Troubleshooting Guide

Frequently Asked Questions

My printer is not recognising the cartridge I have installed

'Cartridge not recognised' or 'Cartridge Problem' message appears on your computer or printer screen when you install a new cartridge.

This can happen if you install an incorrect cartridge or if the ink in another cartridge is getting low or depleted which will have an impact on the new cartridge being recognised.

To help rectify this issue you need to establish:

Has the correct cartridge for your printer been installed?
Has the cartridge been inserted into the correct slot?
Have you checked the ink in the other cartridges? Don't always trust your printer indicator.

Provided that the correct cartridges are inserted in the right slot, please ensure the chip contacts are clean by carefully wiping with a clean tissue.

If you are replacing ink in a machine that takes 1 black and 1 tri colour cartridge you must only replace one at a time. You should lift both cartridges, replace one and then press both back down, together. Please ensure your printer recognises both cartridges before installing the next one.

When replacing any HP cartridge always ensure that you remove all the cartridges in the printer. Put the replacement in before reinstalling the others. Close the lid and press OK. Wait for the machine to finish charging the ink. You should then be able to print effectively.

My machine takes 2 cartridges and isn't recognised. It isn't printing

If you are replacing ink in a machine that takes 1 black and 1 tri colour cartridge you must only replace one at a time.
Lift both cartridges, replace one and then press both back down together. Please ensure your printer recognises both cartridges before installing the next one. Ensure the chip contacts are clean by carefully wiping with a clean tissue.

HP inks not recognised

When replacing any HP cartridge always ensure that you remove all the cartridges in the printer. Put the replacement in before reinstalling the others. Close the lid and press OK. Wait for the machine to finish charging the ink. You should then be able to print effectively.

Where's my order?

if you place your order before 1pm it will be despatched that working day. Any order placed after that time will despatched on the following working day.

Standard delivery can take 3 - 5 working days.

Next working days orders placed before 1pm will be collected by the courier and delivered the next working day.

How do I recycle my cartridges?

Your cartridges contain all recyclable parts and can be deposited in your roadside bin. Alternatively some local charity shops take them as do Tesco.

I have received my cartridges, but my printer is not listed on the box

Unfortunately there isn't always room on the box to list every printer because there may be too many to list.
Please check that the cartridge number matches the number on the cartridges already in your printer.

My cartridge doesn't fit

Please DO NOT remove any plastic covering the printer nozzle. Please ensure all external packaging and protective plastic cradles are removed.

I have ordered the wrong inks

All ink cartridges have a number. This number should match the number on the cartridges already in your printer. This number should also be on our invoice. If you are in any doubt please contact us.