Replace Instant Ink printer not working

[c1pry]

I've set up my new HP Envy 6120e All-in-One Printer, which is eligible for Instant Ink and it is listed on the HP Smart App. I am trying to replace my old HP printer on my Instant Ink account. It is recognised, however, the blue circle keeps spinning and it hangs and  will not replace it on my account. I have also tried on the set-up section of the app and it says "something went wrong" and won't connect it to my account. 

[Kuroi_Kenshi]

Hi @c1pry,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding your printer!

We're thrilled to have the opportunity to assist you and provide a solution.

1. Check Printer Setup:
   • Ensure the new HP ENVY 6120e is fully set up and functional.
   • Make sure the printer is connected to the internet.
2. Remove the Old Printer:
   • Sign into your Instant Ink account.
   • Navigate to Account in the left menu.
   • Select Manage my HP Instant Ink account.
   • Remove the old printer from your account
3. Register New Printer:
   • Follow the instructions to add a new printer.
   • Ensure the HP ENVY 6120e is selected and proceed with the setup.

If you encounter errors:

Clear Cache and Cookies:

• Close all browser windows.
• Open your browser in Incognito or Private Browsing mode.
• Go to the HP Instant Ink account page and sign in.
• Try adding the new printer again.

Restart HP Smart App:

• Log out of the HP Smart app.
• Restart your device.
• Open the HP Smart app and try replacing the printer again.

Reinstall HP Smart App:

• Uninstall the HP Smart app from your device.
• Restart your device.
• Download and install the HP Smart app again from the HP Smart website.

Update Printer Firmware:

• Ensure the printer firmware is up-to-date. You can check for updates on the HP ENVY 6120e Drivers page.

For more detailed steps and troubleshooting, refer to the HP Instant Ink Account Management Guide.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,