Unable to remove old printer from Instant Ink "Printers" Page

[JamesK75]

Hello All,
I’ve got a problem with removing an old Envy Photo 7100 printer from my HP Instant Ink account. I sold the printer around 2 years ago, and replaced the printer with a new Envy 7200 printer. At the same time I moved the instant ink enrolment from the 7100 to 7200.
According to the HP Support Document I should goto the HP Instant Ink Account Dash board, and select Printers. From there I locate the printer I want to remove, expand the Printer Options menu, and select Remove Printer.
The problem is for the 7100 there is no option to remove the printer. If I expand the options for the 7200, there is an option to remove the printer.

For the 7100, under the printer options, there is only an option to ‘manage printer settings’. If I select this, it takes me to a support page for the 7200!

So to me there’s something clearly a bit messed up on the HP back end.

I’ve raised this a few times with HP who try to guide me through the process above and are then surprised there’s no option available to remove the printer - which I explain is the whole reason for me raising the case. Eventually they seem to give up, direct me to the HP app, and go through the process to hide the printer in HP app.

The 7100 is definitely not attached to any Instant Ink subscription as it continues to show it as a printer that is available and can be enrolled in a new subscription:

I have checked on the HP Support Dashboard, to check devices registered to me, and it only shows my current printer. There is no mention of the 7100 there at all.

Is there a way to remove the 7100 from my Printers page on Instant Ink? 

[Pallipurath]

Hi @JamesK75 

Welcome to the HP Support Community.

Thank you for posting your query.

I understand that you are unable to remove the old HP ENVY Photo 7100 from the Printers page in your HP Instant Ink account. Since the printer is no longer associated with your Instant Ink subscription or listed under your HP Support Dashboard, but still appears in the Instant Ink account without the Remove Printer option, this appears to be an account-side/backend issue rather than something that can be resolved through the standard removal steps.

How to Remove the Printer

• Log In: Go to the HP Smart website and log in to your account.
• Select Your Printer: If you have multiple printers, make sure the OfficeJet you sold is selected in the dashboard.
• Find "HP Instant Ink": Look for the HP Instant Ink section or the Plan tab on the left-hand sidebar.
• Cancel/Remove: Look for an option that says "Cancel Enrollment" or "Remove Printer." * Note: If this is your only printer, you are essentially canceling your Instant Ink subscription.
• Confirm: Follow the prompts to confirm. HP usually asks for a reason (you can just select "Sold printer").

Important Things to Know

• The Ink Stop Working: This is the big one. Once you remove the printer from Instant Ink, the Instant Ink cartridges currently inside the printer will stop working. They are tied to your subscription.
• Tell the Buyer: You should let the buyer know they will need to buy standard retail cartridges or set up their own Instant Ink account to use the printer.
• Billing: You will usually be billed for any remaining pages used up until the end of the current billing cycle.

Click Here and check for Issues with your HP account

Take care and have an amazing day!

[JamesK75]

Hello.

I appreciate you taking the time to respond. However, the response is not helpful. If you look at the screenshots in my initial post you will see I was doing everything you mentioned. However, the Envy 7100 printer there is no option to remove the printer displaying.

How can I remove a printer, when the option to display is not showing for me? This is why I think it's an issue internal to HP.

[Pallipurath]

Hi @JamesK75 

Thank you for responding.

I understand that the issue remains unresolved. To assist you further, may I kindly request you to share the email ID registered with your Instant Ink account?

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link.  

You can use this link as well:  

Private Messages - HP Support Community 

Have a good day.