does HP Instant Ink Support use logmein rescue?

[55Gracie944]

I had problems with instant ink connectivity. I went to HP Smart virtual assistant and after exausting the virtual tree a live person joined me (4:17pm PST) online saying his name was Sean Patrick. He asked if I had time to solve the problem and said he needed to use Logmein Rescue and gave me the code 446261712 to enter if I was asked, I wasn't he fixed the problem but while I was printing test pages my Norton password Vault got opened. I immediatly clsoed the logmein screen & hp screen and went to PayPal which is my payment method & changed the password. I've spent the last 41/2 hours changing my passwords everywhere. Next time I buy a printer it WON'T be an HP

[Sneha_01]

Hi @55Gracie944 

Welcome to HP Support Community.

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

May I know did you speak with the any Hp agent on the call or chat? Were with support while logging in to instant ink? 

Please elaborate? 

I hope this helps.

Take care and have a good day.

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

Rachel571

HP Support

[55Gracie944]

At 4:15pm on Tuesday Oct 22nd, I was seeking help because my instant ink account was not connected to the internet. A person identifying himself as Sean Patrick used Logmein rescue ( & gave me a code #446261712 in case they asked - they didn't) to reconnect my instant ink to the web under the "Advanced" tab on the HP Smart app. As he was asking me to print test pages, he somehow opened my "Norton Vault" exposing my passwords. That was at 4:17pm  Thankfully, I had removed all my bank & charge card information the month before. I stiil had to run around the web changing my password.

Now when I try to log in it tells me my printer isn't covered anymore. Which it isn't but I still pay for my instant ink account every month. I wanted to report it but it was very very hard to find out how to get a person to report this to. Thank you for responding. for Instant Ink I use my email address.

[Sneha_01]

Hi @55Gracie944,

Thank you for your response. We always recommend speaking to our HP agents for any issue. Please connect on  HP support page and connect with an agent.

HP never calls or takes remote access without the customer's approval. Thank you for reporting the issue.

In future always reach out to HP support website.

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support