Troubleshoot agency filing and payment errors
If Gusto has notified you that we were unable to successfully file or make a payment on your behalf, this could be for a few reasons.
Unfortunately tax agencies usually do not provide a specific reason for the failed attempt(s) to file and pay. In order to fix the issue, you will need to reach directly out to the tax agency for additional details and instructions.
Agency contact info for your state can be found here.
Common reasons for failed filings
Please review each potential problem listed below, and ask the agency if they could be causing your failed filing. Here is a good talk track to use: “Hi this is (your name) from (your company name) and our FEIN is XX-XXXXXXX. My payroll provider Gusto, formerly ZenPayroll, received an error message when attempting to file on my behalf, and I would like to resolve this as soon as possible. I've got a few things I'd like to cross reference with you to make sure the next time they file it is successful."
- Your account is inactive.
- Your account number is not valid.
- Your company name and filing/mailing address in Gusto does not match what the agency has on file.
- The FEIN on file with the agency is not what Gusto has on record so the account cannot be verified.
- Third party authorization/Power of attorney has an incorrect effective date.
- A previous service provider is still listed as your reporting agent on the account.
Troubleshooting steps by error reason
- Your account is inactive: A state withholding and/or unemployment insurance account may be deemed inactive if no returns are filed, zero returns are filed consecutively, or your account is in a future status (meaning it won’t be active until a future date). If your account number has been deemed inactive, discuss reactivation procedures with the agency as these may vary by state.
- Your account number is not valid: The account number you provided to Gusto may not match the one issued by the state agency. Or you may have the correct account number, but do not have the correct type of account to file and pay your taxes. Call the agency to verify your account number and type, then check to make sure this is the number you have entered in your Gusto account. This can be found in the Company Details Sections of your Gusto account.
- Your company name and filing/mailing address in Gusto does not match what the agency has on file: Call the agency to verify what company name and address they have on file and check to see if that matches what you have entered in your Gusto account.
- The FEIN on file with the agency is not what Gusto has on record so the account cannot be verified: Call the agency to verify the FEIN associated with your account, then check to make sure this is the number you have entered in your Gusto account. This can be found in the Documents section on the Form 8655: Reporting Agent Authorization form within Gusto.
- Third party authorization/Power of attorney has an incorrect effective date: Confirm with the agency that Gusto's TPA has an effective date beginning the first day of the first quarter for which there is a check date in Gusto. Reference your Reports tab for the first check date. Also confirm that Gusto has been authorized to file and pay on your behalf.
- A previous service provider is still listed as your reporting agent on the account: If a previous provider is still listed as the reporting agent it may override Gusto's attempts to obtain access and successfully file - please work directly with the agency and/or previous provider to remove them from the account.
Steps once you have resolved your issue with the agency
Click the Gusto dashboard notification pertaining to the error and follow the steps to inform us the issue(s) have been resolved. Click edit next to the company state field to update information and/or notify Gusto the problem is resolved.
Gusto will attempt to re-file on a weekly basis and will notify you if agencies return any additional errors.