My HP smart app says cartridge or account issue

[Pedro197811]

New Printer - setting it up and got this error message -My HP smart app says cartridge or account issue -and cant resolve

I fitter new printer cartridges as provided by the store - but did not sign up to Inck Supply

[Sneha_01]

Hi @Pedro197811 

Welcome to HP Support Community.

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

It sounds like you're encountering an issue where the HP Smart app is displaying a cartridge or account issue, even after you’ve replaced the cartridges with new ones. This could be due to several factors, especially related to HP Instant Ink, which is often associated with cartridge issues in the HP Smart app. Since you didn’t sign up for Instant Ink, the error may be linked to the printer trying to check for that service, or there may be a compatibility issue with the new cartridges.

Here’s how you can resolve this issue:

1. Verify the Cartridges Are Correctly Installed

• Turn off the printer and unplug it for about 30 seconds.
• Open the printer cover and check that the cartridges are correctly installed and securely in place.
• Ensure the protective tape has been removed from the new cartridges (the plastic tape covering the contacts).
• Check for any damage or defects in the new cartridges, even if they were purchased as new.

2. Disable Instant Ink (If Active)

• Sometimes, the printer might default to looking for HP Instant Ink, which can cause this error,especially if the printer came with a trial subscription or was previously enrolled in Instant Ink.
• You can disable Instant Ink by logging into your HP Instant Ink account (if one was created during setup) and canceling the plan.
• If you didn't sign up for Instant Ink, go to HP Smart app > Settings > Account and check for any links to Instant Ink or HP accounts that could be linked to the printer.
• In some cases, you may need to contact HP Support directly to unregister the printer from Instant Ink.

3. Update the HP Smart App and Firmware

• Update the HP Smart app to the latest version if it isn’t already.
• Sometimes the app and printer firmware might need to sync, and an update can help resolve any compatibility issues.
• On your computer, go to HP Support and check if there’s a firmware update available for your printer. Install any updates if necessary.

4. Remove and Re-add the Printer in the HP Smart App

• Open the HP Smart app on your phone or computer.
• Remove the printer from the app (usually by clicking the gear/settings icon and selecting "Remove Printer").
• Re-add the printer to the app by following the on-screen instructions.
• If the app prompts you to sign up for Instant Ink during setup, you can skip that step or select a standard printing option instead of Instant Ink.

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”.

Sneha_01

HP Support