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I have an HP Envy 4500 printer. I recently moved from the UK to Portugal and brought it with me. When in the UK I was subscribed to HP Instant Ink for this printer, but I understand this service is not offered in Portugal so I cannot subscribe to it again here. Now my printer will not work as it has only Instant Ink cartridges, so I will have to go and buy new cartridges for it. I was never told this when I cancelled the Instant Ink contract. I also have 3 unopened and unused Instant Ink cartridges (2 @ Tri-colour and 1 @ Black) which I am not going to be able to use. I am happy to send these back to HP but would like a refund. I have been unable to find anywhere in the support pages that this issue is covered.

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Hello @liz_w,

 

Thanks for showing interest in the HP Support Forums!

 

I understand that you canceled your Instant Ink account and you need to return the Instant Ink cartridges. I will certainly do my best to help you and please remember to return to this thread and mark 'Accept as Solution', if I have successfully helped you resolve the issue. If you wish to say 'thanks' for my effort to help, click the 'thumbs up' to give me a Kudos.

 

First, we need to discuss what you need to do to be able to use ink cartridges from Portugal. You need to have your printer regionalized to be able to use the printer in Portugal. Only a certain number of HP Phone Support Associates know how to regionalize a printer.

Note: Before you contact HP, you must have a full set of genuine HP ink cartridges for your current country/region.


I recommend you click the following link to initiate a case to contact HP Customer Care. Once you fill out the online form to create your case it will bring up a support number for your region. 

 

As for the Instant Ink cartridges that you need to return, please log into your Instant Ink account and scroll down to the Support section and click on Order a cartridge recycling envelope. 

 

On the HP Instant Ink plan, you paid a monthly fee to print a defined number of pages per month with our cartridges. The plans are based on the number of pages that you print, not on how many ink cartridges you used. You were not paying for ink. You are paying to use our cartridges each month to print a certain number of pages. Therefore, we would not issue you a refund for returning the cartridges. 

 

Please let me know if you require further assistance.:) 

 

Have a great day! 

 

Your Trusted HP Instant Ink Services Specialist
 

Drakster
I work on behalf of HP

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I have tried to create a case with contact options for Portugal using the link recommended.  It does not allow me to choose United Kingdom as country of purchase and so will not let me create the case. In any case I suspect if I ring the number it will give, they will not speak English and I do not speak Portuguese yet.

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Hello @liz_w,

 

It looks like Instant Ink might be available in PT soon. Smiley Happy 

 

I did some more research and it looks like you're in luck! The ink cartridges from UK and PT  the same, therefore, you will not need to regionalize the printer. That means you can purchase the HP 302 cartridges from both countries. 

 

Generally, when relocating from country to country a regionalzation is required. Sorry for the confusion and have a great day! Smiley Happy 

 

Your Trusted HP Instant Ink Services Specialist

Drakster
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Good news about Instant Ink in Portugal, hope it happens soon as I found it a good service.

 

I've bought some cartridges for the printer here, 301 which is what the label inside says, and installed them in place of the Instant Ink ones. I bought a twin-pack of a tri-colour and a black. The printer seems happy with the tri-colour one but displays an error message saying the black one is not meant for this printer. Have I just been unlucky with the cartridges or is this some kind of locking mechanism?

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Hello @liz_w,

 

Please try inserting the black cartridge alone to see what happens. 

 

If the issue persists, try the steps within this guide: 

Please let me know the results. 🙂 

Drakster
I work on behalf of HP

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OK tried that and now I get a different error message about the black cartridge - The following ink cartridge(s) must be replaced.

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So now I have removed and reinstalled both cartridges (although when I tried this before it made no difference) and it seems to be fine. Thank you for your help.

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Hello @liz_w,

 

Great! I'm glad that it is working for you now.

 

Sometimes repeating those steps can help the cartridges make contact with the printer again. 🙂

 

Have a great day! 

 

Your Trusted HP Instant Ink Services Specialist

Drakster
I work on behalf of HP

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