Subscriber death while HP+ plan is active

[Dave_Bacher]

My aunt passed away and had a HP Envy Inspire 7900e printer under HP+ - what do we need to do?

I potentially might be interested in paying the subscription as an upgrade from my B210E and Deskjet 310, if that is an option. A quick search didn't turn up anything about this situation, although it turned up some similar situations with instant ink.

I don't know if we have access to her hp.com account or not, I do know that the charges will start bouncing when we close the accounts.

[Dragon-Fur · Accepted solution]

@Dave_Bacher 

Welcome to the HP Community --

I sorry for your loss - family is a once in a lifetime connection.

There are two possible scenarios here - one or both might be true in your situation.

1) The printer is actually subscribed to HP+ -- the printer was after all, eligible at purchase.

Can the service contract be transferred from the original owner to you?

I do not know - and cannot find out for you.

You can certainly ask.  I will post the information for HP+ later in this message.

2) The printer is subscribed to Instant Ink --

An Instant Ink subscription is a very different animal from HP+.

In the first situation, if the printer is contracted to HP+, there are certain obligations and responsibilities for both HP and the customer.

Start  -- NOTES

• If you decide information for HP+ is not what you are seeking, then ignore the information and contacts for HP+ and continue at the section (later in this message) for Instant Ink .
• If you cannot tell the difference between the two, do not know, and do not want to know, continue at the section for Instant Ink.

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Extras...

User Guide - HP ENVY Inspire 7200e series - HP ENVY Inspire 7900e series

Technology Tips Video Gallery from our HP Expert greenturtle

 Technology Tips YouTube Video Help for Printers

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 Technology Tips Envy Inspire 7900e

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Year of the Dragon 2024

[Dave_Bacher]

Thank you, we've known it was coming for a little bit but it's always hard to lose someone you've known your entire life.

When I added the device via HP Smart, it reported that a HP Plus account was required.  When I attempted via the website, it reported the device was already enrolled in Plus.  So, I'm relatively sure that's the contact info I needed. Thanks.

[Dragon-Fur]

@Dave_Bacher 

You are welcome, Dave.

If all else fails, contact Instant Ink Support -- they are not the exact same people (as HP+) and Instant Ink does live to subscribe you to Instant Ink (not required). 

If the printer were subscribed in the past, it's true that the previous owner's information must be expunged from the printer.

Regardless, I should think either group should know enough to get you connected where you need to be. 

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Question / Concern Answered, Click my Post "Accept as Solution"

[Dave_Bacher]

Despite the software and website both indicating that it was HP Plus, it actually was Instant ink.  HP+ support got me to the instant ink people, who cancelled the subscription using the serial number.

[Dragon-Fur]

Yay!

Done and done.

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