Hi Kristin, I’m Louie. Sorry you had to wait awhile but I’ll do my best to help.
Initially, bear with us; re-confirm and post back with the complete model number of the printer.
Appreciate the additional information.
Have you tried disconnecting and unplugging the printer for an extended period of time ? ...the idea is to simulate a soft reset.
My participation is strictly limited to technical, repair and/or installation issues.
On billing & payment concerns, contact Customer Service to have this taken cared of prior to any / all other interactions.