FAQs

Why is my account blank?

Your account may appear blank if:

• It is your first time setting up a new Coinbase Token Manager account and no stakeholders or grants have been created yet.

• You have logged in with a different wallet address than the one your account owner or admin access is configured for.

Check that:

• You are using the correct wallet or Safe signer address.

• Your company account has been fully set up by your onboarding contact (stakeholders, grants, and other data may still be in progress).

How do I change the company admin or owner wallet?

If you need to change the company admin or owner wallet (the wallet that can create and manage token grants and perform high‑privilege actions), this must be handled carefully for security reasons.

Please contact the Coinbase Token Manager support team and include:

• Your company name

• The current owner/admin wallet address

• The new wallet address you want to designate as owner/admin

The support team will guide you through the verification and change process.

What happens if stakeholders try to claim tokens when there are insufficient funds in escrow?

If a stakeholder attempts to claim tokens and there are insufficient tokens in your escrow contract:

• Their claim will fail with an error indicating that there are not enough tokens available.

• They will be prompted to contact your company administrator.

As an admin, you should:

• Deposit more tokens into escrow to cover outstanding vested and unlocked amounts.

• Notify stakeholders once funding is restored so they can re‑attempt their claims.

Why can’t I modify token grants after I’ve created and published them?

Once a token grant is published on‑chain, it cannot be edited. This is intentional:

• It provides stakeholders with strong assurance that their vesting and unlock schedule cannot be changed retroactively without explicit actions (such as archiving or new grants).

• It respects the immutability of on‑chain state once grants are deployed.

As an admin, you can still:

• Archive a token grant to stop any future vesting and prevent additional tokens from vesting.

• Create new grants to reflect updated terms going forward.

Any tokens that are already vested (and, where applicable, unlocked) remain claimable or can be marked as delivered, even if the grant is archived.

How do I change my organization’s administrators?

To change administrators (for example, add a new admin, adjust permissions, or remove an admin):

• Use the admin management features in Coinbase Token Manager to:

  • Add new admin users or Safe signers.

  • Update roles and permission levels (for example, owner, admin, view‑only).

  • Remove admins who should no longer have access.

Refer to your admin and role‑permissions documentation for:

• The list of available role types.

• The exact capabilities of each role (for example, who can create grants, publish grants, or initiate payouts).

If you need to change an owner‑level account, contact support for assistance.

Can I withdraw escrow tokens to a different wallet address?

No. For security reasons, escrow withdrawals can only be sent back to the configured company account owner wallet (or equivalent treasury wallet).

You cannot:

• Withdraw escrow tokens directly to arbitrary external addresses.

To move escrowed tokens elsewhere:

1. Withdraw them from escrow to your owner / treasury wallet.

2. From that wallet, transfer them to the desired destination using your normal treasury or custody workflows.

What is a “published grant”?

A published grant is a token grant that has been moved from a draft state to a published state:

• Its vesting and unlock schedule is now active.

• Vested and unlocked tokens from that grant can be added to payout queues or claimed (where applicable).

On‑chain transparency:

• When a grant is published and tokens begin moving on‑chain (for example, from escrow to a stakeholder’s wallet), those transfers can be viewed in a blockchain explorer.

• Observers can see:

  • The wallet addresses involved.

  • The token amounts transferred.

However:

• The full grant configuration (for example, salary or internal details) remains managed in Coinbase Token Manager and is not publicly exposed, beyond what can be inferred from on‑chain transfers.

If I archive a token grant, can I later mark a locked vest event as delivered off‑platform?

Yes, in many cases.

When you archive a token grant, you specify an archive date (often the termination date if you are archiving due to an employee leaving). After archiving:

• Vest events that vested before the archive date:

  • Continue to exist.

  • Can still unlock according to their schedule.

  • Can be marked as delivered (including off‑platform delivery).

• Vest events that vest on or after the archive date:

  • Are treated as archived.

  • Cannot be unlocked or marked as delivered.

Example:

• If you archive a grant effective December 10, 2023:

  • Events that vested before December 10, 2023 can still unlock later (if they have future unlock dates) and can be marked as delivered.

  • Events that vest on or after December 10, 2023 are frozen as archived and cannot be distributed.

This allows you to stop future vesting while still honoring already‑vested amounts.

Why do I see “wallet not verified” on a stakeholder’s profile?

Newly added stakeholders are often marked as wallet not verified by default. This is an extra security layer to:

• Encourage admins to verify that the wallet address actually belongs to the intended stakeholder.

• Reduce the risk of sending tokens to an incorrect or compromised address.

Recommended approach:

• Use a test transaction workflow (where available) to send a small amount to the wallet and confirm receipt.

• Once you are confident the wallet is correct, mark it as verified or use the relevant verification feature in Coinbase Token Manager.

If you are using Coinbase Token Manager only for tracking and do not intend to perform test transactions, you may have the option to:

• Manually mark a wallet as verified, based on your own internal confirmation process.

How do I collect stakeholder wallet addresses through Coinbase Token Manager?

There are two main approaches:

1. Self‑service via email invite (for compatible wallets)

   • When creating or editing stakeholders, provide their email address.

   • Send them an email invite from Coinbase Token Manager.

   • The stakeholder follows the link, logs in, and connects a compatible wallet (for example, via a WalletConnect‑compatible provider).

   • Once connected, their wallet address is stored with their profile and can be used for grants.

2. Manual collection outside the app

   • If a stakeholder uses a wallet that cannot connect via the supported flows, collect their wallet address directly (for example, via secure internal processes).

   • Add that address manually to their stakeholder profile when creating or editing their grants.

What do I do if I’m terminating an employee?

If you are terminating an employee who has outstanding token grants:

1. Archive the employee’s token grant(s)

   • Set the archive date to the employee’s termination date.

   • This stops any vesting that would have occurred after that date.

2. Review vested amounts

   • Any tokens that vested before the archive date remain available to unlock and mark as delivered (according to your policies).

   • Future vestings after the archive date are frozen and cannot be distributed.

3. No additional action is required on the stakeholder record itself

   • The archived grants will be frozen as of the archive date.

   • You cannot modify those grants beyond recording delivery of already‑vested amounts.

This approach ensures that vesting stops as of termination while still allowing legitimate vested amounts to be recognized and, if appropriate, distributed.

What happens if I send email invites for two token grants with the same email address?

If multiple draft grants are associated with the same email address, and you send invites:

• If you use a bulk “invite all” action:

  • The stakeholder typically receives one email invite, and when they activate their account and connect a wallet, that wallet is associated with all draft grants tied to that email.

• If you click invite on each draft grant individually:

  • The stakeholder may receive multiple email invites.

  • When they click any one of those invite emails and activate their account, the wallet they connect is generally associated with all of the stakeholder’s draft grants for that email.

In practice:

• They only need to complete the activation and wallet connection once for all associated grants tied to that email address.

Can I fund my escrow from a source other than the account owner wallet?

Yes.

You can fund your escrow contract from any source wallet by:

1. Copying the escrow address from your Coinbase Token Manager home or overview page.

2. Sending tokens to that escrow address from your chosen source wallet.

Best practice:

• Always send a small test transaction first to confirm the address is correct before sending larger amounts.

Important:

• Even though escrow can be funded from any source, withdrawals from escrow typically go only to the configured owner / treasury wallet, not to arbitrary external addresses.

How do payouts work for vested and unlocked tokens?

As tokens vest and unlock, Coinbase Token Manager:

• Adds those amounts to a payout queue or makes them available for claims, depending on your configuration and account type.

There are generally two ways tokens reach stakeholders:

1. Admin‑initiated payouts

   • Admins trigger payouts from the payout or distributions page.

   • Payouts can be processed in bulk for many stakeholders at once.

   • One or more on‑chain transactions are submitted based on your account type (smart contract, custody, etc.).

2. Stakeholder self‑claims (smart contract accounts)

   • Stakeholders log in and claim their vested and unlocked tokens directly from the dApp, where enabled.

   • This is typically available for smart contract accounts with claim functionality enabled.

Additional notes:

• You do not need to initiate a payout every time a vest event occurs; you can process payouts in batches for all deliverable tokens.

• When you initiate a payout, the system may enter a pending state while on‑chain transactions are confirmed.

• For some networks or configurations, you may be able to schedule payouts before tokens vest/unlock; for others (for example, Ethereum mainnet smart contracts), payouts may only be configured once tokens are fully vested and unlocked.

Can I link multiple wallets to the same email address with different vesting schedules?

Yes.

You can associate multiple wallets with the same email address by:

• Creating one stakeholder record per wallet.

• Using the same email address on each record.

Example:

• John has:

  • Wallet A for their core employment grant.

  • Wallet B for a separate performance grant.

You can:

• Create two stakeholder profiles (for example, “John Doe – Core” and “John Doe – Performance”), each with its own wallet address.

• Use John’s email address on both profiles so he receives communications for both.

This makes it easier for John to manage multiple wallets while still allowing you to clearly distinguish between them in the admin interface.

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

When stakeholders claim tokens through Coinbase Token Manager, they might see a warning in their wallet provider (for example, “contract not verified” or “unknown contract”).

Why this happens:

• Wallet providers often display warnings when interacting with smart contracts whose source code is not publicly verified on the blockchain explorer.

• This is a generic security feature and does not automatically mean the contract is unsafe.

What to do:

• Ask the stakeholder to confirm the escrow or contract address they are interacting with by comparing:

  • The address shown in their wallet or blockchain explorer, and

  • The official escrow address their admin or support contact provides.

If the addresses match the official escrow address for your account:

• It is generally safe to proceed with the claim.

• If there is still concern, the stakeholder should coordinate with your internal admin or support contact before proceeding.

Why can’t I downgrade a stakeholder with owner‑level access?

For security reasons, stakeholders with owner‑level access cannot be downgraded or demoted directly through standard admin flows.

This protects against:

• Accidental removal of critical security roles.

• Unauthorized attempts to strip owner‑level access.

If you need to change or remove an owner‑level role:

• Contact the Coinbase Token Manager support team.

• Provide details about:

  • The company account

  • The current owner‑level stakeholder

  • The desired new configuration

Support will assist with a safe, verified change process.

Is it possible to double pay a stakeholder if they claim at the same time an admin pays out?

No.

On‑chain transactions are serial and atomic, meaning:

• The blockchain processes one valid state change at a time.

• If two conflicting transactions are submitted (for example, a claim and an admin payout for the same vest event):

  • One transaction will execute successfully.

  • The other will fail / revert when it reaches execution, because the underlying state has already changed (for example, already claimed or already paid).

What you will see:

• One transaction shows as confirmed.

• The other shows as failed / reverted, often with an error such as “already claimed” or an equivalent revert reason.

What to do:

• Wait for on‑chain confirmation of both transactions.

• If one succeeded, do not re‑send a duplicate payout.

• If both failed or are unclear, investigate the stakeholder’s on‑chain balance and system status before retrying.

Tips to avoid confusion:

• Check a stakeholder’s current payout / claim status before initiating a manual payout.

• Avoid re‑trying payouts while a claim or prior payout is still pending confirmation on‑chain.

Where do I find the escrow wallet?

When a user with admin or owner permission logs in, the Escrow wallet appears in the right‑hand Balance panel of the account overview screen. You’ll see it listed under “Escrow” with the contract address and balance.

The escrow wallet only appears after you have:

• Published at least one grant, and

• Published the account on‑chain.

Once visible, you can hover over the escrow address to copy it.

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.

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.