Who to contact and when
Last updated: October 6, 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 | Ascen (support@ascen.com). These can't be changed from your own account, and your staffing partner can't change them either, because they are tied to your login and to your payroll and tax records. See How to update your personal information. |
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.