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HP Recommended
HP Deskjet 3632
Microsoft Windows 10 (64-bit)

 

Hello Support,

 

I have Hp Instant Ink acccount regisered and active in United Kingdom for Hp Deskjet 3632 member from 12July2016. 

 

For the billing cycle 12July2017 - 11 August 2017 print history shows up or reports on 31July2017 have printed 16 pages which is not correct. I have scanned 16 A4 size pages on the said date .

 

Please clarify if scanned pages are also a part of my printed pages and if that is true.

 

Than i am disappointed By HP Instant ink for it made me believe that i will be charged only for printed pages and not the ones i scan. Always trusted HP to offfer unlimited scans and not count them as a part of my print pages count that i pay for monthly. 

 

With immediate effect please roll this back and offer 16 A4 pages as credit in my next billing cycle.

 

Thank you

 

Himanshu Shah

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

I have an update.

 

I guess we all need to really understand that the Page Count is not updated continually and instantaneously. I called HP Support and while I was working through the issue with them, I realized that I had printed one additional page and my true page count really was 32. 

 

The 32nd page was just not "registered" in my Page Count until the next time I turned on the printer, which was to scan something on the glass. So I mistakenly thought that it was the 1 page of scanning that had added to my Page Count.

 

The HP Support person had me scan a page to the computer while he had me on the phone. No change in the page count.

 

For my trouble, I was given extra pages for the month, so kudos to HP for trying to keep customers satisfied.

 

Bottom line - try scanning a page right now and see if your page count goes up. It shouldn't. Scanned pages do not count towards your monthly allowance.

 

 

View solution in original post

5 REPLIES 5
HP Recommended

Hi @hspro71, I am happy to look into this for you. 

 

Scanning pages from the printer to the computer does not count towards the page count.

 

If you are putting a page on the scanner glass and making a copy, the page it does count. Anytime a page comes through the printer with ink on it, is when it counts towards the page count. 

 

Paul

- HP Instant Ink Support 

RnRMusicMan
I work on behalf of HP

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

@hspro71 wrote:

 

Hello Support,

 

I have Hp Instant Ink acccount regisered and active in United Kingdom for Hp Deskjet 3632 member from 12July2016. 

 

For the billing cycle 12July2017 - 11 August 2017 print history shows up or reports on 31July2017 have printed 16 pages which is not correct. I have scanned 16 A4 size pages on the said date .

 

Please clarify if scanned pages are also a part of my printed pages and if that is true.

 

Than i am disappointed By HP Instant ink for it made me believe that i will be charged only for printed pages and not the ones i scan. Always trusted HP to offfer unlimited scans and not count them as a part of my print pages count that i pay for monthly. 

 

With immediate effect please roll this back and offer 16 A4 pages as credit in my next billing cycle.

 

Thank you

 

Himanshu Shah


Thanks for posting this Himanshu, I'm new to instant in and in my first month and have noting down everytime I print something rather than keep logging in. Imagine my horror this morning as my total prints has jumped from 37 to 47 following scanning some documents to email to someone. I've had an email from HP warning me I'm close to my 50 prints for the month. HP you need to get this error sorted and learn to reconise a print from a scan saved to a PC as this really isnt good enough. Contact details to get in touch on the account are very vague too so I've had to reply to the warning email to see if this gets my 10 scan deduction put back onto my account.

NOT HAPPY

HP Recommended

@RnRMusicMan wrote:

Hi @hspro71, I am happy to look into this for you. 

 

Scanning pages from the printer to the computer does not count towards the page count.

 

If you are putting a page on the scanner glass and making a copy, the page it does count. Anytime a page comes through the printer with ink on it, is when it counts towards the page count. 

 

Paul

- HP Instant Ink Support 


Hi Paul

I've had 10 scans added to my print list today and I'm not happy about this, can you please advise how I get this 10 back on my account as I will need them as prints before my month is up.

Really not pleased that your systems are not recogising when a scan is done and saved to a pc rather than a copy or printed document.

Not a good start at my first month with Instant Ink.

Debbie Palmer

HP Recommended

I am having the same issue. I powered up the printer today and checked the page count in my Instant Ink account. It was 31 for this cycle, true and correct.

 

Then I scanned one page to the computer. No printing. No copying. No ink used. Just a scan to a file on the computer.

 

Now the page count reads 32.

 

Please provide estimate for when this bug will be fixed. Otherwise I will be canceling my service and buying a non-HP printer.

HP Recommended

I have an update.

 

I guess we all need to really understand that the Page Count is not updated continually and instantaneously. I called HP Support and while I was working through the issue with them, I realized that I had printed one additional page and my true page count really was 32. 

 

The 32nd page was just not "registered" in my Page Count until the next time I turned on the printer, which was to scan something on the glass. So I mistakenly thought that it was the 1 page of scanning that had added to my Page Count.

 

The HP Support person had me scan a page to the computer while he had me on the phone. No change in the page count.

 

For my trouble, I was given extra pages for the month, so kudos to HP for trying to keep customers satisfied.

 

Bottom line - try scanning a page right now and see if your page count goes up. It shouldn't. Scanned pages do not count towards your monthly allowance.

 

 

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