Updated: March 24, 2023
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by Anton Hrytsaienko
Tech Expert & Writer
619 resolved issues
Verified Expert in:
Tablets, Apps, Windows issues

The printer keeps telling me that there is a problem with my account

and that it won't print until taken care of. What's wrong with my account? Do I owe a payment?

Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?

Customer Replay


Nice to meet you, *****!
What printer model is it?

Customer Replay

HP OfficeJet Pro 9015e


When does this problem happen?

Customer Replay

When I send a print job from either my laptop or phone

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Tell me please , does it tell what you have to take care of ?

Customer Replay

No, just that there is a problem with my account.

Did you ever use HP Ink?

Customer Replay

Yes, my card that was used had to be replaced because of unauthorized use

Did you replace the card on HP Ink website?

Customer Replay


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Tell me please do you have HP Ink business account or just basic one?

Customer Replay

should be business account
I am not sure

Try please sign in on this page : https://admin.hpsmart.com/
If it will sign in you , it means you have business account.
Please let me know if it will or will not.

Customer Replay

ok, thanks!

I will wait here:)

Customer Replay

it let me in and recognized me but there is nothing past due

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  1. Open "Account" in the left menu, then "Billing".
  2. Expand the section for your current billing method and click Update Payment.
  3. Select Business and then enter your payment details.
    Can you please try that?
Customer Replay


Let me know how everything is going.

Customer Replay

I did what you requested but only account profile and preferences show on screen and no way to make update under either

Maybe you have just basic account .

  1. Open this page : https://instantink.hpconnected.com/subscriptions
  2. Click  "Account"  in the left menu, then "Billing".
  3. Click "Change Payment Method" to open the Billing details window.

When you update your payment method, you must re-enter all information, including
card number, CVV, and expiration date.
Can you please follow steps above ?

Customer Replay

Thank you for your time. It has let me update the card information

Now please try printing.

Customer Replay


Let me know how everything is going.

Customer Replay

it is printing, thank you very much!

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