Refresh EZ Print Subscription Service FAQs

Find answers to all of your EZ Print Subscription questions or browse by FAQ category below!

Ink & Toner Shipments

For Refresh Ready printers with subscription-ready cartridges installed at time of enrollment: Your Refresh Subscription became active immediately when you enrolled. You’ll receive your first Refresh Subscription ink/toner shipment when your current ink/toner levels start to run low.

For printers without Refresh subscription-ready cartridges installed at time of enrollment: Within one week after enrolling, you’ll receive your first supply of Refresh Subscription ink/toner. Install your Refresh cartridge(s) right away to activate your Refresh EZ Print Subscription.

How do I know if my printer has Refresh subscription-ready cartridges installed? You can check by going to your Account Dashboard and at the top of “Your Printer and Plan Details” section you’ll see a notification. If this notification says “you’re using a non-Refresh cartridge” or “Insert your Subscription Activation Cartridge(s)” then you do not currently have subscription-ready cartridge(s) installed.

For further assistance, call our Refresh Subscription Specialists at (855) 996-0277 Monday-Friday 9am-9pm ET.

You’ll automatically receive new ink/toner when your printer needs it; there is no set schedule. Brother’s exclusive printer technology monitors your ink/toner levels and immediately sends out new Refresh Subscription ink/toner when you start to run low, so you never run out.

For further assistance, call our Refresh Subscription Specialists at (855) 996-0277 Monday-Friday 9am-9pm ET.

You can track your ink/toner shipments by going to your Account Dashboard > Menu > Shipping information > Scroll to the View Tracking button on the bottom right.

For further assistance, call our Refresh Subscription Specialists at (855) 996-0277 Monday-Friday 9am-9pm ET.

Viewing Print Volume, Rollover & Additional Pages

You can monitor how many pages you’ve been printing by going to your Account Dashboard. The main screen shows your current month’s print activity.

You can also view past months’ print volumes by clicking Print History or go to Menu > Print History > scroll to view your Print History.

For further assistance, call our Refresh Subscription Specialists at (855) 996-0277 Monday-Friday 9am-9pm ET.

If you print less pages than your plan’s monthly page allotment, the unused pages are automatically rolled over for future use. Rollover pages are added on top of your plan’s monthly page allotment to use going forward and never expire.

You can rollover a maximum of double your print plan’s page allowance. For example, if your plan includes 300 pages, you can rollover 600 pages.

For further assistance, call our Refresh Subscription Specialists at (855) 996-0277 Monday-Friday 9am-9pm ET.

Each print plan allows you to print more pages than your plan allotment. When this occurs, you will receive an email notification and you can choose to:

  • Stay on your current plan and simply pay additional page set charges. Each plan has a different number of additional pages you can print per $1 added charge.
  • Upgrade to a plan that includes more pages to avoid additional page charges.
  • To view your plan options or change your plan, go to your Account Dashboard > Menu > My Plans and Printers > Change Plan

For further assistance, call our Refresh Subscription Specialists at (855) 996-0277 Monday-Friday 9am-9pm ET.

Changing My Print Plan

You always have the flexibility to change your plan to best fit your printing needs.

To change your plan, go to your Account Dashboard > Menu > My Plans and Printers > Click Change Plan button > Select new plan > Click Change Plan.

A plan upgrade is effective immediately, whereas a plan downgrade will take effect at the start of your next billing period. You may change your plan once per billing period.

For further assistance, call our Refresh Subscription Specialists at (855) 996-0277 Monday-Friday 9am-9pm ET.

Troubleshooting & Notifications

Your Refresh Subscription does not work unless you have Refresh Subscription ink/toner cartridge(s) installed in your printer.

If you recently enrolled and see this message: you will receive your Refresh Subscription cartridge(s) within one week after enrolling. Install the Refresh Cartridge(s) in your printer immediately upon receipt to activate your subscription.

For further assistance, call our Refresh Subscription Specialists at (855) 996-0277 Monday-Friday 9am-9pm ET.

When you see this notification, please check and ensure that your printer is powered on and connected to WIFI.

When your printer is offline, your Refresh Subscription cannot monitor your ink/toner levels and you run the risk of running out of ink/toner and not being able to print.

If you have confirmed that your printer is powered on and connected to WIFI, and you are still having trouble with this, please contact a Refresh Subscription Specialist at (855) 996-0277 Monday-Friday 9 am through 9 pm ET and we will be glad to assist you.

You can track your ink/toner shipment by going to your Account Dashboard > Menu > Shipping Information > Scroll down to Shipping Information section click “View Tracking” button to see status.

For further assistance, call our Refresh Subscription Specialists at (855) 996-0277 Monday-Friday 9am-9pm ET.

There are a few reasons that could cause you to be unable to print.

  1. Have you checked that your printer is powered on and connected to WIFI? If this is not the case, then your printer will not print.
  2. Did you remove any Refresh Subscription Ink/Toner Cartridge(s)? Removing a Refresh Subscription cartridge or removing just one of your four Refresh Subscription color cartridges and replacing it with a non-Refresh cartridge will cause your printer to stop printing.
  3. Are you experiencing a credit card processing issue? Brother may temporarily cease access to your Refresh Subscription if we cannot collect payment from your credit card, in which case your printer will stop functioning until we receive payment.

To update your credit card: Go to your Account Dashboard Menu > Billing Information > Update Billing Information > Enter required fields > Save Updates.

For further assistance, call our Refresh Subscription Specialists at (855) 996-0277 Monday-Friday 9am-9pm ET.

Our Refresh Subscription Specialists can assist you to reset your password. Please call (855) 996-0277 Monday-Friday 9am-9pm ET.

Please click here for assistance with this issue.

Account Information Changes

To add a printer to your account, go to your Account Dashboard > Click “Add New Printer” button > Follow setup direction.

For further assistance, call our Refresh Subscription Specialists at (855) 996-0277 Monday-Friday 9am-9pm ET.

A credit card is maintained at the account level. If there are multiple printers on one plan, the monthly subscription fee will be charged to a single credit card.

To update your credit card, go to Account Dashboard > Menu > Billing Information > click Update Billing Information > Enter updated information > Click "Save".

For further assistance, call our Refresh Subscription Specialists at (855) 996-0277 Monday-Friday 9am-9pm ET.

To view or change your shipping address, go to your Account Dashboard > Menu > Shipping Information. You can use a different shipping address for each printer enrolled.

  1. Scroll down to view “Your Saved Shipping Addresses”.
  2. If your desired shipping address is not listed here > Click “Add New Shipping Address” button > Enter new shipping address > Click “Save”.
  3. Scroll up to “Your Printers” and click “Change Shipping Address” for the printer desired.
  4. Select the address you want ink/toner delivered to > Click “Save”.

For further assistance, call our Refresh Subscription Specialists at (855) 996-0277 Monday-Friday 9am-9pm ET.

To change your account to tax exempt, go to your Account Dashboard > Menu > Billing Information > Click the checkbox next to Tax Exempt status.

Clicking this box does not make your service tax exempt. You must submit your tax exemption certificate via the form. Until Brother receives a valid Sales Tax Exemption Certificate, you will be charged sales tax as applicable.

Tax Exempt checkbox example

To submit your Tax Exemption Certificate: Click the “Sales Tax Exemption Certificate” link > click “Choose File” > attach PDF of your Sales Tax Exemption Certificate (PDF file must be less than 100MB to upload) > click "Submit".

For further assistance, call our Refresh Subscription Specialists at (855) 996-0277 Monday-Friday 9am-9pm ET.

Your certificate is subject to review and approval by the Brother Tax Department. The tax department will contact you via the email on file within 7 business days after submission if there are any problems with your tax certificate. If we cannot verify your tax-exempt status or if your certificate is deficient, we reserve the right to charge the applicable sales tax to the payment method on file. Brother does not accept reseller certificates or EIN (Employer Identification Number) from the IRS as a valid tax-Exempt Certificate. Certificates are kept on file for one (1) year, unless the terms of your certificate specify otherwise.

Click here for instructions on updating your account.

For further assistance, call our Refresh Subscription Specialists at (855) 996-0277 Monday-Friday 9am-9pm ET.

Click here for instructions on returning your original printer.

For further assistance, call our Refresh Subscription Specialists at (855) 996-0277 Monday-Friday 9am-9pm ET.

Cancelling my Refresh Subscription

You can cancel your Refresh Subscription at any time for any reason with no penalty.

Before you cancel: please make sure you have non-Refresh ink/toner cartridge(s) ready to install in your Brother printer. The Refresh Subscription cartridge(s) installed in your printer will stop working immediately upon cancellation.

To cancel: go to your Account Dashboard > Menu > My Plans and Printers > Click “Cancel” button > Follow prompts.

For further assistance, call our Refresh Subscription Specialists at (855) 996-0277 Monday-Friday 9am-9pm ET.