Recieved an email from HP to say someone has gained access to my printer

[Mell_0-7]

I have just received an email from HP to say someone called Moritz Ophelt has accessed my printer.

I need to talk to someone about this. There are no options for me to contact anyone. I am asked for my printer's serial number to progress for help but I am not in the same area as my printer. I log into my HP account to find my printer is no longer listed there and my instant Ink subscription has been stopped. 

I have checked the last activity on the printer and it says as follows...

Android 11 Chrome 92 Last login: 7/25/2021, 3:29:48 PM Location: 5.101.136.149. This is not me. 

Is there anywhere I can get advice about what to do next? Thanks

[Dragon-Fur]

@Mell_0-7 

Edits / Content Update

Unwanted Prints, Flyers, or Ads on the Printer

• HP Printers - Printer Prints Unwanted Advertisements (Spam)
• Minimum Security Settings for Printers

Original Content

 It appears your network security has perhaps failed to keep people out of your network and your devices.

That you are not able to provide the serial number on your printer is indeed a barrier - it is difficult to prove identity without a way to prove identity.  Rats.

Our Community cannot do anything directly about security breaches.

We are a peer-to-peer user group - a group of not-quite random strangers.

Don't provide any private information in any of your public posts, in other words.

What we can do:

• I will send this question off to Review by our moderators.
• I will provide you the contact information for your region so you can try calling Instant Ink Support.  Perhaps having your account information will be enough.

First...

Request for Review

• I have submitted a request that our Community moderators review your question / concern.

Worth Noting

• Our Community is not an HP business group.
• We are not HP Technical Support, nor are we HP Sales, Service, or Warranty.

• Our request for assistance on your behalf does not influence the outcome:  Our request is not a magic back door into HP Support.
• The time frame (how long it takes) for a response is not controlled by the Community.
• If / When there is a response, a Community moderator / agent will (should) post back on this thread before using other methods to contact you. 

Important

• Do not contact random numbers posted in a public or private message by “new members”.  Vermin are looking for victims – don’t be next.

• Please do not post any personal or case information here - we cannot make use of the data. 
• Posting personal information at a public site increases your risk from rats and scammers.

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Next...

Things that are Instant Ink

Note: 

If you have not opened the site for a while, know that the website has been updated..

Clear your browser cache for both hpconnected and instantink

Instant Ink Support Website

HP Instant Ink - Support, Information, Enroll, FAQ, Terms of Service / Contract

Not your home site?  Click the Flag to change to your region.

Click on FAQ

For example,

• Read Check to see if your HP printer works with Instant Ink
• Change or cancel anytime link is located in the “tiny print” area at the bottom of the website (USA)

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Need Help?  Contact Support - Options

1. Enrolled in Instant Ink?  >> Check for Support contact options in your Instant Ink Account.
2. Contact >>   HP Instant Ink Support   NOTES:  Select Region // Hours are as listed at the site.
3. The Terms of Service contract provides contact information, usually in the very first section.

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READ the all-important Terms of Service Contract > Scroll to the bottom of the Instant Ink website  – in the “tiny print” area (bottom of the main web page), look for and click on the link for instantink.hpconnected.com/terms

Examples of the Terms of Service Contract for various regions

 Instant Ink - Terms of Service - USA

 Instant Ink – Terms of Service - UK

 TERMINI DI SERVIZIO DI HP INSTANT INK - Italy 

Instant Ink - Terms of Service - Ireland

CONDITIONS GENERALES D’UTILISATION DU SERVICE HP INSTANT INK - France

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question / Concern Answered, Click "Accept as Solution"

[sandytechy20]

@Mell_0-7

Welcome to the HP support community.

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

Cheers.