Unable to get Instant Ink to send me a black cartridge

[jruocco29]

My printer is new. It came with 2 mini cartridges, which ran out immediately. I replaced the black one with a store-bought HP brand cartridge. I'm now being told that you're no longer sending black ink at all, because "Non HP Instant Ink cartridge installed: We can't determine your next shipment, because we aren't able to read your ink levels."

So I think I'm now supposed to go pay double for cartridges -- once at the store because mine have run out completely, and once through Instant Ink (which I won't receive for 2 weeks).

Since I need to print now-- not in 10 business days-- I want to buy another HP brand cartridge, but it doesn't look like you'll permit me to do that. Please explain how I can use my own cartridges and still get InstantInk to send more. Do I have to leave the empty starter cartridge in the printer before you'll send more?

[Kumar0307]

Hi @jruocco29

Welcome to the HP Support Community. I'd be happy to assist you.

Have you received the welcome kit from HP that contains ink cartridges?

As the issue is related to Instant ink cartridges, I need more information to help you out.

Since the instant ink account details are confidential, please send me the required information via private message.

I am sending you a private message with the information required.

• In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Hope this helps! Keep me posted. 

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Have a great day! 

[jruocco29]

I solved the issue by going to someone else's house & using their printer to finish my job in time. Eventually I got the HP welcome kit, long after I needed them. It's still a mystery whether I'll be able to use a non-InstantInk cartridge next time my InstantInk one runs out in the middle of a job.

[Kumar0307]

@jruocco29

Apologies for the inconvenience. The delay in shipment is due to the pandemic situation. Instant Ink servers will detect the level of ink in your printer and dispatch a replacement ink cartridge before it runs out. You need not buy ink cartridges from a local store.

Keep us posted for any other assistance.