
• Printer model and serial number
• Screenshot of the payment error, with card information covered
• Country or region of the Instant Ink account

Please do not share any card details or personal information publicly.

Take care and have an amazing day!