Cancelled Instant Ink service and now I can't print

JillSa · ‎03-01-2019

Why won't my printer print after I cancelled the HP Instant Ink service?

You can’t use HP Instant Ink cartridges after you cancel your service. Why? Because Instant Ink is an alternate way to print, where you pay for the pages you print, not for ink cartridges. Just as with a cell phone plan you can only make calls as long as you are enrolled with your cell phone provider, you can only print with Instant Ink cartridges while you are enrolled in an Instant Ink plan. If you cancel, you must buy regular HP ink cartridges to resume printing.

The key benefits of Instant Ink are:

Save up to 50% as compared with buying ink cartridges at the store.
Never run out of ink. HP monitors your ink usage (but not what you print), and ships you ink before you need it. No more last minute trips to the store for ink.
Full color photos cost the same as black and white pages!
The monthly fee covers ink, shipping, and recycling.

If you still have questions or want to ask a new question, create a new post in the Community😉

Gill007 · ‎05-23-2019

i have purchased a new cartridge at a huge cost but it still wont print the colour ones are not new as they still have lots of ink in ,,, help pls

Jeet_singh · ‎05-23-2019

@Gill007,

Thank you for posting your query on HP Community,

When did you place a request to cancel the Instant ink service. Did you get any email confirmation.

Have you tried to login to your Instant ink account page and check if the account is still active/suspended/cancelled.

You can’t use HP Instant Ink cartridges after you cancel your service. Why? Because Instant Ink is an alternate way to print, where you pay for the pages you print, not for ink cartridges. Just as with a cell phone plan you can only make calls as long as you are enrolled with your cell provider, you can only print with Instant Ink cartridges while you are enrolled in an Instant Ink plan. If you cancel, you must buy regular ink cartridges to resume printing.

If the issue persists, I would suggest you remove the ink cartridges from the printer and then perform a hard reset.

Remove all the ink cartridges and then try to perform a hard reset on the printer.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

Now insert the ink cartridges and then try to print a test page and check if it works.

Let me know how it goes for further assistance!

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

asmita6658 · ‎07-14-2019

Hi @Shelbourne

Welcome to the HP Support Community.

Have you checked you HP Instant Ink account page? Your Instant Ink account page will have notifications if there are any issues with the account or recent cartridge shipment, it will even provide solutions on how to fix the issue. You may log in to your HP Instant Ink account page from here.

If the suggested information can't be found, please send us a private message with your Instant Ink account details or you may also respond to the private message I've sent out and I'll help you out, accordingly. Check next to your profile Name, you should see a little blue envelope, please click on it.

Let me know.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day!

loueybp · ‎07-17-2019

Hi - I've cancelled my Instant Ink account - I can still print test pages but nothing else and my printer won't connect to my laptop anymore or to wifi. Can anyone help ?

Thanks Lucy

JillSa · ‎07-17-2019

You can’t use HP Instant Ink cartridges after you cancel your service. Why? Because Instant Ink is an alternate way to print, where you pay for the pages you print, not for ink cartridges. Just as with a cell phone plan you can only make calls as long as you are enrolled with your cell phone provider, you can only print with Instant Ink cartridges while you are enrolled in an Instant Ink plan. If you cancel, you must buy regular HP ink cartridges to resume printing.

Some printers will allow you to print test pages after you cancel with Instant Ink cartridges but that is all you can print.

Hope that helps.

JillSa

Arthur-c · ‎09-11-2019

@RB_2744

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.

B12Lewis · ‎10-27-2019

My printer only says cannot print. I have been troubleshooting with several people. I just realized that my CC number was stolen last month. I got a new card is this why my printer will not work? I have ink in it though and it is new ink. I am very unsure as to why nothing will print, not even a test page. please help

JillSa · ‎10-28-2019

@B12Lewis ,

If the service cannot charge your credit card then the Instant Ink cartridges will stop working at some point in time so you definitely need to check your account page and update your credit card.

Go to HPInstantink.com and sign in, then go to My Account, Billing Information, Change Payment Method and update ALL the data for your credit card. You may need to wait 1-2 hours for the system to sync and the credit card to process. Then you should be able to print as long as your account is connected to the internet, make sure your account shows "Online" on the Home Page just under the printer name.

Please give this a try and let me know if it works.

JillSa

Fantine56 · ‎11-01-2019

Well, here's the problem with Instant Ink. When HP sends you a defective cartridge, you cannot use your printer until you get a new one. If you had bought a defective cartridge from Office Depot or Amazon, you can quickly get an exchange. Not with HP! So, really, the Instant Ink program means NO INK AND NO PRINTING if the cartridge you are sent doesn't work.

JillSa · ‎11-04-2019

@Fantine56

Thanks for the post. Instant Ink is looking at ways to combat the defective pen leadtime.

We do have a 24 hour ink cartridge replacement, in most countries, if you contact HP support. Just wanted you to know this is available.

Here is a link to WW support:

Choose your country and language and hit show options:

https://support.hp.com/gb-en/contact-hp/product/HP-Instant-Ink-series/5264756/model/5401249

JillSa

Kumar0307 · ‎11-27-2019

@Crimson1104, Welcome to the HP Support Community!

If you canceled your HP Instant Ink service but changed your mind, you have until the end of the current billing cycle to stop the cancellation. Check the status of your cancellation, and then click the button to keep the enrollment. If the button to keep the enrollment is not available, you can re-enroll the printer.

Refer to this document to know how.

Let me know how this goes.

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Bradley2014 · ‎03-01-2020

If one paid for the ink, even when cancelled one should be able to used until ink cartridge is empty

Bob_Headrick · ‎03-01-2020

@Bradley2014 When you sign up for the Instant Ink program you are NOT purchasing ink, you are purchasing a subscription to a set number of pages per month. The ink is supplied, but remains the property of HP and must be returned if you cancel the program in accordance with the terms of service. See sections 5.d and 9.c of the terms of service here.

reebee868 · ‎03-05-2020

I agree with bradley,your gonna have an awful lot of wasted ink cartridges sittin around collectin dust!

Bob_Headrick · ‎03-05-2020

@reebee868 When you sign up for the Instant Ink program you are NOT purchasing ink, you are purchasing a subscription to a set number of pages per month. The ink is supplied, but remains the property of HP and must be returned if you cancel the program in accordance with the terms of service. See sections 5.d and 9.c of the terms of service here. You will not have wasted cartridges collecting dust, they are to be returned to HP where they will be recycled.

PJL63 · ‎03-18-2020

After hard reset, I still cannot use brand new HP inkjet cartridges that I spent a lot of money on after cancelling instantink. I keep getting message that there is an Ink Cartridges Problem and to remove and reinstall them but they are correctly installed. I need to correspond with a representative ASAP to discuss next steps. Your program has hijacked my printer without adequate support which is very unfortunate, especially in times of quarantine when we cannot print elsewhere.

JillSa · ‎03-19-2020

@PJL63

Here is a link to get the correct HP phone/chat.

Here is a link to WW support:

Choose your country and language at the top :

https://support.hp.com/gb-en/contact-hp/product/HP-Instant-Ink-series/5264756/model/5401249

Punzicat · ‎04-17-2020

Hp instant ink should detect low levels of ink earlier for as much as we spend on this subscription program. My black ink ran out on the 13th, and I won't receive ink until the 21st. Why not send the ink earlier? I've spent $40 on instant ink since August. For $10 less I could go to the store and pick up both replacement cartridges instead of printing everything in red ink for 10 days.

someblonde1 · ‎05-07-2020

Ever since I signed up for Instant Ink my printer has been having problems. I cancelled my account and sent back the cartridges and bought retail HP cartridiges. I keep getting "Cannot print. Connect to the internet to continue with HP Instant Ink cartridges". Spent a lot of time troubleshooting and my computer says my printer is connected but printer doesn't think it is. Tried HP Support and the links for Instant Ink troubleshooting. Troubleshooters ALL say they cannot find the problem. AAARRRGH!

Jay_G24 · ‎05-10-2020

Hi @someblonde1

Welcome to the HP Support Community.

Due to the current global COVID-19 situation, we're seeing an influx of customers coming in for support. We appreciate your patience

Please send us a private message with your Instant Ink account details or you may also respond to the private message I've sent out and I'll help you out, accordingly. Check next to your profile name, you should see a little blue envelope, please click on it.

Let me know.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day!

stajo · ‎06-01-2020

I too fit the discontinue instant ink category, and one time the shut down worked, but now....NO!

I have a HP envy 5660 and dropped out of instant ink in December. The last bill was for $5.34 which was paid by CC and should be a zero balance. I have been using retail cartridges for both Black and tricolor 62 XL's. The tricolor ran out and I inserted another retail unit and then got the error report and printer would not print.

That is where I am. I have tried using the the support form with the appropriate data but keep getting a "fix the highlighted" message and only thing I see is select category below" which there is no way or options to do so. That is why I am using this form in hope of results.

Happy to supply my account number or any other data short of my CC number. I would appreciate any help in this matter.

Guess what! the solution to this was simple, I bought another cartridge. Seems I had a first for me in over 40 years, I had a bad cartridge, HP didn't figure it out just dumb luck. And MJN60 all remaining ink belongs to HP send it back.

Sontini · ‎06-01-2020

Are you some type of AI? Are you even reading what these people are saying? Don’t give me your cut and paste reply. These people are pissed. This is the worst program in the history of printers. You buy a printer you can put ink in it. If you pay for the ink you can use it. It should be as easy as that! **bleep**

MJN60 · ‎07-12-2020

I also cancelled my InstantInk subscription, and have left over unused ink cartridges. What should I do with those? Seems like a waste to toss them.

Bob_Headrick · ‎07-12-2020

Instant Ink remains the property of HP and must be returned if you cancel the program in accordance with the terms of service. See sections 5.d and 9.c of the terms of service here.

kimber418 · ‎07-18-2020

I will NEVER buy another HP printer as long as I live. If I knew what it was all about when I bought the HP printer I would have NEVER bought it. I gave my printer to my daughter to use as we are not in our home for a year. How do you get your own store bought ink cartridges to work in the HP printer? I do not want to continue to pay for this program. What a sham. SHAME ON HP! Never again.

MJN60 · ‎07-18-2020

Bob,

I would be happy to return the cartridges, but you have not provided prepaid postage and envelope.

Kimber418, couldn’t agree more.

MJN60

Jay_G24 · ‎07-19-2020

Hi @kimber418

Welcome to the HP Support Community.

Please send us a private message with your Instant Ink account details or you may also respond to the private message I've sent out and I'll help you out, accordingly. Check next to your profile Name, you should see a little blue envelope, please click on it.

Let me know.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day!

LP9x9 · ‎12-06-2020

I have cartridges in my printer that I purchased at retail before I enrolled in Instant Ink, which was advertised as free if I only printed 15 pages per month. They were still in the printer when I cancelled Instant Ink, because I was notified the program was no longer free as originally advertised. I never received any Instant Ink cartridges.

Now my printer keeps saying I have to enroll in Instant Ink to print - it thinks my own cartridges that I paid around $60 for are Instant Ink cartridges. How can I reset my own, personally purchased, expensive cartridges so I can use them? I paid for them, I am entitled to print from them until they are empty!!

I do not appreciate having my printer and cartridges, that are my personal property, hijacked because of that brief interlude of being in the Instant Ink program.

JillSa · ‎12-07-2020

@LP9x9 If you purchased the cartridges then you definitely should be able to use these regardless of if you are in the Instant Ink program or not.

I will send you a private message as you may have to contact our support center to help reset the printer.

Please look for my private message.

JillSa

AmyBgreen · ‎12-09-2020

I am having the same issues with instant ink. I haven't even used 10 pages, new cartridges mailed to me months ago and cannot use. If I go buy regular ones I'm afraid I will have same issues as these folks. Someone please contact me!!!

Jay_G24 · ‎02-08-2021

Hi @tangodancer1,

Please send us a private message with your Instant Ink account details or you may also respond to the private message I've sent out and I'll help you out, accordingly. Check next to your profile name, you should see a little blue envelope, please click on it.

Let me know.

And, Welcome to the HP Support Community

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day!

LP9x9 · ‎02-13-2021

This problem is still happening. I cancelled Instant Ink having never received any cartridges, was still using my purchased regular HP cartridges, and the printer won't recognize them, keeps saying I must enroll in Instant Ink to print. Hard reset (x2) did not resolve this. I was told to find a support phone number on the Instant Ink site but there is none. Per my Google search, no one can find one. So HP is not willing to support my printer in this mess. I am about ready to trash the printer and if I do that, I will never buy another HP product again and everyone I know is going to hear about this.

DD2141 · ‎02-13-2021

I recently inherited an OfficeJet Pro 860e when my parents passed away. It worked fine for a couple days but now it will not print or copy and displays an error message to visit the instantink webpage. I searched that page and could not get any resolution. I tried to call and it just puts you into a never ending IVR loop or it hangs up on you. I don't know if my parents had an instant ink account and have literally no way to know as they are both deceased. I need to be able to use this printer to handle printing legal documents and for work and have been completely unsuccessful getting any assistance or support from HP as the printer seems to be out of warranty and HP won't even open a "case" unless you pay them up front. Can anyone offer some assistance here? Thank you.

tangodancer1 · ‎02-13-2021

You obviously do not read postings carefully. My previous correspondence clearly stated that: 1) I am paying for instant ink, 2) I ran out of ink 2+ months ago, 3) I have not received a shipment, and 4) I have not been able to talk to a real human being about this problem.

I've had it. Yesterday, I bought a new printer. It was not HP. My wife's laptop computer has failed. I ordered a new one. It was not HP. I will never do business again with HP because your service support is an abomination. Tomorrow, I shall cancel the Instantink program which is automatically coming off my VISA, and I shall file a consumer complaint with our government about the horrid scam the HP appears to be running with its Instantink program.

I have used HP equipment for decades since HP started out making electronic test equipment . In the past, HP's quality of their products and service support was excellent. Today, it is trash, and you not longer deserve to remain in business. I certainly will not longer buy your products and will do my utmost to encourage anyone who asks to do the same. Quality of your products is good, support = "0".

P.S. the last shipment of ink that I actually received was more than 2 years ago. I think you owe me a couple of hundred bucks for failure to provide the product as advertised.

llcad33 · ‎02-21-2021

I cancelled my instant ink 6 months ago and replaced them with genuine HP ink. I am now getting an error message that "printing with non-instant ink cartridges. There is a problem with instant ink.

I sign into instant and see nothing about my being a customer, just my account information.

It printed yesterday with the same cartridges and today won't print.

Instant ink was a farce and would never had signed up for it if I realized how much of a hassle it was. Wish someone had warned me about the program.

Next time I would not buy HP, even though every printer I have had has been HP, my desktop is HP and my laptop is HP, I would not buy HP again.

Ady11 · ‎02-25-2021

I've bought a second hand hp laptop and it won't let me print due to there being a previous unpaid or cancelled instant ink subscription. I have since bought my own ink at a substantial cost and it still won't let me print. Please can someone tell me how I can troubleshoot this issue. I feel like I have wasted alot of money with HP

Jo150 · ‎03-01-2021

I've had to cancel my service because I've been massively overcharged and I now have 7 cartridges (in excess of the 2 in my printer). I spent FOUR HOURS on a chat with Support to be told at the end they couldn't help and they'd pass me to complaints.

Guess what? No contact from anyone to resolve this. So I've cancelled my plan and to stick the boot right in I now can't use any of the 7 cartridges that I've well and truly paid for.

How is this right or fair on loyal customers?! I've paid for these cartridges, WAY too much, as I'd raised and now I can't even use them!

Where do I go with this now?

kimber418 · ‎03-01-2021

Go to the Apple store and start over. HP **Bleep**!