Wifi connection and account issues

[Lewis0815]

I keep getting a warning on my printer that there may be an issue with the cartridge or my account and I can’t print until a it’s fixed. My account payment is updated and cartridge are placed correctly. The app is showing the printer isn’t connected to the internet. However, the printer itself is showing it’s connected to the wifi. Nothing is working. I’ve removed the printer from the app and readded the printer. I don’t know what else to do. 

[Kuroi_Kenshi]

Hi @Lewis0815,

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 a “cartridge or account issue” message and won’t print, even though your payment is up to date and the cartridges are installed correctly. The app shows the printer is offline, while the printer itself says it’s connected to Wi-Fi. Let’s go through a few steps to check what could be causing this.

Restart the printer, router, and device
Turn off the printer and unplug the router for 1–2 minutes.
Turn the router back on first, wait until it is fully online, then turn the printer back on.

Check the Wi-Fi connection on the printer
On the printer, confirm the wireless light or status is solid (not blinking).
If available, print a network or wireless test report and confirm an IP address is listed.

Confirm the printer is connected to the correct network
Make sure the printer is not connected to a different band, guest network, or extender.
The printer and your phone/computer must be on the same Wi-Fi network.

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 it back on.

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

Disable and re-enable Web Services
From the printer menu or settings, turn Web Services off.
Restart the printer, then turn Web Services back on and wait 5–10 minutes for it to sync.

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

Remove and re-add the printer again
In the HP app, remove the printer.
Close the app, reopen it, and add the printer again, allowing all permissions when prompted.

Allow time for account synchronization
Leave the printer powered on and connected to Wi-Fi for at least 10–15 minutes.
Account and cartridge status updates are not always immediate.

When the printer says it’s connected to Wi-Fi but the app shows it offline, the issue is usually a Web Services or account sync problem, not a payment or cartridge problem. Resetting Web Services and giving the printer time to resynchronize typically clears the warning and restores printing.

I hope this helps.

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Best regards,