FAQs

Why is my account blank?

If your dashboard appears empty or you do not see any grants:

Wrong network

• You may be connected with the right wallet, but on the wrong network.

• In your wallet (for example, MetaMask, Rabby), switch to the network your company uses for token distribution and refresh the page.

No grants issued yet

• Your company may not have created or published your token grant yet.

• Check with your company administrator to confirm that:

  • Your plan has been set up, and

  • Your grant is live and associated with your wallet or email.

What if I lose access to my wallet?

If you no longer control your wallet (lost private key, seed phrase, or device):

• Contact your administrator and ask them to archive your existing plan or stop using the old wallet address for new distributions.

• Create a new self‑custodial wallet and share the new public wallet address with your administrator.

• Your administrator can:

  • Create a new token grant tied to your new wallet (subject to company policy).

• You won’t be able to claim tokens already sent to your old wallet.

  • Talk to your administrator about how any unclaimed but not yet delivered amounts might be handled in a new grant, in line with your agreements and company policy.

I’ve tried claiming tokens. Why isn’t it working?

If a claim fails or does nothing:

• Check gas in your wallet

  • Make sure your wallet has enough of the native token (for example, ETH, AVAX) to pay gas fees for the claim.

• Check company funding and setup

  • Ask your administrator if:

    • The company or escrow wallet is properly connected, and

    • There are enough tokens funded to cover your claim.

• Check grant status

  • Your token grant may still be pending activation or not live yet.

  • Confirm with your company administrator that your grant is active.

• Check lockup schedules

  • Your tokens may have vested but still be under a lockup period.

  • While locked, vested tokens are not yet claimable. Once the lockup ends, those tokens will become available to claim.

How do I see my transaction on the blockchain?

To see your transactions on a block explorer (for example, Etherscan):

• Ask your company administrator to share:

  • The relevant transaction link, or

  • A block explorer link for your wallet’s transaction history.

They can provide the correct explorer and links based on your network.

Do I have to pay gas fees?

• When your company sends tokens directly to your wallet:

  • Your company generally pays the gas fees for those transfers.

• When you claim tokens yourself:

  • You are responsible for gas fees in your wallet.

  • Ensure your wallet has enough native token to cover the claim transaction.

I’m using a Ledger hardware wallet with Ledger Live and it’s not working. How do I fix it?

Some Ledger users experience issues when connecting to dapps through Ledger Live.

To fix this:

• Connect your Ledger to a wallet browser extension such as MetaMask or Rabby.

• In the extension, add your Ledger as a hardware wallet account.

• Log in to Coinbase Token Manager using the browser extension (MetaMask/Rabby), not directly via Ledger Live.

Refer to your “Log in with a hardware wallet” instructions for more detailed steps.

Can I use a Coinbase Prime Web3 Wallet to claim my tokens?

Yes. You can use a Coinbase Prime Web3 Wallet to claim tokens, but you must:

1. Install the correct browser extension

   • Use the installation link provided in your Coinbase Prime Web3 dashboard.

2. Select the right wallet option

   • On the Coinbase Token Manager login page, choose the Coinbase wallet option.

   • Turn off any other Coinbase‑related extensions to avoid conflicts or “race” conditions when connecting.

3. Handle destination protection

   • If Destination Protection is enabled on your Web3 account:

     • Ask your token grant administrator for the escrow wallet address used to send tokens.

     • Add that escrow address as a trusted address in your Coinbase Prime Web3 settings.

   • This is required so claims to that escrow/issuer address can complete.

How do I update my email address?

Stakeholders cannot change their own email address directly in the stakeholder view.

• Contact your token grant administrator.

• They can update your email address from their admin view in Coinbase Token Manager.

I’m receiving a warning when attempting to claim tokens. What’s happening?

When claiming tokens, your wallet provider may show a security warning stating that the smart contract code is not verified or not valid.

This can happen when:

• The smart contract’s source code is not publicly verified on the block explorer.

• Wallets show this warning as a standard security measure when interacting with unverified contracts.

To ensure you are safe:

• Contact your token grant administrator and ask for the official escrow contract address used for your claims.

• Compare that address to the contract address shown in your wallet’s warning.

• If the addresses match, you are interacting with the correct contract and can proceed according to your organization’s guidance.

I’m receiving a JSON‑RPC error message. How do I fix it?

JSON‑RPC errors often relate to:

• Network configuration

• Wallet connections

• Browser or RPC endpoint issues

Try the following:

1. Confirm the correct network

   • Check your wallet is on the correct network when you attempt to log in or claim.

2. Disconnect and reconnect your wallet

   • In your wallet’s “Dapp connections” or similar section:

     • Disconnect Coinbase Token Manager.

   • Then reconnect by going through the login/connection flow again.

3. Hard restart your browser

   • Close all tabs and windows.

   • Fully quit the browser.

   • Reopen and try again.

4. Try a different browser

   • Some browsers (for example, certain Brave configurations) can conflict with dapps.

   • Try Chrome, Firefox, or another mainstream browser.

5. Try a different RPC endpoint

   • If your wallet allows custom RPCs, switch to:

     • A reliable default RPC for the network, or

     • Another reputable RPC provider.

If the error persists after these steps, share the exact error and screenshots with your token grant administrator or support for further investigation.

What is the recipient experience when using Coinbase Token Manager?

As a recipient, your interaction with Coinbase Token Manager is relatively light. The typical flow is:

1. Receive an email invite from the asset issuer via Coinbase Token Manager.

2. Register a wallet address or connect a wallet.

3. Log in with your registered email or wallet address to view your grant details in the UI.

The decision to use Coinbase Token Manager for grants and distributions is made by the asset issuer, not recipients.

What wallet types can I use as a recipient?

Your registered wallet address can be either custodial or non‑custodial. You can either:

• Connect a wallet directly, or

• Submit a wallet address manually (for example, by copy/paste).

Coinbase Token Manager will use the provided address as your recipient address for token distributions.

Does Coinbase Token Manager hold or custody my tokens?

No. Coinbase Token Manager does not custody tokens. Tokens remain under the asset issuer's control until distribution. For many issuers, tokens are held in a custodian account or in a wallet controlled via the issuer's multisig or EOA (externally owned account). Coinbase Token Manager orchestrates transfers from those wallets via API or smart contracts but does not technically hold or control the assets.

How and when do I receive tokens as a recipient?

Recipients generally do not receive locked tokens directly in their wallets. Instead, you will see your grant and vesting schedule within Coinbase Token Manager. Tokens are delivered to your registered wallet address as they vest and unlock. At that point, they are standard on‑chain tokens visible in your wallet.

Exception: If you require tokens to be custodied with a custodian and the asset issuer is not using one themselves, the issuer can coordinate with your custodian to apply a technical lockup to your custodial wallet. Once the lockup is applied, the issuer can send your full token allocation to your custodial wallet, where tokens will release according to the lockup schedule.

What happens if the asset issuer generates a wallet for me within Coinbase Token Manager?

Some asset issuers choose to generate wallets within Coinbase Token Manager for recipients rather than have recipients supply their own address. If this applies to you:

• The generated wallet is non‑custodial.

• It is tied to your email address for access.

• Once tokens are distributed into that wallet, you can transfer tokens out just like any standard non‑custodial wallet.

What kind of platform is Coinbase Token Manager - is it a custodian?

No. Coinbase Token Manager is a workflow and orchestration platform. It helps asset issuers schedule and execute token distributions from wallets they own and govern. It is not a custodian or smart contract controller. Custody and governance of tokens always remains with the issuer's own wallets or their custodial setup.