Troubleshooting Common Onboarding Issues in Ascen

Last updated: August 13, 2026

Applies To:

All contractors completing onboarding through the Ascen platform.

Summary:

Workers may encounter a variety of errors or roadblocks when completing the onboarding process in Ascen. This article outlines the most common issues and the recommended steps to resolve them.

Overview:

Below are the most frequently reported onboarding issues and how to address each one.

1. General Errors or Pages Not Loading

If you are seeing a general error message or a page is stuck in a loop, try the following steps:

  • Log in using the correct login link: https://app.ascen.com/login (do not use an old invitation link, as these expire).

  • Try a different browser or device. Chrome in an incognito/private window is recommended.

  • Clear your browser's history and cookies, then try again.

  • If the issue persists, contact Ascen Support with a screenshot of the error message.

2. Unable to Sign Forms / "Unknown Error" When Signing

If you are unable to sign forms or receive an "unknown error" when submitting a signature:

  • Make sure all required fields (marked with *) are filled in before submitting.

  • Try switching to a different browser or device and log in at https://app.ascen.com/login.

  • If the error continues, contact Ascen Support with a screenshot so the team can investigate.

3. Stuck on the I-9 / Waiting for Authorized Representative

If you cannot move past Step 4 (Section 2 of the Form I-9), this is expected behavior. Your Authorized Representative must review your identification documents and complete the verification step online. They will receive an email with a secure link to do so. Once they complete this step, you will be able to continue with the rest of your onboarding.

If your Authorized Representative is having trouble accessing the link, ask them to open it in an incognito/private browser window or on a different device, as the error can occur if the link is opened while logged in under a different account.

4. ID Verification Failing

If your ID verification is not going through, it may be because your identification document is expired or does not meet the requirements.

For US Employees, you must provide one of the following:

  • One valid List A document, OR

  • One valid List B document AND one valid List C document.

Note: A Social Security Card and a Birth Certificate are both List C documents and cannot be used together. Please ensure your documents are current and valid before re-uploading.

5. Tax Withholding / State Form Errors

If you receive a "Withholdings not completed yet" message or encounter an error on the state/federal tax form page:

  • Log in from a computer (not a phone or tablet) at https://app.ascen.com/login.

  • Ensure every required field is completed, including your signature and date.

  • If the error persists, try a different browser and send a screenshot to Ascen Support indicating which device and browser you are using.

6. Cannot Log In / Password Issues

If you are unable to log in or your password is not being accepted:

  • Go directly to https://app.ascen.com/login — do not use an old invitation link, as these expire after a certain period.

  • Click "Forgot your password?" and reset your password using the same email address your onboarding invitation was sent to.

  • If you see an "Unauthorized" message when using a reset link, the link may have expired or already been used. Request a new reset link from the login page.

  • If you no longer have access to the email address associated with your account, contact your staffing partner to have it updated.

7. Invitation Link Expired

If your original invitation link is no longer working, contact Ascen Support to have a new invitation resent to you. Once you receive the new link, complete the setup promptly, as invitation links expire after a period of time. For future logins, always use https://app.ascen.com/login instead of the invitation link. You can always get a new link at https://app.ascen.com/login and reset your password by clicking "Forgot your password?"

8. Licenses or Certificates Step Blocking Progress

If you are stuck on a step requiring a license or certificate that you do not have, select any option from the dropdown and enter "not required" in the number field. Ascen's team will review and push the step through so you can continue. You may be required to provide additional documentation later on.

9. Onboarding Not Starting / No Invitation Received

If you have not received an onboarding invitation, it is likely because your staffing partner has not yet submitted your assignment to Ascen. The system automatically sends the onboarding invite once an assignment is submitted. Please contact your staffing partner to confirm that your assignment has been sent to Ascen.

10. Onboarding Appears Complete but Still Shows as Pending

If your onboarding shows as complete in Ascen but your staffing partner's system still shows it as incomplete, please reach out to your staffing partner so they can update their records. If there are remaining steps visible in Ascen (such as required trainings), complete those to reach 100% completion.

If you have tried the steps above and are still experiencing issues, please contact Ascen Support at support.ascen.com and include a screenshot of the error along with a description of the step where you are stuck.