poor support

[mdspring1]

I received abysmally poor support when a technician told me I was not enrolled in Instaink, despite holding an ink package in my hand. My HP Envy printer will not print a PDF. HP already substituted a repaired printer for my original printer.  Support transfers me to Instaink, Instaink transfers me back to support. This is a nightmare. Edited.

I am using a wireless connection and have utilized all the HP support software available. I have rebooted my PC, printer, and router multiple times. All necessary software changes have been made regarding the new printer. Is the change in serial numbers the reason for this ongoing disconnect? I transferred the Instaink program with HP support when I received the substitute printer. I had to, or the printer wouldn't print- another service failure. There was no material informing me that I should transfer, or how to do so.

[VikramTheGreat]

Hi @mdspring1,

Welcome to the HP Support Community.
 

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

We sincerely regret the frustration and inconvenience you've experienced with your HP Envy printer and Instant Ink enrollment. Your case number has been noted, and we want to help you resolve this as smoothly as possible.

It sounds like the replacement printer’s serial number was not properly linked to your existing Instant Ink account, which can cause:

• Printing failures, especially with Instant Ink cartridges
• Enrollment confusion, where support agents may not see your subscription correctly
• PDFs and other documents are failing to print, even with a wireless connection

This issue is not uncommon when a printer is replaced under warranty, and we acknowledge that the process should be clearer and better supported.

1. Verify Enrollment Transfer

Please visit the official HP Instant Ink dashboard and confirm your printer is correctly enrolled:

👉 HP Instant Ink Dashboard – Enroll or Replace Printer 

• Log in with your instantink.hpconnected.com/us/en/l/v2
• Click “Enroll/Replace Printer”
• Select your new printer from the list
• Complete the transfer steps

If the page shows a spinning wheel or error, this may be a backend issue. In that case, please contact HP Instant Ink support directly.

2. Check Printer Connection and Firmware

HP Instant Ink printers must be connected to the internet and have the latest firmware to function properly.

📘 Can't print on an HP+ or Instant Ink enrolled printer | HP® Support

• Ensure your printer is connected via Wi-Fi (blue light solid)
• Go to Settings > Printer Maintenance > Update Printer
• Restart your printer and PC after updating

3. Fix PDF Printing Issue

If PDFs are not printing:

• Try printing from a different app (e.g., Adobe Reader instead of the browser)
• Ensure the printer is set as the default in Windows or macOS
• Clear the print queue and restart the print spooler

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat