Why isn't my pay showing in my Branch account?

Last updated: November 11, 2026

Applies to: US workers who are paid to a Branch account (the Branch app and debit card) instead of a bank account. Branch is a US account, so it is not available in Canada or to workers paid outside the US; if your pay goes to your own bank account, see My Payment Shows as "Paid" But I Haven't Received My Direct Deposit instead.

Summary: If your pay isn't showing in Branch, first check Paychecks in your Ascen portal: no paycheck, or one that is still Draft, Pending or Pre-processed, means your pay hasn't been sent yet. If it shows Processed and your Branch balance is zero, the usual reason is that your Branch account isn't fully activated and verified, or you are logged in to a different Branch account from the one your pay went to. If it shows Failed, finish activating and verifying your Branch account if you haven't yet; otherwise see My payment failed: what do I do?

Step 1: Check whether your pay has been sent

No paycheck at all: no payment has been made yet. Your hours have to be approved first, and approved time is paid on your schedule, not the moment it is approved. On daily pay, time approved on a Friday evening or over a weekend is picked up on the next business day. See How daily pay works (US W-2 employees).
Draft, Pending or Pre-processed: the paycheck is being prepared or is queued. Nothing has been sent to Branch yet.
Processed: your pay has been sent to your Branch account. If your balance is still zero, go to Step 2.
Failed: the payment did not go through. If you haven't finished activating and verifying your Branch account, do that first (see Step 2): once your account is active, we can pay you. Otherwise, see My payment failed: what do I do?

Branch gives you fast access to your pay once it is processed, but it does not skip the approval step. A shift marked "paid" or "complete" in a gig or scheduling app is not an Ascen paycheck. Your pay stub is in Paychecks in the Ascen portal, not in the Branch app.

Step 2: Your Branch balance is zero

Finish activating and verifying your Branch account. Open the Branch app and complete any remaining activation or verification steps. An account that isn't active and verified can stop your pay from reaching it. If Branch sent you a notice to verify your wallet, do it in the Branch app: if it isn't verified in time, Branch may close the account.
Log in to the same Branch account your pay was sent to. Your pay goes to the Branch account you connected by choosing Branch in your Ascen portal, during onboarding or in the Direct Deposit section. If you are logged in to a different Branch account, your pay will not show there. Not sure which account it is? Email support@ascen.com and we can tell you the last digits of the account the payment was sent to.

Problems inside the Branch app

For trouble logging in to the Branch app, verification codes going to an old email address, or finishing your account setup, contact Branch support: from the Account tab in the Branch app if you can sign in, or through the Branch Help Center if you can't.

The Branch app is asking for an employer passcode. Ascen does not have a passcode to give you. That prompt comes from Branch, so contact Branch support. To connect Branch to your pay, start from the Direct Deposit section of your Ascen portal, choose Branch, and download the Branch app when prompted. See Do you offer payroll debit cards?

Still not in your Branch account?

If your paycheck shows Processed or Failed and your Branch account is now active and verified, but your pay is still not showing, email support@ascen.com with your full name, the pay date and the amount on your pay stub, and tell us your Branch account is now active and verified. We will check where the payment went and tell you what is needed to get it to you.

Where to get help

Ascen (support@ascen.com): whether your pay was sent, your pay date and amount, pay stubs, and connecting Branch in your Ascen portal.
Branch support (from the Account tab in the Branch app if you can sign in, or through the Branch Help Center if you can't): logging in to Branch, verification codes, and activating or verifying your Branch account.
Your staffing partner or the gig app that booked you: getting your hours approved and correcting a shift or timesheet.