We've been sent the wrong cartridges and virtual chat tells me my serial number is wrong

[JBob97]

Hi guys. We have an HP Envy 4520 and have been enrolled for HP Instant Ink for 6 years with it and all working fine. We've gone to replace the cartridges with the ones sent by HP today and the cartridges have changed.

We've been sent black and colour 65/304 ones when the ones we've had before are 64/302 ones and the older ones are much bigger.

Can we use these different cartridges? Nothing received from HP to say they're changing and I can't find anything that says the 304 ones are ok.

Help!!!

[JBob97]

We're in the UK and I can't see how to contact HP.

The serial number from the HP Utility app comes back as being invalid when using the virtual support option.

[JBob97]

Pics attached.OneTwo

[Dragon-Fur · Accepted solution]

@JBob97 

Welcome to the HP User Community.

Virtual chat might be looking at the right data - or might not have access to the data useful in this particular context.

No matter - there are "people for this".

First...

I'd not use the "304" cartridges without HP saying specifically that they are supported this time and in this case.

True - Instant Ink cartridges say "instant ink" on them - essentially, though, the cartridges must fit the printer...

< Content Removed by Author >

What do do?

Wait here for an agent to find and respond - while not always fast, waiting generally works...

OR

>>> Contact Instant Ink Support in your region.

How...

The contact (phone) is included in your Terms of Service document:

 Instant Ink – Terms of Service - UK

and / or

Instant Ink Support >> HP Instant Ink Support   

NOTE >> Select Your Region // Hours as listed at the site.

Instant Ink Support Website – Read…

HP Instant Ink - Support, Information, Enroll, FAQ, Terms of Service / Contract

Not your home site?  Click the Flag to change to your region.

+++++++++++++++++++++++++++++++++++++++++++++++++++++

Additional bits...

Things that are Instant Ink

Start here:  Get HP Instant Ink Support

Sample Sections

• Your ink
• Your HP Instant Ink account
• Your printer connections

At the bottom of the webpage

Documents > Enrolling, Solve Problems, Manage your account, Manage your ink or toner

example

HP Instant Ink - Manage your account

Sample Sections

• Enrollment Information
• Solve Problems
• Questions about Ink or Toner

Manage your Account

Including:

Change your payment information

Change to PayPal

Apply a prepaid card

Sign into your account

Review your bill

Change plans

Change or verify your shipping address

Change your email address

About rollover pages

About page counts

About additional pages

Move your service to another country/region

Cancel your account

Recycle your cartridges

HP Printer Home Page - References and Resources – Learn about your Printer  - Solve Problems

 “Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), more

Open

HP ENVY 4520 All-in-One Printer series 

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

[JBob97]

Spoke with HP support this morning and they've confirmed that these new cartridges are compatible with the printer.

[Dragon-Fur]

@JBob97 

Excellent.

I will remove the store links from my first post just to reduce any chance of confusion for others who might read the thread.

Happy Printing!

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.