Rollover pages 'Pending' needs a permanent solution

[Canadark]

For the past several months, when I look at my Instant Ink account status, the number of Rollover pages shows 'Pending'.

This is regardless of the timing in my account cycle. It shows 'Pending' for the Rollover pages 1, or 5, or 10 or 25 days after the end of the cycle. 

This past month I went over my plan pages by 4 and the system gave me a block of 15 additional pages, charging me for them, instead of using available Rollover pages. I know I had 35 available Rollover pages because I had called HP Instant Ink Support and they looked at my account and told me I had 35 Rollover pages available.

When I called again to ask why the 35 Rollover pages were not used but instead a chargable block of 15 pages was added, I did not get an answer. I got an apology and a free month of service. That is all fine and I appreciate the attempt to compensate me for the expense and inconvenience, but I would rather have the root problem FIXED!

Please advise when this common, annoying problem will be fixed on a permanent basis. It will save both customers and HP Support a lot of time and expense.

Thank you.

[Jeet_singh · Accepted solution]

@Canadark,

Thank you for reaching out to us on HP Support Forums. I see from your post that you are having concern regarding the rollover pages on your HP Instant ink program. Don't worry I'll be glad to assist you.

As I see you have a question regarding Rollover pages showing as pending. This could happen if the billing cycle is near to end. You could try to restart the printer and connect the printer back to the home WiFi network. Now try to login to your HP Instant ink account page and check if that works.

Let me go ahead and explain how the rollover pages work in HP Instant ink program: 

If you do not use all your plan pages in a month, the unused pages will be kept in your account as rollover pages. Your rollover pages are available as long as you are enrolled in HP Instant Ink. You can continue to roll over up to the number of pages in your monthly plan (for example, you can roll over up to 50 pages if you are enrolled in a 50 page plan). If you have printed all of the pages in your plan, and you have used all of your rollover pages, you can still print additional pages and save.

Additional pages are available in sets of 15, 20 and 25 pages, depending on your plan, for only a $1. As long as your printer is connected to the Internet, we will send you an email to remind you when you are near printing all of the pages in your plan. If you are regularly printing additional pages, you may want to change your plan at HP Connected. After you sign in at HP Connected, click on Services, and then Instant Ink to change your plan. Plan downgrade changes are effective after the last day of your current billing cycle. You can choose to make plan upgrade changes effective during the current or next billing cycle.

For more details, please go through this support document for - HP Instant Ink - Understanding HP Instant Ink Monthly Charges

I need to know few details regarding your Instant ink account to help you get this 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.

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I hope this helps resolve this issue completely,

Regards,

[Canadark]

The account Dashboard now correctly displays my Rollover page count.

It's possible that HP Support did something on their end. It's also possible that powering down my home Router also fixed the problem. I left town for a trip, shut down the WiFi router, and when I returned and got my systems all back online, the problem was fixed.

Good luck everyone...try turning your Router off and back on...it might help, who knows?

[MathewT]

Hi @Canadark

Since @Jeet_singh is not in the office, I will take this forward.

Happy to know that the issue is fixed. 🙂

If you need any assistance in the future, you can always get back to us.

Have a Wonderful Day!

Cheers