Persistent message "Cartridge or account issue"

[DRS26]

I have been reading and following all previous instructions on how to restart and reinstall, add and re-add the printer and yet nothing works.

My network is fine. It shows that it is connected to the network.

The diagnostic tool shows that the printer is connected and ready to print. 

And yet, when I try to print I get the error message "Cartridge or account issues" neither of which is an issue. The account is current and cartridges are brand new. 

What do I do. 

[Kuroi_Kenshi]

Hi @DRS26,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I understand your printer shows as connected and ready, but you keep getting the message “Cartridge or account issue” even though your account is active and the cartridges are new. Let’s go through a few steps to check what could be causing this.

Confirm the printer is enrolled correctly
Open your HP account and check the printer status under your devices or subscription section.
Make sure the printer shows as active and not pending removal or transfer.

Verify the cartridges match the enrollment type
If the printer is enrolled in Instant Ink, only Instant Ink cartridges will work.
Retail cartridges will trigger a “cartridge or account issue” while enrollment is active.

Power reset the printer
With the printer turned on, unplug the power cord from the back of the printer and the wall outlet.
Wait at least 60 seconds, then plug it directly into a wall outlet and turn the printer back on.

Reseat all cartridges
Remove all cartridges and reinstall them one at a time until each clicks into place.
Close the access door completely and allow the printer to initialize.

Check cartridge status on the printer
Use the printer display or HP app to confirm all cartridges show as present and ready.
If one cartridge shows an error, it can block all printing.

Sign out and back into the HP app
Open the HP Smart app and sign out of your HP account.
Close the app fully, reopen it, sign back in, and check the printer status again.

Disable and re-enable Web Services
From the printer control panel or settings menu, turn Web Services off.
Restart the printer, then enable Web Services again and wait a few minutes for it to sync.

Confirm the printer is not paused or blocked
Open the print queue on your computer and make sure there are no stuck jobs.
Clear the queue and retry printing.

Allow time for account synchronization
After any changes, leave the printer powered on and connected for 10–15 minutes.
Account and cartridge status updates are not always immediate.

If this message continues after these steps, it usually means the printer has not successfully synced its cartridge status with the account, even though both are valid. Resetting Web Services and allowing time for the printer to resynchronize typically resolves this condition.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[DRS26]

I followed this entire procedure. 

All checks fine except there is no option to disable the web services. I looked on the display and also through a web browser. Do you have a suggestion on why that might be.

The printer used to work before, all cartridges are fine and my account is in good standing. 

AS i went through the diagnostic report, I see web services are disabled and my printer is uncoupled from Instant Ink. I need the instant ink account to rebind to the printer.

This is incredibly frustrating and while I see that HP wants to lock all users into a subscription model, making us jump through hoops is not ok.

I am not able to print with my Ink subscription. 

[Kuroi_Kenshi]

Hi @DRS26,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

Understand your printer is connected and shows ready, your Instant Ink account is active, cartridges are valid, but you continue to receive a “Cartridge or account issue” message because Web Services are disabled and the printer is no longer bound to Instant Ink. Let’s go through a few steps to rebind the printer correctly.

Understand why Web Services cannot be toggled
If Web Services are already disabled due to a sync or registration failure, the option to turn them off will not appear.
In this state, the printer cannot communicate with Instant Ink servers, which blocks printing.

Restore printer defaults (required step)
On the printer control panel, restore Factory Defaults or Restore Defaults (not just a power reset).
This clears corrupted web-service and account registration data.

Reconnect the printer to Wi-Fi
After the reset, reconnect the printer to your Wi-Fi using HP Smart.
Confirm the printer shows Online and Ready before continuing.

Enable Web Services again
Open HP Smart > Printer Settings > Advanced Settings (or Embedded Web Server).
Enable Web Services and wait for the printer to complete initialization.

Allow time for Instant Ink rebinding
Leave the printer powered on and connected to the internet for 10–15 minutes.
The printer needs this time to re-register and link back to your Instant Ink account.

Verify Instant Ink status in your HP account
Sign in to your HP account and check the printer under Instant Ink.
Confirm it shows as Active and not “Unenrolled” or “Pending setup.”

Power reset after Web Services activation
With the printer on, unplug the power cord from the rear and the wall.
Wait 60 seconds, reconnect directly to a wall outlet, and turn the printer back on.

Confirm cartridge recognition
Check in HP Smart or on the printer display that all cartridges show as ready.
Instant Ink cartridges will not function until Web Services and account sync are complete.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[DRS26]

Have you actually seen the 8380e? The screen does not offer a Factory restore option, it might be helpful if you tell me where to find it since I’ve been hunting for a while along with the phantom web services which disappear if the printer is no longer bound to the instant ink account.  There is no way to do a Factory restore. Therefore, no way to enable Web services.

Must be some genius HP feature.
Tell me EXACTLY what to do to Factory restore. As I sit waiting for a reply and hit being able to print. 

[Kuroi_Kenshi · Accepted solution]

Hi @DRS26,

Thank you for getting back.

Please refer to the steps on this link to restore factory defaults.

Best Regards,

[DRS26]

Thank you! This worked and helped me address the issue. The HP chat was 100% useless. Your guidance was helpful, 

[Kuroi_Kenshi]

HI ,

A huge thank you for marking this post as the 'Accepted Solution'! We're thrilled that we could help resolve your issue. 

If you have any more questions or need further assistance, please don't hesitate to ask. We're here to help! 

Thanks again for your confirmation, and we wish you an amazing day ahead! 

Best Regards,