Frequently asked questions

What you need to know

Learn about the program, keys, payments and solutions to common technical issues.

How many times can I use the key?

The key can be used once. While resetting, the utility connects to the server and marks the key as used.

Will the key work with just one printer model?

No. The reset key works with any printer model that supports waste ink counter resets. You can check the supported models on the compatibility page. Each key can be used for one reset only.

How do you send my key?

We send your key to the email address you provide at checkout. If you created an account, you can also find the key in your order details.

How long is the key valid?

The key never expires. You can use it at your convenience.

How soon will I get my key?

Your key will be sent to the email address provided at checkout once your payment is confirmed.

Where can I get help using the program?

Contact our support team through live chat, one of the available messaging apps, or the contact form on this page.

Can I use a Wi-Fi connection or should I use a USB cable?

The program supports USB connections and, for certain printer models and functions, Wi-Fi or Ethernet connections. Firmware changes require a USB connection.

UDP protocol and ports 3289 (ENPC), 161 (SNMP), 515 (LPD) are used to communicate with the printer during service operations via a network connection.

The program freezes on Windows. How can I fix it?

On some versions of Windows, the program may freeze when communicating with the printer if the first request is not sent through the printer driver. Try the following steps:

  1. Restart the printer and connect it to a different USB port.
  2. Install the printer driver if it is not already installed on your system.
  3. Start Epson Status Monitor and wait for it to read the current printer status.
  4. Run the program as an administrator and disable all Epson processes through the support menu (including Epson Status Monitor). To do this, select Support > Disable Processes from the main program menu.
  5. Try resetting the waste ink pad counters again.

Still having trouble? Contact us through live chat.

The program won’t open on macOS. What should I do?

You may encounter the following error while running the installed program on Mac computers:

Program can’t be opened because Apple cannot check it for malicious software.

This message appears due to macOS security settings. To fix this:

  1. Go to Apple menu > System Settings > Privacy & Security.
  2. In the Security section, click Open Anyway to allow the program to run.
Do I need an internet connection to use the program?

Yes. To reset the inkpad counter or modify printer firmware, the computer must be connected to the Internet.

Can I buy a reusable or unlimited key?

No. One reset requires one key. No other options are available.

I paid for my order but haven’t received my key. What should I do?

The key is sent to the email address provided in the order. Didn’t find the email with the key in your inbox?

  1. Check your spam folder. Some mail servers may mistakenly identify the email as spam and block its delivery.
  2. If you created a personal account when placing the order, go to the Orders section and click View.
  3. Still can’t find the key? Contact us via online chat or any messenger.

Need more help?

Send us a message using the form below. We’ll get back to you shortly.