Cannot remove webservices email with factory reset, HP Smart adds printer but then doesn't see it.

[starstarstars]

I have an HP ENVY Photo 7855. I am not able to get another person's email address off of the web services. I have even tried factory resetting the printer. When I added it to my HP account, HP Smart recognizes the printer, tells me it's added, and then when I click on Printer to get to Print Settings, it says no printers have been added to my account.

[VikramTheGreat]

Hi @starstarstars,

Welcome to the HP Support Community.
 

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

This is a frustrating situation, and it usually happens because the printer’s HP ePrint email address is tied to a previous HP account, or the Web Services configuration didn’t fully reset. Here’s how to fix it:

1. Remove Web Services Completely

• On the printer’s touchscreen: 
  • Go to Setup → Web Services → Remove Web Services.
• Confirm removal. This deletes the old ePrint email address from the printer.

2. Factory Reset (if not done correctly)

• From the printer menu: 
  • Setup → Printer Maintenance → Restore Factory Defaults.
• After reset, reconnect to Wi-Fi and re-enable Web Services.

3. Re-enable Web Services

• On the printer: 
  • Setup → Web Services → Enable Web Services.
• The printer will generate a new ePrint email address.

4. Add Printer to HP Smart

• Open HP Smart on your Mac or mobile device.
• Sign in with your HP account.
• Click Add Printer and follow the steps.
• If HP Smart says “No printers added,” sign out and sign back in, then refresh.

5. If Still Linked to Old Account

• Go to HP Connected and log in.
• Check if the printer is listed under another account.
• If you don’t have access to that account, contact HP Support to release the printer from the old account: HP Contact Support

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat