Recover account details for an HP Instant Ink Account

[griffdj1966]

Adiice on recovering (or closing) an HP Instant Ink Account for which the Account e-mail Address no longer Exists

Hello

I am trying to help a customer with dementia re-activate his HP Instant Ink subscription. The front panel on his HP Envy 5020 printer is displaying the " visit hpinstantink.com" error message preventing it from printing. From past experience I know that this error occurs when the payment details on his "Instant Ink" online account with HP need updating, usually because the payment card held on the account has expired etc. so I know that we simply need to login as "him" to update the card payment details on his account, I am now trying to help his wife manage this for him going forward, but unfortunately we have the added complication that the e-mail account associated with his HP instant ink account no longer exists, so we cannot simply use the "forgotten password" option to sign into his account because his e-mail username is an email account that no longer exists and hence will not not receive a password reset account from HP.

To be honest, we think it wil be easier to close his instant ink account altogether due to his dementia and transfer management of the printer to his his wife. So please could somebody advise how we:

EITHER - Contact HP to recover access to his HP account when the e-mail address no longer exists and he doesn't have another recovery method associated with it - i.e. its not associated with a mobile phone number either as far as we know.

If we can regain access to the account we can change the contact details to those of his wife so that she can continue to manage the subscription instead.

OR - Close the account altogether and allow his printer to use "non instant ink managed" (normal store purchased) cartridges once more.

Many thanks

David J. Griffiths

Help @ Home Computers on behalf of one of my domestic IT support customers.

[Dragon-Fur]

@griffdj1966 

I am sorry you are stuck.

Only agents and HP employees can access your private information, including any and all contract details.

You are correct, I think, to want to transfer the account over to someone who can manage the operation. 

Easier on everyone that way.

You have a couple of choices from our perspective:

• Wait and see if one of our Community agent finds and responds to your question here in the Community.
• Contact Instant Ink Support and ask for help to sort the subscription details.

Information, including how to find contact information...

Things that are Instant Ink

Note: 

If you have not opened the site for a while, know that the website has been updated..

Clear your browser cache for both hpconnected and instantink

Instant Ink Support Website

 Open

HP Instant Ink - Support, Information, Enroll, FAQ, Terms of Service / Contract

Not your home site?  Click the Flag to change to your region.

Click on FAQ

For example,

• Read Check to see if your HP printer works with Instant Ink
• Change or cancel anytime link is located in the “tiny print” area at the bottom of the website (USA)

+++++++++++++++++++++++++++++++++++++++++++++++++++++

Need Help?  Contact Support - Options

1. Enrolled in Instant Ink?  >> Check for Support contact options in your Instant Ink Account.
2. Contact >>   HP Instant Ink Support   NOTES:  Select Region // Hours are as listed at the site.
3. The Terms of Service contract provides contact information, usually in the very first section.

+++++++++++++++++++++++++++++++++++++++++++++++++++++

READ the all-important Terms of Service Contract > Scroll to the bottom of the Instant Ink website  – in the “tiny print” area (bottom of the main web page), look for and click on the link for instantink.hpconnected.com/terms

Examples of the Terms of Service Contract for various regions

 Instant Ink - Terms of Service - USA

>>>  Instant Ink – Terms of Service - UK

 TERMINI DI SERVIZIO DI HP INSTANT INK - Italy 

Instant Ink - Terms of Service - Ireland

CONDITIONS GENERALES D’UTILISATION DU SERVICE HP INSTANT INK - France

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