I entered something wrong in onboarding — how do I fix it?

Applies to: Anyone completing onboarding with Ascen — US W-2 employees, US independent contractors, Canadian T4 employees, and international workers. The specific steps you see depend on how you are engaged, but the way to get a completed step corrected is the same for everyone.

Summary: Most onboarding steps lock once you finish them, so you cannot go back and edit them yourself. You do not need to start your whole onboarding over. Email support@ascen.com, tell us which step is wrong and what needs to change, and we will reset that one step so you can redo it.

Why you cannot just go back and edit it

Onboarding steps feed your employment, tax, and payment records, so once a step is submitted it is locked to keep those records accurate. That is why there is often no Back or Edit option, and why clicking the step again may simply show you what you already submitted. This is expected behaviour, not a fault with your account.

It also means that reopening a step is something only Ascen can do for you.

What to send us

Email support@ascen.com with:

• your full name and the email address on your Ascen account;

• which step is wrong — for example tax withholding, identity verification, Form I-9, direct deposit, or benefits;

• what needs to change, briefly (for example "I chose the wrong filing status" or "I entered the wrong document number");

• a screenshot of any error message, if you are seeing one.

We will reset that step and reply to confirm. Then log back in at app.ascen.com/login and complete it again — use the login page rather than your original invitation link, because invitation links expire.

Ask sooner rather than later

An incorrect step can quietly block everything behind it, including entering time and getting paid. Some steps also have their own deadlines. If you spot a mistake, raise it straight away instead of waiting to see whether it matters.

Some steps have their own instructions

If your problem is with one of these, start with the article for that step — it will get you to the right answer faster:

• Your Form I-9 was reset — why it happens and how to finish it — for a document mismatch between Section 1 and Section 2, or a Form I-9 you need redone. It also explains the two different notices we send about Form I-9.

• How to get your benefits enrollment step reopened — if your benefits step recorded a decline you did not intend, or you chose the wrong option.

• Completing identity verification (and what to do if it fails) — if your ID photo will not pass, or the name on your ID does not match your profile.

• How to update your personal information (address, name, phone, email) — for your address, name, phone number, or the email address you sign in with.

• Troubleshooting Common Onboarding Issues in Ascen — if the step is not wrong so much as not working: pages not loading, forms that will not sign, or an expired link.

What we can and cannot do

We can reopen a step, correct a set-up problem on your record, and resend a link. We cannot fill a step in for you, and we cannot advise you on what to put on your tax forms or which benefits plan to choose — those are your decisions.

Who to contact

• Ascen (support@ascen.com) — resetting an onboarding step, tax forms, Form I-9, identity verification, benefits, direct deposit, and anything to do with signing in to your account.

• Your staffing Partner — your start date, your schedule, and which assignment you have been placed on.