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Item not compatible, not recognised or isn't working?

We are sorry to hear your product is not compatible. Please look at the below information to assist you before getting in touch.

This is a generic reset procedure if it does not work we advise checking the specific reset for your printer with the manufacturer.

For Drum Units : When installing a new Drum the machine needs to be reset - Google the machine reset process for your specific printer model.

A generic reset for all printers that can be tried:

Take the cartridge out of the printer and check all the packaging has been removed from the cartridges

When the printer is still on, pull the power cable out the back of the printer and leave the printer off for 5 minutes. This process is to reset the printer memory

If the cartridge contains a micro chip, while the cartridge is out of the printer give the chip a good wipe with a tissue or cloth.

Ensure that the inside of the printer is clean and that there are no sensors that have been covered with toner powder.

Wait for at least 5 minutes and then turn the printer back on and insert the cartridge, making sure that it is clicked firmly into place in the slot within the printer

This will reset the printer and in most cases it will resolve the issue.

For Toners or Inks :

Give the chip on the ink or toner cartridge a wipe with water as sometimes this can become contaminated. Also please perform a reset on the printer:

Take the cartridge out of the printer and check all the packaging has been removed from the cartridges

When the printer is still on, pull the power cable out the back of the printer and leave the printer off for 5 minutes. This process is to reset the printer memory

If the cartridge contains a micro chip, while the cartridge is out of the printer give the chip a good wipe with a tissue or cloth.

Ensure that the inside of the printer is clean and that there are no sensors that have been covered with toner powder.

Wait for at least 5 minutes and then turn the printer back on and insert the cartridge, making sure that it is clicked firmly into place in the slot within the printer

This will reset the printer and in most cases it will resolve the issue.

Printer models can vary instructions on how to do a reset for your specific printer can be found on the manufacturers website or a google search.

Also try not to mix our compatibles and OEM's (original brands) and other compatibles compatibles (both inks and toners) try the above steps using only our ink or toner in the printer.

Should the above fail and you've ordered a multi pack please try the second set, do not worry about opening anything it can still be returned/replaced.

Once you've confirmed none of the above works, please open a return request by clicking here

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