How to dispute or question an invoice

If something on an invoice looks off, you can check the underlying timesheet detail yourself before reaching out — this often answers the question right away.

Step 1: Look up the invoice in your portal

Log in at app.ascen.com and go to Invoices in the left-hand navigation. Find the invoice in question and click on it to open the detail view.

On the invoice detail page you can see:

• Each line item with the period it covers

• The due date and current status

• Any sales tax applied

Step 2: Check the timesheet detail behind a line item

Most charges on a client invoice trace directly back to approved timesheets. To verify a line item:

1. From the invoice detail page, click the line item or look for a Download Timesheets link to pull the timesheet file associated with that invoice.

2. In the Timesheets section of your portal you can also filter by worker name, date range, or assignment to find the specific time entries.

3. Confirm that the hours and dates on the timesheet match what you expected, and that the timesheet status shows Approved.

Tip: If your account is set up to show timesheet detail on invoices, you may see hours broken out by day directly on the invoice page. This setting is controlled by your agency — if you do not see it and would find it helpful, ask your agency contact to enable it.

Step 3: Check whether you approved the timesheet

A common reason an invoice charge is unexpected is that a timesheet was approved — either by you directly or by a colleague on your team. You can see the approval status and date on each timesheet row.

If your account uses one-click email approval, check whether someone on your team clicked the approval link in a notification email.

Step 4: Raise a discrepancy

If after reviewing the timesheet detail you still believe the invoice is incorrect, contact the Ascen accounts receivable team:

Email: accountsreceivable@ascen.com

When you write in, include:

• The invoice number (shown on the invoice detail page)

• The specific line item or amount you are questioning

• A brief description of what you believe is incorrect and what you expected to see

This gives the team everything they need to investigate quickly. For general billing questions you can also reach out to your agency contact, who can coordinate on your behalf.

What happens next

The team will review the timesheet records and follow up with you. If a correction is needed, they will let you know how it will be handled. Do not hold payment on the full invoice while a single line item is under review unless you have been specifically advised to do so — this helps avoid late fees on undisputed amounts.

Still have questions? Email accountsreceivable@ascen.com or reach out to your agency contact.