Why did I get an email saying my bank was changed?

Applies to: Workers who are paid through Ascen and manage their bank details in the Ascen portal.

Summary: The "Your bank has been changed" email is a security notice we send when the bank account or payout method on your Ascen profile changes, and it does not mean Ascen moved your pay to a different bank. If you made the change, or asked our team to make it, you don't need to do anything; if you didn't, email support@ascen.com right away.

Why you got it

We send this email whenever the payout details on your profile change, so you know about it even if you weren't the one who made the change. Common reasons:

• You updated your bank account on the Direct Deposit page.

• You switched how you get paid, for example between a Branch account and your own bank account.

• Our team updated your bank details after you asked us to.

Check which account your pay goes to

Log in at app.ascen.com and open Direct Deposit. The account shown as your active direct deposit method is where your pay goes. A change applies to the next payroll run; if payroll for the current period was already processed, it applies to the following pay date. See How do I set up or change my direct deposit?

The email doesn't move any money that has already been paid. If your pay went to your Branch account and you want it in your bank, you move it from the Branch app. See Branch Card.

If you didn't make the change

1. Email us right away. Write to support@ascen.com from the email address on your Ascen account. Say you got the "Your bank has been changed" email and didn't make the change. You don't need to include your account numbers.

2. Secure your account. Reset your password at app.ascen.com and turn on two-factor authentication. See How to log in, reset your password, and set up two-factor authentication.

3. Check your email account too. Saving new bank details requires a 6-digit code sent to the email address on your profile. If you received a code you didn't ask for, tell us that as well.

Is the email really from Ascen?

If you aren't sure, don't use the links in the message. Open a browser, go to app.ascen.com and sign in yourself to check your Direct Deposit page. See Emails, texts, and calls from Ascen.

Where to get help

Pay, direct deposit and account security questions are handled by Ascen, not your staffing partner. Email support@ascen.com.