In setting up a new employee (QBO payroll) I am getting a message that the city, state, zip don't match. The employee address is 100% correct, how can we get around it?

Hello there, @kpreisendorfer.

Welcome to the Community. I can share some information that will help you in setting up the employee's address in QuickBooks Online.

QuickBooks follows the coding system set for US address. In order to successfully match your employee's city, state and zip code, first confirm your employee again to verify the information he gave.

You can also use this tool: USPS zip code database. The website has a searchable database to find the zip code of a given street address and city, or the cities that are within a given zip code.

That should keep you going today, @kpreisendorfer. Keep me posted if you have other concerns about employees and payroll. Wishing you all the best!

I'm having the same problem.  Looked up the address through your link to the USPS, and everything is correct.  QB still won't take it and it won't let me around it.  

Hello there, OkGen.

I appreciate your time posting in the Community. I'm here to get you pointed in the right direction for determining why you're unable to add an employee with the exact address.

Given that you already tried the steps provided by @HoneyLynn_G, I recommend you give us a call. Our Phone Support Team will be able to assist you further with entering the new employee's details.

You can reach them through the outlined article below:

Get help with QuickBooks Online.

If I can be of further assistance, I'm just a post away. Have a great day ahead.

I am having the same issue, please fix this! I'm setting up a new payroll account and getting this error for every employee.

Thanks for letting me know about this, @DynamiteBooks.

I'm here to ensure that you'll be able to add your employees address successfully in QuickBooks Online. 

Once you confirmed that the employees' address is correct by using the USPS zip code database and the issue persists, I'd suggest getting in touch with our Customer Care Team. They have the ability to initiate a remote-viewing session to help verify what's causing the issue and will guide you with entering your employees' address.

Also, here are some articles that you can check out about changing and adding employees' details in QuickBooks Online for your future reference: Edit or change employee info in payroll.

If you have any questions, please don't hesitate to let me know by posting a reply below. Have a great day!

I'm also having the same issue with a new employee.  I've checked with USPS and I have the correct address.

With many of us having this problem, it sounds like an Intuit glitch which I would hope can be resolved soon!

Hello, Dash27.

Thanks for following up on this thread and letting me know you've received the same error in your account.

I was able to see that there have been reports of this happening in other accounts. The Engineering Team is aware of this problem with the city, state, and zip codes not matching up and are working diligently to get it resolved. I recommend reaching out to a member of the Support Team to have your company added to the list of affected accounts. Here are the steps to contact an agent:

1. Click the Help button in the top right corner.

2. Select Contact Us.

3. Enter Support in the field and choose Let's talk.

4. From here you can select to receive a callback at a time that's convenient for you.

Please advise the agent that you believe this may be related to ticket #25244. In the meantime, you'll be able to use paper checks to pay your employees.

I will update you here when I receive any new information. Please feel free to comment below if you have any other questions.

HAS THIS ISSUE BEEN FIXED AND WHAT IS THE FIX? IT IS STILL AN ISSUE.

Hi @STEVE111,

Yes, the previous investigation for the specific issue mentioned in this thread is already closed.

What I can suggest is to check your employee's address for any special characters, which can cause this issue.

If there's none and you continue to receive the same error message, then I suggest you contact our Technical Support team for assistance. They have the necessary tools to check as to why you're receiving this error message.

Here's how:

1. Log in to your QuickBooks Online company.
2. Click the Help menu.
3. Select Contact us.

In case you'd like to set up your employees for direct deposit, open this article for the steps: Pay employees and contractors with direct deposit.

Have other questions in mind? Post them below, and I'll get back to you. 

Setting up a new employee and it says the city, state and zip code don't match - yet I know, and confirmed,  they do.   Any idea how to fix this?  I've tried Quickbooks and they can't figure it out either.  We live in a rural area, could that be the issue?   

Hi there, @bwaitken.

Thank you for joining this thread. Some problems in QuickBooks Online (QBO) often fix by clearing the cache. Sometimes a browser cache can be corrupted and can cause a variety of issues. To boosts the background process of your browser let's run basic troubleshooting steps.

Run your QBO account on a private browser and add a new employee. If you don't encounter the same thing, go back to the original browser and clear the cache. Also, you can use another supported browser. They use a different cache.

If the issue persists, I suggest contacting our support team to verify and fix the problem. They have the tools to do a remote session.

You can also visit this site for helpful articles that you can read through. You may encounter those questions posted by other QuickBooks users that are answered by the Community.

Let me know how it goes and leave a reply below. I'm always here to help. Have a great day!

Thank you for your response.  Unfortunately it didn't work.  I've spent a lot of time with someone at QuickBooks Support and it still doesn't work and they have no other suggestions.  I believe they are looking into it (I hope).  I can't add him, his W4 or info, and payroll is today.  I'm just going to use my business address for now I guess.    

Hi there, @bwaitken.

There is an on-going investigation about the employee's address in W-4. Our engineers are doing their best to rectify the issue. Since you have already called QuickBooks Care team, they will add you in the list of affected users and then email you once it'll be resolved.

Also, I'll share some insights of how QuickBooks handles legal addresses. QuickBooks follows the United States address coding system. You can confirm this to your employee to successfully match your employee's city, state and zip code. 

You can also verify your employee's address by using the USPS zipcode database to check if the address is correct. If you're still not able to add the address, you can also use a substitute address that is similar to the employee's to ensure taxes are still correct. But make sure to take note of this employee so that when the issue is fixed, you can edit the address to the original one.

Please be on a look out to your  e-mail because one of our agents from Investigation team will notify you whenever the issue is fixed.

Count me in if you need anything else. I'll be here to help. Take care.

I just spent an hour and a half on the phone with a representative trying to resolve this same issue.  She told me to submit a request to add the address to the database in the feedback section.  I've done that but this option does not seem promising.  What can I do to resolve this?

Thanks for your time in contacting our payroll support, ddrobinson.

Let's ensure that the employee's address matches the state and zip code to be able to save the information using the attached USPS zipcode database link provided by my colleagues above. I'll be providing the browser troubleshooting steps again on how we can get rid of this issue. 

You can start off by logging into QuickBooks using a private browser. you can use these keyboard shortcuts to open one:

• Google Chrome: Ctrl + Shift + N
• Mozilla Firefox: Ctrl + Shift + P
• Safari: Command + Option + P

Enter the employee details from there and save it. If you're able to record the employee address as expected, I'd suggest clearing the main browser's cache. This removes stored cache files that cause frequently accessed sites such as QuickBooks. You can try using other supported browsers if you're getting the same thing.

Our Phone Support Team can open an investigation about the error you're getting if the troubleshooting steps above didn't work. 

Keep me posted on how this works. I'd be more glad to help. Take care!

I'm sad that a year after I first encountered this problem, that Intuit still has no fix.  We changed to another payroll company in January and have been very happy. 

It doesn't sound like Intuit understands the problem....sad.

It's payroll weekend and I'm having this issue. USPS has verified it, I double and triple checked accuracy, but still receiving error. I tried 'contact us' and it says offices are closed. What the hell Intuit? Why won't you fix this?!

Hi there, @info738.

Let me provide information about the supported hours of QuickBooks.

If you're using QuickBooks Online Payroll - Core, or Premium product, the supported hours are from 6:00 AM - 6:00 PM, Monday to Friday. Then 6:00 AM - 3:00 PM on Saturday. And, if you're using the QuickBooks Full Service Payroll and QuickBooks Online Payroll Elite version, you can contact us any time on any day.

You may check the list of our support hours and “call me back” options to accommodate your changing business needs and schedule.

I've also added an article to help you set up your employee: Add a new employee to your payroll.

If you have additional questions, feel free to leave a message in the comment section. I'm always around here in the Community to help. Keep safe, and have a great day.

I have an employee who is going to school in one state but her address is in another state.  I can't figure out how to change the state on the W-4 on quickbooks online

Hi there, svcdcowner. 

I'm happy to help you out today. What you're going to want to do is edit the employees profile, when you do this, it will pull the correct information into the form for you. Follow along below:

Step 1: Get updated info:

If necessary, get any documents from your employee showing the changes. This could be an updated W-4, or direct deposit form.

Step 2: Change your employee info:

Once you have the updated info, you can make the changes in your payroll account. Select your payroll product below for steps.

Step 3: Update an employee from their Employee profile:

1. Select the Payroll menu, then Employees.
2. Select the employee's name.
3. Select Edit ✎ on the section you want to update.
4. Edit their info and select Done.

Also, I'm including additional information in case the employee moves to a different state: 

When your employee moves to another state, you may need to set up and pay taxes in that state. See Set up payroll taxes in a new state.

If you have any other questions, feel free to post here anytime. Thank you for stopping by and have a nice afternoon.

I rechecked address and I am still getting same error

Hi there, Kimberly1960.

Thanks for trying the troubleshooting steps mentioned above and for following up with the results. I want to make sure you're able to enter a new employee without receiving that error.

I recommend clearing the browser cache as a next step. The cache can become too full of older data which can potentially cause viewing and performance errors. Clearing it will force the system to refresh, and remove what's causing this error to occur. Here's how to get this done in Chrome for example:

1. Click the three vertical dots in the top right corner.

2. Select More Tools, then Clear Browsing Data.

3. Change the time range to All Time.

4. Only check Cached images and files.

5. Click Clear data.

This article provides similar steps for other browsers: Clear cache and cookies to fix issues when using QuickBooks Online

Please don't hesitate to reach back out if you have any other questions. I'll be here to help.

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@Nick_M wrote:

Hi there, svcdcowner. 

 

I'm happy to help you out today. What you're going to want to do is edit the employees profile, when you do this, it will pull the correct information into the form for you. Follow along below:

 

Step 1: Get updated info:

If necessary, get any documents from your employee showing the changes. This could be an updated W-4, or direct deposit form.

 

Step 2: Change your employee info:

Once you have the updated info, you can make the changes in your payroll account. Select your payroll product below for steps.

 

Step 3: Update an employee from their Employee profile:

1. Select the Payroll menu, then Employees.
2. Select the employee's name.
3. Select Edit ✎ on the section you want to update.
4. Edit their info and select Done.

Also, I'm including additional information in case the employee moves to a different state: 

When your employee moves to another state, you may need to set up and pay taxes in that state. See Set up payroll taxes in a new state.

 

If you have any other questions, feel free to post here anytime. Thank you for stopping by and have a nice afternoon.

 

The issue we are having is the STATE abbreviations is locked into TN, we need it to show VA.
Editing employee profile is not an option. The system does not allow this.
We tried editing address information via settings in the browser, nothing with this either.

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Thanks for joining in on the thread, Aquatic Professions Inc.

We can update your filing address though the Payroll Settings. Here's how to do it:

1. Click the Gear icon in the upper-right corner and select Payroll Settings.
2. Under Taxes, select General Tax Information.
3. Under the Filing Address section, update your address and select VA in the State field.
4. Click OK.

If you're unable to change the setup, I'd recommend contacting our Payroll Support Team. They can review your profile and help you update the address. You can reach them through this link: Contact Payroll Support.

We'll be right here if you need further assistance in updating the addresses.