SmartFriend Frequently Asked Questions

The Basics

What is HP SmartFriend?

HP SmartFriend provides simple answers to all your tech questions for any device or brand with round-the-clock expert support. Call us anytime and quickly connect to a real person who can help resolve your tech issue. With one less thing to worry about, you can have total peace of mind.

What are the benefits of HP SmartFriend?

HP SmartFriend delivers total peace of mind by providing a dedicated phone number to quickly get support regardless of how big or small your issue is. Anytime you need us you'll have access to tech support. You can contact HP SmartFriend by calling 1-844-814-1800 (U.S.).

Our most common issues we resolve are:

Internet connection
PC, printer, accessory, and email setup and troubleshooting
Operating system, driver, and software updates
Device health optimization
Virus, spyware, and malware removal assistance
PC migration and back up assistance
PC startup and other common errors

How does remote access work?

Often to resolve an issue, HP SmartFriend agents will need to remotely access your device with your permission. We use a 128-bit encrypted connection establishing a unique, secure one-to-one session that prevents others from viewing or accessing the session. You are always in control and for any reason you can end the session.

Once my remote session is complete, can HP access my device?

Once your session has ended, HP SmartFriend has no ability to access your device without your permission. HP SmartFriend agents can only access your device when you request help and grant permission.

How often can I call HP SmartFriend?

You can call HP SmartFriend as much as you'd like if you're a current subscriber or have pre-paid for the service. However, our one-time service plan, will help you resolve a single issue. Please see our Terms of Service for details.

When can I call HP SmartFriend?

HP SmartFriend agents are available 24 hours, 7 days a week, 365 days a year at 1-844-814-1800 (U.S.).

I travel a lot; can I still contact HP SmartFriend?

Yes, you can contact HP SmartFriend by calling 1-844-814-1800 (U.S.). There may be additional charges for international calls outside the US. Please, check with your service provider for specific international calling rates and fees.

What language(s) does HP SmartFriend support?

English only at this time.

How quickly can I expect to have my issue resolved by an HP SmartFriend agent?

Our agents work as quickly as possible to resolve your issue. Resolution time varies based on troubleshooting steps and the complexity of the issue.

Can HP SmartFriend give me tips on how to use my device and software?

HP SmartFriend agents can provide instructions on how to use software and features of your device.

Is my device eligible for HP SmartFriend support?

We support most personal consumer devices including computers, tablets, printers and their accessories regardless of the brand, including:

Microsoft® Windows-based operating system (version 10 or greater, includes laptops, desktops and tablets
MacOS (version 11 or greater, includes both laptops and desktops
ChromeOS, Android OS (version 11 or greater)
Apple iOS (version 12.5.7 and greater)
All licensed, updated software that meets its hardware and OS requirements
Accessories such as printers, mice, keyboards, headsets, and routers.

Subscription and Account Management

How do I make changes to my HP SmartFriend subscription?

You can easily update your personal information and payment details for your HP SmartFriend service via the My Subscriptions page (sign-in required).

How do I cancel my HP SmartFriend subscription?

You may cancel your HP SmartFriend subscription at any time through the following methods:

Online through the My Subscriptions page (sign-in required)
Phone by calling 1-866-211-5207

You have a 30-day window to cancel without penalty fees and changes made to your subscription must be made 48 hours in advance of the scheduled payment processing date to reflect prior to the next scheduled payment. Upon cancellation, you will no longer be charged. Please see our Terms of Service for full details.

*See our Terms of Service for more details.

©Copyright 2023 HP Development Company, L.P. The information contained in is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.
Microsoft and Windows are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.
4AA8-0171ENUS - March 2024

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Offers subject to change, not combinable with all other offers, and exclusions may apply, while supplies last. HP may impose a purchase quantity limit (for example, 3 units per order). Taxes, shipping, and other fees may apply as applicable. HP reserves the right to cancel orders arising from pricing or other errors. Prices, specifications, availability, and terms of offers may change without notice. Price protection, price matching or price guarantees do not apply to Intra-day, Daily Deals or limited-time promotions. These terms apply only to products sold by HP.com; reseller offers may vary. Items sold by HP.com are not for immediate resale. Orders that do not comply with HP.com terms, conditions, and limitations may be cancelled. Contract and volume customers not eligible.

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Not all features are available in all editions or versions of Windows. Systems may require upgraded and/or separately purchased hardware, drivers, software or BIOS update to take full advantage of Windows functionality. Windows is automatically updated and enabled. High speed internet and Microsoft account required. ISP fees may apply and additional requirements may apply over time for updates. See http://www.windows.com.

Earn HP Rewards on select products from the following categories: Laptops, Desktops, Printers, Business PC’s, select Accessories, and select Ink, Toner & Paper. Exclusions apply, and program membership required. See details HP Rewards

The personal information you provide will be used according to the HP Privacy Statement

✦America’s most trusted printer brand: Based on 2022 semi-annual internal brand surveys commissioned by HP.

*2 years of ink included with the best print quality every time: Based upon 150 and 200 pages per month of HP Smart Tank customers’ usage. Actual yield varies considerably based on content of printed pages and other factors. Average yield based on ISO/IEC 24711 or HP testing methodology and continuous printing. Some ink from included bottles is used to start up the printer. For details, see: www.hp.com/go/learnaboutsupplies. Print quality tested on everyday paper. Compared to the majority of in-class, 3:1 and 4:1 duplex, wireless A4 ink tank printers under $552 USD. Printers selected by market share as reported by IDC Quarterly Hardcopy Peripherals Tracker – Final Historical CYQ2 2023. Claim based on publicly available information as of September 2023 and Keypoint Intelligence hands-on testing and study in September 2023 commissioned by HP. Details: www.keypointintelligence.com/hpbesteverydayprintquality.

**Copilot in Windows (in preview) is available in select global markets and will be rolled out to additional markets over time. See microsoft.com/en-us/windows/windows-10-specifications for more information.

⁺Deferred Interest, Payment Required Plan: Interest will be charged to your Account from the purchase date if the promotional plan balance is not paid in full within the promotional period. Minimum payments are required for each Credit Plan. Minimum payments are NOT guaranteed to pay the promotional plan balance within the promotional period. You may have to pay more than the minimum payment to avoid accrued interest charges. Valid for single transaction only. Gift cards do not qualify for promotional plans. Qualifying purchases will automatically be placed on a promotional plan. If purchase qualifies for more than one plan, it will be placed on the qualified plan with the longest promotional period. As of October 2024, terms for new Accounts: Purchase APR of 35.99%. Minimum interest charge is $3 in any billing period in which interest is due. A fee of $2.99 per month may apply for each paper billing statement mailed to you. You can avoid this fee by enrolling in paperless statements. Existing Account holders: see your credit card agreement for Account terms.

Credit account offers are subject to credit approval.

HP Credit Accounts are issued by Comenity Capital Bank, a Bread Financial™ Company.

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