ID and password required to scan on HP scanner using HP Smart

[genbun]

At some point after years of successful use, HP Smart required an ID and password in order to scan on my HP printer/scanner,  My HP ID and password will not work.  How do I find out what that ID and password are so that I can scan?

[Kuroi_Kenshi]

Hi @genbun,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

It can be frustrating when something that worked for years suddenly asks for credentials and won’t accept what you’ve always used. I know how confusing it feels when the sign-in screen keeps coming back. The good news is this is usually related to the app account, not the scanner hardware, and it can be resolved.

Before we proceed, please confirm:

Are you being asked to sign in inside the HP app?

Are you using Windows or macOS?

Meanwhile, you can follow these steps:

Step 1: Verify the Correct HP Account

• Open the HP app.
• Select the profile icon or Sign In option.
• Use the email address originally used to set up the printer.
• If unsure, check older emails for HP account registration messages.
• Do not use your computer login or WiFi password. It must be your HP account email and password.

Step 2: Reset the HP Account Password

• On the HP app sign-in screen, select “Forgot password.”
• Enter your HP account email address.
• Check your inbox and spam folder for the reset link.
• Create a new password.
• Sign back into the HP app and test scanning.

Note: The scanner does not create its own password. It uses the HP account credentials linked to the app.

Step 3: Sign Out and Sign Back In

• Open the HP app.
• Select your profile or account settings.
• Sign out completely.
• Close the app.
• Reopen the app and sign in again using your HP account.

Step 4: Remove and Re-Add the Printer in the App

• Open the HP app.
• Select your printer.
• Choose Remove Printer.
• Select Add Printer.
• Follow the setup steps and sign in when prompted.

Step 5: Check for App Updates

• Open Microsoft Store or Mac App Store.
• Search for the HP app.
• Install any available updates.
• Restart the computer and test scanning again.

If the password reset does not work, please confirm whether the sign-in screen appears before scanning or only when you try to start a scan.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,