Moved from US to Germany and can't HP Instant Ink to work

[martyshambles1]

I had a printer in the US and had an Instant Ink account. I moved to Germany and just ended the US account and created a new German one with a new email address. I can't get the printer to finish enrolling in the new account- I get a GCAG001 code. Sounds like I need a regional reset - can someone help?

[Irfan_06]

Hi @martyshambles1,

Welcome to the HP Support Community.

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

I see that you are looking for help with enrolling in instant ink service.

Before you enroll in the instant ink service, you will have to perform a regional reset.

To perform a printer region reset you need to meet the following conditions:

Do you have the ink cartridges for both regions?

Do you have a printer USB cable?

Do you have the printer full feature software and drivers installed on your PC?

If you meet the above conditions then let me know the following details:

1) The operating system of your PC, is it Windows or Mac?

2) Confirm the printer model.

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!

Irwin6

HP Support

[martyshambles1]

Hi. I have the old cartridges from the US but they won't work now since I cancelled the US account. But I have them. And I have since installed some cartridges bought here in Germany on Amazon.de - so I have US cartridges and German cartridges (incidentally, the Amazon bought cartridges work perfectly).

I do have a USB cable. And the printer is a HP Office Jet 5740 Series (all in one)

I am using a Mac

Look forward to next steps

Thank you

Martin

[Irfan_06]

Please install the previous country ink cartridges and perform the steps given below.

1) Launch the printer software from the desktop icon Or, from the Start menu, click Start, All Programs, HP, the Product Name, and then the Product Name again.

2) Double-click the Estimated Ink Levels icon in the printer software. The Estimated Ink Levels window opens.

3) Press and hold the CTRL and SHIFT keys, and then right-click anywhere in the Estimated Ink Levels window, except for a button. The Set New Region window opens.

4) If the Set New Region window fails to open, right-click to the right and left of the Estimated Ink Levels window.

5) Take a screenshot of the screen and send it to me in a private message.

To access your private messages, click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support

[martyshambles1]

I sent a fresh private message a while back and never heard from you - can someone take a look and reply. Thanks