Have I been SCAMMED?!!!!!!!

[hollib]

I just called HP to fix a scan error I received on my printer. It reads: Scan Error: Username or password is incorrect. Make sure both are valid. I spoke to a HP CS Rep. and he says my printer has been hacked and a new replacement will be sent out. All good until  he said that I need to connect to my bank to make sure the original amount I paid will be refunded BUT I need to log into  my bank so they can proceed. (A new printer will be sent and charged for the original price I paid at the time of delivery.) I immediately hung up because ......

.......I think I'm being SCAMMED. Why does HP wants me to connect to my bank while they are "remotely" on my call. 

Does anyone have any experience working with HP like this? This may be legit BUT I thought I'd see IF anyone else has come across this. HELP!

[Irfan_06]

Hi @hollib,

Welcome to the HP Support Community.

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

You were absolutely right to hang up—this is a scam, not a legitimate interaction with HP. Here's why:

Unusual Request to Access Your Bank: Legitimate companies, including HP, never ask you to log into your bank account during a support call. This is a major red flag.

Remote Access and Bank Interaction: Scammers often exploit remote access to manipulate or steal sensitive financial information under the guise of helping with a refund or troubleshooting.

HP Support Policies: Genuine HP customer support will handle replacements or refunds through official channels. They will not require you to log into your personal financial accounts.

Take care and have a great day ahead!

Irwin6

HP Support

[hollib]

Hi Irwin6,

Thank you for your assistance on this matter.

Can you please give me a legit HP Customer Support number? I googled HP Customer Support and the number I used [content removed] was listed as an official site for HP Customer Support which I know now is a scam. I still need to contact HP to see why my printer will not scan documents to my email. I have NOT changed my username or password.    

Thanks again for the info you gave me.

[Irfan_06]

Hi @hollib,

I understand you're experiencing an issue with scan to email from your Printer.

I apologize for any inconvenience this may have caused, I'm here to help you today.

Please follow the below steps to fix the issue.

1. Verify Email Setup

• Ensure the email setup is configured correctly on the printer. You can do this through the HP Embedded Web Server (EWS):
  1. Obtain your printer's IP address by printing a Network Configuration Page.
  2. Enter the IP address in your web browser.
  3. Navigate to Scan > Email Setup and verify the settings.
  4. Test the configuration by sending a test email.

2. Check Internet Connection

• Confirm that the printer is connected to a stable internet network. If you're using Wi-Fi, ensure the signal strength is strong.

3. SMTP Server Settings

• Ensure the SMTP server details (e.g., SMTP address, port, encryption) are correct. For example:
  • Gmail SMTP settings:
    • SMTP Server: smtp.gmail.com
    • Port: 465 (SSL) or 587 (TLS)
    • Requires authentication: Yes
  • Use an app password for Gmail if 2-Step Verification is enabled.

4. Firmware Update

• Update the printer firmware:
  1. Open the HP Smart App or printer software on your computer.
  2. Navigate to the settings and select Printer Maintenance > Update Firmware.
  3. Kindly refer to the steps on this link to update the printer firmware.

5. Firewall/Network Restrictions

• Check your network's firewall or router settings to ensure the required ports for email communication are open.

6. Email Service Provider Limitations

• Some email providers have restrictions or rate limits. Check with your email provider to ensure there are no blockages.

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

I hope this helps.

Take care and have a good day

Irwin6

HP Support