Login issues

Basic troubleshooting steps

Try the following steps in order:

1. Confirm your wallet address

   • Make sure your wallet provider (for example, MetaMask, Rabby, hardware wallet interface, or multisig signer) is connected with the same wallet address that is registered for your Coinbase Token Manager account.

   • If you manage multiple accounts in the same wallet extension, verify that the correct account is selected.

2. Reset your login connection

   • From the Coinbase Token Manager login page, look for an option to reset your login connection or similar.

   • Use this to clear any stale session or connection state and then try logging in again.

3. Clear browser cookies for the app

   • Clear cookies and site data for the Coinbase Token Manager app domain.

   • Then close and reopen your browser and try logging in again.

4. Use a desktop browser

   • Coinbase Token Manager does not fully support mobile browsers for admin flows.

   • Try logging in from a desktop browser (for example, Chrome, Edge, or Firefox on a laptop or desktop computer).

5. Restart your browser

   • Completely close your browser (all windows and tabs).

   • Reopen it and retry the login flow.

6. Try a different browser

   • If you are using one browser (for example, Chrome), try another (for example, Firefox or Edge).

   • This can help rule out browser‑specific issues or extensions.

7. Turn off automatic page translation

   • If your browser is automatically translating pages, this can sometimes interfere with scripts and login flows.

   • Disable page translation for the Coinbase Token Manager app domain, then try again.

8. Disable VPN or network filters temporarily

   • VPNs, corporate proxies, or aggressive network filters can sometimes block or slow down login requests.

   • If possible, temporarily:

     • Turn off your VPN, or

     • Try another network (for example, a different Wi‑Fi connection).

9. Check ad blockers or privacy extensions

   • Some ad blockers or privacy tools may block scripts required for login.

   • Temporarily disable these for the Coinbase Token Manager app, or:

     • Whitelist the Coinbase Token Manager app and any related API domains used by your organization.

After each change, retry logging in to see if the issue is resolved.

Information to collect for support

If you are still unable to log in after trying the steps above, contact the Coinbase Token Manager support team with as much detail as possible so they can investigate.

Send an email to tm-support@coinbase.com with:

• Wallet address

• Wallet provider (for example, MetaMask, Rabby, Safe signer, hardware wallet interface)

• Wallet method (for example, browser extension, desktop app, mobile app, hardware device)

• Email address used for your Coinbase Token Manager profile (if applicable)

• Network or chain (for example, Ethereum mainnet, specific L2)

• Token‑granting organization (your company or project name as configured in Coinbase Token Manager)

• Internet browser (for example, Chrome 123.x, Firefox n.n, Edge)

• Device type (for example, Windows laptop, Mac desktop, Linux workstation)

If possible, also include:

• Screenshots or a short screen recording of the issue and any error messages

• Browser console logs for the login page:

  • In Chrome:

    • Right‑click anywhere on the page

    • Select Inspect

    • Open the Console tab

    • Capture a screenshot of any errors or warnings displayed there

Providing these details helps support quickly diagnose whether the issue is related to:

• Wallet connection or network

• Browser configuration or extensions

• Account configuration or access settings

Overview

If you lose access to your wallet’s private key, seed phrase, or signing method and have no way to recover it, you will:

• Not be able to log in to Coinbase Token Manager with that wallet

• Not be able to move or withdraw tokens already sent to that wallet

This behavior is by design and exists to protect your assets. Neither Coinbase Token Manager nor any third party can access or move tokens from a wallet without control of its private keys.

What this means for your existing tokens and grants

If you no longer control your wallet:

• Tokens already sent to that wallet cannot be recovered without the private keys.

• Coinbase Token Manager cannot:

  • Restore your wallet

  • Move tokens out of that wallet on your behalf

For any future or not-yet-delivered tokens:

• Your token grant administrator may be able to help by:

  • Stopping use of the old wallet for new distributions

  • Creating a new token grant or updating future distributions to a new wallet address you control

What you should do next

1. Confirm that the wallet is truly unrecoverable

   • Double‑check whether:

     • You have any backup of the seed phrase or private key

     • The wallet can be restored from a hardware backup, password manager, or recovery file

   • If there is any chance of recovery, follow your wallet provider’s recovery instructions first.

2. Contact your token grant administrator

   If the wallet is truly lost and you still have upcoming vesting or distributions:

   • Reach out directly to your token grant administrator, HR, or Finance contact.

   • Explain that:

     • You no longer have access to the wallet currently linked to your token grant

     • You need to use a new wallet for future distributions

   Ask them to:

   • Stop using the old wallet address for new on‑chain transfers related to your grant

   • Either:

     • Delete or archive the existing grant and create a new grant tied to a new wallet you control, or

     • Update your stakeholder profile and future payout configuration to use your new wallet address (according to your company’s policies)

   Important:

   • Your administrator’s ability to change grants or wallet addresses may be limited by internal policy, legal agreements, and system configuration.

   • They can usually help only with future or undelivered amounts, not with tokens already sent to the lost wallet.

3. Create and secure a new wallet

   • Set up a new self‑custodial wallet (for example, MetaMask, Rabby, hardware wallet, Safe signer) that you can reliably access.

   • Follow best practices:

     • Write down and safely store your recovery phrase or private key according to wallet provider guidance

     • Do not share keys or seed phrases with anyone

   • Provide only the public wallet address (not the seed phrase or private key) to your token grant administrator.

Important limitations

• Irreversibility of blockchain transfers

  • Once tokens have been transferred to a wallet on‑chain, they cannot be “pulled back” without control of that wallet’s private keys.

• What administrators can and cannot do

  • They can often help with:

    • Redirecting future vesting and payouts to a new address

    • Re‑issuing grants that have not yet been paid out (subject to company policy)

  • They cannot:

    • Recover or reverse tokens that have already been transferred to your lost wallet

    • Access your old wallet without its private keys

Because of this, it is critical to keep your new wallet’s recovery information safe and to notify your administrator as soon as you realize you’ve lost access to your previous wallet.