HP Rollover Pages Missing

[borm0003]

April 2022 I was on the 15 page plan, and used way more than normal so I increased my plan for the following month. From what I understand, this resets your rollover pages to zero, which is fine, I only had 1 left anyway.

The following month I used 51/50 pages, resulting in zero rollover pages.

As expected, zero rollover pages are present on the following month statement. I only used 2 pages that month, which should have resulted in 48 rollover pages.

As expected, we see 48 rollover pages present on the next statement. Having only used 34/50 of July's pages, I should be up to 64 rollover pages on the next statement.

As you can see in the following screen capture, my account now shows 0 pages on my plan and 0 pages for my rollover. I have not cancelled or changed my subscription at all. Where are my pages?

[Anand_Andy]

Hi @borm0003,

Welcome to the HP Support Community

I understand you are facing an issue with your Instant Ink Rollover pages. Not to worry I will help you to get a resolution to resolve the issue.

About rollover pages

• Rollover pages allow unused pages in a month to be placed in a rollover account and then applied to pages in excess of your monthly allowance.
• The rollover maximum balance depends on your plan pages.
• If you downgrade your plan, you get a new rollover maximum. You lose any rollover pages in excess of what your new plan allows.
• Paper Add-on service: Rollover pages are tracked separately and may be different from your ink or toner plan.
• To see how many rollover pages you have available:
• Sign into your account:
• Home / Home Office: Sign into your Instant Ink account
• Business: Sign into your Instant Ink for Business account
• Click HP Instant Ink > Overview.
• Look for rollover pages in the Status area.

Please refer to this document: HP Instant Ink - Manage your account

Hope this helps! Keep me posted. 

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[borm0003]

Hello, thank you for the response, though it does feel a bit scripted. I very clearly already went to go and look at my rollover pages otherwise I would not have been able to add the images of what I see when I look at my page balances to my initial post. What do we do about missing pages? Seems crummy to pay for a service to then have the service features stolen.