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Charlie1111
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01-08-201702:07 PM
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Product: HP Officejet Pro 8500 A910
Operating System: Microsoft Windows 8.1 (64-bit)
Have the custom (personal) HPePrint email addresses been eliminated? I've had an HPePrint email of mypersonalname@hpeprint.com for more than five years and I can't seem to ADD my printer to my HP Connected Account.
Most of the examples show some random characters like 8efXA73upw@hpeprint.com and the instructions call for using everything appearing before @hpeprint.com as your CLAIM CODE, so in this example,8efXA73upw, would be the claim code. Well, I've attempted to use "mypersonalname" as my CLAIM CODE and it will not ADD my printer to my HP Connected account.
This is very frustrating. Can somebody please help me with this? My goal is to keep my HPePrint email address. I don't need help wiping everything out and getting a new email address. I know how to do that. I just keep getting "INVALID CLAIM CODE" when I try to add "mypersonalname" as my claim code.
Any idea how to fix this?
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CloudQueen
292 51 16 5,810
Level 6
01-08-201705:41 PM
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Hi Charlie1111,
I am sorry to hear you're frustrated. As you discovered, the personal, customized HP ePrint email address you created for your printer cannot be used as the claim code. Only the random selection of numbersand letter preceeding '@hpeprint.com' can be used as the claim code.
I'd like to ask you a few questions to see if I can help you add your printer to HP Connected without turning off Web Services.
How did you create a customized HP ePrint email address for your printer? Were you previously using your customized HP ePrint email address with an HP ePrintCenter account? Do you already have an HP Connected account or an account with HP Instant Ink?
Cloud Queen
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1 person found this reply helpful
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Charlie1111
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01-08-201706:18 PM
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Thank you for your help.
Yes. I've had my email address since before HP Connected was rolled out. I used the old platform to create my email address. I can still send print jobs to it and it works perfectly. I just can't add my printer to the HP Connected account. The previous version of HP ePrint Web Services was called something else; like HP ePrint Center. My printer even prints out the sheet with the email address as I mentioned in my original post.
Hope I answered your questions.
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CloudQueen
292 51 16 5,801
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01-08-201706:52 PM
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Thank you @Charlie1111, your answers were very helpful. 🙂
Have you confirmed your country/region supports HP Connected? If not,please go to HP Connected, then click the country/language arrow to reveal the different countries/regions HP Connected support.
If your country/region does not support HP Connected, go to HP ePrintCenter is Retired for more information about how the retirement affects your printer.
If your country/region is supported, then go to Setting Up an HP Connected Account > FAQs > Can I reuse a customized printer email address. I think you will find the information helpful.
How long ago did you print an Information Sheet with the claim code? Has it been days or a few hours?
Cloud Queen
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Charlie1111
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01-08-201707:08 PM
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I'm in the United States. I printed a couple of sheets earlier today and still could not use my name as a claim code only a minute after printing it.
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ShlomiL
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01-08-201710:57 PM
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Hi.
A Claim Code is only valid for 24hours, as you recieve an invalid claim code it means your code was expired and you would need a new valid claim code to register to HP Connected.
On your printer control panel, touch the HP ePrint 
icon, then press on Settings.
Select Remove Web Services and confirm any prompt.
Now tap the HP ePrint icon again, follow teh steps to re-enable HP ePrint.
A new information sheet with a valid claim code will be printed within several minutes, use that code to customize your address at hpconnected.
Regards,
Shlomi
Click the Yes button to reply that the response was helpful or to say thanks.
If my post resolve your problem please mark it as an Accepted Solution 🙂
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CloudQueen
292 51 16 5,776
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01-09-201708:01 AM
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Hi @Charlie1111,
Good to know your country/region supports HP Connected.
Are you saying that your customized printer email address displays on the information sheet instead of a random selection of numbers and letters when you turned off, then turned on Web Services?
Cloud Queen
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CL1111
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01-09-201712:16 PM
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Thank you, Shlomi.
I just turned off Web Services, turned it back on again, it went through the normal stages of "Updating" and "Connecting" etc. and then I clicked "Print Info Page" and my printer printed the same email address in my account which is myname@hpeprint.com and I immediately logged in to my HP Connected account, clicked "Add Printer" entered "myname" as my claim code and received the same error message of "invalid claim code."
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CL1111
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01-09-201712:19 PM
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Yes. That's exactly what I'm saying. I just repeated the process again and reported the same results for Shlomi in another reply to his post.
It's really quite frustrating as I'm pretty savvy with most of this stuff. Something is buggy in the network and blocking me from adding my printer using 'myname' as my claim code. Whoever wrote the code for entering valid claim codes must have blocked any code that does not contain numbers, which my name does not.
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CloudQueen
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01-09-201712:50 PM - edited 01-09-201701:29 PM
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Thank you for clarifying the issue. Turning off Web Services should have removed the customized email address from your printer, but it did not.
I suggest you reset the printer to factory default settings. It should erase the customized printer email address and allow you to get a new claim code generated by the HP ePrint server. Go to Officejet 8500 reset help for the steps.
After you reset the printer, turn on Web Services to get a claim code.
Let me know if that helps.
Cloud Queen
I am an HP employee. I work on behalf of HP.
Click the thumbs up + button if I have helped you.
Mark Accepted Solution if your problem is solved.
1 person found this reply helpful
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