My worker's payment failed: what do they need to send?
Last updated: November 4, 2026
Applies to: Staffing Partners whose worker has been told a payment failed, or who are helping a worker get a failed payment resent. If you are the worker, see My payment failed: what do I do? instead.
Summary: A payment usually fails because the worker's bank account is closed, entered incorrectly, or cannot accept the deposit. To resend it, Ascen needs proof of the correct account: a voided check, a letter from the worker's bank, or a direct deposit form. The worker can reply to the failed-payment email or send it to support@ascen.com, or you can send it for them. Reprocessing typically takes 5–10 business days from when we receive the document.
What happens when a payment fails
The money comes back to Ascen. It is not lost, and we resend it once we have valid bank details.
The worker is told automatically. They get an email saying the payment did not go through.
We need the document every time. This applies to every failed payment, even if a later payment has already reached the worker, and even if they have already updated their bank details. It is how we confirm the correct account before sending money again.
What the worker needs to send
One of these:
A voided check
A letter from their bank
A direct deposit form from their bank. Many banking apps let you download one.
Whichever they send, it needs to show the worker's name, the bank's name, the account number, the routing number and the account type (checking or savings).
How to send it
The worker sends it: they reply to the failed-payment email, or email it to support@ascen.com.
You send it for them: email support@ascen.com with the worker's name and say you have their bank document. We will send you a secure link to upload it.
How long it takes
Reprocessing typically takes 5–10 business days, counted from the day we receive the document, not from the day the payment failed. We check the new bank details before resending so the payment lands this time. If it can go sooner, it will, but tell your worker to plan around the 5–10 business day window rather than expect it the same day.
If the worker is paid to a Branch wallet
If the worker got a notice to verify their Branch wallet, they need to finish that in the Branch app. Branch handles that step, not Ascen, and may close an account that is not verified in time. Once the wallet is active, we can pay them.
Make sure it actually failed
If the worker's paycheck shows Processed, the payment did not fail: the money was sent, and there is nothing to resend. The next step is different, and it is covered in My payment shows as Paid but I haven't received my direct deposit.
Where to get help
Email support@ascen.com for anything about a worker's payment or bank details.
Related: Your worker's hours are approved: when do they get paid?