Who to contact for support (billing, timesheets, workers)

As a client, you work with two parties — your staffing agency and Ascen — and knowing who to reach first gets your question answered faster.

Understanding who does what

Your staffing agency places workers with you and manages your day-to-day relationship. Ascen acts as the employer of record — handling employment, payroll, and billing on behalf of your agency. Both parties have a role in supporting you, and the right contact depends on the type of question.

Billing and invoice questions

For questions about an invoice — amounts, due dates, or payment — email accountsreceivable@ascen.com.

This includes:
- A charge that looks incorrect or unexpected
- Questions about your payment terms or due date
- Remittance or payment confirmation

You can also view your invoices directly in your dashboard. Each invoice shows the period, total due, and status. If your account has a payment method on file, you may be able to pay online from the invoice detail page.

If you need to add or change a payment method, go to Payment Methods in your dashboard settings (available to owner and admin roles).

Timesheet questions

Most timesheet questions can be resolved from your dashboard.

To approve or reject a timesheet: Go to the Timesheets page and use the Approvals tab, or click the approval link in the email we send you. Depending on your account settings, timesheets may also be approved automatically.

If a timesheet looks wrong (incorrect hours, missing entries, wrong worker) — do not approve it. While it is still awaiting your approval, your staffing agency can correct the record with the worker.

If it has already been approved, your staffing agency can no longer change it, and neither can the worker. The same applies once the time has been invoiced or paid. Email support@ascen.com with the worker’s name, the date and what the entry should say — Ascen runs the payroll, so we are the ones who can correct it, and we will tell you whether the change lands in this cycle or the next.

If you have a question about a specific timesheet line and its effect on an invoice: start by checking the invoice detail page, which shows timesheet line items when that option is enabled for your account. If you still have questions, reach out to accountsreceivable@ascen.com.

Worker questions

Questions about an individual worker — their start date, assignment details, role, or status — should go to your staffing agency. They manage placements and are your primary point of contact for workforce matters.

If your account is set up to allow it, you can view worker and assignment information directly in your dashboard.

Not sure who to contact?

Start with your staffing agency for anything related to workers, assignments, or timesheet corrections. Contact accountsreceivable@ascen.com for anything related to invoices and billing. For anything else — or if you're just not sure — email support@ascen.com and we'll route you to the right team.

For a full who-does-what across workers, partners, and clients, see Who to contact and when.