Hi Anne Marie I am sorry that you didn't get what you expected from the order. I can understand if you're upset. First of all counterfeit and used cartridges can be hard to identify. It is a good practice to verify if the cartridges you receive are authentic at: hp.com/anticounterfeit Perhaps the contacts on the cartridge got smudged or are damaged so that it is not recognized by your printer. You can carefully polish the copper contacts on the cartridge (and the matching ones inside the printer) with some kind of lint-free material to get off fingerprints or dust. If that does not help please consider returning it: www.staples.com/sbd/cre/help-center/returns-policy/ Mary HP Care hp.com/support