My payment failed — what do I do?

Applies to: All workers (US, Canada, and international ICs)

Summary: If a pay attempt fails, it's almost always because your bank details need updating. Send us a voided check or an official bank letter with your correct account information and we'll reprocess your payment — typically within 3–5 business days of receiving it.

Why a payment fails

A payment usually fails when the bank account on file is closed, incorrect, or can't accept the deposit. When this happens we're notified automatically, and you'll get an email letting you know your payment didn't go through. Your money is safe — it comes back to us, and we resend it once we have valid banking details.

What we need from you

To reprocess a failed payment, send us one of the following, showing your name and your correct account and routing numbers:

• A voided check, or

• An official bank letter (or direct-deposit form) from your bank.

This is required for every failed payment, with no exceptions — even if a later payment has already reached you. It's how we confirm the corrected account before sending money again.

Email it to support@ascen.com, or simply reply to the failed-payment email you received.

How long it takes

Once we've received your voided check or bank letter, reprocessing typically takes 3–5 business days. We verify your updated banking details before resending so the payment lands correctly this time. If it can be done sooner, it will be — but please plan around the 3–5 business-day window and avoid sending duplicate requests in the meantime.

If you're paid through a Branch wallet

If you receive your pay through a Branch wallet and you got a "verify your wallet" notice, you'll need to verify your wallet directly in the Branch app. If it isn't verified in time, Branch may close the account. This step is handled with Branch, not Ascen — once your wallet is active, we can pay you.

Need help?

Email support@ascen.com and we'll walk you through it.