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FAQ: Toner cartridge not being detected, leaking or a print quality issue

If you are experiencing an issue with your Toner cartridge not being detected, leaking or a print quality issue please complete the steps below before making contact with our Support Team.

Step 1.Confirm the toner cartridge you are using is a genuine Brother Toner Cartridge. Your genuine Brother Toner cartridge should look similar to the below image, with clear Brother branding. The box itself will also have Brother branding and in addition a security hologram label.

If you are using a genuine Brother toner cartridge, please continue to Step 2.

If you are using a generic branded toner (non genuine Brother) or had your toner cartridge refilled, please continue to Step 3.

Step 2. After confirming that you are using a Brother genuine toner, please take a photo of the toner cartridge, clearly showing the model code, and email it to Technical Support or alternatively share the photo with our agent via live chat.

Step 3. If you have confirmed the toner is not a genuine Brother or has been refilled, we recommend that you make contact with the manufacturer of the toner cartridge or the place of purchase for further support.

Brother Genuine toner cartridges have been specifically designed for use with our machines and therefore guarantee a high level of quality and performance. Please visit here for more information on choosing Genuine Brother cartridges.