Support does not supports me!

[van75]

I keep getting a message saying that the ink cartridge was installed incorrectly. I’ve already tried all the troubleshooting steps provided by support, but nothing works. I can’t get in touch with anyone from support!

[van75]

I keep getting a message saying the ink cartridge is installed incorrectly. I’ve already tried all the troubleshooting steps provided by support, and nothing works. I can’t get in touch with anyone from support! And from what I can see in the comments, lots of people are having the same problem and can’t figure it out! I’ve already bought new cartridges and I’m wasting my money! Can anyone help me???

[BeemerBiker]

This is a user to user forum and I am just the messenger of this bad news: I do not know of any HP phone numbers, and any phone numbers you find on this site are likely fake and should not be called.

Possibly, Staples advice might help.  

Staples has advice for their store bought cartridges that complements HP advice. Click here and enter HP and the cartridge ID (or just look it up)  For example:

Disable Automatic Firmware Updates
Alignment Error/Alignment Page Does Not Print Properly
Cartridge indicates missing damaged incompatible incorrect unsupported has a problem
How do I install my cartridge?
My cartridge does not fit into my printer
I Can't Remove the Clip From the Cartridge
My printer does not recognize my cartridge
Scratchy, banded or otherwise poor print quality
Unsatisfactory print or missing colors

Possibly the printhead area just needs to be cleaned.

General advice on printhead cleaning is here.
This link shows cleaning the 8600 printhead and removal is shown here. This video for 86xx is good

This is another type of printhead cleaning, different from the above.

Cleaning and removing ink is shown below by our "Scullery" team.

An HP original video on how to clean the printheads by our experts. Yes, this can get messy, but it works. If your ink levels are good but you are printing blank pages then this is likely the solution.

Official HP advice on cleaning.

Some printers have a printhead cleaning procedure.

To clean the printhead on an HP printer, access the printer settings through the HP Smart app, navigate to "Print Quality Tools," and select "Clean Printhead"; this will initiate a cleaning cycle where the printer will automatically run a cleaning process to clear any clogs in the printhead

Inkjet and printhead cleaning kits are available

Consumer inkjet printer printheads typically last for several years, with some lasting up to 10 years or even longer. However, the lifespan can vary greatly depending on usage, maintenance, and environmental factors.

How many total impressions (pages) have you done?

[ferRX]

Hi @van75 

You have options to contact HP Support:

•  
• HP Support - Store - Brasil
• https://www.hp.com/br-pt/shop/contato
• 

* Click YES   to say thank you, 

* Click Accepted as Solution when question is answered.

Best regards,

ferRX.

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[VikramTheGreat]

Hi @van75,

Welcome to the HP Support Community.
 

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

I know how incredibly frustrating it feels when your printer keeps saying “The ink cartridge was installed incorrectly”, especially after you’ve tried every troubleshooting step and still can’t reach a real person. Let’s slow down, take this one gentle step at a time, and get your printer back to working condition.

Step 1: Gently Remove and Reinsert Cartridges (Slow and Firm)

1. Power the printer ON
2. Open the cartridge access door
3. Gently press down and remove each cartridge
4. Wait 10 seconds
5. Slowly slide each cartridge in until you feel a firm, smooth click

This helps the printer re‑engage its electrical contacts.

Step 2: Clean the Copper Contacts (On Cartridge AND Inside Printer)

Even invisible oil or dust can cause this error.

On the cartridges:

1. Use a dry, lint‑free cloth
2. Wipe the copper/gold contacts (don’t touch the ink nozzles)

Inside the printer:

1. Look inside the carriage
2. Gently wipe the gold contact panel with a clean, dry cotton swab
3. Allow 30 seconds to dry
4. Reinsert cartridges

Step 3: Perform a Hard Reset (NOT just restarting)

This clears the frozen sensor inside the printer.

1. Turn the printer ON
2. Unplug the power cable from the back of the printer
3. Unplug the other end from the wall
4. Wait 60 seconds
5. Plug the printer back in
6. Let it power on by itself

Step 4: Check if You’re Using HP Original, Instant Ink, or Third‑Party Cartridges

If you are using Instant Ink cartridges, they ONLY work when:

• The printer is online
• HP cloud services are active
• Web Services are enabled

Support confirms that “cartridge/account issues” appear when the printer cannot validate the chip online. 

If you’re using non‑HP cartridges, the printer may reject them entirely.

HP Source Guide: Fix HP Printer Ink Cartridge Errors | HP® Support

I hope this helps.

Take care and have an amazing day!