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‎04-13-2025 04:44 AM

HP Recommended
Product: HP ENVY 6020e All-in-One Printer
Operating System: Microsoft Windows 11

hp smart won't let me open "my account"

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3 REPLIES 3

‎04-14-2025 01:31 PM

HP Recommended

Hi @alan-65 

 

Welcome to the HP Support Community!

 

Thanks for posting your query! We're here to help you get back up and running.

 

If you're unable to open "My Account" in the HP Smart app for your HP ENVY 6020e, here are some steps to troubleshoot and resolve the issue:

1. Update the HP Smart App

  • Ensure you have the latest version of the HP Smart app installed.
  • Visit the Microsoft Store and check for updates to the app.

2. Clear App Cache and Data

  • Open Settings > Apps > HP Smart on your Windows 11 device.
  • Select Advanced Options and click Reset to clear the app's cache and data.
  • Restart the app and try accessing "My Account" again.

3. Check Network Connection

  • Ensure your device is connected to a stable internet connection.
  • If you're using a VPN, disconnect it temporarily, as it may interfere with the app's functionality.

4. Reinstall the HP Smart App

  • Uninstall the HP Smart app from your device.
  • Restart your computer to clear any residual data.
  • Reinstall the app from the Microsoft Store and log in to your account.

5. Update Printer Firmware

6. Use HP Print and Scan Doctor

 

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

 

Take care, and have an amazing day!

 

Regards, 

Hawks_Eye

I am an HP Employee

If you find the information provided useful or solves your concerns, help other users find the solution easier by marking my post as an accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.
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‎04-14-2025 05:40 PM

HP Recommended

I have tried all of the above to no avail, I can gain access through HP Smart web page, but not the dowloaded app, and it is only the "Manage HP Account" link that will not work. I was hoping for an easy fix but will carry on working around through the web page.

thanks for the advice.

alan-65

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‎04-16-2025 02:49 AM

HP Recommended

@alan-65 

 

You're welcome! 

 

It sounds like you've done a thorough job troubleshooting, and while it's not ideal, I'm glad you found a workaround through the HP Smart web page. 

 

If you'd like, I can help you explore additional resources or guides related to the "Manage HP Account" link issue. 

 

Let me know if there's anything else you'd like to tackle! 😊

 

Thanks again for your confirmation, and we wish you an amazing day ahead! 😊

 

Regards, 

Hawks_Eye

I am an HP Employee

If you find the information provided useful or solves your concerns, help other users find the solution easier by marking my post as an accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.
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1 person found this reply helpful
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