printer shows up on HP Smart app, but not on HP Smart account

[Lulie]

I have the HP Smart APP on my laptop and phone, and my printer shows on the app. But my HP Smart ACCOUNT shows zero printers. My printer is connected and working, but I wonder why it's not showing on my account.

[Sneha_01]

Hi @Lulie 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like your printer is correctly connected to the HP Smart app, but there’s an issue with it not showing up in your HP Smart account. This could be due to account syncing issues or the way the printer was added to the app. Let's troubleshoot this issue and try to get your printer properly linked to your HP Smart account.

Steps to Fix Printer Not Showing in HP Smart Account:

1. Sign Out and Sign Back Into Your HP Smart Account

Sometimes the account might not sync correctly, so simply signing out and signing back in can help:

• Open HP Smart App on your laptop or phone.
• Go to the Settings (gear icon).
• Look for the Sign Out option and sign out of your HP Smart account.
• After signing out, sign back in with the correct credentials.
• After logging in, check again if your printer appears in the account.

2. Ensure You're Logged into the Correct Account

Double-check that you're using the same HP Smart account that you used when registering the printer. If you're logged into a different account on the app, the printer will not show up under your account.

• Go to the HP Smart app settings and make sure you are logged into the correct account (the one you want the printer linked to).

3. Add the Printer to Your HP Smart Account

If the printer is only showing in the app and not in your account, it might not have been linked to your HP account during setup. To manually link the printer:

• Open the HP Smart app on your laptop or phone.
• Click on the printer icon or + (Add a Printer).
• Follow the prompts to connect your printer to your HP Smart account.
• Once the printer is added, check your HP Smart account on the website or in the app to see if it appears.

4. Check for HP Smart App Updates

Ensure that you have the latest version of the HP Smart app. Sometimes issues like this are caused by outdated app versions.

• For Windows: Open the Microsoft Store, go to Downloads and Updates, and check if there’s an update available for the HP Smart app.
• For Mobile (iOS/Android): Visit the App Store (iPhone/iPad) or Google Play Store (Android) and check for updates to the HP Smart app.

5. Check Printer's Network Connection

Ensure that your printer is connected to the same network as your devices. If your printer is on a different network or if the connection is unstable, it may not sync properly with your account.

• In the HP Smart app, check the printer’s network settings to ensure it is connected to the correct Wi-Fi network.
• If the network is correct, restart your printer and reconnect it to Wi-Fi if necessary

I hope this helps

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support