Pages used goes up without using the printer

[CubAme]

I joined HP Instant Ink a couple of years ago and recently I noticed that the pages count goes withou me even using the printer.

On Dec. 25th I've a count of 48 pages used out of 50 in the plan, I don't think I used that many pages, but I started to keep my eyes on it and today (12/28/2017) I check again and without using de printer at all the count is 2 pages used out of 50 in the plan.

Why my count on pages used is going up if I haven't use or print any page and I'm the only one using the printer?

Thank you,

Federico 

[A4Apollo]

Hey there! @CubAme, Thanks for stopping by the HP Support Forums!

I understand the page count on your printer has increased without using the printer.

Don't worry I'll try to help you out.

Did you make any changes to your printer?

As you mentioned the page count on your printer has increased without using the printer.

Please share few details in a private message, so I can check the account details and credit the pages to you.

Printer Model Name

Serial Number of the printer

Instant ink Email Address

Instant Ink Account Number

Address to ship the cartridge

Do you need black or color ink cartridges?

If the solution provided worked for you, please mark accepted solution for this post.

Hope to hear from you soon!

I hope you have a great day! 🙂

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!

[CubAme]

Hey MrRobot,

Thank you for the reply and sorry for the delay responding back to you, I've been busy with the holidays... by the way Happy New Year for you and your Family... below is the information you requested:

To answer your first question "Did you make any changes to your printer?"... No, I haven't make any changes to the printer, I rarely use it.

Printer Model Name: HP Officejet 4630

Serial Number of the printer: [Personal Information Removed]

Instant ink Email Address: [Personal Information Removed]

Instant Ink Account Number: [Personal Information Removed]

Address to ship the cartridge: [Personal Information Removed]

Do you need black or color ink cartridges?... According to HP Instant Ink I have black & color ink cartridges on the way.

If you need any other information please let me know.

Sinserely,

Federico "CubAme"

[MKazi]

@CubAme

Hi Federico and Happy New Year to you too. 

As @A4Apollo is out of the office today, I'm replying to you. 

Thank you for replying with the requested information.

Could you please check if some other user at your place could be printing in your absence? Even making a photocopy is counted in the instant ink pages. 

Let me know and I'll be glad to assist you further. Cheers! 🙂

[CubAme]

Hey MKazi

No, nobody else use the printer, I do not photocopy anything for a while, only thing I do is scan my paycheck every week, does that count?.... because I don't print it just scan it.

Thank you,

Federico

[CubAme]

I couldn't find the way to private message you 😞

Hi MKazi,

You sent me a PM about the count for last cycle (48 pages) and the new cycle (2 pages)... I know that and that's why I started this whole "investigation" because I don't think I used 48 pages last cycle and then after the new cycle started with 2 pages without even using the printer.

All I need is for you to check the system to be sure you are working well... 

Thank you,

Federico

[MKazi · Accepted solution]

@CubAme

Hi Federico,

Is the option to send a private message grayed our or is it absent? Please try using a different web browser and check if that helps.

Secondly, this is a rarest of the rare cases that pages get automatically deducted from your plan. However, this needs to be rectified so that it does not repeat in the future. Therefore I suggest you to reach out to our dedicated instant ink phone support for further help. I have sent you a private message with the direct phone no. 

Hope this helps. Good luck!