Who to contact and when
Last updated: August 21, 2026
Applies to: everyone — workers, partners, and clients.
Summary: The fastest answer depends on the question. Day-to-day assignment questions go to your staffing partner; platform and payroll issues go to Ascen at support@ascen.com; international employees have an in-country HR specialist; privacy requests go to privacy@ascen.com; partners with account-level questions go to their Customer Success Manager.
Workers
Your question is about… | Contact |
|---|---|
Your assignment — schedule, duties, rates, extensions, ending | Your staffing partner (the agency that placed you) |
The platform — timesheets, onboarding steps, documents, direct deposit | Ascen — email support@ascen.com |
Your paycheck — missing pay, wrong amount | Ascen — support@ascen.com. Check that your timesheet was approved first, since unapproved hours are the most common cause — but the pay correction itself is ours, not your staffing partner's. See I wasn't paid this period — who do I contact? |
Payroll in Canada (pay stub, TD1, T4, ROE) | Ascen — support@ascen.com (not your staffing partner) |
Payroll as an international employee | Your in-country HR contact |
Changing your name, email, or phone | Your staffing partner (these can't be changed from your account) |
Benefits enrollment (US employees) | The benefits contacts — see Who do I contact about my healthcare benefits? |
Who your legal employer is | See Who is my employer of record and who do I contact? |
Partners
Your question is about… | Contact |
|---|---|
Day-to-day platform operations | support@ascen.com |
Account-level topics — pricing, new markets, custom screening, contracts | Your Customer Success Manager, always cc support@ascen.com |
Invoices and payments | support@ascen.com, or your CSM for account-level billing |
Clients
Your question is about… | Contact |
|---|---|
Billing and invoices | accountsreceivable@ascen.com |
Timesheets and workers | Your staffing partner for corrections; support@ascen.com for the platform |
The full breakdown | See Who to contact for support (billing, timesheets, workers) |
Everyone
Topic | Contact |
|---|---|
Privacy requests (access, correction, deletion of your data) | privacy@ascen.com or toll-free (844) 760-4934 — see Privacy Requests |
Security vulnerabilities (responsible disclosure) | The bug-bounty contact at ascen.com/security |
Anything else / not sure | support@ascen.com — we'll route you |
One rule of thumb
If it's about the work — your schedule, your assignment, who you report to — talk to your staffing partner. If it's about the platform, your pay, your taxes, or your employment record, email support@ascen.com. If it's about your data, use the privacy channels. When in doubt, support@ascen.com will get you to the right person.