I wasn't paid this period — who do I contact?

Applies to: Workers on US and Canada assignments and independent contractors — anyone Ascen pays directly. If you're an employee working outside the US and Canada (international EOR), this doesn't apply to you — your pay is handled in your country, so contact your in-country HR partner about pay.

Ascen is your employer of record, so for anything about this — your pay or your time — Ascen is always your contact: email support@ascen.com. (Your time is entered and approved by your staffing partner or client, so we'll coordinate with them when that's the holdup — but you can always start with us.) The steps below help you spot what's going on before you reach out.

If you expected a paycheck this period and nothing arrived, this short decision tree will help you figure out what to check first and who to contact.

Step 1 — Was your timesheet submitted and approved?

The most common reason for a missing paycheck is a timesheet that was not submitted, or was not approved before payroll was processed.

Log in at app.ascen.com and go to Timesheets in the left-hand menu.

One unapproved timesheet can hold the whole period. Your time for a period is approved and paid together, so a single timesheet still in "Awaiting approval" — one your client or agency hasn't approved — can block the rest of that period's pay, which can look like a missing paycheck. If an approval is stuck, email support@ascen.com and we can help get it moving. (Expense reimbursements are handled separately: a pending expense does not hold up your other pay — it's simply paid once approved, which can take up to 30 days depending on the expense's complexity and business use.)

Note: Whether you enter your own timesheets depends on how your account is set up. If you do not see an option to add time, your staffing partner or client likely handles that for you.

Step 2 — Check whether a paycheck was issued

Even if your timesheet was approved, verify whether a paycheck was created for the period.
1. In the portal, go to Paychecks in the left-hand menu.
2. Look for a paycheck covering the dates in question.
3. If a paycheck appears with a status of Pending, it has been created and is on its way — see My upcoming paycheck shows "pending" — will I get paid? for what to expect.
4. If no paycheck appears at all for that period, move to Step 3.

Step 3 — Is your onboarding complete?

Onboarding must be fully completed before you can be paid. If any required steps are outstanding, your pay may be held.

Check your onboarding status by going to your profile or the onboarding checklist in the portal. Common blockers include:
- Form I-9 (Section 2 not yet completed by your authorized representative or employer) — Official reference: Form I-9 (USCIS)
- Identity verification pending
- Required agreements not yet signed
- Background check or screening not yet complete

If you are unsure whether your onboarding is complete, email support@ascen.com — we can check your onboarding status and help move things forward.

Step 4 — Who to contact

Once you've checked the above, email Ascen at support@ascen.com — we're your contact for all of these. What's going on just changes what we do next:

Bottom line: Ascen is always your contact — email support@ascen.com. Your time is entered and approved by your staffing partner or client, so we'll loop them in when that's the holdup, but you never have to figure out who to chase — start with us. (International EOR employees: contact your in-country HR partner instead.)

Frequently asked questions

Is there anything I can do in the portal to release my pay?
No. Workers cannot trigger or release a payroll run. Pay is processed by Ascen, your employer of record. The best action you can take is to confirm your timesheet is submitted and approved, then email support@ascen.com.

My timesheet says Approved but I still was not paid. Why?
There is a cutoff after which timesheets are included in the next payroll cycle rather than the current one. If your timesheet was approved after payroll was already processed for that period, the hours will appear in your next check. Email support@ascen.com to confirm.

I am an Independent Contractor (1099). Does the process differ from a W-2 worker?
The steps above apply to both classifications. Independent Contractors follow the same timesheet-and-payroll flow; the main difference is in tax treatment, not the pay process. See Am I a W-2 employee or a 1099 independent contractor? (US) if you are unsure of your classification.

My pay was short rather than missing entirely.
See My paycheck is short or missing hours — what to do for a step-by-step guide specific to that situation.

I think my direct deposit failed or bounced.
If a paycheck was created but the funds did not arrive in your bank account, email support@ascen.com. We can check the payment status and, if needed, arrange a reissue. Make sure your bank account information in the portal is correct — go to Direct Deposit in your profile to verify.