My Payment Shows as "Paid" But I Haven't Received My Direct Deposit
Last updated: October 28, 2026
Applies to: US and Canada employees and independent contractors paid by direct deposit through the Ascen portal. Employees working outside the US and Canada are paid through their in-country payroll, so follow the payment guidance from your in-country HR contact instead, or email support@ascen.com if you're unsure who to contact.
Short answer: First check whether you have a pay stub for the period under Paychecks in the Ascen portal. If it shows Processed, the money has been sent: allow until the end of that business day for it to post. If it still has not arrived by then, check the bank account saved under Direct Deposit, then email support@ascen.com. We can give you the ACH trace number so your bank can find the deposit, and we reprocess the payment if it did not land. No pay stub means no paycheck has been made yet, usually because your hours weren't entered or approved.
Step 1: Check for a pay stub and its status
Log in at app.ascen.com, open Paychecks and look for a paycheck (pay stub) for the period. Only the status Processed means the money has left Ascen.
Processed: the money was sent. Go to Step 2.
Pending or Pre-processed: the paycheck is queued or still being processed. Nothing has been sent to your bank yet.
Failed: the payment did not go through, usually because of a closed or wrong bank account. See My payment failed. What do I do?
No paycheck at all: no paycheck has been made for the period yet, usually because your hours weren't entered or approved. Check Timesheets: your hours for that week need to be entered and approved before a paycheck is made. See I wasn't paid this period: who do I contact?
A shift marked "paid" or "complete" in a gig app, a scheduling app or your staffing partner's system is not an Ascen paycheck. Only the status in Paychecks on the Ascen portal tells you whether Ascen has paid you.
Step 2: Look for the deposit and allow until the end of the business day
Check your bank account for a deposit on your pay date, usually Thursday or Friday. It usually shows as "Ascen", but some banks show a different or related name, so match the amount and date against your pay stub.
A processed deposit can take until the end of the business day to appear in your account. Weekends and bank holidays move it to the next business day. Some banks also show a deposit as pending for a short time before the money is available.
Step 3: Check the bank account on file
Open Direct Deposit in the portal and confirm the account and routing numbers are the account you expect to be paid into. If the account was closed or a number is wrong, the payment will come back to Ascen. Your money is not lost; see My payment failed. What do I do? for what happens next.
If you are paid to a Branch wallet, make sure you have finished verifying your wallet in the Branch app. An unverified wallet can stop the payment from reaching you.
Step 4: Still missing? Contact us for the ACH trace number
If a processed deposit still hasn't arrived by the end of the business day, email support@ascen.com with your name, the pay date and a screenshot of your bank transaction history. We will look up the ACH trace number for the deposit. Give that number to your bank and ask them to search for the deposit; it lets them find exactly where the money went. If your bank confirms it did not receive the payment, we will reprocess it once your bank details are confirmed.
Get help
Email support@ascen.com for anything about your pay, a deposit or your bank details.