no ink sent out. website says printer offline. It's not.

[JackyRH]

Envy 5020. I'm subscribed to instant ink. Not received any ink for a few months. Website says they can't track my usage, although the app on my phone has read it correctly & the printer indicates it's online.

Website then tells me my ink is low & and needs changing - but it can't connect to the printer because it's offline!

I'm paying for ink I'm not getting, and can't find a human being to talk to about this. Very disgruntled as I need to print items as a mater of urgency.

[Elohi_NR]

Hi @JackyRH

Welcome to the HP Support Community. 

I'd like to help!

In this scenario, 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.

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,

Next, to your profile Name, you should see a little blue envelope, please click on it.

I hope this helps resolve this issue completely,

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Yes" on the bottom right to say “Thanks” for helping

[Elohi_NR]

Hi @JackyRH

We did not hear from you. If you need further assistance, feel free to reach out to us.