There are two cartridges for each color. One is for metered service agreements meaning the supplies are covered under your service agreement. The other is for sold service agreementswhich mean you buy them outside of your service agreement. They have similar but different. The cartridges are keyed different on the end that goes into the slot. One will not fit the other as services sets it based on your contract. This prevents someone with Metered toners from selling their excess stock to non metered clients. You should check this as well. You're sales rep can provide a document to you listing the cartridges. If they can't private message me and I'll get it for you.
Sometimes the warehouse will ship the incorrect cartridge for your service plan. This is usually the problem. If so call them and tell them. If not go on-line and contact customer service to get it straightened out.