Decentraland Token Launch extension funds withdrawal troubleshooting

Follow these steps if you sent funds to Decentraland’s Token Launch extension and haven’t yet been able to withdraw your funds.

1. Do not uninstall the extension

Please keep the extension installed while we work on this issue. Your funds are safe if you downloaded the wallet file, but keeping the extension will make getting access to your funds easier.

2. Make sure you have the latest version (0.9) of the extension installed

Please check the extension’s version by following these steps:

2.1) Right click the extension’s icon in your Chrome Browser.

2.2) Select “Manage Extensions” and a new tab will open. You’ll find a list of all your installed Chrome extensions there.

2.3) Locate “Decentraland Token Sale” extension in that list. If there isn’t a label that reads “0.9” next to it, then you’ll have to update to the latest version.

To make sure you have the latest Decentraland Token Launch extension, follow these steps:

2.4) Locate a checkbox with the label “Developer mode” at the top of the “Extensions” tab and activate it. 
2.5) An “Update extensions now” button should appear right below that checkbox. Please click it.

2.6) After a few seconds you’ll have the latest version and you should be able to withdraw your funds. Please check that the extension version is 0.9 before attempting to withdraw your funds.

3. “Buy with BTC or other cryptocurrency” (ShapeShift) users

The Decentraland Token Launch extension uses ShapeShift to enable buying MANA tokens with currencies other than ETH. If you sent your transaction to ShapeShift and still didn’t get MANA tokens, it’s probable that ShapeShift has already sent a refund transaction to you. Please make sure you haven’t got your funds back before continuing.

4. Provide us information about the transactions you sent to the extension’s address.

In case the process described in sections 2 and 3 didn’t work for you, we’ll need to take a closer look.

Whether you used “Buy with ETH” or “Buy with BTC or other cryptocurrency”, please provide us links to the transactions you sent during the Decentraland Token Launch. Note that if you used “Buy with BTC or other cryptocurrency”, your transactions are not Ethereum transactions (probably Bitcoin transactions, or transactions from other supported cryptocurrencies).

5. “Withdraw funds” functionality error

If none of the above helped you solve your issues, please follow these instructions:

5.1) Try to withdraw your funds one more time in the Decentraland Token Sale extension. Double check you are using version 0.9. See section 2 to know how.

5.2) Right click the extension’s icon in your Chrome Browser.

5.3) Select “Manage Extensions” and a new tab will open. You’ll find a list of all your installed Chrome extensions there.

5.4) Locate a checkbox with the label “Developer mode” at the top of the “Extensions” tab and activate it.

5.5) Locate “Decentraland Token Sale” extension in the list, and then click on the “background page” link right below it.

5.6) A new window with many tabs will open. Make sure you are in the “Console” tab.

5.7) Copy all the content you see in the “Console” tab and send it to us at support@decentraland.zendesk.com so we can take a closer look. Bear with us as there are many people with problems and it’ll take some time to go through each case, but we will get back to you.