replacing printer on existing instant ink plan

[acrefinnej]

Wondering if anyone else has experienced this and what the outcome was...

I've recently bought a new printer, simply an upgraded version really with a more convenient user interface - have moved from Envy 4500 to Envy 6122e. Everything I can find suggests I should be able to replace the old printer with the new one in  my account, staying on the same instant ink plan I am currently on, but the transfer doesn't work and either buffers forever or comes up with a 'something went wrong' error message. 

I was convinced this must be a technical website or app issue since I'd also had some errors when just trying to sign in, but I'm told the reason I cannot transfer is because my plan is an older one that is no longer available. However I can't see anything anywhere that suggests that would be the case. Everything says my plan should continue as normal or without interruption. I even found an FAQ that suggested it would automatically transfer. 

I was told "I'm sorry, your plan is no longer available" and that I will have to purchase a plan but if I hadn't changed printer I would be remaining on my existing plan. I've never received any indication that that would need to change. Why should I be penalised and have to change plan and pay more because I bought a new printer?...when all the info available says it should be seamless to switch over. 

I have asked whether someone can't manually access my account at their end to change the registered printer as I assume they must have technical people that can access that sort of thing...surely? 

If anyone has any experience of this issue, thoughts or advice I'd be extremely grateful - the issue has been escalated by the support person who was trying to help, but its clear to me they don't have authority or expertise to take it to a higher level of tech support.

Many thanks in advance

[Max3Aj]

Hi @acrefinnej, Welcome to HP Support Community. 

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

The HP Smart app has a printer replacement function that allows you to keep rollover pages, trial months, prepaid amounts, account history, and other account information from the previous printer.
 

Follow the instructions that came with the new printer to set it up. Make sure to use the HP Smart app, and select the option for replacing an existing printer. If HP sends a replacement printer under warranty, the HP Smart app automatically replaces the printer during printer setup.

>>If you purchased a replacement printer, watch for the printer replacement option during setup with the HP Smart app.

You may refer to this document: Instant Ink account management | HP® Support

I hope this helps. 

Take care and have a good day. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping! 

Max3Aj

HP Support 

[acrefinnej]

Thanks for replying but I feel like you misunderstood my message as the instructions you gave are what I had been having problems with. As it happens though I have since sorted it myself...I'm not sure how I managed but it's all sorted so that's a relief.

[Tudor1111]

I have spent several hours going round in circles with the same problem. Before I bought the new printer I was assured by someone in HP call centre that I could replace my printer and stay on the same subscription. HOW DID YOU DO IT????

[acrefinnej]

Stick at it and badger them if you still can't get it to work! I haven't managed to sort it so it's definitely possible! It was so crazy...the support people initially tried hard to help and obviously thought I should be able to do this. Their supervisors telling me it wasn't possible because the plan no longer existed was a nonsense and I can only assume they just did not know enough about it! I think it is something glitching, perhaps because the plan doesn't exist anymore, but you should still be able to switch printer when you're already on the plan! At least all the info suggests that. There is nothing anywhere saying you can't! 

I can't remember precisely without logging in and looking but my memory is that I found a link to replace printer that I hadn't previously clicked on...I seem to remember a couple of ways to log in that took you slightly different places and on one of those pages there was a link in smaller type near the bottom right of the page...I had just been trying the different links and routes multiple times and when I clicked this one it just worked! It was on my computer, rather than my phone. I will have a look to see if I can find and screenshot it for you.

I escalated a complaint and the first support person helped me but the response I got was the exact same answer as before. They closed my case while I waited on another reply, which I also complained about but I still haven't heard anything. 

[acrefinnej]

Hello again, I'm sending a couple screenshots where I e highlighted a couple links I tried...I can't remember which worked but I feel like one of these may have been the one. Give it a go and let me know if it works for you!?