Ink cartridge help
Recognition problems, protective tape, air vents, missing colours, head cleaning, alignment and ink-level warnings.
Ink cartridge supportSimple help for ink, toner and drum problems
From cartridge recognition messages and low-toner warnings to firmware issues, print-quality problems and Brother reset guides, our support centre is here to help you get printing again.
Before you start
Keep the cartridge and packaging, make a note of the exact printer message and have your printer model, cartridge code and order number ready. Please do not discard a cartridge until our support team has completed its checks.
Chat Assist
Ask Chat Assist
Need help working out what to try next?
Tell Chat Assist your printer model, cartridge code and the exact message or print problem you are seeing. It can guide you through the most relevant checks and point you to the right support guide.
What problem are you having?
Choose the issue that most closely matches what your printer is showing.
Cartridge not recognised
Help with incompatible, unsupported, missing or incorrectly installed cartridge messages.
View recognition helpPrinter still says empty
What to do when a low-ink, low-toner or replace-cartridge message remains after installation.
View toner and reset helpPoor print quality
Troubleshoot faded pages, streaks, lines, missing colours, marks and uneven printing.
Diagnose print problemsDrum warning or message
Understand the difference between toner and drums, and learn when a drum reset is required.
View drum helpHP firmware problem
Guidance for HP cartridges that stop being recognised following firmware or printer software changes.
View HP firmware helpXerox toner not recognised
Help with unsupported toner, invalid cartridge and supply-recognition messages on Xerox printers.
View Xerox guidanceChoose your cartridge type
Follow the support route for the type of product installed in your printer.
Toner cartridge help
Installation checks, transport seals, toner warnings, reset procedures, faded printing and supply messages.
Toner cartridge supportDrum unit help
Drum replacement, drum counter resets, repeating marks, background shading and drum-life messages.
Drum unit supportFeatured support guides
Detailed guidance for some of the most common brand-specific issues.
HP firmware and cartridge recognition
Understand firmware-related recognition messages, Dynamic Security, automatic updates and the information our support team may need.
Read the HP firmware guide →Xerox toner not recognised
Troubleshoot unsupported toner, invalid cartridge and supply-installation messages before returning the product.
Read the Xerox toner guide →Brother TN-243 and TN-247 reset guides
Model-specific guidance for resetting toner counters on Brother colour laser printers using TN-243 and TN-247 cartridges.
View Brother toner resets →Brother drum replacement and reset guides
Learn how toner and drum units work together, how to replace a drum and how to reset the correct drum counter.
View Brother drum guides →Quick cartridge checks
These simple checks resolve many cartridge problems without requiring a return.
- Confirm that the cartridge code matches your exact printer model.
- Remove all protective tape, clips, seals and transport covers.
- Reinstall the cartridge firmly in the correct colour position.
- Check the printer display and note the exact wording of the message.
- Switch the printer off fully and disconnect the power for two minutes.
- Print a test or supplies-status page where your printer allows it.
Do not discard a cartridge because of a recognition message or print-quality problem. We may need photographs, a test page, cartridge codes or the original product for inspection before completing a replacement or refund.
Common support questions
Will using a compatible cartridge damage my printer?
A correctly matched and properly installed compatible cartridge should not damage your printer. Our compatible cartridges are also covered by our two-year warranty for additional reassurance.
Why does my printer still show low ink or toner?
Some printers continue to display an old supplies message after a cartridge is replaced. In other cases, a toner or drum counter may need to be reset using the correct procedure for that printer model.
Should I update my printer firmware?
Firmware updates can contain security, reliability and printer-function improvements, but some updates can also affect cartridge recognition. Review the guidance for your printer brand before changing update settings.
What information should I send to customer support?
Please provide your order number, exact printer model, cartridge code, the message shown on the printer and photographs where possible. A test print may also help us identify the cause.
Should I return the cartridge immediately?
No. Contact us before posting anything back. Many issues can be resolved through straightforward checks, and we will provide the correct return instructions if a return is required.
Still need help?
Use Chat Assist for guided troubleshooting, or contact our UK-based support team with your order number, printer model, cartridge code and the exact message or print problem you are experiencing.