Update credit card doesn't work.

[Hadenuff]

My credit card for Instant Ink is about to expire. I enter the details of my new credit card (same long number, different expiry date and CVV).

I click Next.

Nothing happens.

Have tried 4 times. Tried Whatsapp to contact support but that was a right royal pain. Apart from a solution to my credit card problem, why is email not used anymore? Is it unfashionable or something? It's no less efficient than Whatsapp. 

[Alden4]

Hi @Hadenuff,

Welcome to HP Support Community.  

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

If you see these messages.  

1. Your HP Instant Ink Account Needs Attention

2. HP Instant Ink: Update payment method”

3. Cannot print. Visit www.hpinstantink.com for information” 

This means there has been an issue with the payment on file being declined.  This is normally because you have received a new credit/debit card than what is on file, or you need to update the expiration date. 

This is easy to fix:  Go to Instantink.com and click the link to Sign In, which is located at the top right of the page, or under the 3 horizontal lines if you are on a mobile device.  On your account home page, click “Change Billing Information”, then “Change Payment Method”.  Re-enter all the data (credit card number, expiration date, and CVV) even if you are only updating the expiration.  After you save your changes, it may take a few hours to re-process the payment card. When the card has been re-processed, you will be able to print it again. 

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

[Hadenuff]

I don't see those messages. The solution you propose is where the problem lies. Read my question again. 

[Alden4]

Hi @Hadenuff,

Thank you for your response.

Change the payment method on your HP Instant Ink account.

• Sign in to your HP Instant Ink account.
• Open Account or My Account from the left menu.
• Click Billing or Billing Information, then Change Payment Method. Make sure postal codes are in the correct format.

Problems?

• If you update your payment method after your account was suspended, we'll automatically retry the charge. It can take up to 30 minutes to resume printing.
• When you update your payment method, even if only the expiration date has changed, make sure you re-enter all information, including card number, CVV, and expiration date.
• If you have trouble loading or submitting your billing info on the Instant Ink website, make sure you are using Google Chrome, Safari, Internet Explorer, or Microsoft Edge. If switching internet browsers doesn’t work, go to HP Instant Ink support for assistance.

Take care and have a great day ahead!

Alden4
HP Support

[Hadenuff]

Let's try again. My current card expires 03/23. I want to put in the details of my new card. I go to Change Payment Method and Add Credit Card. I enter my details  on the address details page and press Next. I enter my card details on the card details page and press Next. The next screen to be displayed is the card details screen again with my Card Number blanked out. I re-enter my Card Number and press Next again. The same screen is displayed with my Card Number blanked out again. It isn't accepting my change of expiry date. The credit card information still shows my current card about to expire 03/23. I have followed the instructions fully but the system is not accepting the changed details. My Google Chrome browser is up to date as is all of my software. Should I let the card expire and try again? I don't want to have problems with an interrupted Instant Ink service.  

[Alden4]

Hi @Hadenuff,

Thank you for your response, 

Please help us with the printer model number or the product number on a private message for further assistance.

Here is the link to find the product number:- Click here

^ Alden4
HP Support 

[Hadenuff]

This is an account issue on your website and has nothing to do with the type of printer. I'm not wasting any more time answering these irrelevant questions and will just let the card expire. When that happens, I'm guessing that the HP system will be keen to accept my new card details, otherwise I'm done with HP instant ink, as I've spent more time trying to sort problems than when I used to just buy ink when I needed it.

[Alden4]

Hi @Hadenuff,

Thank you for your response, 

I would need to know a few details regarding your Instant ink account to help you get the ink cartridges sorted. Since the instant ink account details are confidential, please send me the required information via private message.  

Take care and have a great day ahead!

Alden4
HP Support