I keep getting messages that I am using store-bought cartridges when I use only the ones sent to me

[Jan9361]

I keep getting messages that I am using store-bought ink cartridges when I use only ones sent by HP Instant Ink.

[Sneha_01]

Hi @Jan9361,

Welcome to HP Support Community.

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

If you're receiving messages that you’re using store-bought ink cartridges when you’re actually using cartridges sent by HP Instant Ink, it could be due to several issues related to the printer recognizing the cartridges. Here’s a step-by-step guide to troubleshoot and resolve this problem:

**1. Check Cartridge Installation

Power Off Printer:

• Turn off the printer and unplug it from the power source.

Remove and Reinstall Cartridges:

• Open the printer access door to access the cartridges.
• Remove the ink cartridges from their slots.
• Inspect the cartridges and slots for any visible issues or obstructions.
• Reinstall the cartridges, ensuring they click into place securely.

Close the Access Door:

• Close the printer access door properly.

Power On Printer:

• Plug the printer back in and turn it on.

**2. Verify Cartridge Compatibility

Confirm Cartridge Model:

• Check that the cartridges you received from HP Instant Ink are the correct model for your printer.

Use Genuine HP Cartridges:

• Ensure you’re using genuine HP Instant Ink cartridges and not third-party or refilled cartridges.

**3. Clean Cartridge Contacts

• Open the printer access door to reach the cartridges.
• Use a soft, lint-free cloth lightly moistened with distilled water to gently clean the electrical contacts on the cartridges and inside the printer.
• Allow the contacts to dry completely before reinstalling the cartridges.

**4. Update Printer Firmware:

• Visit the HP Support website and search for your printer model.
• Download and install any available firmware updates, which can sometimes resolve cartridge recognition issues.

**5. Check HP Instant Ink Status

• Log in to your HP Instant Ink account and check the status of your subscription.
• Ensure there are no issues or interruptions with your account.
• Ensure that your printer is correctly registered to your Instant Ink account and that the account details are up to date.

**6. Reset Printer:

• Turn off the printer and unplug it from the power source.Wait for about 60 seconds.
• Plug the printer back in and turn it on.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[Jan9361]

Thanks Rachel- I’ll give it a try. 
Jan

[Sneha_01]

Hi @Jan9361,

Thank you for your response, 

Please feel free to reply to us and we will be more than happy to help you.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Take care and have a great day ahead!

Rachel571 

HP Support

[Jan9361]

Sorry Rachel - the suggestions didn't work.  Firstly, one can't remove the cartridges when the printer is OFF.

I didn't know that I was going to have to subscribe to a service to update the driver.

I completed the rest of the suggestions and will wait to see if I receive any more messages from HP.

Jan

[Sneha_01]

Hi @Jan9361,

Welcome to HP Support Community.

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

It seems like your HP printer is configured to work with HP Instant Ink. I will need a few additional details to help you with this.

I request you to share all the details in a private message. 

In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

To understand the issue and help you, please share the details listed below:

• Registered email address and the serial number of the printer.

Note: Do not share any of your personal information such as serial, phone number, email ID, etc.

Take care and have a great day ahead!

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.Take care and have a great day ahead!

Rachel571

HP Support