Office jet Pro 6962 Scan to email PIN never arrives

[ChristineWVA]

Latest firmware and software installed on multiple devices - laptop, PC - and able to print from mobile devices such as iPhone and iPad. The issue is with APPS  and WEBSCAN. 

I have one email successfully setup in the APP Scan to Email. I am attempting to set up a work email using “my account is not listed and Add user” - all goes well but the email with PIN never arrives. I have tested it with a third email and it works. How can I get the PIN for my work email. 
Secondly, when I use HP Smart it says my WEBSCAN is disabled but when I check out the settings on the printer webpage and using the Print and scan doctor it says ENABLED.

This is exasperation at its finest. Thanks in advance for any help. 

[Jay_G24]

 Hi @ChristineWVA,

I'd like to help!

The password for the email address can be edited and updated in the EWS page of the printer, let us try these steps: 

Option 1: Use the HP software to set up the Scan to Email feature.

1. Open the HP software/printer icon on the desktop screen.
2. Under the Scan or Scanner Actions heading, click Scan to Email Wizard.
3. When the outgoing email profile window displays, click your email address associated with this profile.
4. You will also find an option to delete a previously configured Email address
5. Enter an email profile display name. This is the name that will display on the printer control panel for the email profile.
6. Enter a security PIN to restrict access to this email profile from the printer control panel, if desired.
7. Enter the correct SMTP server and SMTP port information.
8. If you typically have to enter a user name and password to log into your email account, you will want to enter this information into the email authentication fields.
9. Click Next, and then click Save and Test or Save to complete the email profile configuration.

Alternatively, you can also watch this video to know how to delete and set up an Email address for scanning from HP printers

Option 2: Open the embedded web server

1. Find out the IP address or hostname of the printer by touching (Wireless) or (Ethernet) or by printing a network configuration page.

Note: The printer must be on a network and must have an IP address.

2. In a supported web browser on your computer, type the IP address of the printer. For example, if the IP address is 123.123.123.123

Note: If you get a security message as "your connection is not private", click on Advanced and proceed to this website.

Step 2: On the printer settings page, go to Scan > scan to email > Select your email address > Edit > Authenticate > Email login authentication > Input new password > Next > Save and Test

To check if web scan is enabled -

1. Open the embedded web server. ...
2. Click the Settings tab.
3. In the Security section, click Administrator Settings, and click OK.
4. Select Webscan to enable Webscan.

Let me know how this goes.

And, Welcome to the HP Support Community. 

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