Used printer has 1 cartridge that is non-Instant Ink. How do I replace it?

[morgainebrigid]

I got this printer used from a friend and signed up for Instant Ink. Replacements for the 3 color cartridges have already been shipped, but the black ink  won't be ordered automatically because "Cartridge Error: We can't determine your next shipment, because we aren't able to read your ink levels." It turns out that the black cartridge is non Instant Ink. 

How do I get a new Instant Ink black cartridge if it won't be sent automatically?

[Nal_NR]

Hi @morgainebrigid,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I'm sorry you're dealing with this issue—it can be frustrating when things don't work as expected, especially when you've just signed up for a service like Instant Ink. Let’s figure this out so you can get the correct black cartridge.

• Did you receive any Instant Ink black cartridge when signing up, or has the printer been using the non-Instant Ink cartridge from the start?
• Have you checked the status of your subscription in your Instant Ink account to confirm the printer is registered and eligible for automatic shipments?
• Are you seeing any other error messages or issues with the printer besides the black cartridge warning?

Let's try these steps. 

Remove and Reinsert the Non-Instant Ink Cartridge:

• Turn off the printer, wait a minute, and turn it back on.
• Remove the non-Instant Ink black cartridge, clean the electrical contacts on the cartridge and printer with a lint-free cloth, and reinsert it.

Confirm Printer Registration with Instant Ink:

• Log in to your Instant Ink account at hpinstantink.com and verify that your printer is listed and showing as active. If not, follow the instructions to re-enroll the printer.

Trigger an Ink Shipment:

• Use the Instant Ink Troubleshooter in your account or contact Instant Ink customer support. Explain the cartridge error and request a replacement Instant Ink black cartridge.

Use a Temporary Workaround:

• If the printer continues to reject the non-Instant Ink black cartridge, you can either:
  • Purchase a one-time black cartridge until your Instant Ink shipment arrives, or
  • Print in color only temporarily (using grayscale or composite black).

Restart Instant Ink Service if Needed:

• If the system doesn’t register your usage properly, I would need a few details. 

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. Please check the mailbox icon at the top-right corner of this screen.

Please check your Private message icon on the upper right corner of your HP Forums profile,

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I hope this helps resolve this issue completely,

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[morgainebrigid]

Thank you for your response. I do appreciate the workaround suggested. I did not know the printer would work without all the printer cartridges registering. 

As for your questions:

• The empty black ink cartridge was in the printer when my friend gave it to me. 
• The printer is registered. The other colors of ink have been sent to me, according to the website.
• No other error messages.
• This forum is Instant Ink customer support, as far as I can tell. I can't find a way to contact a person directly, even after much searching.
• I have done all the troubleshooting many times over. Else I would not be posting here.

Addendum: I was contacted by a person from HP who obviously didn't read my post. They said ink shipments can take some time, and they had re-sent my ink. I assume they meant the color ink, because the didn't address the issue of the black ink.

To make matters worse, they then closed the ticket, without waiting for a reply from me. I have been monitoring my messages, so they can't say I took too long to respond. 

To my mind there are few things more disrespectful than a company giving a stock response without bothering to actually read what the customer is saying. When I worked in customer service, I was very careful not to let that happen.

If I had purchased this printer new, instead of getting it as a gift, I would be returning it now. As it is, I will probably never buy anything new from HP, and will have second thoughts about accepting any used products that require me to work with HP. 

[Nal_NR]

Hi @morgainebrigid ,

We apologize for the inconvenience. 

Yes, black ink is shipped along with the color. 

Do keep us posted if you need anything in the future.  Take care.

[Nal_NR]

Hi @morgainebrigid,

As we did not hear from you. I will be closing this case now. If you need further assistance, feel free to reach out to us.

Give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers and did reply to you!

Elohi_NR

I am an HP Employee