Why is Ascen asking me for a bank letter?
Last updated: November 10, 2026
Applies to: Workers paid by direct deposit through the Ascen portal: US W-2 employees, Canadian T4 employees, and independent contractors in any country. International employees paid through local payroll in their country change bank details with their in-country payroll contact, so this does not apply to them (see How international employees are paid).
Summary: We ask for a bank letter, a voided check or a direct deposit form from your bank to confirm a bank account really belongs to you before we send your pay to it. We only ask after a payment to you has failed, or after you or your staffing partner asked us to change your bank details for you instead of you updating them yourself in the portal.
When we ask for a bank document
A payment to you failed. We need a bank document for every failed payment, with no exceptions, before we send the money again. See My payment failed: what do I do?
You asked us to update your bank account for you. If you, or your staffing partner on your behalf, asked Ascen to change where your pay goes, we need proof from your bank before making the change.
What to send and what it must show
Send one of these: an official letter from your bank, a voided check, or a direct deposit form from your bank (many banking apps let you download one already filled in). It must show:
Your name as the account holder
The bank's name
The routing number, or your bank's equivalent (for example, a transit number)
The account number
Showing the account type (checking or savings) also helps.
Why a document gets sent back
A common reason is a missing name. A screenshot of your banking app's account and routing numbers often does not show the account holder's name, so we cannot accept it; download the app's direct deposit form or ask your bank for a letter instead. If anything is missing or unreadable, we will tell you what and ask you to upload a new document.
How to send it
Use the secure upload link in our email, if there is one.
Otherwise, email it to support@ascen.com or reply to our email.
Your staffing partner can also send it for you.
Once your document meets the requirements, we update your bank account and let you know. If a payment had failed, we then resend it.
Is this request real?
We only ask after a failed payment or a bank change that you or your staffing partner requested. If neither applies, email support@ascen.com before sending anything.
We never ask you to send us your online banking password or bank sign-in codes by email, text or phone, and we never ask for your Ascen password.
If you just want to change your bank account and no payment has failed, the quickest route is to do it yourself on the Direct Deposit page of your portal. See How do I set up or change my direct deposit?
If you doubt a message, do not reply to it or use its link. Write a new email to support@ascen.com. Emails, texts, and calls from Ascen lists the addresses we send from.
Need help?
Email support@ascen.com about bank documents, bank details or payments. Your staffing partner handles scheduling, timesheets and assignments.