Printer Ink Cartridges & Print Quality

Adiice on recovering (or closing) an HP Instant Ink Account for which the Account e-mail Address no longer Exists

Hello

I am trying to help a customer with dementia re-activate his HP Instant Ink subscription. The front panel on his HP Envy 5020 printer is displaying the " visit hpinstantink.com" error message preventing it from printing. From past experience I know that this error occurs when the payment details on his "Instant Ink" online account with HP need updating, usually because the payment card held on the account has expired etc. so I know that we simply need to login as "him" to update the card payment details on his account, I am now trying to help his wife manage this for him going forward, but unfortunately we have the added complication that the e-mail account associated with his HP instant ink account no longer exists, so we cannot simply use the "forgotten password" option to sign into his account because his e-mail username is an email account that no longer exists and hence will not not receive a password reset account from HP.

To be honest, we think it wil be easier to close his instant ink account altogether due to his dementia and transfer management of the printer to his his wife. So please could somebody advise how we:

EITHER - Contact HP to recover access to his HP account when the e-mail address no longer exists and he doesn't have another recovery method associated with it - i.e. its not associated with a mobile phone number either as far as we know.

If we can regain access to the account we can change the contact details to those of his wife so that she can continue to manage the subscription instead.

OR - Close the account altogether and allow his printer to use "non instant ink managed" (normal store purchased) cartridges once more.

Many thanks

David J. Griffiths

Help @ Home Computers on behalf of one of my domestic IT support customers.