We didn't receive an invoice. Can we get a copy?
Last updated: October 27, 2026
Applies to: Clients who receive invoices from Ascen. If your invoices come from your staffing agency rather than from Ascen, ask your agency for the copy instead.
Summary: Email accountsreceivable@ascen.com with the invoice number and we will send you a copy, or open the invoice yourself under Invoices in your dashboard. When an invoice is issued, we email it to your main billing contact and to any addresses copied on your invoices. If one never reached you, check your spam or junk folder, or ask us which address it went to.
Get a copy
From your dashboard: log in at app.ascen.com and open Invoices. You can see all of your invoices with their status and amount due, and open any invoice to see its line items and due date.
From us: email accountsreceivable@ascen.com with:
The invoice number. You can ask for several invoices in one email.
Your company name as it appears on your invoices.
If you are not sure which invoices you are missing, ask us for a list of your open invoices.
Dashboard logins belong to the people set up as users on your company's account, such as your main billing contact. An address that is only copied on invoices, like a shared accounts payable inbox, does not have its own login, so ask us for the copy instead.
You got a reminder for an invoice you never saw
A due or overdue reminder means the invoice has been issued and is open: it has not been paid yet. Get a copy as described above, then:
To pay it: the bank account to pay to is shown on the invoice, and our invoice emails include a payment link. See How do I pay invoices? for all of the ways to pay.
If something on it looks wrong: see How to dispute or question an invoice.
Why an invoice might not have reached you
It went to an address you are not watching. We send invoices to the addresses on file for your company. If your billing contact has left, or your team now uses a different inbox, the invoice may have gone there. When you write in, we can check our records and tell you where it was sent.
It was filtered. Check spam and junk folders, and any rules your accounts payable mailbox uses to sort or hold incoming email.
Make sure future invoices reach the right inbox
To change your main billing contact, or to have a shared accounts payable inbox copied on every invoice, see How do I change who receives our invoices? A change applies to invoices sent after it is made, so ask us for copies of any invoices that went to the old address.
Who to contact
Ascen, accountsreceivable@ascen.com: copies of invoices, open balances, invoice recipients, and anything else about billing.
Your staffing agency: workers, assignments, and timesheet corrections before you approve.
Not sure? Email support@ascen.com.