I'm locked out of my work laptop or client systems

Applies to: Anyone placed with a client through Ascen who uses a laptop, email account or system the client provides, whatever your worker type. If the login you can't get into is your Ascen account at app.ascen.com, see How to log in, reset your password, and set up two-factor authentication instead.

Summary: Your work laptop, work email and the client's systems are set up and managed by the client you work for, not by Ascen, so contact your manager at the client or your staffing partner to get your access back. Ascen can't see, unlock or reset those accounts, but if you can't reach anyone, email support@ascen.com and we will let your staffing partner know you need help.

Who to contact

1. Your manager or supervisor at the client, or the client's IT help desk if you were given its details. They control your laptop, logins and system access.

2. Your staffing partner (the agency, recruiter or work platform that placed you), if you don't have a client contact yet or the client isn't responding. They work with the client directly and can chase your access for you.

When you get in touch, give the client name, your start date, who sent you your laptop or login instructions, and the exact error you see.

What Ascen does and doesn't handle

Ascen is your employer of record: we handle your onboarding paperwork, payroll, tax forms and benefits. The work itself, including the equipment and systems you use, sits with the client and your staffing partner. See What is an Employer of Record (EOR) and Agent of Record (AOR)?

That means we can't reset a client password, unlock a laptop, restore your work email or tell you who your manager is. What we can do, if you have tried your staffing partner and can't get an answer, is let them know you are locked out. Email support@ascen.com with your name, the client and your staffing partner.

If you were told your access wouldn't change

If you have worked with the same client before, or you moved to Ascen from another employer, your access may have been switched off, for example because the client believes an earlier assignment ended. Your staffing partner can confirm with the client whether your current assignment is active and ask them to restore your access. You can see your assignment in Assignments in your Ascen portal; see Where do I find my assignment's end date?

Your laptop hasn't arrived

Equipment also comes from the client or your staffing partner. See Equipment for a new assignment: who sends it and what to do if it has not arrived.

Where to get help

Your client manager or staffing partner handles your laptop, work email, client systems, scheduling and timesheet questions for the client. Email support@ascen.com for your Ascen login, pay, tax forms, benefits and HR questions.