Cannot find email address for Printer

[Al-N1]

Issue: Printer does not print the Info Page and HP Smart/HP Connected portal does not show the email address.

Web Services Status: Enabled after reset via EWS.
Tried: Resetting Web Services, power-cycling, browser/device switching, HP Smart re-registration, and manual claim code checks.

Still cannot locate the email address.  Where to from here?

[Hawks_Eye]

Hi @Al-N1 

Welcome to the HP Support Community! We're here to help you get back up and running.

I acknowledge the situation. Since Web Services are enabled but the printer email address is not appearing in the HP App or on the Information Page, let’s proceed with a structured check:

Step 1 – Verify Web Services connection in EWS

1. Open the Embedded Web Server (EWS) by typing the printer’s IP address into your browser.
2. Go to the Web Services tab.
3. Confirm that “Web Services Status” shows Enabled.
4. If enabled, click Print Info Page from the EWS. This should generate the page with the printer’s email address.

Step 2 – Re‑enable Web Services if Info Page does not print

1. In the EWS, select Remove Web Services.
2. Power cycle the printer.
3. Return to the EWS and select Enable Web Services again.
4. Wait for the printer to connect and then attempt to print the Info Page once more.

Step 3 – Check HP App registration

1. Open the HP App on your device.
2. Ensure the printer is added and connected.
3. Navigate to Printer Settings > Web Services > Print Info Page.
4. If the email address still does not appear, remove the printer from the HP App and re‑add it using the claim code generated in the EWS.

Step 4 – Confirm HP Connected account

1. Sign in at https://www.hpconnected.com
2. Verify that the printer is listed under your account.
3. If not, add the printer using the claim code from the EWS.
4. Once added, the printer’s email address will be displayed in the portal.

Source: HP Connected – Web Services Setup

This process ensures the printer email address is regenerated and correctly linked to your HP account. 

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[Al-N1]

Thanks for the reply Hawks_Eye.  Actually, I did all of your suggested steps before asking for help here;  didn't get the email address. I tried your steps again, but still no email Address. What next?

[Hawks_Eye]

Thanks for all your efforts and patience.

Since you’ve already repeated the full Web Services reset and HP App re‑registration without success, the next step is to confirm whether the printer is actually provisioning an HP ePrint email address at all. Sometimes the service does not regenerate correctly even though “Enabled” is displayed.

Step 1 – Confirm Firmware and Region Availability

• Open the Embedded Web Server (EWS) and check the Firmware Version under the Settings > Printer Information section.
• Visit HP’s support page for your model and verify that the firmware is up to date. Outdated firmware can block Web Services from issuing a new email address.
• Note: In certain regions, HP ePrint services may be restricted. Confirm that your printer model supports ePrint in your country.

Step 2 – Generate a New Claim Code

• In the EWS, under Web Services, select Remove Web Services again.
• After the printer restarts, re‑enable Web Services.
• A fresh claim code should appear on the printer’s display or in the EWS.
• Use this new claim code to register the printer here. If the claim code does not appear, the service is not provisioning correctly.

Step 3 – Verify HP Connected Portal Behavior

• Sign in to HP Connected and attempt to add the printer using the new claim code.
• If the portal accepts the code but no email address is generated, this indicates a backend provisioning issue rather than a local setup problem.

Step 4 – Alternative Confirmation via HP App

• In the HP App, remove the printer completely.
• Re‑add it using the claim code.
• Navigate to Printer Settings > Web Services. If the email address still does not appear, the service is failing to assign one.

Step 5 – If Email Address Still Missing
At this point, the printer has Web Services enabled but is not receiving an ePrint email. This is typically resolved only by:

• Updating firmware (if available).
• Re‑provisioning through HP Connected with a fresh claim code.
• If both fail, the printer’s ePrint service may be disabled at the backend for your model/region.

Refer here for more: HP Support – Web Services Setup and ePrint

This ensures you’ve ruled out firmware, claim code regeneration, and portal linkage. If the email address still does not appear after these checks, the printer is not provisioning ePrint correctly and will not generate an email address. 

Regards,

Hawks_Eye

[Al-N1]

So is there anyway to find the email address without updating the firmware? I prefer not to do so.

[Hawks_Eye]

Thanks for all your efforts and patience.

I'm sending you a private message to guide you on the next steps.

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

Take care and have a great day!

Regards,

Hawks_Eye